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Conflict Management

Transcript: Conflict is an relationship or a disagreement between two or more persons, between groups, regions or even nation emanating from different perceptions and interests. 1. Accurately identify possible areas or situations where conflict arises. Nonverbal 2. Demonstrate an ability to ask questions in a manner that elicits the needs, rather than the defenses. Speaking : Asking powerful questions Objectives 3. Demonstrate abilities to deal with conflicts. Action Relationship Problems Data Problems Interest Problems Structural Problems Values Differences Agenda I II III IV case III Page 2 Issues of low importance page 10 Space express their feelings about the situation, and show empathy for the other person. page 7 confident eye contact X Obeying orders Touch / differing standards on evaluation of ideas or behaviors Clarify the needs Obj. 2 \ Gesture eye contact / Repetition page 5 Stand your ground Assertive Behavior Show reasonableness Circle of Conflict (Copyright c 1997 CDR Association, Boulder, Co.) Substitution How would you like to see this situation work out? protecting self-interests Reduce tensions pose / Eye contact x Arguing or debating shy page 7 Page 3 sense of timing Accenting specify what behavior change they would like or can live with. page 11 Aggressive Behavior page 4 Page 1 guesture X Passive Behavior page 9 eye contact Get to know each other eye contact X Unpopular decisions guesture / Contradiction aggressive Examples of open-ended questions: How would you like to see this situation work out? What do you want us to do to help you? Why do you think things are the way they are? 1. A conflict is more than just a disagreement. 2. Conflicts continue to fester when ignored. 3. We respond to conflicts based on our perceptions 4. Conflicts trigger strong emotions. 5. Conflicts are an opportunity for growth. Body language Both parties Complementing Generate possible options Obj. 3 strong emotions stereotypes miscommunication and repetitive negative behavior describe the facts of the situation. page 5 \ Define the problem Obj. 1 Ability to withdraw Quick action lack of information and misinformation case I case II Avoid “Why did you say that?” or “Why didn’t you do that?” Leading questions such as “Don’t you think I have a valid point?” Yes/No questions Position of lower power p pose X unequal or unfair distributions of power and resources / Facial Expression Voice guesture X perceived competition over interests page 6 Selflessness

CONFLICT MANAGEMENT

Transcript: CASE STUDY www.mediate.com/articles/taylor.cfm The students are required to write down the word conflict in the center of a blank piece of paper and draw a circle around it. Words and phrases which are associated with the word “Conflict” are supposed to be written around the circle. This will then be reviewed and categorized as positive, neutral and negative thoughts. Once students have their result we will teach them ways of how they can improve their way of solving conflicts positively with an Individual Conflict Management Plan. Power relations: When Mercedes-Benz decided to produce their luxury car Maybach again the vast majority of the Mercedes-Benz Presidents & CEO’s across the world decided to include the Maybach as a model in the Mercedes-Benz product line. Dr. Juergen Schrempp which was the boss of the company at that time wanted Maybach to be a separate brand on its own. CEO’s argued that marketing campaigns would cost much more to build a brand image for Maybach. As Mercedes-Benz is a well known brand. Marketing campaigns would have been much more affordable for the company. In the end Schrempp went ahead with his choice, which he could do as he had the power and persuasion skills. This is a great example of how a conflict can be dominated by having a high self concern but a low concern for others. VIDEO (ANGER MANAGEMENT) CONFLICT MANAGEMENT EXERCISE/GAMES PRESENTED BY: MARIO HONEGG LIANA SHAKHARULAIN TLHALOSO LEPONO PHEPAFALO PHAGE EXAMPLE INTRODUCTION Conflict management means implementing strategies to limit negative aspects and increasing positive aspects of a conflict. It is widely known to be the struggle between two parties with different ideas or values. In any organization conflicts are inevitable due to scarce resources, different departments, power relations and role differentiations. VIDEO (CONFLICT MANAGEMENT OVERVIEW CONFLICT PROCESS STAGES

Conflict Management

Transcript: CONFLICT AND COHESION IN GROUPS Disagreement and disharmony within the group when members express different views OF NINJA CATS AND MAD SHEEP Game Explanation Ideas, Issues, Actions and Goals Personality Core values Beliefs Communication styles THUNDERSTORM MAD SHEEP DISEASE MYTH 1: Avoid conflict at all costs MYTH 2: Conflict is always someone else's fault MYTH 3: All conflicts can be resolved MEGA CAT ZOID!!!!! ADVANTAGES OF CONFLICT Expanded Awareness Improved Participation Increased Productivity Greater Cohesiveness Developed Maturity MRTs are being built! Collaboration Conflict Style Compromise Conflict Style CATS AND ALIENS ARE COMING 4Rs Method Reasons Reactions Results Resolutions Choose Approach to Conflict something's wrong, we need to solve it AEIOU MODEL let's bargain to settle this NEGOTIATION Need 3rd party's help We need someone to help in this discussion MEDIATION let's get someone else to decide for us ARBITRATION Assume that other members mean well Express your feelings Identify your expectations Outcomes you expect are made clear Understanding on a mutual basis is achieved miracle water lots of interaction friendly and supportive communication climate desire to conform to group expectations creative and productive ways to achieve goals satisfied members Overcohesive group... GROUPTHINK Game Wrap Up Avoidance Conflict Style Private motives under the surface influencing discussions in subtle ways People Interests Options Criteria ENHANCING GROUP COHESION Conflict Styles Substantive Conflict Can potentially disable a group permanently Affective Conflict A-E-I-O-U Model Hinders group goal Strategies to break a deadlock Divide problem into manageable parts Minimize defensive behavior Summarize areas of agreement Ask for clarification Take a break! CONFLICT Hidden Agendas Usually arise when substantive or affective conflicts are unresolved Elements of Principled Negotiation Competition Conflict Style Constructive Conflict Separate the people from the problem Focus on interests, not positions Generate a variety of possible solutions for mutual gain Establish fair & objective criteria for evaluating & choosing a solution Conflict in Groups Procedural Conflict Accomodation Conflict Style BLAH! BLAH! BLAH! Respect group members Establish group identity and traditions Recognize and reward contributions Emphasize teamwork More difficult to resolve than substantive conflict Values all contributions Conflict over method used to attain goal Opportunity to improve quality of work Lack of appreciation, feeling threatened, struggle for power Promotes group goal GROUP COHESION Can occur concurrently with substantive conflict Destructive Conflict Engaging in hostile behaviour What Are You?

Conflict Management

Transcript: Conflict Management Conflicts are a natural part of life and therefore a natural part of school life. Learning to deal constructively with conflict is a life-skill students need. Important vocabulary ATTITUDE: organization of beliefs around an object or situation. CONFRONTATION: A physical or verbal attack used to solve a conflict. CONFLICT RESOLUTION SKILLS: - Using neutral language - Active listening, - Identifying and understanding distinct points of view, - Identifying problems, - Negotiating and mediating to resolve disputes. "WIN-WIN" SOLUTIONS:. Resolving conflicts in ways that address and meet the needs of all conflicting parties. PEER MEDIATION:. A structured process used to enable trained pairs of students to act as mediators to help resolve disputes among members of their peer group. Human rights offer a set of principles by which schools can enable conflicts to be resolved peacefully and equitably. I N D I V I S I B I L I T Y What is a conflict? Tension between two or more social entities (individuals, groups, or larger organizations) that arises from incompatibility of actual or desired responses (Raven & Kruglanski, 1970). Mediation Process Open the session Gather information Focus on common interests Problem solving Resolution Models of Conflict Management Kounin Model Good classroom behavior depends on effective lesson management, especially on pacing, transitions, alerting, and individual accountability. KEY IDEAS 1. When teachers correct misbehaviors in one student, it often influences the behavior of nearby students. 2. Teachers should know what is going on in all parts of the classroom at all times. 3. The ability to provide smooth transitions between activities, and to maintain consistent momentum within activities is crucial to effective group management. 4. Teachers should strive to maintain group alertness and to hold every group member accountable for the content of a lesson, which allows optimal learning to occur. 5. Student satiation (boredom) can be avoided by providing a feeling of progress and by adding variety to curriculum and classroom environment. Glasser Model School discipline has two main focuses: 1) To provide a classroom environment and curriculum which motivate students and reduce inappropriate behavior by meeting students' basic needs for belonging, power, fun, and freedom . 2) Helping students make appropriate behavioral choices that lead ultimately to personal success. What Teachers Should Do 1. Stress student responsibility. 2. Establish rules that lead to success. 3. Accept no excuses. 4. Call for value judgment. 5. Suggest suitable alternatives. 6. Invoke reasonable consequences. 7. Be persistent 8. Carry out continual review. Canter Model Assertiveness and insistence are at the focus of this model. ASSERTIVE DISCIPLINE BEHAVIORS Identify expectations clearly. Be willing to say "I like that" or "I don't like that". Be persistent in stating expectations and feelings. Use a firm tone of voice. Maintain eye contact. Use non-verbal gestures in support of verbal statements. Use hints, questions, and I-messages rather than demands or requests for appropriate behavior. Follow-up with promises (reasonable consequences, previously established) rather than with threats. Be assertive in confrontations with students; include the use of statements of expectation, indicate consequences that will occur, and note why action is necessary. TO BECOME MORE ASSERTIVE o Practice assertive response styles. o Set clear limits and consequences. o Use follow-up procedures that are consistent. o Make specific assertive discipline plans and rehearse them mentally. o Write things down; do not trust to memory. o Practice the 'broken record' technique when reinforcing expectations. o Ask school principals and parents for support in your efforts to help students. POSSIBLE BENEFITS FOR: School Staff * Less time is spent on settling student disputes * Reduces tension among students and staff * Better staff/student relationships leads to improved school climate All Students * Active involvement in the problem-solving process * Increases commitment to making solutions work * Provides positive modeling for solving problems * Increases student responsibility for solving problems * Decreases adult intervention in conflicts * Encourages open communication * Teaches students positive ways to meet personal needs Peer Mediators * Develops leadership skills * Enhances communication skills * Often results in improved academic performance * Improves self-esteem * Increases status with peers * Refines strategies to solve problems Families * Conflict resolution skills learned at school can be used at home with parents and siblings Society * Could lead to fewer violent acts * Constructive conflict resolution skills could be applied to family life and to the work place when students become adults Thanks By: Daniel Vargas Stella Londono Participation U N I V E R S A L I T Y SOLIDARITY Democracy Equality Dignity

Conflict Management

Transcript: Conflicts Intimate Relationship Conflicts John Edwards (Dictionary) [The] branch of philosophy dealing with values relating to human conduct, with respect to the rightness and wrongness of certain actions and to the goodness and badness of the motives and ends of such actions. (eHow) Ethical conflicts arise when someone has to make a choice between violating or abiding by one or more of their moral principles, leading to a paradox where neither choice leaves the individual satisfied. Three Main Sources of Conflict Trust - Personality Why should we take this into consideration? Introvert vs. Extrovert, Partier vs. Studier, Stay up late vs. Go to Bed Early Parent vs. Child Conflict "Roles" must be played properly. Teenagers want to assert independence. You must have open and honest communication. Parents should listen and be empathetic, but teenagers must also understand how their parent is feeling as well. Battles should be picked wisely. Privacy and trust are musts. 1. Yelling- Causes excess emotions to be the only thing heard, instead of the message you're trying to convey. Take time to "cool off" 2. Competition between spouses; friendly competition is OK, but one spouse should never try to outdo the other. Focus on building each other up instead of focusing on themselves. 3. Selfishness: "What's in it for me?" Take the spouses point of view to get a good idea of what they are going through. Move focus away from yourself and move it to spouse. Family Conflicts Parents fighting can ultimately lead to divorce if not dealt with properly. Peace between two people in a marriage is key, especially when kids are in the picture. Kids will follow the example of the parents. When the parents are fighting constantly, family life becomes more difficult. Resolving Roommate Conflicts Address what exactly causes you not to trust your partner. Resolve unresolved issues. Be consistent and keep promises. Everyone is going to experience conflicts at some point - they are a part of our lives. It is crucial how we handle these conflicts, because it exemplifies how we communicate ourselves to society. We will be covering ethical, romantic, friend, and family conflicts. If results are not handled properly, the results can be detrimental. Kate has still not publicly addressed the pictures; she is trying to hold herself and her country in the highest regard. Sexual Chemistry Parent vs. Parent Conflicts Roommate Conflicts A 2008 Democratic candidate Had an affair with one of his media assistants. When tabloids found out his mistress was pregnant, he had his aide cover for him. John Edwards had an aide cover for him to stay in the running for President. Tabloids eventually found out the truth. Edwards hurt his family (wife and children) "Why People Lie" Just went to court for questions of misuse of campaign funds. Difference in age, gender, and abilities are factors in rivalry among siblings. The parents’ attitude towards the child is the most important factor. Parents should never compare one child to another. Parents should expand on individual abilities. The child should be taught how to handle anger: never with fighting - always have control. Family Plans: Who gets to ride in the front of the car or who chooses the television program. Rotation among privileges keeps peace among siblings. You must make time to communicate with one another. No Distractions. Do not interrupt each other and listen to what each other has to say. - Lifestyle Everyone's upbringing is not always the same. Neat vs. Messy, Social vs. Not Social Sex keeps a relationship healthy. Make time for intimacy. Spice things up. Kate Middleton: Duchess of Cambridge Parents may fight with each other. Children and parents might not always see eye to eye. Siblings may not get along with each other. Sibling Rivalry Lauren Muscatell, Drew Friedrichs, Ariel Stewart, Erica Williams New conflicts arise everyday in various situations. From the latest scandal to roommate drama, conflicts cannot be ignored. With the proper conflict management techniques, you can reduce the drama in your life. Conflict Management Communication - Respect Why is it important? Privacy, Space, Study Time, Guests, etc. Divorce rates are the highest they've ever been. Romantic relationships require: communication, trust, and sexual chemistry to be successful. The Wrong Way to Handle Ethical Dilemmas Conclusion Roommate Conflicts Roommate Conflicts Conflicting Goals and Pressures How Did Kate Handle Her Humiliating Conflict? Ethical Conflicts

Conflict Management

Transcript: Win-Win & Win-Lose Strategies Win-Win *IDEAL! *prevents resentment *promotes mutual face-saving; both parties can feel good about themselves Win-Lose *more fighting than "talking it out" *one person starts to feel resentment *not as effective Avoidance and Fighting Actively Conflict Avoidance: Can involve physical fight You may leave the scene, fall asleep, or blast the stereo This may leave conflict psychologically...it is best to deal with the problem Non negotiation: Refuse to discuss the conflict Will not listen to the other persons point of view Use "streamrolling"; hammering away your own point of view until the other person gives in Gunnysacking Storing up grievances; & unloading them on other people Defensiveness and supportiveness The Stages and Strategies Neutrality Give others a chance to talk Do not be a "know it all"; others will resent that 1. Define the Conflict 2. Examine Possible Solutions 3. Test a Solution 4. Evaluate the Solution 5. Accept/Reject the Solution *Once you gather a list of solutions start trying them out Pick a solution and test it First mentally, then in actual practice Is the conflict resolved!? Certainty Quick Review: Conflict is/can... *inevitable *center on content and relationship issues *occur in all communication forms *be negative or positive *influenced by culture and gender You show a lack of empathy or intrest in the thoughts or feeling of the other person Verbal Aggressiveness and Argumentativeness Conflict Management Try to enhance to person's self image Acknowledge a person's autonomy Compliment the other Make few demands Keep blows to areas above the belt Avoid blaming the other person Express respect Accept or Reject the Solution Look for possible ways of resolving the issue *Come up with many different solutions *Win-Win solutions are ideal *Solutions will involve costs to one or both parties *Not everyone will receive just rewards, but you can try to find a solution in which the rewards and costs will be evenly shared *Collaborate and compromise!!!!! Evaluate the Solution Conflict Management Stages * Explain the issue of the conflict to whomever you have the conflict with *Define both content and relationship issues *Be SPECIFIC *Empathize *Avoid mind reading If you accept...... Put solution into permanent operation!! find as many words as possible Put yourself in the other persons role Use I messages rather than YOU messages you have 5 minutes Superiority Strategy You put yourself above the other person In a way you are saying the other person is second to you Talk the selected solution over Share your feeling Is the solution worth the costs that each will pay Are the costs and rewards evenly distributed Will other solution be more effective Define the Conflict *The goals you wish to achieve *Your emotional state *Your assessment of the situation *Your personality and communication competence *Your family history Go!!! Conflict Management Strategies Evaluation By: Stephanie R., Megan, Kaylie, Hailee, Stephanie W., & Mariah Face-Attacking and Face-Enhancing Strategies: Politeness in Conflict Control Word Search Time!!!! If you reject...... You may test another solution or you may define the conflict all over again Do not use manipulation Other will start to resent you Examine Possible Solutions Factor in.... Try not to make decisions for other people. Talk it out and make a mutual agreement Test a Solution Try other tactics rather than arguing Allow the other person to talk consider all sides show that are are truly listening

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