conflict resolution for apds-arcs website
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8/14/2019 Conflict Resolution for APDS-ARCS Website
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Fundamentals of
Conflict Resolution
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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 ofConflict
Very strong or opposing personalities
Differences in value systems
Differences in emotion
Differences in perceptionDifferences in levels of self-esteem or confidence
levels
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5Some 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.Obliging
Avoiding
Compromise
Collaborating
Dominating
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Obliging . . .
Also called placating
Gives power to othersPlaces 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
TipsCommunicate 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 are16
lets do the test -
just go to theConflict 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 agreementand 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
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