2. Outline Causes and effects of conflict Personality types
6 Steps to Conflict Resolution

3. What causes conflict Poor communication Leadership problems
Irresponsibility
Characteristics of individuals
Insufficient resources
If an individual in a position of leadership does not know how to lead others or an organization does not have a clear leadership structure, conflict will take hold quickly.
Personality traits and ego largely influence whether someone will initiate a conflict. The bottom line—individuals with a clear sense of self and a commitment to teamwork will be less likely to engage in conflict behavior.

9. Conflict spiral

10. Why is conflict needed Helps raise and address any problems
Energizes work to be on the most appropriate issues
Helps people-Be Real
Helps people recognize and benefit from differences
Mild to moderate conflict

11. Why people are afraid Uncomfortable experience People feel threatened
Attempt to bypass situations

12. Unresolved conflicts Hamper productivity Lower morale
Continue and escalate the conflict
Cause inappropriate behaviour

13. Unresolved conflict

15. Who are you?
The Competitor- The person who pursues his own concerns at other person’s expense
The Accommodator -Person who neglects his own concerns in order to satisfy the concerns of others
The Compromiser - The person who gives up more than the competitor but less than the accommodator
The Avoider - The person who evades or prolongs a situation but never addresses the conflict
The Collaborator- The person who works and finds a solution that satisfies the concerns of all members

16. Six Steps

17. Step 1 - Set the scene Quiet, private settings Timing
Prior to sitting down, agree the purpose of the meeting
(gives them a chance to come prepared)

18. Step 2 – Define problem and outcomes
? Better working relationships
? Better solution to the problem
Make sure the person understands that it is a mutual problem

19. Step 3 – Good communication
Opening statements -- try to start out on a good note
Allow each party to express their point of view
Emphasize that you are presenting your perception of the problem
Listen –with empathy and see the conflict from the other persons point of view
Clarify feelings
During an argument, the parties are most likely “re-loading” rather than really listening. By re-loading we mean thinking about what you are going to say next rather than really hearing what is being said.

20. Step 4- Brainstorm possible solutions
Explore potential solutions and alternatives
Be open to all ideas (discuss the +ve and –ve possibilities)
Remain flexible
Focus on work issues and leave personalities out of the discussion

21. Step 5- Win-Win solution
Build a mutually satisfactory solution
Attack the problem, not the person.
Think "we," rather than "I versus you"
Come up with options in which both sides can win
Agree on what each person will do to solve the conflict
The key to conflict resolution is not in seeking to rid ourselves of our differences, but rather to learn to make our differences into assets rather than liabilities. See your differences as ingredients which, when blended, make your relationship stronger and more interesting

22. Step 6 – Do what you agreed to do
Set clear goals
Know how you will measure success
Review hallmarks of a good agreement

23. Further reading …..
Journal of conflict resolution

24. Summary
RELATIONSHIPS
RESOLUTION
CONFLICT
FEELINGS

25. Thanks for listening!
Raana
Mel
Gordon