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Click to edit Master title style<= /div>
Click to edit Master subtitle sty= le
‹date/time›
‹footer›
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------=_NextPart_01C8842E.CF386200 Content-Location: file:///C:/4D246902/Conflictmanagment1web_files/master05.xml Content-Transfer-Encoding: quoted-printable Content-Type: text/xml; charset="utf-8" ------=_NextPart_01C8842E.CF386200 Content-Location: file:///C:/4D246902/Conflictmanagment1web_files/pres.xml Content-Transfer-Encoding: quoted-printable Content-Type: text/xml; charset="utf-8" ------=_NextPart_01C8842E.CF386200 Content-Location: file:///C:/4D246902/Conflictmanagment1web_files/slide0002.htm Content-Transfer-Encoding: quoted-printable Content-Type: text/html; charset="windows-1252" Conflict
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Conflict
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Conflict
Section 1: <= /div>
What Is Conflict?
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What is conflict?
lConflict- when one or both parties are not able to secure what they need or want and are actively seeking t= heir own goals.
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Conflict Is A Natural Part Of Relationships
lInterpersonal conflict is unavoida= ble, but we can learn to manage it.
lConflict is a natural phenomenon, = neither inherently good or bad, but there may be positive or negati= ve outcomes.
l
<= span style=3D'visibility:hidden'>l
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Conflict is destructive when = it:
l
= l
lDiverts energy from more important issues and tasks.
lDeepens differences in values. <= /div>
lPolarizes groups so that cooperation is reduced.
lDestroys the morale of people or reinforces poor self-concepts.
l<= span style=3D'font-size:87%;mso-special-format:lastCR;display:none'>
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Conflict Is Typically Veiwed As Negative
<= span style=3D'font-size:74%'>lWe are familiar wi= th the general perceptions of conflict as “negative:”
<= span style=3D'font-size:82%'>•Anger
<= span style=3D'font-size:82%'>•Disagreement=
<= span style=3D'font-size:82%'>•Hostility= 3;
<= span style=3D'font-size:82%'>•Threat <= /i>
<= span style=3D'font-size:82%'>•AnxietyCompe= tition
<= span style=3D'font-size:82%'>•Tension =
<= span style=3D'font-size:82%'>•Violence = ;
<= span style=3D'font-size:82%'>•Destruction&= #13;
<= span style=3D'font-size:82%'>•Pain
<= span style=3D'font-size:82%'>•War =
l
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Positive Conflict
lAre we familiar with possible positive outcomes of conflict? = ;
•Use flip chart.
•See next slide for some examples.
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Positive Conflict
lPotential Productive Outcomes of Conflict:
•Cla= rifying
•Lea= rning
•Sti= mulating
•Int= imate
•Cou= rageous Strengthening
•Cre= ative
•Hel= pful
•Enr= iching
•Car= ing
•Opp= ortunity
•Inc= lusive
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When Is Conflict Constructive?
lAre we familiar with possible positive outcomes of conflict? = ;
•Use flip chart.
•See next slide for some examples.
l
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Conflict is constructive when= it:
l
lOpens up issues of importance, resulting in issue = clarification.
lHelps build cohesiveness as people learn more abou= t each other.
lCauses reassessment by allowing for examination of= procedures or actions.
lParticipants may become aware of new information.&= #13;
lResults in reduced fear of the unknown.
lIncreases individual involvement.
l<= span style=3D'font-size:71%;mso-special-format:lastCR;display:none'>
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Assumptions about, Cause= s of and Value of Conflict
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Assumptions about, Cause= s of and Value of Conflict
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=
Conflict
Section 2: <= /div>
Our Relationship With Conflict
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Our Relationship To Confl= ict Is Learned
lManag= ing conflict in a dysfunctional way is a learned behavior and can be changed.
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How Did We Learn To Manage Conflict?
lHow d= o/did we learn our own styles of conflict management?
<= span class=3DBB style=3D'position:absolute;left:-4.76%;top:.39em'>lRole Models?
<= span class=3DB1B style=3D'position:absolute;left:-4.04%;top:-.3em'>•Fami= ly role models
<= span class=3DB1B style=3D'position:absolute;left:-4.04%;top:-.3em'>•Cele= brity role models
<= span class=3DB1B style=3D'position:absolute;left:-4.04%;top:-.3em'>•Teac= hers/mentors/coaches
<= span class=3DB1B style=3D'position:absolute;left:-4.04%;top:-.3em'>•Media examples/role models
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How Did You Learn To  Deal With Conflict?
lChildhood Messages <= /span>
= l
lList the direct or su= btle messages you were taught about conflict.
l
l1.  Which of these messages dominates how = you feel about conflict today?&#= 13;
= l
l2.  Which messages could you discard?
= l
l3.  Which messages will you retain?
l<= span style=3D'font-size:71%;mso-special-format:lastCR;display:none'>
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Your Conflict Inventory
Pers= onal Check-In:  Response to Conflict
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Personal Styles of Dealing with Conflict
lTurtle (Avoidance)
l<= span style=3D'font-size:77%;display:none'>
lTeddy Be= ar (Accommodation)
l<= b>
lShark (Domination)
l<= b>
lFox (Compromise)
l<= span style=3D'font-size:77%;display:none'>
lOwl (Integration)
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=
Conflict
Section 3: <= /div>
Learning To Resolve <= /b><= b>Conflict
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Which Resolution Style W= ill You Use?
lIt’s likely that a person employs = more than one style of dealing with conflict, depending on the situation, but usually one style dominates. = ;
lCertai= n styles may be appropriate for certain situations.
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To A= chieve Win/Win Results
l
lGain participation from everyone involved in the conflict.
= l
lState the reason to work on a solution.
l
lHave each party see the problem/situation <= /span>from the other point of view.  State what you want.  Rep= eat what you hear.
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To A= chieve Win/Win Results
l
lIdentify the key issues and concerns involved.
l
lDeterm= ine what results you would constitute a fully acceptable solution.
•State = what you WANT to happen when results have been achieved.
•Include the results for you, for your relationship= s, and for jobs or task achievement.
•Agree = to work toward resolution and schedule a follow-up meeting.
l
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Conflict And Communication
<= span class=3DBB style=3D'position:absolute;left:-4.65%;top:.39em'>lManaging conflict constructively depends in large measure on clear, open, and honest communication=
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Elements of Communication
lSource = - Person that begins or initiates message
lMessage= - Information or the meaning=
lChannel= - Medium through which <= span style=3D'position:absolute;top:52.94%;left:4.54%;width:95.45%;height:45.09= %'>message is transmitted&= #13;
<= span class=3DBB style=3D'position:absolute;left:-4.1%;top:.39em'>l= Receiver - Person who is targeted for t= he = message
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Elements of Mess= age Meaning
93% of = the meaning of a message
comes f= rom nonverbal sources!
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Assumptions about Conflict
lWhat can we assume about groups= and conflict?
= l
lConflicts and disagreements will develop.
lSome conflicts can be minimized.
lThere are some unavoidable conflicts that <= /span>should not be suppressed or smoothed over.
lResolution of conflict does not have to result in = a win-lose situation.
l
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Conflict Resolution Skills
lWhen t= he following conditions are in place, the likelihood of a positive resolution increases: <= /div>
•Commitment to find a resolution that is mutually beneficial.
•Trust.
•Frame = of mind that there is more than one way to look at the issues.
•Belief that a solution exists.
•Commitment to stay in the communication process.
l
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Conflict Resolution Skills
lGetting the facts
lActive/Reflective Listening
lDefusing/managing anger
lEmpathy skills
lCognitive restructuring
lNegotiating outcomes
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Active Listening
<= span style=3D'font-size:77%'>lLook at the pe= rson speaking
<= span style=3D'font-size:77%'>lMaintain an op= en mind
<= span style=3D'font-size:77%'>lPay attention&= #13;
<= span style=3D'font-size:77%'>lAsk questions&= #13;
<= span style=3D'font-size:77%'>lRepeat what the speaker says
<= span style=3D'font-size:77%'>lListen for the feelings of the speaker
lDon’t: Interru= pt, change the subject, make up your mind before the person finishes speaking
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Conflict Resolution Process
<= span style=3D'font-size:77%'>lFind a good time a= nd place to talk.
<= span style=3D'font-size:77%'>lDiscuss the proble= m - Clarify issues
<= span style=3D'font-size:92%'>•Get all the facts&= #13;
<= span style=3D'font-size:92%'>•Use active (aka reflective) listening
<= span style=3D'font-size:92%'>•Use “I” messages&#= 13;
<= span style=3D'font-size:92%'>•Focus on the probl= em, not the person
<= span style=3D'font-size:92%'>•Avoid communication blockers
<= span style=3D'font-size:92%'>•Use the problem so= lving process
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The Problem Solving Process
lSteps To Follow:
•Defining the problem in terms of needs.
•Generating possible solutions (brainstorming).
•Evaluating and testing the various solutions.
•Deciding on mutually acceptable solutions.
•Implementing the solution.  (Try it out.) <= /span>
•Evaluating the solution.
l   =
l
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The Problem Solving Process =
•Some Assumptions a= bout the problem solving process:&= #13;
<= span style=3D'font-size:109%'>•Your needs are important
<= span style=3D'font-size:109%'>•My needs are equa= lly important
<= span style=3D'font-size:109%'>•We will approach = this conflict from a needs standpoint, not a solution standpoint.
<= span style=3D'font-size:109%'>•I will never use = my power.
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