BUSINESS COMMUNICATIONSECOND CANADIAN EDITION

Part V: Putting it all together

Chapter Thirteen:Resolving conflicts effectively

Original Slides by Gates Stoner

Pima Community

College Adapted by Alan T. Orr

Objectives of this Chapter

• Learn how to approach conflict constructively

• Learn how to use assertive communication tools in conflict situations

• Review steps of conflict-resolution models

• Practice how to handle challenging reactions in conflicts

1

What is Conflict?

• Conflict A problem in which two or more people have a difference of opinions, methods, goals, styles, or values

• Approach taken determines if the outcome of a conflict is positive or negative

2

Behaviours to Avoid

• Yelling• Blaming• Reacting

defensively• Making negative

assumptions• Avoiding the

situation

• Subtle digs and sarcastic remarks

• Personal insults• Complaining• Issuing ultimatums• Arguing or pushing

harder and harder for your way

Actions undermining the conflict resolution process:

3

Taking the Path to Success

Go to the source

Stay in control

Stay focused on issues

Actively listen

Be straight and sincere

Go for solutions

Assume the other person means well

4

Aggressive Approach

Common Behaviours– Blaming– Interrupting– Refusing to

compromise– Attacking– Dominating

Focus on Solutions?No

Outcomes– Defensivene

ss– Resistance

5

Non-Assertive Approach

Common Behaviours– Avoiding– Appeasing

others– Hesitating

and apologizing

Focus on Solutions?No

Outcomes– Avoidance

6

Passive-Aggressive Approach

Common Behaviours– Gossip– Lack of

cooperation– Put-downs– Sarcasm

Focus on Solutions?No

Outcomes– Issues not

addressed– Negative

emotions7

Assertive Approach

Common Behaviours– Respectful– Positive

intention– Focus on

solution– Firm, but

open to compromise

Focus on Solutions?Yes

Outcomes– Better

relationships and feelings

– Conflict resolved

8

Which Approach is Best?

The assertive approach is best for conflict resolution because it is:– constructive and

respectful

– focused on solutions

– collaborative

– requires an effort to understand others

9

Conflict Resolution Models

• Resolving-concerns model Provides a problem-solving plan to

use in situations in which the relationship isn’t working as it should

• Needs-based model Useful when resolving differences that are work-issue related, rather than relationship-related

10

Resolving-Concerns Model

Step 1: Introduce the meeting

Step 2: Describe the concern

Step 3: Express your feelings or explain the impact (optional)

Step 4: Let the other person respond

Step 5: Work out the solution

Step 6: Close

11

Needs-Based Model

Step 1: Introduce the meeting

Step 2: Define the problem

Step 3: Identify the needs of the

stakeholders

Step 4: Work out the solution

Step 5: Close12

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