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Conflict Resolution Styles LMU RA Training 2014
Transcript of Conflict Resolution Styles LMU RA Training 2014
—- Max Lucado
What did you learn?
What was difficult about this activity if anything?
“lose-lose” scenario where neither party really achieves what they want
requires a moderate level of assertiveness and cooperation
- for scenarios where you need a temporary solution, or where
both sides have equally important goals
- the trap is falling back on compromising as an easy way out,
when collaborating would produce a better solution.
The Fox (Compromising Style)
cooperate to a high-degree
may be at your own expense, and actually work against your own goals, objectives, and desired outcomes
- when the other party is the expert or has a better solution
- preserving future relations with the other party.
The Teddy Bear
avoid the issue
not helping other party reach their goals and aren’t assertively pursuing your own
- Sometimes issues will resolve themselves, but “hope is not a
- Avoiding is not a good long term strategy.
- the issue is trivial or when you have no chance of winning
- the issue would be very costly
- the atmosphere is emotionally charged and you need to create
The Turtle (Avoiding Style)
act in a very assertive way to achieve your goals, without seeking to cooperate with the other party, and it may be at the expense of the other party.
- for emergencies when time is of the essence
- when you need quick, decisive action, and people are
aware of and support the approach.
The Shark (Competing Style)
where you partner or pair up with the other party to achieve both of your goals
how you break free of the “win-lose” paradigm and seek the “win-win.”
- for complex scenarios where you need to find a novel solution. This can also mean re-framing the challenge to create a bigger space and room for everybody’s ideas. The downside is that it requires a high-degree of trust and reaching a consensus can require a lot of time and effort to get everybody on board and to synthesize all the ideas.
The Owl (Collaborating Style)
Sources of Conflict
* You and John are both Resident Advisors in the same hall. You are a new RA. John is a 3rd year returner to that hall. You and John work on the same floor as co-RAs. John has been vocal about not having to follow all the rules because he is a 3rd year and insisting that the new RAs cover for him. You and John are on duty, and John does not show up until 8:30pm…Move to the picture of the animal that you feel best represents how you would respond in the situation.
Scenarios: Which Style?
The model organizes five conflict management styles based on two dimensions: assertiveness and cooperativeness.
Collaboration, Competing, Avoiding, Accommodating, and Compromising
Brighitte Preciado, RD
Jenn Bobadilla, RA
* Your boss at work/someone who hired you for a job is not giving you clear instructions to complete a project, and you have a lot of pressure to finish this work... Move to the picture of the animal that you feel best represents how you would respond in the situation.
Another way to think of it…
1. Set the Scene
*USE ACTIVE LISTENING SKILLS*
2. Gather Info
Listen with empathy and see the conflict from the other person's point of view.
Identify issues clearly and concisely.
Use "I" statements.
3. Agree on the Problem
4. Brainstorm Possible Solutions
5. Negotiate Solution
Conflict Resolution Process