conflict resolution
TRANSCRIPT
Conflict Resolution
Conflict Resolution is a way for two or more parties to find a peaceful solution for a disagreement among them.
What is Conflict Resolution?
Competitive : Usually taken by one who is in a position of power. Can leave people leaving resentful.
Collaborative : Trying to meet the needs of all involved. Highly assertive , cooperative and acknowledges all individuals involved.
Compromising : Trying to find a solution which partially satisfies everyone.
Accommodating : A willingness to meet the needs of others at the expense of one’s own needs.
Avoiding: Evading the conflict completely.
Thomas & Kilmann’s style
Thomas & Kilmann’s style
While using this approach, one must follow these rules:
Good relationships are the first priority
Keep people and problems separate
Pay attention to the interests being presented
Listen first; talk second
Set out the facts
Explore options together
The “Interest Based Relational Approach”
Respects individual differences while helping people avoid becoming too entranced in a fixed position.
Step One: Set the scene
Use active listening skills
Restate
Paraphrase
Summarise
Conflict Resolution – The Process
Step Two: Gather Information
Focus on work issues & leave
personalities out of the discussion
See the conflict from the other person’s
point of view
Identify issues clearly and concisely
Remain flexible
Clarify feelings
Conflict Resolution – The Process
Step Three: Find areas of agreement Agree on the problem Agree on the procedure to follow Agree on worst fears Agree on some change to give an experience of success
Conflict Resolution – The Process
Step Four: Brainstorm Possible Solutions
Generate multiple alternatives
Determine actions to be taken
Determine what to do if conflict goes un-resolved
Conflict Resolution – The Process
Step Five: Negotiate a solutionThe 3 guiding principles while negotiating:
Be calm
Be patient
Have respect towards all involved
Listening carefully, exploring facts, issues and possible solutions
properly will help in resolving conflicts effortlessly.
Conflict Resolution – The Process