Conflict Resolution

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Conflict Resolution

• Presentation by
• Bill Turner
• (Turner Training Services)

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Conflict

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

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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.

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Conflict resolution

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

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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.

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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

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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.

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Potential barriers to communication

• Language
• Culture
• Gender
• Noise
• Anger
• Fear
• Conflict

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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!

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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.

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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.

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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.

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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.

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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.

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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.

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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).

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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).

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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.

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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.

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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!