1. CSAANYS MANAGING CONFLICT DEALING WITH DIFFICULT ADULTS

2. CSAANYS 5 MYTHS ABOUT CONFLICT MANAGEMENT 1. The presence of conflict is a sign of a poor manager. 1. The presence of conflict is a sign of a poor manager. 2. Conflict is a sign of low concern for the organization. 2. Conflict is a sign of low concern for the organization. 3. Anger is negative and destructive. 3. Anger is negative and destructive. 4. Conflict, if left alone, will take care of itself. 4. Conflict, if left alone, will take care of itself. 5. Conflict must be resolved. 5. Conflict must be resolved.

3. CSAANYS THE VALUE OF CONFLICT conflicts enable us to be aware of problems; conflicts enable us to be aware of problems; conflicts encourage change; conflicts encourage change; conflicts make life more interesting; conflicts make life more interesting; disagreement causes decisions to be re- thought disagreement causes decisions to be re- thought a good argument can resolve tensions; a good argument can resolve tensions; conflicts help you know yourself better; conflicts help you know yourself better; conflicts can deepen a relationship; conflicts can deepen a relationship; conflicts, when not taken TOO seriously, can be FUN! conflicts, when not taken TOO seriously, can be FUN!

4. CSAANYS IN ORDER TO MANAGE CONFLICT EFFECTIVELY: HAVE AN ACCURATE PERCEPTION OF THE CONFLICT; HAVE AN ACCURATE PERCEPTION OF THE CONFLICT; COMMUNICATE CLEARLY WITH THE OTHER PERSON; COMMUNICATE CLEARLY WITH THE OTHER PERSON; CONSTRUCT A TRUSTFUL CLIMATE; CONSTRUCT A TRUSTFUL CLIMATE; HAVE A STRUCTURE FOR RESOLUTION. HAVE A STRUCTURE FOR RESOLUTION.

5. CSAANYS CHARACTERISTICS: INCREASED CONCERN FOR SELF; INCREASED CONCERN FOR SELF; INCREASED IMPORTANCE OF “FACE” INCREASED IMPORTANCE OF “FACE” NICE PEOPLE TURN NASTY NICE PEOPLE TURN NASTY USUAL STRATEGIES DON’T WORK USUAL STRATEGIES DON’T WORK INDIVIDUALS CAN BE DIFFERENT FROM GROUPS INDIVIDUALS CAN BE DIFFERENT FROM GROUPS

6. CSAANYS 3 STAGES OF CONFLICT STAGE I: DAILY EVENTS STAGE II: CHALLENGES STAGE III: BATTLES

7. CSAANYS STAGE I: DAILY EVENTS IS IT RELATED TO PAST EVENTS? IS IT RELATED TO PAST EVENTS? WHAT DO WE AGREE ON? WHAT DO WE AGREE ON? CAN WE BUILD A NEW FRAMEWORK? CAN WE BUILD A NEW FRAMEWORK? IS IT MORE A MATTER OF EMOTION? IS IT MORE A MATTER OF EMOTION?

8. CSAANYS STAGE II:CHALLENGES IS THE ATMOSPHERE SAFE? IS THE ATMOSPHERE SAFE? BE HARD ON FACTS, SOFT ON PEOPLE BE HARD ON FACTS, SOFT ON PEOPLE SHARE RESPONSIBILITY FOR FINDING ALTERNATIVES SHARE RESPONSIBILITY FOR FINDING ALTERNATIVES LOOK FOR MIDDLE GROUND-WIN- WIN LOOK FOR MIDDLE GROUND-WIN- WIN ALLOW TIME ALLOW TIME

9. CSAANYS STAGE III: BATTLES PAY ATTENTION TO DETAILS PAY ATTENTION TO DETAILS CONSIDER OUTSIDE HELP CONSIDER OUTSIDE HELP IDENTIFY THOSE AT LOWER STAGES OF CONFLICT, AND BEGIN REDIRECTING THEM IDENTIFY THOSE AT LOWER STAGES OF CONFLICT, AND BEGIN REDIRECTING THEM TAKE TIME TAKE TIME

10. CSAANYS STYLES FOR MANGING DIFFERENCES pers. high mod pers im- pers flexibility of viewpoint firmmod. firmflexible

11. CSAANYS Roadmap for handling conflict diagnose issues plan strategy implement and evaluate problem-solve

12. CSAANYS 7 C’s of Conflict Management Characteristics Characteristics Classification Classification Constructive Constructive Credibility Credibility Conditional Conditional Care Care Constraint Constraint

13. CSAANYS Remember: conflict may be a grace-filled moment, an opportunity for us to see with different eyes, to learn the ‘deep down’ about the other person, and to come to a place where we agree to disagree agreeably. -SCC