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Conflict Resolution Styles LMU RA Training 2014

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Jennifer Bobadilla

on 10 August 2014

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Transcript of Conflict Resolution Styles LMU RA Training 2014

“Conflict is inevitable, but combat is optional.” 

—- Max Lucado
What did you learn?


What was difficult about this activity if anything?
Group Discussion
“lose-lose” scenario where neither party really achieves what they want
requires a moderate level of assertiveness and cooperation

Appropriate :
- 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

Effective:
- when the other party is the expert or has a better solution
- preserving future relations with the other party.

The Teddy Bear
(Accomodating Style)
avoid the issue
not helping other party reach their goals and aren’t assertively pursuing your own
Not Effective:
- Sometimes issues will resolve themselves, but “hope is not a
strategy.”
- Avoiding is not a good long term strategy.
Effective when:
- 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
some space.
The Turtle (Avoiding Style)
“win-lose” approach
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.

Appropriate:
- 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.” 
Effective
- 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)
Goals
Personality Conflicts
Scarce Resources
Styles
Values
Sources of Conflict
Comments

Questions?
Debrief
* 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.
Thomas-Kilmann Conflict
Mode Instrument
Conflict
Resolution


Styles

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.
Common Choices
Aggressive
Judgmental
Appeasing
Passive
Sarcastic
Assertive
Another way to think of it…
1. Set the Scene
*USE ACTIVE LISTENING SKILLS*
Restate
Paraphrase
Summarize
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.
Remain flexible.
Clarify feelings.
3. Agree on the Problem
4. Brainstorm Possible Solutions
5. Negotiate Solution

Conflict Resolution Process
Full transcript