Resolving Conflicts
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This document discusses resolving conflicts in the workplace. It identifies two main sources of conflicts: personality clashes and issues with work structure. The objectives are to distinguish these conflict sources, understand the positive and negative impacts of conflicts, and establish a cooperative process for resolving conflicts when they arise. Key points are that conflicts should not be avoided but rather addressed head-on through open communication and cooperation between conflicting parties to find a mutually agreeable solution.
Resolving Conflicts
- 1. Welcome to: Resolving Conflicts Copyright © Vital Learning Corporation http://goo.gl/5C0Wo
- 2. Copyright © Vital Learning Corporation 1 Two Areas of Conflict • Personality Clashes – Differences in behavior styles, attitudes, beliefs, opinions • Structure of Work – Overlapping responsibility, use of same equipment, conflicting priorities
- 3. Copyright © Vital Learning Corporation 2 Resolving Conflicts Objectives • Distinguish between the two major sources of team member conflicts: personality clashes and work structure problems. • Be aware of the positive and negative impacts of conflicts. • Accept conflict as an inevitable part of all work situations, one that must be dealt with, not ignored.
- 4. Copyright © Vital Learning Corporation 3 Resolving Conflicts Objectives • Establish a cooperative atmosphere to resolve conflicts when they arise. • Help individuals involved in conflicts understand each other’s point of view. • Lead them to agree on the facts and a solution.
- 5. Copyright © Vital Learning Corporation 4 Review Essential Skills of Leadership Skill Points • Maintain or Enhance Team Member Self-Esteem. • Focus on Behavior. • Encourage Team Member Participation.
- 6. Copyright © Vital Learning Corporation 5 Objectives (cont.) Review Essential Skills of Communicating Skill Points • Create a Climate of Open Communication. • Design Clear, Concise Messages. • Manage Nonverbal Behaviors Effectively. • Listen to Communicate. http://goo.gl/5C0Wo
- 7. Copyright © Vital Learning Corporation 6 What is Conflict? Conflict is a disruptive clash of • interests • objectives • personalities between individuals and groups, or groups.
- 8. Copyright © Vital Learning Corporation 7 Avoiding Conflict Do Not Avoid Conflict! • Conflict sometimes produces positive outcomes. • Conflict can produce beneficial changes. http://www.chartcourse.com/supervisory-training/ http://goo.gl/5C0Wo
- 9. Copyright © Vital Learning Corporation 8 Skill Points • Ask Each Team Member to State Problem. • Ask Each Team Member to State Other’s View of Problem. • Ask Each to Confirm Accuracy of Other’s Restatement. • Focus on Objective Facts, Areas of Mutual Need or Mutual Goals. • Ask Each to Suggest Solutions. • Bring Both to Agreement on Specific Steps to Resolve Conflict and Set Up Time for Review.
- 10. Copyright © Vital Learning Corporation 9 Key Points when Resolving Conflicts • Conflicts are unavoidable – can have positive or negative effects. • Conflicts must be dealt with head-on. • Conflicts are best resolved when all parties cooperate in finding solution. http://goo.gl/5C0Wo
- 11. Copyright © Vital Learning Corporation 10 Key Points when Resolving Conflicts – Cont. • Team leaders must remain impartial and give conflicting parties the chance to express their positions. • The most successful resolution is one that is not at the expense of either party. • Solutions imposed from above may mask the conflict.
- 12. Copyright © Vital Learning Corporation 11 Objectives (cont.)Skill Points • Ask Each Team Member to State Problem. • Ask Each Team Member to State Other’s View of Problem. • Ask Each to Confirm Accuracy of Other’s Restatement. • Focus on Objective Facts, Areas of Mutual Need or Mutual Goals. • Ask Each to Suggest Solutions. • Bring Both to Agreement on Specific Steps to Resolve Conflict and Set Up Time for Review.