Rob Jones

What is conflict Identify conflict Factors to Increase conflict Factors to decrease conflict Overcoming conflict Summery Final Questions

Understand ways to overcome conflict management in a number of scenarios

noun /konflikt/ 1 a serious disagreement or argument. 2 a prolonged armed struggle. 3 an incompatibility between opinions, principles, etc.: a conflict of interests

Source: Oxford English Dictionary

Differences in style Interdependence conflicts Differences in background/gender Differences in leadership Personalities

Shouting, swearing Name calling Accusing Interrupting Not listening Talking over Making unreasonable demands

Active listening Understanding the other’s point of view Calm voice Calm non-verbal and body language Not invading personal space Finding some common ground Admitting you are wrong Saying sorry (and meaning it!)

Do not:

Avoid the conflict hoping it will go away

Don’t let small problems escalate

Believe that the only people are affected by conflict are the participants

Do: Identify and clarify the issue Get perspective on the issue Acknowledge where you disagree and agree Assertive communication Explore possible solutions and pick at least 1

thing you can do about the issue Give & take / compromise / middle ground Collaboration

Understand ways to overcome conflict management in a number of scenarios