CONFLICT RESOLUTION

MR. ROESHINK

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CONFLICT RESOLUTION

RECOGNIZE THE CONFLICT

DISFUSING THE TIME BOMB - HOW IS IT DONE?

SHARPEN YOUR SKILLS - WHAT SKILLS ARE NEEDED?

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WHAT IS CONFLICT?

DIRECT OPPOSITION, A CLASH OR DISAGREEMENT BETWEEN PEOPLE

CONFLICTS ARE EXPERIENCED AT HOME, WORK, SOCIAL RECREATION AND OFFICIATING A CONTEST

AS LONG AS YOU HAVE PEOPLE DEALING WITH PEOPLE, MAKING DECISIONS OR MEETING DEADLINES - YOU WILL HAVE CONFLICT

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WHAT ARE THE 3 TYPES OF CONFLICT?

Pre-existing (carry over from previous situation)Spontaneous Reaction - reaction in a critical time in the

argument/situationCumulative Response - series of events or items brought up

that do not favor one side or the other

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RESOLVING CONFLICT

FOR YEARS PEOPLE IN AUTHORITY JUST TOLD OTHERS WHAT TO DO

NOW, PEOPLE WANT TO BE HEARD AND HAVE A SAY IN WHAT IS HAPPENING

THEREFORE, COMMUNICATION BECOMES VERY IMPORTANT IN RESOLVING CONFLICT

*GOOD COMMUNICATION IS KEY FOR RESOLVING CONFLICT

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RESOLVING CONFLICT

APPROACH THE CONFLICT COLLABORATIVELY - WORK WITH THE OTHER PERSON IN UNISON

SIMPLE COMMUNICATION IS AT THE HEART OF CONFLICT RESOLUTION

WITH EVERY CONFLICT - IT’S A MATTER OF LISTENING AND SEEKING TO UNDERSTAND THE PROBLEM

MUST BE DONE WITHIN THE FRAMEWORK OF THE SITUATION

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LEVELS OF CONFLICT

INFORMAL - MORE OFTEN HANDLED QUICKLY, LESS NOTICEABLE BY OTHERS - QUICK COMMENTS TO THE OTHER SIDE AND PARTICIPANTS

FORMAL - NEEDS MORE ATTENTION MORE SKILLS NECESSARY TO RESOLVE OR UNDERSTAND WHAT THE OPPOSING SIDE HAS HEARD OR SEEN

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4 KEY COMPONENTS IN RESOLVING CONFLICT

1. GREAT LISTENING SKILLS

2. FLEXIBILITY

3. WILLINGNESS TO CHANGE

4. AGREE TO DISAGREE

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LISTENING SKILLS

MAINTAIN EYE CONTACTDO NOT INTERRUPT - LET THEM FINISHGOOD POSTURE - MAINTAIN A NON-THREATENING

POSITIONMENTALLY REHEARSE SITUATIONS YOU MIGHT BECOME

EMOTIONAL IN

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FLEXIBILITY

BE ABLE TO ADJUST TO ANY SITUATIONDO NOT TRY TO HANDLE THE SITUATION ALONE - USE

YOUR PARTNER(S)UNDERSTAND YOU ARE NOT GOING TO PLEASE

EVERYONE - AGREE TO DISAGREE - THIS IS A TWO WAY STREET

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CONFLICT MANAGEMENT

IS THE PRINCIPLE THAT ALL CONFLICTS CANNOT NECESSARILY BE RESOLVED

LEARNING HOW TO MANAGE CONFLICTS CAN DECREASE THE ODDS OF NONPRODUCTIVE ESCALATION

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DEFUSING THE SITUATION

INFORMAL CONFLICTS:NORMAL CONTEST SITUATIONS WILL NOT BE STOPPEDUSE VISUAL ACKNOWLEDGMENT WITH COACH OR PARTICIPANTSDIRECT EYE CONTACT OR USE CAUTION SIGN.

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INFORMAL CONFLICT

HANDLED QUICKLY, LESS NOTICEABLEUSE SHORT VERBAL EXPLANATION

“I HEAR YOU, I WILL WATCH FOR THAT” “I SAW IT DIFFERNTLY THAN THAT”

USE HUMOR ONLY WHEN APPROPRIATE - TIMING IS OF THE UTMOST IMPORTANCE WITH HUMOR

MOST OF ALL - KNOW YOUR AUDIENCE

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FORMAL CONFLICT

NEEDS MORE ATENTIONYOU 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

HELP YOUR PARTNER WITH POSITIVE INFORMATION - LET PARTNER MAKE THE CALL

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FORMAL CONFLICT

DEFUSE THE SITUATION - DO NOT ABUSE IT - GET EVERYONE CALMED DOWN IF POSSIBLE

DO NOT LOSE YOUR COMPOSURE - THIS IS INEXCUSABLE

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FORMAL CONFLICT

ALWAYS DISPLAY PROPER PHYSICAL DEMEANORGOOD EYE CONTACTPROPER POSTURELISTEN RATHER THAN CHALLENGEGIVE QUICK PRECISE EXPLANATION AND MOVE FORWARD

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FORMAL CONFLICT

CLOSE THE SITUATION AS RAPIDLY AS POSSIBLEREMEMBER DEFUSE RATHER THAN ABUSEEXAMPLE: “IF ____ HAPPENED TO ME I WOULD BE UPSET TOO.

LET’S SEE IF WE CAN FIGURE SOMETHING OUT TO FIX THIS.”

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