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Conflict Resolution: Getting Along In The Workplace
Course Overview
Course Overview
Learning Objectives
Pre-Assignment: A Conflict Effectiveness Benchmark
Pre-Course Assessment
Defining Conflict
Defining Conflict
Defining Conflict
Assumptions
Positives and Negatives
Types of Conflict
Types of Conflict
Types of Conflict
Inner Conflict
Interpersonal Conflict
Group Conflict
Open Conflict vs. Hidden Conflict
Open Conflict vs. Hidden Conflict
Dealing with Conflict
Open Conflict
Hidden Conflict
Spontaneous and Reflective Behavior
Spontaneous and Reflective Behavior
Spontaneous and Reflective Behavior
Exploring Behaviors
The Johari Window
The Johari Window
Understanding the Johari Window
Self-Disclosure with the Johari Window
My Window
Case Study: Spontaneous and Reflective Behaviors
Case Study: Spontaneous and Reflective Behaviors
Case Study: Spontaneous and Reflective Behaviors
Case Study: Spontaneous and Reflective Behaviors
Case Study: Spontaneous and Reflective Behaviors
Questions
Questions
Stages of Conflict
Stages of Conflict
The Five Stages of Conflict
Latent Conflict
Perceived Conflict
Felt Conflict
Manifest Conflict
Conflict Aftermath
Conclusion
Another Version of the Conflict Process
Stage 1: Mild Difference
Stage 2: Disagreement
Stage 3: Dispute
Stage 4: Campaign
Stage 5: Litigation
Stage 6: Fight and/or War
Conflict Outcomes
Win-Lose
Win-Win
Strategies for Dealing with Conflict
Win/Lose Strategy
Win/Lose Strategy
Lose/Lose Strategy
Results of Win/Lose and Lose/Lose Strategies
Win/Win Strategy
Creating the Win/Win
Creating the Win/Win
Case Study
Case Study
Instructions
Conflict Resolution Style Questionnaire
Conflict Resolution Style Questionnaire
The Questionnaire
Score Sheet
The Conflict Grid
Pros and Cons
Authoritative Command/Competitive
Smoothing
Compromising
Problem-Solving
The Role of Communication in Conflict Resolution
The Role of Communication in Conflict Resolution
The Communication Chain
Speaker's Words
Speaker's Facial Expressions
Speaker's Tone of Voice
Other Body Language
Other Barriers
Paradigms
Education
Assumptions
Establishing Positive Intent
Making Connections
Accepting Differences
Active Listening Skills
Active Listening Skills
Active Listening Skills
Active Listening Skills
Responding to Feelings
Reading Cues
Demonstration Cues
Tips for Becoming a Better Listener
Paraphrasing Skills
Paraphrasing Skills
What Is Paraphrasing?
Case Study
Summary Questions
Making Connections
Powerful Questions
Powerful Questions
Asking Questions
Open Questions
Handy Questions
Making Connections
Making Connections
Probing Techniques
Probing Techniques, Part Two
Probing Techniques, Part Three
Body Language
Body Language
Body Language Basics
Body Language Basics
Making Connections
Making Connections
Pre-Assignment Review
Pre-Assignment Review
Pre-Assignment Review
The Conflict/Opportunity Test
The Conflict/Opportunity Test
The Conflict/Opportunity Test
Skills Test
Situation Two
Situation Three
Situation Four
Conflict and Its Resolution
Conflict and Its Resolution
Visualizing Conflict
Conflict Resolution Process
Assumptions when Using the Conflict Resolution Process
Hands-On Steps
Hands-On Steps
Hands-On Steps
Template
A Strategy for Conflict Resolution
Phase Two: Identify the Common Goal (Use Color 2)
Phase Three: Identify and Rate Underlying Needs (Use Color 3)
Phase Four: Explore Assumptions (Use Color 4)
Phase Five: Brainstorm Solutions and Choose One (Color 5)
Helping Others Through Conflict
Helping Others Through Conflict
Preparing for Conflict
Preparation Tips
Preparation Tips
Preparation Tips
Conflict Resolution with Facilitation
Give It a Name
Check for Agreement
Avoid Process Battles
Echo
Keep the Group on Track
Hold Them to Their Word
Encourage and Compliment
Deal With/Accept/Legitimize/Defer
Don’t Be Defensive
Use Your Body Language
Keep It Simple
Setting Norms
Sample Norms
Using Norms
Sample Survey
Coaching Through Conflict
Competing Issues
Managing Your Emotions
The Positive Effect
Fifteen Steps for Dealing with Upset People
Five Tips for Dealing with Difficult People
Six Steps for Dealing with Angry People
A Personal Action Plan
A Personal Action Plan
Starting Point
Short-Term Goals and Rewards
Long-Term Goals
Summary
Summary
Recommended Reading List
Recommended Reading List
Post-Course Assessment
Post-Course Assessment
Course Completion
Course Completion
Hands-On Steps
Brainstorm solution
Brainstorm potential solutions
Check brainstorm options against each person's rated needs
Choose a solution
Develop an implementation plan, if needed
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