Conflict Resolution

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BCMS
Conflict Resolution
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Conflict

• Opposition
• a clash of opposing ideas
• disagreement
• fight or battle
• contention, hostility

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Cause of Conflict

• opposing viewpoints or opinions
• emotions

• Selfishness
• miscommunication or misunderstandings
• assumptions

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Paradigms

• A theory, an explanation, or way people sees
  something.
• Wrong or Right map?
• People develop paradigms based on own experiences.

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What do you see?
Spots or Dog
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What do you see?
Man or Two People Kissing
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What do you see?
Woman or man playing sax
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What do you see?
Rabbit or Duck
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Strategies to Get Past Paradigms (Perceptions)

• Avoid Assumptions
• Validation
• Listen
• Problem Solving Skills
• Tell Your Story

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Conflict Resolution

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

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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

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Elements of Message Meaning
93 of the meaning of a message comes from
nonverbal sources!
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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

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Roadblocks To Resolving Conflict

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

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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.
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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.

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Questions?