Conflict resolution basics
- 2. conflict
- 4. • Not every conflict involving people who are different is caused by cultural differences. • We cannot know all things about all cultures. • There are no universal intercultural problem-solving methods. • In every culture people communicate because they want to be listened to and they want to be understood. • In every culture people respond to respect and disrespect. Cultural Differences
- 5. Thomas-Kilmann Conflict Modes Source: Ed Batista www.edbatista.com/2007/01/conflict_modes_.html ASSERTIVENESS Focus on my needs, desired outcomes and agenda COOPERATIVENESS Focus on others’ needs and mutual relationships Avoiding • Withdraw from the situation • Maintain neutrality Accommodating • Accede to the other party • Maintain harmony Competing • Zero-sum orientation • Win/lose power struggle Collaborating • Expand range of possible options • Achieve win/win outcomes Compromising • Minimally acceptable to all • Relationships undamaged
- 6. Effective Strategies for Managing Conflict Active Listening Apologizing Compromising Humor Negotiating Postponing Sharing Soliciting Intervention Taking Turns
- 7. Poor Strategies for Managing Conflict Violence Running away Whining
- 8. LISTEN. BE FLEXIBLE. BE WILLING TO CHANGE. Remember . . .
- 9. More Resources Conflict Resolution Network, http://www.crnhq.org/ Skills Converged, http://www.skillsconverged.com/FreeTrainingMaterials/tabi d/258/articleType/CategoryView/categoryId/97/Conflict- Management.aspx Community Toolbox, http://ctb.ku.edu/en/tablecontents/sub_section_main_1164. aspx Campus-adr.org, http://www.campus- adr.org/Training_Center/content/trainingtools/