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Welcome to the International Right of Way

Association’s Course 213

Conflict Management

213.PPT.R3.2015.06.01.0.0

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IntroductionsWho we are…What we do…

Where we do it…

How long we’ve been doing it…

Our goals for the course...

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Objectives At the conclusion of the day,

you will be able to...• Define conflict.

• Discuss sources of conflict and consequences.

• Implement several different conflict management strategies and tactics.

• Discuss ways to reduce or eliminate conflict.

• Implement a conflict management plan.

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Housekeeping

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Schedule8:00 - 8:30 Introductions, Etc.

8:30 - 9:30 Focus on Conflict

9:30 - 10:30 Conflict Management Styles

10:45 - 12:15 Tips

1:15 - 2:30 Difficult People

2:45 - 3:45 A Plan

3:45 - 4:00 Summary and Review

4:00 - 5:00 Exam

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ConflictConflict is a disagreement or collision (between people or among groups) in interests, ideas, beliefs, opinions, impulses, etc. with an emphasis on process rather than on outcome. The conflict can be perceived of as friendly or hostile orgradations in between.

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Sources of Conflict

• Individual differences

• Resource differences

• Relational differences

• Differences in needs, objectives or outcomes

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Attitudes (1)

1. Conflict is a fact of life and I work hard to resolve it.

2. I hate conflict; it gets my heart pounding and my adrenaline flowing. It just seems to make me angry.

3. In the long run, conflict strengthens relationships.

4. Conflict is a fact of life, but I work hard to avoid it anyway.

5. I like conflict; it gets my heart pounding and my adrenaline flowing. It’s exciting.

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Attitudes (2)

6. Conflict destroys relationships.

7. Conflict gives me the chance to “test”my own beliefs.

8. Conflict is more apt to complicate the situation rather than simplify it.

9. When I’m right, I never give in.

10. Even when I’m right, I give up to keep the peace.

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Conflict

Conflict can have either a dysfunctional or functional outcome.

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Conflict Management Styles• Avoidance (Withdrawing)

• Accommodation (Smoothing)

• Competition (Power)

• Compromise (Sharing)

• Integration (Problem-solving)

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Avoidance

Differences are too minor ortoo great to resolve. If resolution isattempted, relationships might be

adversely affected.

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Accommodation

Relationships and harmony must not be jeopardized.

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Competition

Need to prove superiority.

Need to satisfy own needs.

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Compromise

No one person or one idea is ideal. There are several ways to do anything.

A person needs to give to get.

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Integration

When both parties communicate openly, a mutually beneficial solution will be found without either person

making a major concession.

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Tips (1)

1. Reduce your stress

2. Be open to problem solution

3. Be a communications expert

4. You always have choices, select one

5. Help the other person to feel valued

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Tips (2)

6. Care less about winning

7. Look for the positive

8. Keep your promises

9. Be fair

10. Focus on what is right not on who is right

11. Take responsibility for your behavior

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Tips (3)

12. Once resolved (or not resolved) review the conflict

13. Work differently, not harder

14. You can’t control the uncontrollable

15. Pick your battles

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Tips (4)

16. Develop a high tolerance...

17. Many times problems cause more problem before they cause solutions

18. Keep your sense of humor

19. Deal with problems quickly

20. Deal with a fait accompli

21. Work to avoid deadlocks

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Difficult People (i)

• Don’t take anything personally• Act quickly• Deal with criticism• Recognize contributions• Encouragement

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Difficult People (ii)

• Use non-verbal cues• Deal with generalizations and misconceptions• Deal with anger• When all else fails

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The Plan

Plan

Anticipate

Act

Resolve

Implement

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Objectives Today, we...

• Define conflict.

• Discuss sources of conflict and consequences.

• Implement several different conflict management strategies and tactics.

• Discuss ways to reduce or eliminate conflict.

• Implement a conflict management plan.

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Thank you