Conflict

1
Conflict

• And Its Management

2
Scope and Severity of the Problem

• Injury and violence is one of the 10 leading
  health indicators identified by the Healthy
  People 2010 initiative.
• In 1995, the cost of injury and violence in the
  U.S. was estimated at more than 224 billion per
  year. These costs include direct medical care
  and rehabilitation as well as productivity losses
  to the Nations workforce.

3
Scope and Severity of the Problem

• In 1997, homicide was the third leading cause of
  death for children aged 5 to 14 years, an
  increasing trend in childhood violent deaths.
• Many factors that contribute to injuries also are
  closely associated with violent and abusive
  behavior, such as low income, discrimination,
  lack of education, and lack of employment
  opportunities.

4
Conflict Resolution

• Interpersonal conflict is unavoidable, but we can
  learn to manage it.
• Conflict A condition that exists anytime two or
  more people disagree.

5
Conflict Resolution

• Conflict is a natural phenomenon, neither
  inherently good or bad, but there may be positive
  or negative outcomes.

6
Conflict Resolution

• General perceptions of conflict as negative
• Anger
• Disagreement
• Hostility
• Threat
• Anxiety

• Competition
• Tension
• Violence
• Destruction
• Pain
• War

7
Conflict Resolution

• Potential Productive Outcomes of Conflict
• Clarifying
• Learning
• Stimulating
• Intimate
• Courageous

• Strengthening
• Creative
• Helpful
• Enriching
• Caring
• Opportunity
• Inclusive

8
Conflict Resolution

• Managing conflict in a dysfunctional way is a
  learned behavior and can be changed.

9
Conflict Resolution

• How do/did we learn our own styles of conflict
  management?
• Role Models?
• Family role models
• Celebrity role models
• Teachers/mentors/coaches
• Media examples/role models

10
Personal Styles of Dealing with Conflict

• Turtle (Avoidance)
• Teddy Bear (Accommodation)
• Shark (Domination)
• Fox (Compromise)
• Owl (Integration)

11
Conflict Resolution

• Its likely that a person employs more than one
  style, depending on the situation, but usually
  one style dominates.
• Certain styles may be appropriate for certain
  situations.

12
Conflict Resolution

• Managing conflict constructively depends in large
  measure on clear, open, and honest communication

13
Elements of Communication

• Source - Person that begins or initiates message
• Message - Information or the meaning
• Channel - Medium through which message is
  transmitted
• Receiver - Person who is targeted for the message

14
Elements of Message Meaning
93 of the meaning of a message comes from
nonverbal sources!
15
Conflict Resolution Skills

• Getting the facts
• Active/Reflective Listening
• Defusing/managing anger
• Empathy skills
• Cognitive restructuring
• Negotiating outcomes

16
Conflict Resolution Process

• Find a good time and place to talk.
• Discuss the problem - Clarify issues
• Get all the facts
• Use active (aka reflective) listening
• Use I messages
• Focus on the problem, not the person
• Avoid communication blockers

17
Conflict Resolution Process

• Generate a variety of options brainstorm
• Choose a solution that works for everybody
• Try the solution. If it doesnt work, go back to
  step three and renegotiate.

18
Active Listening

• Look at the person speaking
• Maintain an open mind
• Pay attention
• Ask questions
• Repeat what the speaker says
• Listen for the feelings of the speaker
• Dont Interrupt, change the subject, make up
  your mind before the person finishes speaking

19
Roadblocks To Resolving Conflict

• Clashing Egos - Styles Of Conflicts
• Name calling
• Sarcasm/Ridicule
• Insulting
• Threatening
• Blaming
• Inflexibility
• Defensive body posturing/language

20
No-Lose Method

• Steps To Follow
• 1. Defining the problem in terms of
  needs.
• 2. Generating possible solutions
• (brainstorming).
• 3. Evaluating and testing the various
• solutions.
• 4. Deciding on mutually acceptable
• solutions.
• 5. Implementing the solution. (Try it
  out.)
• 6. Evaluating the solution.

21
No-Lose Method

• Some Assumptions about the No-Lose Method
• Your needs are important
• My needs are equally important
• We will approach this conflict from a needs
  standpoint, not a solution standpoint.
• I will never use my power.

22
Methods of Conflict Resolution- Behjat Sharif

• Denial
• Suppression
• Power
• Compromise
• Collaboration