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Transcript of Conflict Resolution
Conflict is inevitable
No winners or losers
Both parties think their opinion is fact
Both parties see themselves as innocent victims who represent the side of truth and fairness
Blind to their own actions Why is there conflict? Unclear information
Differing perceptions, values, cultural norms
Need for power, status, ego
Ambiguous roles or guidelines
Others? Basic Methods for Resolving Conflict Assertive Communication 1. Describe:
Clearly and specifically
How do you feel, I statements
What you want and a deadline Active Listening Techniques Attending
Summarize Power or Compete
Accommodating Successful Mediation Safe environment
What makes it safe?
Impartial third party
Who should mediate?