1. CONFLICT RESOLUTION 1

2. n RECOGNIZE THE CONFLICT n DISFUSING THE TIME BOMB - HOW IS IT DONE? n SHARPEN YOUR SKILLS - WHAT SKILLS ARE NEEDED? 2

3. WHAT IS CONFLICT? n DIRECT OPPOSITION, A CLASH OR DISAGREEMENT BETWEEN PEOPLE n CONFLICTS ARE EXPERIENCED AT HOME, WORK, SOCIAL RECREATION AND OFFICIATING A CONTEST n AS LONG AS YOU HAVE PEOPLE DEALING WITH PEOPLE, MAKING DECISIONS OR MEETING DEADLINES - YOU WILL HAVE CONFLICT 3

4. What Types of Conflict? n Pre-existing (carry over from previous situation) n Spontaneous Reaction - reaction in a critical time in the argument/situation n Cumulative Response - series of events or items brought up that do not favor one side or the other 4

5. RESOLVING CONFLICT n FOR YEARS PEOPLE IN AUTHORITY JUST TOLD OTHERS WHAT TO DO n NOW, PEOPLE WANT TO BE HEARD AND HAVE A SAY IN WHAT IS HAPPENING n THEREFORE, COMMUNICATION BECOMES VERY IMPORTANT IN RESOLVING CONFLICT n *GOOD COMMUNICATION IS KEY FOR RESOLVING CONFLICT 5

6. RESOLVING CONFLICT n APPROACH THE CONFLICT COLLABORATIVELY - WORK WITH THE OTHER PERSON IN UNISON n SIMPLE COMMUNICATION IS AT THE HEART OF CONFLICT RESOLUTION n WITH EVERY CONFLICT - IT’S A MATTER OF LISTENING AND SEEKING TO UNDERSTAND THE PROBLEM n MUST BE DONE WITHIN THE FRAMEWORK OF THE SITUATION 6

7. LEVELS OF CONFLICT n INFORMAL - MORE OFTEN HANDLED QUICKLY, LESS NOTICEABLE BY OTHERS - QUICK COMMENTS TO THE OTHER SIDE AND PARTICIPANTS n FORMAL - NEEDS MORE ATTENTION MORE SKILLS NECESSARY TO RESOLVE OR UNDERSTAND WHAT THE OPPOSING SIDE HAS HEARD OR SEEN 7

8. 4 KEY COMPONENTS IN RESOLVING CONFLICT 1. GREAT LISTENING SKILLS 2. FLEXIBILITY 3. WILLINGNESS TO CHANGE 4. AGREE TO DISAGREE 8

9. LISTENING SKILLS n MAINTAIN EYE CONTACT n DO NOT INTERRUPT - LET THEM FINISH n GOOD POSTURE - MAINTAIN A NON- THREATENING POSITION n MENTALLY REHEARSE SITUATIONS YOU MIGHT BECOME EMOTIONAL IN 9

10. FLEXIBILITY n BE ABLE TO ADJUST TO ANY SITUATION n DO NOT TRY TO HANDLE THE SITUATION ALONE - USE YOUR PARTNER(S) n UNDERSTAND YOU ARE NOT GOING TO PLEASE EVERYONE - AGREE TO DISAGREE - THIS IS A TWO WAY STREET 10

11. CONFLICT MANAGEMENT n IS THE PRINCIPLE THAT ALL CONFLICTS CANNOT NECESSARILY BE RESOLVED n LEARNING HOW TO MANAGE CONFLICTS CAN DECREASE THE ODDS OF NONPRODUCTIVE ESCALATION 11

12. DEFUSING THE SITUATION INFORMAL CONFLICTS: n NORMAL CONTEST SITUATIONS WILL NOT BE STOPPED n USE VISUAL ACKNOWLEDGMENT WITH COACH OR PARTICIPANTS n DIRECT EYE CONTACT OR USE CAUTION SIGN. 12

13. INFORMAL CONFLICT n USE SHORT VERBAL EXPLANATION n “I HEAR YOU, I WILL WATCH FOR THAT” n “I SAW IT DIFFERNTLY THAN THAT” n USE HUMOR ONLY WHEN APPROPRIATE - TIMING IS OF THE UTMOST IMPORTANCE WITH HUMOR n MOST OF ALL - KNOW YOUR AUDIENCE 13

14. FORMAL CONFLICT n CONTEST WILL TEMPORARILY BE STOPPED n YOU WILL BE DIRECTLY CONFRONTED BY THE OPPONENT. YOU MUST EVALUATE THE DEGREE OF INTENSITY. LISTEN, BE FLEXIBLE, EVALUATE THE SITUATION AND MAKE CHANGE IF NECESSARY n HELP YOUR PARTNER WITH POSITIVE INFORMATION - LET PARTNER MAKE THE CALL 14

15. FORMAL CONFLICT n DEFUSE THE SITUATION - DO NOT ABUSE IT - GET EVERYONE CALMED DOWN IF POSSIBLE n DO NOT LOSE YOUR COMPOSURE - THIS IS INEXCUSABLE 15

16. FORMAL CONFLICT n ALWAYS DISPLAY PROPER PHYSICAL DEMEANOR n GOOD EYE CONTACT n PROPER POSTURE n LISTEN RATHER THAN CHALLENGE n GIVE QUICK PRECISE EXPLANATION AND MOVE FORWARD 16

17. FORMAL CONFLICT n CLOSE THE SITUATION AS RAPIDLY AS POSSIBLE n REMEMBER DEFUSE RATHER THAN ABUSE n EXAMPLE: “IF ____ HAPPENED TO ME I WOULD BE UPSET TOO. LET’S SEE IF WE CAN FIGURE SOMETHING OUT TO FIX THIS.” 17

18. NECESSARY CHANGE n IF THE OPPOSING PERSON IS IN ERROR, MAKE THE NECESSARY CHANGE BY GIVING VALID REASONS OF YOUR DEFENSE n MAKE SURE THAT THE OTHER PERSON NOW AGREES TO YOUR STANCE OR A COMPROMISE 18

19. REVIEW n KEEP ONE’S COMPOSURE n EVALUATE THE CONFLICT n ESTABLISH YOUR COMFORT ZONE n MUST HAVE GOOD LISTENING SKILLS, BE FLEXIBLE AND A WILLINGNESS TO CHANGE IF WRONG n USE SIMPLE COMMUNICATION TO KEEP A SITUATION FROM ESCALATING 19

20. REVIEW n REVIEW CONCERNS TO SEE IF CHANGE IS NECESSARY n USE YOUR PARTNER(S) AS MUCH AS POSSIBLE n APPROACH A PROBLEM COLLABORATIVELY 20