dealing with problems and conflicts
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What is conflict?
an open clash between two opposing groups or individuals
What is a battle?
a hostile meeting of opposing military forces in the course of a war
What is a dispute?
a disagreement or argument about something important
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
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
What are some strategies for conflict resolution?
- smoothing over
- bargaining and negotiating
- problem solving
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?
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
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
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
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
What would you like to do?
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