Icebreaker: Team Trinkets · Web viewIt can be a word, idea, saying, or short story… anything related to conflict or conflict resolution. Begin by saying a word or idea yourself,

Icebreaker: Team Trinkets

PURPOSE

Conflict resolution can be a difficult topic, so it is important that participants are as comfortable as possible. This activity will help participants get to know each other while doing a non-conflict laden task.

MATERIALS REQUIRED

Paper plates

String

Single hole punch

Flip chart or banner paper

Legal-sized paper (or blank name tents)

Colored markers

Craft supplies (scissors, glue, sparkles, yarn, etc.)

ACTIVITY

Ask participants to number off to create groups of six to eight. Their task is to come up with a team name and slogan, preferably based on something that they all have in common. They should then create two of the following items:

Name cards for each participant

Team sign

Team hats

Team work area

Team song

Give participants about ten minutes for this task.

PRESENTATIONS

After all groups have completed the task, ask each group to present their team name, slogan, and items, and to explain how they arrived at a decision for each. Ask participants if conflicts arose over choices, and how those conflicts were managed.

Encourage groups to work together throughout the day and strengthen their bond.

What is Conflict?

Estimated Time 10 minutes

Topic Objective To understand what conflict is and how it can be a positive influence.

Topic Summary The Random House Dictionary defines conflict as, “to come into collision or disagreement; be contradictory, at variance, or in opposition; clash.”

Conflict can also be healthy and natural (for example, two teams striving for first place).

Materials Required One or more stuffed toy(s), depending on the size of your group

Recommended Activity Ask participants to sit in a circle. Explain that the stuffed toy represents power to speak. As you toss the toy around the circle, each person must say something about today’s topic. It can be a word, idea, saying, or short story… anything related to conflict or conflict resolution.

Begin by saying a word or idea yourself, and then toss the toy to a participant.

Delivery Tips If the group has more than 20 people, divide participants into smaller groups and provide each group with a stuffed toy.

Great ideas often receive violent opposition from mediocre minds.

Albert Einstein

What is Conflict Resolution?


Topic Objective To understand what “conflict resolution” and its related terms mean.

Topic Summary The term “conflict resolution” simply means how you solve conflicts.

Materials Required Flip chart paper

Markers

Planning Checklist Make sure you have plenty of flip chart paper and markers.

Recommended Activity Divide participants into groups of four to six. Give each group flip chart paper and markers. Ask each group to come up with different ways of resolving conflicts, without judging each method’s appropriateness or effectiveness.

After a few minutes, bring the class back together and discuss the various methods that teams came up with. Encourage evaluation during the discussion.

Delivery Tips You can use the teams from the icebreaker if you like.

Understanding the Conflict Resolution Process


Topic Objective To introduce participants to the conflict resolution process that will be the basis of this workshop.

Topic Summary See next page.

Materials Required Process diagram on flip chart or PowerPoint

Planning Checklist If you are not using the PowerPoint slides for this course, make sure you pre-draw the process on flip chart.

Recommended Activity Provide participants with a high-level overview of the conflict resolution process that will be discussed throughout the workshop.

Delivery Tips Do not get into great detail at this point. This is just an overview so that participants have the big picture before we begin.

Review Questions What is conflict? What is conflict resolution?

Neutralize EmotionsSet Ground RulesSet the Time and PlaceCreate an

Effective Atmosphere

Identify Needs for Me, Them, and Us

Create a Mutual

Understanding

Find Common GroundBuild Positive Energy and GoodwillStrengthen the PartnershipFocus on

Individual and Shared Needs

Examine Root CausesCreate a Fishbone Diagram (for complex issues)Identify Opportunities for ForgivenessIdentify the Benefits of Resolution

Get to the Root Cause

Generate, Don't EvaluateCreate Mutual Gain Options and Multiple Option SolutionsDig Deeper into the OptionsGenerate

Options

Create CriteriaCreate the ShortlistChoose a SolutionBuild a Plan

Build a Solution

Collaborating


Topic Objective To understand what the collaborative conflict resolution style looks like and when it should be used.

Topic Summary The parties in conflict work together to develop a win-win solution. This approach promotes assertiveness (rather than aggressiveness or passiveness).

Materials Required Flip chart paper (optional)

Markers (optional)

Planning Checklist If desired, you can pre-print the list of situations shown below onto flip chart paper.

Recommended Activity Discuss how these conflicts could be resolved in a collaborative manner.

Two employees have a daily disagreement over who should make coffee.

A team member is unhappy with his/her manager over work assignments.

Four team members all want parts of July off for vacation. Only one person can be off at one time.

Delivery Tips This activity can also be performed in small groups. Participants can stay in these groups for the remainder of the module.

We have used the same conflict examples throughout this module, and participants will see these examples later on in the workshop. This is simply to show how one situation can be approached in many different ways. As well, we want participants to focus on the tools being discussed, not the details of the conflict.

Competing


Topic Objective To understand what the competitive conflict resolution style looks like and

when it should be used.

Topic SummaryWith a competitive approach, the person in conflict takes a firm stand. They compete with the other party for power, and they typically win (unless they’re up against someone else who is competing!).


Markers (optional)

Planning ChecklistIf desired, you can pre-print the list of situations shown below onto flip chart paper.

Recommended Activity

Discuss how these conflicts could be resolved in a competitive manner.




Stories to Share This style is like playing tug-of-war.

Delivery TipsThis activity can also be performed in small groups. Participants can stay in these groups for the remainder of the module.

Compromising


Topic ObjectiveTo understand what the compromising conflict resolution style looks like and when it should be used.

Topic SummaryWith the compromising approach, each person in the conflict gives up something that contributes towards the conflict resolution.


Markers (optional)



Discuss how these conflicts could be resolved by compromising.




Stories to Share

The word “compromise” comes from an old Latin word meaning “mutual promise.”

Ambrose Bierce once defined compromise as, “Such an adjustment of conflicting interests as gives each adversary the satisfaction of thinking he has got what he ought not to have, and is deprived of nothing except what was justly his due.”

Delivery TipsThis activity can also be performed in small groups. Participants can stay in these groups for the remainder of the module.

Accommodating


Topic Objective To understand what the accommodative conflict resolution style looks like and when it should be used.

Topic Summary One of the parties in conflict gives up what they want so that the other party can have what they want.


Markers (optional)


Recommended Activity Discuss how these conflicts could be resolved in an accommodative manner.




Delivery Tips This activity can also be performed in small groups. Participants can stay in these groups for the remainder of the module.

Avoiding


Topic Objective To understand what the avoiding conflict resolution style looks like and when it should be used.

Topic Summary The last approach in the TKI is to avoid the conflict entirely. People who use this style tend to accept decisions without question, avoid confrontation, and delegate difficult decisions and tasks.


Markers (optional)


Recommended Activity Discuss how these conflicts could be resolved with the avoiding style.




Delivery Tips This activity can also be performed in small groups.

Neutralizing Emotions


Topic Objective To understand how to begin to turn negative emotions into positive energy.

Topic Summary

Key steps for the people in conflict include:

Accept that you have negative feelings and that these feelings are normal.

Acknowledge the feelings and their root causes.

Identify how you might resolve your feelings.

This can generate ideas about what the root cause of the conflict is, and how to resolve it.

Materials Required One set of Opposite Emotion cards per ten participants (see next page)

Planning Checklist

Write each emotion listed below on a single index card, so that you have a set of ten cards, each with a different emotion listed on it.

Happy

Sad

Angry

Calm

Disappointed

Satisfied

Resentful

Thankful

Confused

Enlightened

Recommended Activity Divide participants into groups of ten. Give each group a set of cards, and each person in the group one card. Explain that their task is to find the opposite emotion.

Happy + Sad

Angry + Calm

Disappointed + Satisfied

Resentful + Thankful

Confused + Enlightened

Once they have found their opposite, they should brainstorm ways to turn that particular negative emotion into its positive opposite.

Stories to Share

Think of the Chinese yin-yang symbol – how the black and white oppose and balance each other.

Delivery TipsIf your group does not have a multiple of ten participants, adjust the number of cards accordingly.

Setting Ground Rules


Topic Objective To understand what ground rules are, how to use them, and what their role is in conflict resolution.

Topic Summary Ground rules provide a framework for people to resolve their conflict.

Materials Required Flip chart paper

Markers

Recommended Activity Ask participants to come up with some ground rules for this workshop.

Stories to Share It is believed that the first written set of laws was created by Hammurabi in Ancient Babylon, in 1790 B.C.


Choosing the Time and Place


Topic ObjectiveTo understand the importance of the physical environment when resolving a conflict.

Topic SummaryWhen possible, choose a quiet place to discuss the conflict and make sure that there is lots of time allowed.

Materials Required List of major world events

Planning ChecklistPrepare a list of major events related to your area and the generation of the group you are teaching. We have included a sample list below.


Ask participants to try to remember when they heard about each event listed below, and where they were when they heard of it. Encourage discussion on how the time and place changed how they experienced the event.

Assassination of John F. Kennedy

World Trade Center attacks in 2001

2004 Indian Ocean Tsunami

Hurricane Katrina

The election of the most recent pope and/or country leader

What Do I Want?


Topic Objective To understand how to identify your wants and needs when in conflict.

Topic Summary To begin, identify what you personally want out of the conflict.

Recommended Activity Have participants think of a recent conflict at the workplace or at home. Ask them to list their wants and needs during that conflict.

Delivery Tips Encourage participants to share examples and improve their want/need statements.

What Do They Want?


Topic Objective To understand how to identify your opponent’s wants and needs when in conflict.

Topic Summary Next, identify what the person that you are in conflict with wants.

Recommended Activity Ask participants to continue with the same conflict example from the last topic. Ask them to write down what they think their opponent might have wanted and needed during that conflict.

Delivery Tips Encourage participants to share examples and improve their want/need statements.

What Do We Want?


Topic ObjectiveTo understand how to bring the needs and wants of both people in conflict together.

Topic SummaryNow that you have identified the wants and needs of both sides, look for areas of overlap. These will be the starting points for establishing mutual ground.

Recommended ActivityAsk participants to continue with the same conflict example from the last two topics. Ask them to look for areas of mutual ground in the two wants/needs lists.

Stories to Share

A Lion used to prowl about a field in which Four Oxen used to dwell. Many a time he tried to attack them, but whenever he came near they turned their tails to one another, so that whichever way he approached them he was met by the horns of one of them. At last, however, they fell to quarrelling among themselves, and each went off to pasture alone in a separate corner of the field. Then the Lion attacked them one by one and soon made an end of all four.

The moral of the story: United we stand, divided we fall.

Delivery Tips

Encourage discussion about participants’ discoveries.

Did they find mutual ground that they did not realize was there?

How does this change their approach to the conflict?

If the conflict has already been solved, what changes do you wish you could make?

Finding Common Ground


Topic ObjectiveTo understand the importance of building common ground throughout the conflict resolution process.

Topic SummaryYou should be able to find common ground even before the conflict begins. You should continue to try to find common ground throughout the entire conflict resolution process.

Materials Required List of categories and sub-categories

Planning Checklist

Prepare a list of categories and sub-categories. We have included a few examples below.

Seasons: Winter, Summer, Spring, Fall

Cookies: Chocolate Chip, Oatmeal, Molasses, Other

Preferred Vacation Spots: Beach, Mountain, City, Country

Animals: Cats, Dogs, Fish, Birds

Recommended ActivityAsk participants to stand. Explain that you will call out a category and then designate a corner of each room for the various sub-categories. Participants should go to the corner that describes their preference.

Stories to ShareMark Twain once said, “We have not all been generals, or poets, or statesmen, but when the toast works down to the babies, we stand on common ground.”

Delivery TipsParticipants will probably learn things about each other that they didn’t know. Explore how this helps us build common ground.

Building Positive Energy and Goodwill


Topic Objective To understand the importance of positive energy and goodwill.

Topic SummaryIf you are able to turn negative energy into positive energy, and build goodwill with the person that you are in conflict with, resolving the conflict will be much easier.

Recommended ActivityAsk participants to stand and stretch. Then, ask them to circulate through the class, greeting their fellow participants with great energy and enthusiasm, as if they were a long-lost relative or an old friend.

Stories to ShareA genuine smile requires 12 muscles, a frown takes 11 muscles, and a fake smile requires only two muscles.

Delivery Tips Make sure participants respect personal space during this activity.

Strengthening Your Partnership


Topic ObjectiveTo understand how to apply Tuckman’s team development model to conflict resolution.

Topic SummaryMaking the transition from opponents to problem-solving teammates is one of the most powerful conflict resolution tools.


Markers (optional)



Present each of the following scenarios to the class. What stage of development might each scenario correspond to?

The person that you are in conflict with keeps cutting you off.

Your conflict resolution meeting turns into a joke-telling competition.

You and the person that you’re in conflict with can’t agree on anything.

The person that you are in conflict with is very quiet and isn’t saying much.

Stories to ShareBruce Tuckman is still active in the academic field, and continues to teach, write, and research.


Review Questions What are the four stages of team development?

Examining Root Causes


Topic Objective To understand how to get to the root cause of a conflict.

Topic SummaryOne recommended technique is to keep asking “Why?” to get to the root of the problem.


Markers (optional)



Divide participants into pairs. Ask them to role-play these scenarios, with one person asking, “Why” and the other person answering, until they reach the root cause of each scenario.



You and another team member both want the same time off this summer.

Stories to Share This technique dates back to ancient Greece and Rome.

Delivery Tips Encourage participants to be creative with this exercise.

Review Questions What are the five W’s and the H?

Creating a Cause and Effect Diagram


Topic Objective To understand how to use fishbone (cause and effect) diagrams in conflict resolution.

Topic Summary Draw a horizontal arrow pointing to the right on a large sheet of paper. At the end of the arrow, write down the problem.

Now, work together to list possible causes. Group these causes. Draw a line pointing to the large arrow for each cause and write the cause at the top.

Now, write each cause on a line pointing to the group arrow. (Sticky notes work well for this.)


Markers (optional)

Sticky notes

Planning Checklist Make sure you have enough materials for several smaller groups.

Recommended Activity Divide participants into groups of four to six. Assign each group one of the following conflicts. Ask them to construct a fishbone diagram for that conflict.

The Production Team and the Design Team are having a conflict over the design of a new widget.

Two people on the same team are vying for the same promotion. This results in squabbling for credit and sabotaging each other’s work.

The managing director feels that the Vice President is changing focus too much and causing unnecessary work.

Stories to Share These diagrams were created by Kaoru Ishikawa in the 1960’s. They have become a key tool in problem solving and quality management.

Delivery Tips Encourage participants to be creative with this exercise.

The Importance of Forgiveness


Topic Objective To understand the role of forgiveness in the conflict resolution process.

Topic SummarySuccessful conflict resolution should give the participants some feeling of closure over the issue.

Recommended ActivityEncourage participants to share a time when they asked for or gave forgiveness.

Stories to Share“Forgiveness does not change the past, but it does enlarge the future.” – Paul Boese

Delivery Tips Respect the mood of this discussion.

Identifying the Benefits of Resolution


Topic Objective To understand how to identify the benefits of resolving conflict.

Topic Summary

Effective conflict resolution digs deep into the issues, often exploring unfamiliar territory, to resolve the core conflict and prevent the problem from reoccurring. However, this process can be time-consuming and emotionally difficult.

Recommended ActivityWork with the class to brainstorm some questions that could help identify the benefits of resolving a conflict.

Stories to Share

A King, whose only son was fond of martial exercises, had a dream in which he was warned that his son would be killed by a lion. Afraid the dream should prove true, he built for his son a pleasant palace and adorned its walls for his amusement with all kinds of life-sized animals, among which was the picture of a lion. When the young Prince saw this, his grief at being thus confined burst out afresh, and, standing near the lion, he said: "O you most detestable of animals! Through a lying dream of my father's, which he saw in his sleep, I am shut up on your account in this palace as if I had been a girl. What shall I now do to you?' With these words, he stretched out his hands toward a thorn-tree, meaning to cut a stick from its branches so that he might beat the lion. But one of the tree's prickles pierced his finger and caused great pain and inflammation, so that the young Prince fell down in a fainting fit. A violent fever suddenly set in, from which he died not many days later.

The moral of the story: We had better bear our troubles bravely than try to escape them.

Delivery TipsThe is-not analysis technique can also help illuminate key points. Simply ask what the cost of not resolving the conflict is.

Generate, Don’t Evaluate


Topic Objective To understand how to generate solution choices.

Topic SummaryTo begin, generate ideas for resolving the symptoms of the conflict. Then, move on to the root cause and expand your list of ideas.

Materials Required

Blank paper

Pens

Flip chart paper

Markers

Planning ChecklistMake sure you have lots of blank paper (at least one sheet per participant), and some extra pens.


Ask participants to take one minute and list all the zoo animals they can on a blank sheet of paper. After one minute, ask each participant to find a partner and create a combined list. Give participants two minutes, and then divide them into small groups (or bring them back into the large group). Ask the group to create a final list with input from all participants.

This exercise proves how many more ideas we can get when we work together!

Stories to Share

This is an example of synergy, where the meeting of two things results in more than the sum of their parts. (For example, if one person were to come up with 10 items, and the other person came up with 5 items, they would probably actually end up with a list of more than 15 items after brainstorming.)

Delivery Tips You can use almost any category you like for this activity.

Creating Mutual Gain Options and Multiple Option Solutions


Topic Objective To understand how to begin creating a list of potential solutions from the list of choices.

Topic Summary Once you have a good list of options, look over the list and perform some basic evaluation.

Materials Required Worksheet One

Planning Checklist One copy of Worksheet One per participant

Recommended Activity Divide participants into pairs. Ask them to review the story in Worksheet One and create a list of potential solutions for the people in conflict.

Delivery Tips Encourage participants to be creative with this case study.

Digging Deeper into Your Options


Topic ObjectiveTo understand how to finish creating a list of potential solutions from the list of choices.

Topic Summary Once the list has been narrowed down a bit, dig deeper into each option.



Recommended ActivityDivide participants into pairs. Ask them to review the story in Worksheet One and create a more detailed list of potential solutions for the people in conflict.

Stories to Share

A Vixen who was taking her babies out for an airing one balmy morning, came across a Lioness, with her cub in arms. "Why such airs, haughty dame, over one solitary cub?" sneered the Vixen. "Look at my healthy and numerous litter here, and imagine, if you are able, how a proud mother should feel." The Lioness gave her a withering look, and lifting up her nose, walked away, saying calmly, "Yes, just look at that beautiful collection. What are they? Foxes! I've only one, but remember, that one is a Lion."

The moral of the story: Quality is better than quantity.

Delivery TipsIf there is time, bring participants back into the large group. Discuss the various options presented and the brainstorming process used.

Creating Criteria


Topic Objective To understand how to create a framework for evaluating potential solutions.

Topic Summary Criteria should explore what you want and do not want from the solution.

Materials Required Worksheet One (continued from the previous module)

Worksheet Two

Planning Checklist One copy of Worksheet One per participant (continued from the previous module)

One copy of Worksheet Two per participant

Recommended Activity Divide participants into pairs. Ask them to review the story in Worksheet One. Then, they can use Worksheet Two to create a list of criteria.


Creating a Shortlist


Topic Objective To understand how to use criteria to find the most workable solutions from the list of potential choices.

Topic Summary Once criteria have been created, bring out the list of solutions. Eliminate any solutions that do not match the must-have criteria that you and your partner identified.

Materials Required Worksheet One (continued from the previous topic)

Worksheet Two

Planning Checklist One copy of Worksheet One per participant (continued from the previous topic)


Recommended Activity Divide participants into pairs. Ask them to use both worksheets to create a list of two or three possible solutions to the case study.


Choosing a Solution


Topic Objective To understand how to choose a solution to the conflict.

Topic Summary Now, choose a final solution. Remember, you can often combine multiple options for even greater success!


Worksheet Two

Planning Checklist One copy of Worksheet One per participant (continued from the previous topic)


Recommended Activity Divide participants into pairs. Ask them to come up with a final solution for the case study in Worksheet One.


Building a Plan


Topic Objective To understand how to put the chosen solution into action.

Topic SummaryOnce a solution is chosen, the people in conflict should create a plan to implement the solution.


Worksheet Two

Planning Checklist

One copy of Worksheet One per participant (continued from the previous topic)


Recommended ActivityIn a large group, discuss what solutions participants came up with and what the action plans for each solution might look like.

Stories to Share Plato once said, “A work well begun is half ended.”


Evaluating the Situation


Topic Objective To understand how to use the first three phases of the conflict resolution process to gather information quickly.

Topic Summary Combine the first three phases into a single step.

Phase One (Creating an Effective Atmosphere)

Phase Two (Creating a Mutual Understanding)

Phase Three (Focusing on Individual and Shared Goals)

Materials Required Worksheet Three

Planning Checklist One copy of Worksheet Three per participant

Recommended Activity Review the story in Worksheet Three. Discuss what the first steps might look like.

Delivery Tips This activity can also be done in small groups.

Review Questions What are the five conflict resolution approaches that we discussed at the beginning of the workshop? How do they integrate with this process?

Choosing Your Steps


Topic ObjectiveTo understand how to use phases four and five of the conflict resolution process to evaluate information.

Topic SummaryThink about the current conflict. Is it really the root cause or is it just a symptom of a larger problem? Next, make a short list of possible solutions, even if it’s just in your head.



Recommended ActivityReview the story in Worksheet Three. Discuss what phases four and five might look like in this scenario.


Creating an Action Plan


Topic Objective To understand how to conclude the short version of the conflict resolution process.

Topic Summary Once you have some ideas on how to resolve the conflict, do a quick evaluation, and create an action plan. Have a backup plan, too.



Recommended Activity Review the story in Worksheet Three. Discuss what the final steps might look like in this scenario.


Review Questions Ask participants to think of and explore scenarios where this shortened approach would be appropriate.

Using Individual Process Steps


Topic Objective To understand how to use parts of the conflict resolution process.

Topic SummaryMost of the items we have discussed in this workshop can be used individually as conflict prevention or resolution tools.



Recommended ActivityReview the story in Worksheet Three. Discuss what individual tools could be used in this scenario.

Review Questions What are the three short phases of the conflict resolution process?

Stress and Anger Management Techniques


Topic ObjectiveTo identify anger and stress management techniques that participants can use during conflict resolution.

Topic SummaryCoping thoughts, deep breathing, breaks, and appropriate debriefing, are all key stress management tools.

Recommended ActivityDivide participants into groups of four to six. Ask each group to brainstorm additional stress and anger management techniques.

Stories to Share The first scientific stress studies were conducted in 1939.

Delivery Tips If there is time, have participants report their findings to the larger group.

The Agreement Frame


Topic Objective To understand how to use the Agreement Frame in conflict resolution.

Topic Summary

The Agreement Frame takes one of three forms:

I appreciate, and…

I respect, and…

I agree, and…


Divide participants into pairs. Ask each pair to identify one person as Person A, and the other as Person B. For Round One, Person A will initiate a discussion about what they would like to make for dinner that evening. Person B will respond to each statement with a “but.” Example:

Person A: I would really like to have seafood for dinner tonight.

Person B: But it shouldn’t be breaded.

Person A: I really like spicy seafood.

Person B: But I don’t like pepper.

Let this round continue for a minute or so. Now it’s time for Round Two. Once again, Person A will initiate a conversation about tonight’s dinner menu. Person B will respond to each statement with, “Yes, and…” Example:

Person A: I would really like to have seafood for dinner tonight.

Person B: Yes, and it should be boneless.

Person A: I really like spicy seafood.

Person B: Yes, and we can add hot peppers.

Discussion points:

How did this activity make each participant feel?

What did it illustrate about communication?

What can we take back to the real world?

Stories to Share According to The Reading Teacher’s Book of Lists (3rd edition), “but” is the

31st most common word in the English language.

Delivery TipsThis activity can be performed with many other topics, including vacations, uniforms, or choosing a movie.

Asking Open Questions


Topic Objective To understand how to ask information-gathering questions.

Topic Summary

When possible, use the five W’s or the H to ask a question.

Who?

What?

Where?

When?

Why?

How?



Recommended ActivityAsk participants to go back to Worksheet One. Ask them to develop some open questions for the conflict participants, using the 5 W’s and the H.

Stories to Share This technique dates back to ancient Greece and Rome.

Appendix

Worksheet One: Crisis at Acme Auditing

CASE STUDY

Dave Dudley and Manny Munson just can’t get along. Dave leads the accounting team and has done so for 15 years. Manny heads up the quality control team. Although he’s been with the company less than a year, everyone agrees that his unique skill set is a perfect match for Acme Auditing.

Dave and Manny have both been appointed to head up a project to find a new accounting package that will help reduce accounting errors. However, their personality conflicts have prevented them from making any headway.

Major problems include:

Each person has a different idea about what the project’s goal should be.

Dave thinks Manny is too new to have a full understanding of the problem and Manny thinks Dave is afraid to try new things. As a result, they don’t respect each other, and their communication is very poor.

This project was created by the President of Acme Auditing, so the conflict needs to be resolved quickly.

WHAT ARE SOME POSSIBLE SOLUTIONS TO THIS CONFLICT?

CREATE A DETAILED OUTLINE FOR EACH OPTION.

AFTER COMPLETING WORKSHEET TWO, CREATE A SHORTLIST OF OPTIONS FOR DAVE AND MANNY.

WHAT IS YOUR RECOMMENDED SOLUTION?

WHAT MIGHT AN ACTION PLAN LOOK LIKE FOR THAT SOLUTION?

Worksheet Two: Criteria Identification

CRITERIA WANT? NEED? SHARED WITH OPPONENT? COMPROMISE ON?

Worksheet Three: Conflicts at We Care Catering

CASE STUDY

Norma has been with We Care Catering for three years. She works the day shift, and is therefore responsible for opening the shop in the morning, taking customer orders, and helping out in the kitchen as needed. Recently, We Care Catering’s owner hired Shawna to help Norma out in the daytime. Norma is having a difficult time working with Shawna; she wants to do everything her own way and seems not to care about Norma’s plans and processes.

One day, Shawna washes the floor with the wrong cleaning solution, making the floor very slippery. Norma gets very upset.

EVALUATE THE SITUATION

CHOOSE YOUR STEPS

CREATE AN ACTION PLAN

INDIVIDUAL PROCESS STEPS

Pre-Assignment

Please answer true or false for each of the following questions.

CONFLICT IS ALWAYS NEGATIVE.

CONFLICT IS ALWAYS VIOLENT.

CONFLICT IS INEVITABLE.

ANYONE CAN EXPERIENCE CONFLICT.

Action Plan

MODULE GOAL SPECIFIC? MEASURABLE? ACHIEVABLE? RELEVANT? TIMED? NEXT STEPS

ONE

TWO

THREE

FOUR

FIVE

SIX

MODULE GOAL SPECIFIC? MEASURABLE? ACHIEVABLE? RELEVANT? TIMED? NEXT STEPS

SEVEN

EIGHT

NINE

TEN

ELEVEN

TWELVE

Evaluation Form

Workshop Title: _____________________ Date: _____________________ Workshop Instructor: _____________________

Please rate the following items on a scale of one to ten, with one being abysmal, five being acceptable, and ten being perfect.

WORKSHOP ROOM 1 2 3 4 5 6 7 8 9 10

Comments:

WORKSHOP FACILITIES 1 2 3 4 5 6 7 8 9 10

Comments:

INSTRUCTOR KNOWLEDGE 1 2 3 4 5 6 7 8 9 10

Comments:

INTERACTIVITY OF WORKSHOP 1 2 3 4 5 6 7 8 9 10

Comments:

Would you recommend this course to others? Why or why not?

Other thoughts you would like to share?

Recommended Reading List

Carnegie, D. (1936). How to Win Friends and Influence People. Simon & Schuster.

Dana, D. (2000). Conflict Resolution. Mcgraw-Hill.

Fisher, R., Heen, S., & Patton, B. (2000). Difficult Conversations: How to Discuss what Matters Most . Penguin.

Fisher, R., Patton, B., & Ury, W. (1991). Getting to Yes: Negotiating Agreement Without Giving In . Penguin Books.

Ury, W. (2007). The Power of a Positive No: How to Say No and Still Get to Yes. Bantam.

Weeks, D. (1994). The Eight Essential Steps to Conflict Resolution . Tarcher.

Documents

Icebreaker: Team Trinkets · Web viewIt can be a word, idea, saying, or short story… anything related to conflict or conflict resolution. Begin by saying a word or idea yourself,