Introducing 

Prezi AI.

Your new presentation assistant.

Refine, enhance, and tailor your content, source relevant images, and edit visuals quicker than ever before.

Loading…
Transcript

8 Conflict Management Skills

Empathy

Empathy

Empathy is a communication skill which involves an awareness of one’s own perspectives while having the ability to see things from the other person’s point of view. –Michael Dues

“Empathy is the imaginary participation in another person’s experience, including emotional and intellectual dimensions, by imagining his or her perspective (not by assuming the person’s position)” – Bennett AAC&U

Steps to Build Empathy

How to build empathy

  • Cultivate curiosity
  • Step out of your comfort zone
  • Rercieve feedback
  • Examine your biases
  • Walk in the shoes of the others
  • Difficult, respectful conversations
  • Join a shared cause
  • Read wisely

Punctuation

Punctuation

This term in relation to conflict management is the way each party involved in conflict perceives and defines origin in a conflict. Parties often have different times assigned to events. A question you need to ask is, what was the true starting point which set the conflict in motion?

Example

An example of when someone punctuates an event would be how some people view the start of conflict. For instants maybe a child is locked in conflict with their father. The child believes the conflict started when he forgot to take the trash out yesterday. While the dad sees the conflicts origin as when the child didnt do their homework before school.

They should collaborate together to determine the timing of events to resolve the tension.

Perspective

Perspective

Viewpoints vary between each of us, and this is due to our different perceptions in which we assign meaning to the things we see people say and do. In conflict management a very useful tool to fully understand the issue as well as find a resolution is perspective-talking, that is gathering a viewpoint that considers how events might look and feel to others. (Dues)

Listening

Listening

We spend more time in our lives listening than we do talking, even so we aren’t always very active in this activity and often decode different outcomes from the speaker. Listening requires attention, focus, and openness to what is being said. (Dues)

Shannon Waever Model of Communication

Model

This model gives us an idea of the communication process and how ideas conceived are often not the ones received. This is due to our difference in perceptions and personalities. You cant always assume the idea in your head will be the same one the listener hears you convey.

In conflict management often issues stem from our different interpretations of statements and ideas.

Relation

Power and Leverage

Power

Every conflict is a power struggle; power is the ability to cause or influence an outcome. We recognize power in three different forms:

1. Personal power (skills, talents, knowledge)

2. Relational power (power derived from the nature of the relationship between parties)

3. Situational power (the conditions in the conflict that gives power to one party or one issue over the other)

Each party has some form of leverage in conflict that is your leverage is the other party's stake in your satisfaction with the solution. The other party has a similar or related power and to move through conflict you have to understand the stakes for both parties.

How do you equalize power?

Equalize Power

If you have more power: You should exercise restrain and recognize the interdependence of the conflict. Remember, control is often an illusion and power lays on both sides of conflict.

If you have less power: You should be active in the resolution and process and continue to speak up for yourself. Research has proven if you are confident and active in this process your power will grow and people will start listening to you more. Other ways to gain power include seeking allies, improving your knowledge, and increasing your personal skills.

Identifying Goals

Goals are multiple, complex, and changeable. Identifying goals can help is think clearly of the resolution. A goal is an answer to the question. We recognize goals as falling into 4 categories

Goals

1. Topic goal: usually what trigger our awareness of the conflict and are surface level.

2. Relational goal: conflict between interdependent people with goals relative to the relationship.

3. Identity goal: how you want to be perceived and how you want to perceive yourself.

4. Process goal: goal set in relation to the conflict, how do you want to solve this issue?

Collaborating

The 5th style of conflict stated by Dues, where parties participate together to achieve a win – win outcome. This isn’t always common in conflict management but is viewed as the most desirable conflict style as well as most consistently effective.

Collaborate

Avoiding Compromise

Avoiding Compromise

It’s a mistake in conflict management to immediately look for a compromise, we strive to achieve a win – win outcome and that’s not possible when parties compromise leading to a no win – no lose outcome. We don’t want to set limits or restrictions upon our resolutions as compromising does.

Learn more about creating dynamic, engaging presentations with Prezi