Fundamentals of Conflict Resolution

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Fundamentals of Conflict Resolution
Ava Fulbright Academic Program Manager Orlando
Regional Medical Center
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• Program Goals
• Identify sources of conflict
• Review conflict management styles
• Learns ways to manage and reduce conflict
• Practice management of conflict

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What is conflict ??? According to Websters
Dictionary Conflict is . . . A state of
disharmony between two or more individuals A
clash between hostile or opposing elements or
ideas
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Sources of Conflict

• Very strong or opposing personalities
• Differences in value systems
• Differences in emotion
• Differences in perception
• Differences in levels of self-esteem or
  confidence levels

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Some Common MISCONCEPTIONS

• If left alone conflict will take care of itself
• Confronting the issue or person is always
  unpleasant
• The presence of conflict is a sign of poor
  management
• Is a sign of low concern for the organization
• Anger is always negative and destructive

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Conflict Strategies-What are you like? There are
five universally accepted approaches to conflict
management.
Dominating
Obliging
Compromise
Collaborating
Avoiding
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Obliging . . .

• Also called placating
• Gives power to others
• Places higher value on others and low value on
  self
• Plays down differences between parties while
  looking for common ground
• Meets the needs of others while giving up
  something of importance to self

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Dominating . . .

• The opposite of obliging
• Emphasis is placed on self
• Overlooks the needs of others
• Use this style sparingly
• Effective only in a quick-fix or matter of
  unimportance

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Avoiding . . .

• Dont-rock-the-boat style
• Sidesteps the problem or issue
• Person avoiding withdraws from the event leaving
  others to struggle with the results
• Effective when issues are not important-allows
  for a cooling-off period
• Conflict can run its own course when this style
  is used

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Collaborating . . .

• Win-win conflict management style
• Seeks an exchange of information
• Encourages creative thinking, brainstorming or
  problem solving sessions
• Makes the time to discuss the problem or issue
• Works best when people and the problem are
  clearly separate

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Compromising . . .

• Middle of the road
• Everyone has something to give and something to
  take
• Powerful when both sides are right errs when one
  side is wrong!
• Most effective tool when issues are complex
• Advantage is that it gets parties talking!

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These Five Styles of Conflict Management

• Provide a structure for action
• Can aid in choosing a conflict management style
• Increases your understanding of conflict
• Help you to assess your management style

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Handling Conflict the ACES Way
A Assess the situation. C Clarify the
issues. E Evaluate alternative
approaches. S Solve the problem.
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Conflict Management Tips

• Encourage equal participation when addressing the
  issue
• Take time to step back and think about the issue
• Separate fact from opinion
• Focus on the problem - NOT the people
• Define expectations, be specific and tactful

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Conflict Management Tips

• Communicate changes in position
• Repeat what you heard and understood
• Come to an agreement that is
• satisfactory for all parties
• ACTIVELY LISTEN

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Lets see where we are
lets do the test - just go to the
Conflict Style worksheet and follow the
directions.
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Now that you know your style - Remember...

• Listen, Listen, Listen
• Acknowledge
• Explain
• Seek alternatives
• Use assertive statements when needed
• Summarize the discussion

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Points to Ponder

• Accept life as it is.conflict and all
• Look for common ground, areas of agreement
• and mutual concerns
• Differences should be recognized, respected and
• utilized rather than rejected and resented
• Practice the art of active and empathic listening
• A calm, reasoned response is always better than a
• hasty reaction