Conflict Resolution

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Conflict Resolution
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Who deals with conflict?

• Whether its conflict with a coworker, a friend or
  a parent everyone has conflict.
• Why do we discuss conflict?
• Its important to know how to handle conflict.

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• While we cannot avoid conflict, its important to
  know how to handle it in a constructive manner
  (and at work, in a professional manner)
• Many problems can be avoided by active listening.
  
• As healthcare workers, we must be able to prevent
  conflict from escalating

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Conflict Styles

• Avoidance -steering clear of conflict.
• Conflict makes you feel uncomfortable.
• So you might go along with what other people want
  to do, without saying what you want.
• You might let others treat you rudely or
  unfairly, without speaking up.

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• Some avoidance is smart!
• For example- avoiding a spot where a gang may
  hang out
• Staying away from people that encourage or like
  conflict.

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• Confrontation-tough, aggressive, in-your-face
  approach to conflict.
• You see conflict as a battle that you have to
  win.
• You argue, you try to dominate, you threaten, and
  you may get abusiveeither physically, by
  fighting, or verbally, by insults or sarcasm.

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• Sometimes confrontation is necessary
• If someone is attacking you or hurting you,
  confrontation is probably needed.
• Making a habit out of confrontation can lead to
  people avoiding you and get you in a lot of
  trouble.

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• Problem-solving- working to find solutions to
  conflict.
• Youre a good listener, you freely state your own
  feelings and opinions, and youre willing to
  compromise.
• You probably get along with many different
  people.
• You dont waste your energy fighting.

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Problem solving skills

• Problem-solving requires skill and practice
• Steps to problem solving
• Find a good time and place to talk- set a time
  when all parties are calm and meet in a private
  place.
• Set ground rules-No interrupting, no name
  calling, no put downs, tell the truth

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• Identify the problem or issue-
• Let each person say what happened
• Focus on the problem not on personalities
• Use active listening and I statements

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• Brainstorm for solutions-
• Be willing to compromise
• Dont judge
• Let each person voice their solution

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• Choose a solution and agree on it-
• Decide on a solution that everyone agrees to.

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I Statements

• I statements are used to take responsibility
  for your feelings/issue rather than blaming
  others.
• Focus on the problem not on the people involved.
• Make a non-threatening description of the problem

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How to De-escalate Conflict

1. Remain calm and centered-dont allow the other
   person to force you into escalating the conflict
2. Admit your part-say I apologize or Im
   sorry-this can help diffuse a situation.
3. Listen to the other person-listen for why they
   are upset or what they need.

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Summary

• What are the 3 types of conflict?
• What are the 4 parts of problem solving?
• What is the value in using I statements?
• How do you de-escalate conflict?