Conflict Resolution

1
Conflict Resolution

• Presented by
• Jocelyn Morales
• Geoffrey Fortunato

2
What is conflict?

• A state of open, often prolonged fighting a
  battle or war.
• an active disagreement between people with
  opposing opinions or principles.
• To fight or disagree actively.

3
How to deal with difficult situations?

• Communicate effectively
• Stay in control (dont loose it)
• Learn how to work with others (empathetic,
  patient, etc)
• Build trust, relationship, rapport
• Be positive and dynamic!

4
When a situation goes bad

• Students will be more frustrated
• Anger will escalate
• Repress academic achievement
• Low self-esteem
• Lack of trust
• Can hurt the tutor-student relationship

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Developing Conflict Resolution Skills

• 1. Win/win Approach - This approach is about
  changing the conflict from adversarial attack
  defense, to cooperation. It is a powerful shift
  of attitude that alters the whole course of
  communication (Opponents or Partners)
• 2. Creative Response Transform problems into
  creative opportunities.

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Developing Conflict Resolution Skills Cont.

• 3. Empathy Develop communication tools to build
  rapport. Use listening to clarify understanding.
• 4. Appropriate assertiveness Apply strategies
  to attack the problem not the person (When to use
  I statements).
• 5. Cooperative power - Eliminate power over to
  build power with others.

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Developing Conflict Resolution Skills Cont.

• 6. Managing Emotions Express fear, anger, hurt,
  and frustration wisely to effect change.
• 7. Willingness to Resolve Name personal issues
  that cloud the picture.
• 8. Mapping the conflict Define the issues
  needed to chart common needs and concerns.

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Developing Conflict Resolution Skills Cont.

• 9. Development of options Design creative
  solutions together.
• 10. Negotiation skills
• Five basic principles
• Reframe
• Respond not React
• Re-focus on the issue
• Identify Unfair Tactics

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Developing Conflict Resolution Skills Cont.

• 11. Introduction to mediation Help conflicting
  parties to move towards solutions.
• 12. Broadening perspectives Evaluate the
  problem in its broader context.
• Adapted from The Conflict Resolution Network