conflicts new flexability
DESCRIPTION
What is conflict ! types of conflicts ...conflict transformation and management !TRANSCRIPT
LOGOAnna Poghsoyan
ConflictsConflicts20.03.2011
LOGOAgendaAgenda
Introduction to the session and aim & objectives Participants’ needs and expectationsDefinition of the conflict (the levels, sources,
function…)Exploring a conflict scenariosConflict Handling SkillsCommunication strategies for resolving conflict Negotiation techniques
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LOGOWorkshop OutcomesWorkshop Outcomes
The purpose of this workshop is to:
Help participants identify and understand conflict better;
Provide techniques for improving conflict resolution and communication skills;
Help participants resolve sample conflicts and build a climate of cooperation and be aware of and recognize cultural differences and needs
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LOGOExpectationsExpectations
What do I want to get out of this workshop?
What do I want to contribute?
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LOGOCode of ConductCode of Conduct
Respect: no verbal or physical abuse, religion segregation , racial discrimination, racist language or behavior is acceptable.
Space: people should have time and space to say what they need to, that means no interrupting, shouting down or hogging attention.
Care: people should do their best to be sensitive to the needs of the other members of the group; for example, listen quietly when difficult issues are being spoken about, be encouraging and positive, and frame critical remarks constructively.
Confidentiality: people should be free to say things that they wish to remain confidential and would say so if this is the case. Others need to respect the confidentiality.
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LOGO
What do you think of when you hear the word “conflict"?
What feelings do you have
when you think about conflict?
WHAT IS CONFLICT?
What kinds of things have you seen that cause conflicts to happen?
What kinds of things have you done or seen people do that help to resolve
conflicts?
LOGODefinitions of Conflict Definitions of Conflict
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….a disagreement between people where they seem to want two different things
....a struggle over values and claims to scarce status, power and resources (Lewis Coser)
.....a clash of ideas, interests, behaviours of two or more individuals or groups
…..a state of opposition, disagreement or incompatibility between two or more people or groups of people, which is sometimes, but not necessarily characterized by physical violence.
….an interaction or situation of tension between interdependent people who perceive incompatible interests, needs and goals.
….a disagreement between people where they seem to want two different things
....a struggle over values and claims to scarce status, power and resources (Lewis Coser)
.....a clash of ideas, interests, behaviours of two or more individuals or groups
…..a state of opposition, disagreement or incompatibility between two or more people or groups of people, which is sometimes, but not necessarily characterized by physical violence.
….an interaction or situation of tension between interdependent people who perceive incompatible interests, needs and goals.
LOGO Conflict is Constructive whenConflict is Constructive when
Results in clarification of important problems and issues
Results in solutions to problems Involves people in resolving issues important to
them Helps release emotion, anxiety, and stress Builds cooperation ad trust among people
through learning more about each other; Joining in resolving the conflict Helps individuals develop understanding and
skills
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LOGO Conflict is Destructive whenConflict is Destructive when
Takes attention away from other important activities
Undermines morale or self-concept Polarizes people and groups, reducing
cooperation it diverts energyIncreases or sharpens difference Leads to irresponsible and harmful behavior,
such as fighting, name-calling Parties take ‘either - or’ positions, believing their
way is right and develop negative feelings toward each other
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LOGOKey Messages About ConflictKey Messages About Conflict
Conflict is neither good nor bad Conflict is inevitable Conflict does not have to result in winners
and losers In conflict both parties tend to believe that
their opinion is fact
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LOGOKey Messages About ConflictKey Messages About Conflict
Too often both parties see themselves as innocent victims who represent the side of truth and fairness
Too often both parties perceive all destructive acts carried out by others completely blind to identical acts carried out by self or those on ‘my’ side.
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LOGOConflict Types Conflict Types
Conflicts
• Political • Cultural•Ethnic •Religion • Economical •Psychological ...
•Interests•Roles •Values•Positions
Conflicts
LOGO
Conflict escalation stages Conflict escalation stages
Hidden stage
Struggle of
interests
Escalation stage De-
escalation stage
Open conflict or war
LOGO Conflict Stages Conflict Stages
They always rotate each other
CR
CC
AC
P
LOGO
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Conflict stages Conflict stages
Conflict Conflict Hidden stage
Open actions stage
Conflict management and negotiations
LOGO
In result In result
Lost of recourses
1.1.1.1.
Price- benefit model
3.3.3.3.
Lost of social support
2.2.2.2.
LOGO
Sources of the conflict1
What causes conflict? 2
4
3Take a few minutes to identify common causes or sources of conflict in your family, your community, your
Get in smalls groups and share the sources of conflict with othersGroup presentation
….
LOGO Perception and lack of communication….
Perception and lack of communication….
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In each situation multiple interpretation existWhat we believe to be true is relative to who we arePerception is relative to Identity
LOGO
Whom can you see on this photo? Whom can you see on this photo?
LOGO
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Profil of a YOUNG woman
Profil of an OLD woman
LOGO What about this one ? What about this one ?
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LOGO
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An Inuit from his back
The profile of a native American
LOGO
Communication Communication
Active Listening
ակտիվ լսելու տեխնիկաVisual Contact
Dialog
YourYourSloganSlogan
herehere
YourYourSloganSlogan
herehere
NOTE: cultural norms of different nations and societies vary greatly and thus have a major
influence on the skill of active listening
LOGOSecrets Of Communication Secrets Of Communication
LOGOCommunication Communication
Effective communication…Listen in an understanding and supportive way, using your whole body, not just your ears. …Listen for the whole message by paying attention to body language, feelings, the meaning of what is said and what is not said. …Do not prejudge because of previous history, dress, accent or other irrelevant characteristics. ….Do not interrupt the other party. We can listen three to five times faster than someone can talk. If you disagree, do not become aggressive. ….Restate the other party's comments, present your point of view, and return the dialogue to the other party by asking for a reaction to your views.
LOGO Communication Communication
Assertive behavior, i.e., clearly expressing what you feel and saying what you want;
Active listening, i.e., listening in an understanding, non-judgmental and supportive way
LOGO
Characteristics of Communication Behaviors
Characteristics of Communication Behaviors
Assertive Behavior
Passive-aggressive Behavior
Aggressive Behavior
Passive Behavior
LOGO Characteristics of Communication Behaviors
Characteristics of Communication Behaviors
1. Passive Behavior Passive behavior is revealed when we:
• Don’t participate or share our thoughts and ideas • Always stick to middle-of-the-road, refraining from
taking a stand • Allow others to make decisions for us • Keep our voice low &/or avoid eye contact; keep
from calling attention to ourselves • Verbally agree with others despite our real feelings • Bring harm or inconvenience to ourselves to avoid
harming or inconveniencing others • Consider ourselves less knowledgeable or capable
than others.
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LOGO Characteristics of Communication Behaviors
Characteristics of Communication Behaviors
Aggressive BehaviorAn aggressive behavior is revealed when we: Interrupt others when they are speaking Try to impose our position on others Make decisions for others Accuse, blame and find fault with others without
regard for their feelings Bring harm or cause inconvenience to others rather
than to ourselves Consider ourselves stronger and more capable than
others Accept responsibility and positions of authority for the
purpose of manipulation or to give us a means of influencing others
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LOGO Characteristics of Communication Behaviors
Characteristics of Communication Behaviors
Passive Aggressive BehaviorPassive Aggressive Behavior is revealed when we:
Don’t participate and share thoughts when it is appropriate, e.g., in a meeting, but become very vocal when the issue can no longer be addressed, e.g., in the back room or with one or two people
Deny people an opportunity to deal with dissent since opinions not expressed openly are difficult to deal with openly
Whisper or exclude some people from hearing your point of view; or make side comments that all cannot hear and no one can respond to since the comments were not addressed to the entire group
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LOGO Characteristics of Communication Behaviors
Characteristics of Communication Behaviors
Assertive BehaviorAssertive behaviour is revealed when we: Allow others to complete their thoughts before we
speak Stand up for the position that matches our feelings or
the evidence Make our own decisions based on what we think is
right Face problems and decisions squarely Consider ourselves strong and capable, but generally
equal to other people Face responsibility with respect to our situation, our
own and others’ needs and rights.
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LOGO Thomas Kilman Conflict Handling StylesThomas Kilman Conflict Handling Styles
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CompetingCompeting
AvoidingAvoiding
Compromising
Compromising
Collaborating
Collaborating
Accommodating
Accommodating
LOGO
Competing is assertive and uncooperative.Collaborating is both assertive and cooperative.Compromising is intermediate in assertiveness as
well as in cooperativeness.Avoiding is unassertive and uncooperative. The
conflict is not addressed at all
Accommodating is unassertive and cooperative.
.
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LOGO Three Steps to Assertive Communication:
Three Steps to Assertive Communication:
1. Describe the situation or idea as clearly and specifically as you can.
2. Express how you feel about the situation. (Note: Use "I" or "My" statements to refer to how you are feeling and what you are thinking.)
3. Specify what you want. Include a specific deadline.
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LOGOPracticingPracticing
Example:
Someone has pushed in front of you in a line for a bus
Please choose to respond assertively
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LOGOPracticingPracticing
Describe the situation: “Excuse me. There is a line-up here of people who all want to get onto the next bus. Some of us have been waiting for over an hour.
Express how you feel: I find it frustrating that you just push into line without concern for others and their needs to get to work on time.
Specify what you want done: I think it is only fair that you go to the end of the line and wait your turn with the rest of us.
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LOGO Negotiation Negotiation
Negotiation consists of discussions between two or more parties around specific issues for the purpose of reaching a mutually satisfactory agreement.
Everyone is a negotiator !!!
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LOGO
Win –Win Win –Win Win-LostWin-Lost
Lost- Win Lost – Lost
LOGOWIN-WINWIN-WIN
Win-win negotiation is an approach to negotiating that stresses common interests and goals.
By working together parties can seek creative solutions and reach decisions in which all
parties can win
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LOGOSome guidelinesSome guidelines
Always frame using neutral language. Use objective and blame free language.
Move participants from positions to interests Defuse hostilities Try to clarify the issue from a neutral, third party
perspective Deal with one issue at a time Get agreement that both parties want to resolve
the issue Be short and concise Frame, don’t solve
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LOGO
Action Planning
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LOGO
Take all that you have learnedDecide what you are going to doReview a conflict you are involved with
and determine how you are going to address it.
Complete the action plan chart below to help you prepare for taking action
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LOGOPeace Forever Peace Forever
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