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Dealing with conflict for Beginners - Study Online

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by

Stavroula Konidari

on 6 January 2017

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Transcript of Dealing with conflict for Beginners - Study Online

Aim
This session enables you to feel self-assured in your ability to understand your own and others' contributions to conflict. You will also ensure that you are confident in applying a range of skills when dealing with conflict
Method
All of us face conflicts at different times in our lives, with different people. The conflicts may be small or large, but the ability to deal with them
effectively
- and
respond
favourably - to a situation is a crucial
skill
to have.

It helps us not just in our personal lives, but it allows us to deal with problem situations in our
work
places. This makes it a skill for working with other people that we all need - it does not matter who we are, we will all encounter situations that we need to be able to cope with - and deal with - and these include situations involving conflict.
Look at your drawing and think about what the significant elements of the picture mean.
Many people automatically associate the term "conflict" with the term "war", and maybe your diagram represents this. If this is the case, remember that for this session, you will focus on conflicts between individuals rather than groups of people or nations.
Is conflict always destructive? If not, when is it useful?
Conflict is
inevitable
; it develops because we are dealing with
people
on an
interpersonal
level. We talk about our lives, studies, families,
experiences
, and sense of
mission
or
purpose
, and we all have differing
opinions
. We
learn
by
sharing
these with others.
Conflict results in the
clarification
of
important
problems and issues.
Solutions
are sought to problems.
Stimulates
communication
.
Helps
release
emotion, anxiety, and stress.
Builds
co-operation
among people through learning more about each other
Helps individuals
develop

understanding
and skills
What do we mean by conflict?
Using your pen and paper draw a picture that represents the term "conflict".

This isn't an art competition!

Just go for it!
Dealing with conflict for Beginners - Study Online
Careers & Employability
volunteering@londonmet.ac.uk

Learning objectives
By the end of this session you will be able to:
Define conflict
Discuss the usefulness of some conflict
Demonstrate signs of interpersonal conflict
Apply techniques for resolving conflict
You will begin by drawing pictures of your understanding of conflict.

This will be followed by a feedback session which encourages you to think about situations when conflict may be useful

You will then think about physical and behavioural signs of conflict between people.

A self-assessment questionnaire will be followed by case studies.

The session will finish with an ideastorm on how to resolve conflict. This will be detailed in a document for follow up.
Resources required:
Paper
Pen
Printer (optional)
Suggested timing:
1h15m

Skills Covered
Dealing with Conflict
Communication
Problem solving
Assertiveness
Empathy
Conflict resolution needs more skills!
minutes
minutes
It takes attention away from other important activities.
It
undermines
people's
morale
or sense of self
It encourages the development of
extreme
views and feelings, reducing co-operation
It increases or sharpens difference
It leads to
irresponsible
and
harmful
behaviour, such as
fighting
, name calling.
useful
destructive
Why does conflict happen?
minutes
Think about why conflict happens and write your suggestions on your piece of paper.
Did you think any of the following? Well done!
Conflict with own beliefs
Needs or wants not being met.
Values are being tested.
Perceptions are being questioned.
Assumptions are being made.
Minimal knowledge of a subject.
Expectations are too high/low.
Personality differences are present.
Self-assessment Conflict questionnaire
minutes
You will now do a quick self-assessment questionnaire to get an idea of how individuals respond to conflict situations.
Click on the link below to access the questionnaire
https://drive.google.com/open?id=0BzKOfYDpUvKKWGdfdnIyMW5qZXM
Complete the assessment. Once you have finished, read about your score on page 2 of the worksheet.
minutes
Case studies
Now that you have thought about why conflict happens, and how you react in conflict situations, we will now think about three different situations where conflict may arise.

Click on the link below to download the three case studies.
https://drive.google.com/open?id=0BzKOfYDpUvKKalA2aW1pckljaWs
1. Write down your first reactions to the situation.
2. Now think and write about other ways of reacting to your situations.
minutes
What do you consider alternative ways of reacting to these conflict situations?

Let's list some methods for resolving conflict.
Did you think any of the below? Well done!
Meet conflict head on.
Set goals - what do you want the outcome to be? How will you get there?
Use clear and frequent communication.
Be honest about concerns.
Agree to disagree.
Get individual ego out of style.
Let your team create - people will support what they help create.
Discuss differences in values openly.
Continually stress the importance of following policy.
Provide more data and information than is needed.
minutes
Write down reasons why the person in your case studies might have reacted to you in this way.
Did you think of any of the following reasons why? You're on the right track!
Making decisions based on preconceived ideas about the person.
Being tired/stressed/busy when you asked.
You remind them of someone else that they don't like
They have mistaken you for someone else.
Someone else has just annoyed them.
minutes
Write down as many signs of interpersonal conflict as you can- conflict between people.
Now that you have thought about ways in which conflict might arise, you will be working on the skills that can be used when dealing with conflict.
Suggested signs include:
Body language
Disagreements, regardless of issue
Withholding bad news
Strong statements
Surprises
Desire for power
Increasing lack of respect
Increasing lack of honesty
Now write down ways to calm such behaviour.
Suggestions may include:

Tone of voice
Ensuring regular contact
Timing
Be clear about subject
Take one issue at a time
Summary
Defined conflict
Explored the usefulness of some conflict
Thought about signs of interpersonal conflict
Applied techniques for resolving conflict
Handouts
Click on the links below to access the two handouts.
https://drive.google.com/open?id=0BzKOfYDpUvKKcUpxQ1FWMEJldmM
https://drive.google.com/open?id=0BzKOfYDpUvKKQ3dyaGFmTklNOUk
Post-workshop survey
Take 2 minutes to help us make our next workshop better.

Click on the link below to give us feedback.
https://volunteeringlondonmet.typeform.com/to/zKe5wA
minutes
Full transcript