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Conflict Resolution

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Title: TACTICAL COMMUNICATION 3 Author: Peacock.DarynJ[HRD] Last modified by: Turner.BillB[HRD] Created Date: 9/5/2005 2:41:15 AM Document presentation format – PowerPoint PPT presentation

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Title: Conflict Resolution


1
Conflict Resolution
  • Presentation by
  • Bill Turner
  • (Turner Training Services)

2
Conflict
  • According to psychologists Conflict is
    unavoidable.
  • To be human is to experience conflict!

3
Where can conflict occur?
  • Where one or more strong personalities exist.
  • Where work is routine and monotonous.
  • In areas of high stress.
  • In group settings.
  • Where personalities are mismatched.
  • IN ENFORCEMENT WORKPLACES.

4
Conflict resolution
  • Requires an understanding of
  • The communication process
  • The physiological effects of conflict
  • The key elements of conflict

5
Communication
  • Is a process in which we interact and transfer
    information and meaning to each other.
  • Humans communicate verbally and non-verbally.
  • The communication process is simple (but complex)
    and has three key elements send, receive and
    interpret messages.

6
How we communicate
  • Research by Dr Albert Mehrabin (UCLA) indicates
    that humans communicate in the following manner
  • 7 Actual words
  • 38 Voice and vocal nuance
  • 55 Body language

7
The basic rules of communication
  • The way the message is delivered always affects
    the way the message is received.
  • The real communication is the message received
    not the message intended.
  • The way we begin our message often determines the
    outcome.
  • Communication is a two way street we have to
    give as well as gather.
  • Humans communicate both verbally and
    non-verbally.

8
Potential barriers to communication
  • Language
  • Culture
  • Gender
  • Noise
  • Anger
  • Fear
  • Conflict

9
Conflict and the body-alarm response
  • During emotional or conflict incidents the human
    body can undergo a significant number of
    biological changes (over 150).
  • High stress/fear/anger can provoke the body alarm
    response (often called the flight/fight/freeze
    response).
  • The body alarm response is a normal reaction to
    an abnormal situation!

10
The dynamics of the body alarm response
  • The nervous system triggers the BAR.
  • This response is augmented by an adrenal dump
    (the secretion of adrenaline and other hormones
    into the bloodstream to reinforce and prolong the
    stress reaction).
  • The circulatory system assists the response by
    diverting blood from the skin surface, the
    extremities and the digestive organs and pumping
    it to the large muscle groups that enhance speed
    and strength.

11
The dynamics of the body alarm response
(continued)
  • The increase in muscle demand means that the
    heart and lungs have to work harder this
    results in higher blood pressure, higher body
    temperature, increased perspiration and
    respiration.
  • Blood diversion affects the bodys ability to
    perform fine/complex motor skills.
  • Blood diversion can also cause digestive
    disruption which can result in nausea/vomiting.

12
The dynamics of the body alarm response
(continued)
  • Anxiety can overcome body functions resulting in
    fainting and decreased sensitivity to pain.
  • Reduced blood flow to the brain can decrease the
    ability to think and reason.

13
The communication consequences of the body alarm
response
  • Blood diversion can effect hearing, sight, speech
    and breathing.
  • Tightened (constricted) muscles can effect
    hearing, sight, speech and breathing.
  • Anxiety can effect sight, sound, hearing and
    concentration.

14
Controlling the body alarm response
  • Understand that it is a natural response
    (designed to protect you).
  • Control your rate and depth of breathing
  • Scan with your eyes (to prevent tunnel vision).
  • Give yourself space.

15
Conflict dynamics and strategies for resolution
  • The key elements of conflict
  • 1. Conflicts are invariably emotionally driven.
  • 2. Humans are defensive and aggressive in
    conflict situations.
  • 3. Conflicts are invariably inflamed by a lack of
    understanding of the issue or the problem.
  • 4. Conflicts are often compounded by a refusal or
    an inability to communicate.

16
1. Conflicts are invariably emotionally driven
  • You should therefore
  • Manage your attitude and behaviour (Remember the
    dynamics of the Bataris Box).
  • Manage your response to the persons attitude and
    behaviour.
  • Focus on the cause of the persons behaviour and
    not their attitude.
  • Not react to trigger words or phrases (Remember
    the last words you should ever say are the first
    words that come to your tongue!).
  • Be open and receptive do not prejudge (Remember
    to be alert to First Impressions).

17
2. Humans are defensive and aggressive in
conflict situations
  • You should therefore
  • Minimise your aggression.
  • Control your temper.
  • Keep your ego in check.
  • Use non-threatening body language.
  • Generate compliance through the use of good
    tactical communication skills (Remember most
    people do not like being told what to do).

18
3. Conflicts are invariably inflamed by a lack of
understanding of the issue of the problem
  • You should therefore
  • Be an active listener (Remember to listen with
    both your eyes and your ears).
  • Use non-verbal body language (postures and
    gestures) to signal that you are listening.
  • Focus on what the subject is saying rather than
    on how they are saying it.
  • Let the other person finish speaking before
    responding.
  • Actively seek to identify the issue or problem.

19
4. Conflicts are often compounded by a refusal or
inability to communicate
  • You should therefore
  • Be willing to communicate.
  • Know how to say what has to be said effectively
    and appropriately.
  • Know how to say it so that people remember.
  • Use your communication skills (sending,
    receiving, interpreting) to your advantage.
  • Know when to speak and when not to speak.

20
The final word!
  • A woman has the last word in any argument
  • Anything a man says after that is the beginning
    of a new argument!
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