1. IV. NEGOTIATION B. HOW TO DEFUSE CONFLICTS AND UTILIZE NEGOTIATION SKILLS DEFUSING AND HANDLING CONFLICT

2. DEFUSE CONFLICTS: Step one Step one: Make sure you perceive the problem accurately

3. DEFUSE CONFLICTS: Step two Step two: Decide if the battle is worth fighting What really matters to you? How sure are you that you are right? Whenever you are angry you have a choice between staying angry or letting your anger go – let go of anger over trivial matters

4. DEFUSE CONFLICTS: Step three Step three: Use your anger to resolve conflict, not to exacerbate it DO NOT ACUSE, ATTACK OR CALL PEOPLE NAMES After you have expressed your anger, don’t feel guilty, don’t hold a grudge, don’t sulk Forgive and forget Remember being angry at someone doesn’t necessarily mean hate or disrepect, simply that you want to resolve a conflict together

5. FIVE RESPONSES TO CHOOSE FROM WHEN HANDLING CONFLICT 1.COMPETITION: This is aggressive and uncooperative setting up a win-lose situation CREATES a competition set up between the two parties, one person has more authority than the other It forces a resolution. It is very power oriented

6. RESPONSE TWO 2. ACCOMODATION: This is uncooperative, but unassertive setting up a lose-win situation accommodating the individual at your own expense, you end up feeling resentful and angry; the conflict remains

7. RESPONSE THREE 3. AVOIDANCE: This is unassertive and uncooperative creating a lose-lose situation

8. RESPONSE FOUR 4. COMPROMISE: this is moderately assertive and cooperative with a modified win-lose situation

9. RESPONSE FIVE 5. COLLABORATION: This is a fully assertive and cooperative involving mutual problem solving and a compromise that sets up a win-win situation