1. Resolving ConflictMoving From Conflict To Collaboration FacilitatorWillie Johnson Performance Improvement and Training Consultant

2. Conflict ResolutionWhat concerns me is not the way things are, but rather the way people think things are Epicteus 3. What Is Conflict? Positive or Negative Communication Fact Of Life State of being that occurrs over a prolonged period during which issues are not addressed thereby adding to dissonance. 4. The ChallengeWhen Dealing With ConflictSeek win-win relationships -Thru A Collaborative Process 5. All Roads Can Lead ToConflict:Differences in needs,Differences in perceiving objectives and values.Motives, words, actions Diversity and Miscommunication. Differing expectations ofUnwillingness to workoutcomes - favorablethrough issues, versus unfavorablecollaborate orPersonality Type compromise 6. Conflict Communication Skills Reflection (Ack. Behavior) I-Statements (Show Empathy) Diplomatic Disagreement Gentle Confrontation Firm ConfrontationUnderstanding - Demand For Action 7. Five Popular Approaches To Conflict Resolution Avoid Force Accommodate Compromise Collaborate 8. Avoid Avoid - sidestepping, ignoringor postponing. Avoiding Conflict Successfully Use when something else is more important. Down Side to Avoiding Conflict Could appear indecisive Matter remains temporarily unresolved 9. Force Force - making the other person dowhat you want. How to Force Successfully Be clear and direct Down Side to Using Force Causes Resentment Lowers Morale 10. Accommodate Accommodate - meeting the otherpersons needs, giving in to their desires. Accommodating Successfully Ask questions Accommodate graciously Down Side to Accommodating Pushover Doormat 11. Compromise Compromise - trading somethingyou want for something they want,finding the middle ground. Compromising Successfully What are you & the other person willing to give up? Down Side to Compromising Doesnt expose underlying issues Principles and ethics cannot be compromised 12. Collaborate Collaboration - Reaching a mutually beneficialagreement, and finding creative solutions thatmeet everyones needs. Collaborating Successfully Identify and clarify issues Restate the problem Find out what each side wants Generate possible solutions Anticipate possible problems. 13. 6 Key Actions To Moving FromConflict To Collaboration Establish mutualinvolvement. Focus situation, issue,behavior - Not person Seek to understand theother persons view. Present you perspectiveof the problem and itsimpact Decide on an appropriateplan of action. Express your appreciationfor the other person 14. Moving From Conflict ToCollaboration: Key Action #1Establish Mutual Involvement. Briefly describe the problem. State your positive intentions 15. Moving From Conflict ToCollaboration: Key Action #2Seek To Understand TheOther Persons Point OfView. Ask questions to bring out critical issues. Listen until you completely understand Check your understanding 16. Moving From Conflict ToCollaboration: Key Action #3Present your perspective ofthe problem and itsimpact. Describe the problem and its impact from your perspective (be objective & non-judgmental / ID your feelings, desires & needs) 17. Moving From Conflict ToCollaboration: Key Action #4Decide On An Appropriate Plan Of Action Agree on the issues to beaddressed Share responsibility forimplementing your plan Document agreed-uponactions/follow-up times 18. Moving From Conflict ToCollaboration: Key Action #5Express Your Appreciation For The Other Persons Efforts Thank the other person Summarize what you have learned 19. Strategies To Avoid Minimization Blame Unloading Manipulation 20. What do you do if you still cantresolve your conflict?CopingStrategies Dont waste energy with skepticswho wont listen. Agree To Disagree, Agreeably(No-Deal is form of Win-Win). Brainstorm with others anddevelop a new way of copingwith the situation. 21. Attitude: Your MOST Priceless Possession Managing Yourself Play Your Winners Managing Stress Accentuate The Positive Building Support Network - Network Thinking Powerfully Collaboration is the key to lasting relationships 22. Addendum Relationship Building 23. How Do You Maintain Positive Relationships? Become A Friendlier Person Win People To Your WayOf Thinking Be A Leader 24. Relationship Building(1) Become A Friendlier Person Dont criticize, condemn, or complain Arouse in others an eager want. Be a good listener (Seek first to understand then to be understood) Make others feel important. (Be sincere) 25. Relationship Building(2) Win people to your way of thinking Show respect for othersopinions. Try honestly to seethings from others pointof view. Be sympathetic withothers ideas & desires. Throw down achallenge. 26. Relationship Building(3) Be A Leader Ask questions instead of giving direct orders Praise even the slightest improvement Give others a fine reputation to live up to Use encouragement & make others feel happy about doing things you suggest. 27. What ripples out from You?