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Transcript of Conflict Resolution
Modes of Handling Conflict
Characteristics of Conflict
At least two parties involved
Kind of struggle or threat (real or supposed) must exist
Some interaction or interference exist
May be emotional
Why does conflict occur?
A conflict occurs when needs and desires of two or more parties are incompatible.
When those parties strive for the same thing - whether its money, time, space, and materials - they are in conflict.
Low assertiveness and uncooperative
Do not address conflict
Being diplomatic or feel threatened
Can be useful if conflict is viewed as trivial
I not trivial, anger and frustration can build
Neither you or I satisfy our concerns
Opposite of accommodating
High assertiveness & low cooperativeness
Attempting to satisfy our concerns, showing little interest in the needs of the other party
Can't We All Just Get Along?
Low assertive, but high cooperativeness
Attempt to satisfy concerns of the other party only
Opposite of competing
Attempting to maintain harmony
May lead to feeling powerless and frustrated
Constructive Conflict Resolution
Ask 3 Questions
Do 3 Things
Say 3 Things
What do I expect to happen?
What do I think the other person expects?
Why do I have these expectations?
Make an "I" statement of concern
State the problem
Propose a solution using "we/let's" language
Listen closely and objectively
Abandon your idea if the other's is better
Moderately assertive and cooperative
Midway between competing and accommodating
Giving up half of my concerns in order for the other party to give up half; splitting the difference
Can be effective working with deadlines
High assertiveness and cooperativeness
Ideal position; requires patience and commitment to satisfy the concerns of each party
Useful in improving relationships
When concerns are too important to be compromised
Working to build consensus
The Five Modes