dealing with problems and conflicts

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  1. What is conflict?
    an open clash between two opposing groups or individuals
  2. What is a battle?
    a hostile meeting of opposing military forces in the course of a war
  3. What is a dispute?
    a disagreement or argument about something important
  4. What are some of the most common conflicts in the workplace?
    • -competition between groups
    • -increase workload 
    • -multiple role demands
    • -threats to professional identity and territory
    • -threats to safety and security
    • -scarce resources
    • -cultural differences
    • -invasion of personal space
    • -unmet expectations
  5. What are some signs that conflict resolution is needed?
    • 1. you feel very uncomfortable in a situation
    • 2. members of your team are having trouble working together
    • 3. team members stop talking with each other
    • 4. team members begin "losing their cool" and are attacking each other verbally
  6. What are some strategies for conflict resolution?
    • avoiding
    • withholding
    • smoothing over
    • accommodating
    • forcing
    • competing
    • compromising
    • confronting
    • collaborating
    • bargaining and negotiating
    • problem solving
  7. What are the 6 steps in the problem solving process?
    • 1. identify the problem
    • 2. generate possible solutions
    • 3. evaluate suggested solutions
    • 4. choose best solution
    • 5. implement solution chosen
    • 6. problem resolved?
  8. What are the 7 attitudes to dissolve conflicts?
    • 1. define what the conflict is about
    • 2. it's not you vs. me. It's you and me vs the problem
    • 3. identify your shared concerns against your one shared separation.
    • 4. sort out interpretations from facts
    • 5. develop a sense of forgiveness
    • 6. learn to listen actively
    • 7. purify your heart
  9. When is negotiating done?
    • when the problem is too big, too complex, or too heated.
    • It requires much careful thought beforehand and considerable skill in its implementation
  10. What are the steps in the informal negotiation process?
    • 1. scope the situation
    • -ask yourself:
    • what am I trying to achieve?
    • what is the environment in which I am operating?
    • what problems am I likely to encounters?
    • what does the other side want?
    • 2. Set the stage
    • 3. Conduct the negotiation
    • 4. Manage the emotions
    • 5. set the ground rules
    • 6. clarify the problems
    • 7. make your opening move
    • 8. continue with offers and counteroffers
    • 9. Agree on the resolution of the conflict
  11. What are tips for leading the discussion in trying to resolve a conflict?
    • create a climate of comfort
    • let others know the purpose is to resolve a problem or conflict
    • freely admit your own contribution to the problem
    • begin with the presentation of the facts
    • recognize your own emotional response to the situation
    • set ground rules
    • do not make personal remarks
    • avoid placing the blame
    • allow each person the opportunity to speak
    • do speak for yourself, but not others
    • focus on solutions
    • keep an open mind
Card Set
dealing with problems and conflicts
leadership #1
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