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CONFLICT RESOLUTION

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CONFLICT RESOLUTION 2009 CANADIAN COAST GUARD AUXILIARY - PACIFIC ARTE and SAVs ARTE and SAVs SAVs - Station Assistance Visits ARTE - Advanced Rescue Trainer ... – PowerPoint PPT presentation

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Title: CONFLICT RESOLUTION


1
CONFLICT RESOLUTION
2009
CANADIAN COAST GUARD AUXILIARY - PACIFIC
2
ARTE and SAVs
3
ARTE and SAVs
  • SAVs - Station Assistance Visits
  • ARTE - Advanced Rescue Trainer / Evaluator

4
ARTE and SAVs
  • A Manager or Station can request a Station
    Assistance Visit to resolve a particular issue
    that may involve a
  • 1. Training deficiency
  • 2. Personnel problem
  • 3. Conflict within a station

5
ARTE and SAVs
  • ARTE team members are used in this capacity, and
    may become aware of a situation that needs
    assessing.
  • Where issues appear straight forward, they may be
    able to deal with themselves.
  • However in more complex human resources
    situations, they would simply assess, and provide
    feed back to the Human Resources Manager.

6
ARTE and SAVs
  • It is important therefore for ARTE Team members
    to be aware of the basics of conflict resolution,
    in order to
  • 1. obtain the necessary information needed for
    feedback
  • 2. resolve some simple problems or conflicts that
    may arise.
  • It is extremely important that you dont get in
    too deep!

7
What is Conflict?
8
What is Conflict?
  • An opposition of opinions or purposes that may
    cause mental strife
  • Fight
  • Argument
  • Disagreement
  • Heated Discussion

9
Causes of Conflict
10
Causes of Conflict 1
  • Conflict can stem from
  • opposition
  • a clash of opposing ideas
  • disagreement
  • fight or battle
  • contention, hostility

11
Causes of Conflict 2
  • opposing viewpoints or opinions
  • emotions
  • selfishness
  • miscommunication
  • misunderstandings
  • assumptions

12
Ways People Often Deal With Conflict
  • 1. Avoid the conflict
  • 2. Smooth over the situation
  • 3. One or both parties compromise
  • 4. Confrontation
  • 5. Power struggle
  • 6. Consensus

13
Paradigms
  • A theory, an explanation, or model of something
    else.
  • Wrong or Right map? Imagine you are navigating to
    find somewhere near Victoria and the chart you
    have is Vancouver.
  • The following examples show where two people will
    look at the same picture and see something
    different.

14
Sleeping creature or dalmatian walking?
15
Cartoon character playing trumpet or head of a
girl?
16
Duck or rabbit?
17
Strategies to Get Past Paradigms (Perceptions)
  • Avoid Assumptions
  • Validation
  • Listen
  • Problem Solving Skills
  • Tell Your Story

18
Conflict Resolution Strategies
  • 1. Isolate the facts from the emotions
  • It is easy to get caught up in the emotion of the
    conflict but try to stick to the facts whenever
    possible.

19
Conflict Resolution Strategies
  • 2. Task versus relationship
  • Make decisions according to the rules of the
    organization, etc. Personal relationships and
    feelings should be set aside.

20
Conflict Resolution Strategies
  • 3. Listen more
  • By listening to both verbal and nonverbal
    messages, you can gather more information to make
    accurate and fair decisions

21
Conflict Resolution Strategies
  • 4. Try to empathize with the person
  • By showing empathy you are indicating that you
    are respectful of that individuals perception
    and the emotions related to the conflict

22
Conflict Resolution Strategies
  • 5. Dont be defensive
  • Clarifying decisions should be a simple process
    when that decision is based on facts.

23
The 3-step Process for HandlingConflict
  • 1. Remove the source of the problem
  • 2. Change your perception of the problem
  • 3. Use your coping resources
  • - Flexibility
  • - Communication
  • - Problem solving

24
A Simple fact
  • 90 of conflict occurs not with what was said but
    the tone in which it was said!

25
Communication 1 Way or 2 Way
26
Communication 1 Way
  • One Way Communication
  • Sender
  • Message
  • Receiver

27
Communication 2 Way
  • Two Way Communication
  • Sender
  • Feedback Message
  • Receiver

28
Barriers to Effective Communication
29
Barriers to Effective Communication
  • Judging
  • 1. Criticizing
  • 2. Name-calling
  • 3. Diagnosing

30
Barriers to Effective Communication
  • Sending Solutions
  • 1. Ordering
  • 2. Threatening
  • 3. Moralizing
  • 4. Excessive questioning
  • 5. Advising

31
Blocking Phrases
  • Ordering, directing, commanding
  • Warning, threatening
  • Preaching, moralizing
  • Advising
  • Judging, criticizing, blaming
  • Interpreting, assuming
  • Ridiculing, shaming

32
Active Listening and Talking
33
Active Talking
  • Reflect meaning- respond to both the content and
    the feeling
  • Paraphrasing-putting in different words what the
    other person has said
  • Summarizing- identify the main themes by
    recapping and focusing on what is next
  • If you dont understand ask!

34
Active Listening
  • Active listeners should
  • S face the person SQUARELY
  • O adopt an OPEN posture
  • L LEAN slightly toward the other person
  • D be at a DISTANCE apart of about 1 metre
  • E keep good EYE contact
  • R try to be RELAXED

35
Strategies to Resolve Conflicts
36
Strategies to Resolve Conflicts
  • Assume you do not have all the answers.
  • Ask questions to understand the other person(s).
  • Be prepared to compromise or make a deal.
  • Postpone.
  • Enforce.
  • Compromise.
  • Explore.

37
Strategies to Resolve Conflicts
  • Turn ...

38
Strategies to Resolve Conflicts
39
Strategies to Resolve Conflicts
  • into ...

40
Strategies to Resolve Conflicts
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