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CONFLICT RESOLUTION & PROBLEM SOLVING

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Stephanie Premrl

on 3 June 2015

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Transcript of CONFLICT RESOLUTION & PROBLEM SOLVING

What Is Conflict?
[a]
collision
or
disagreement
; to be contradictory, at variance, or in opposition; to clash

it is the energy that builds up when individuals or groups of people pursue incompatible goals in their drive to meet their needs and interests
What happens when we deal effectively with conflict?
Conflict is Also:

part of natural
growth
&
development

allows for
expression
and exchange of thoughts, perceptions & ideas

can promote better
understanding

provides opportunity to improve relationships
Avoidance
Compromise
Competition
Conclusion
Points to Cover

Conflict Defined

Positive Side of Conflict~If You Can Get There

Exercise - "What Works/What Doesn't"

Styles of Conflict

Movie Clips - Conflict in Action

How are conflicts resolved effectively?

The Future - Helping Others
Poor Resolution Example
Effective Resolution Example
T
.
A
.
L
.
K
.
TELL
your complaint in specific, action or behaviour-related terms
"I am upset with you because you told Ruth something personal I wasn't ready to share."
AVOID
judgements and name-calling. Ask for feedback.
"I was hoping to tell her myself. Were you not aware that what I told you was private?"
LISTEN
first, talk second
"I appreciate you were happy for me and wanted to share my good news with Ruth."
KEEP
an open mind
"I know you had good intentions but please be more discreet next time!"
So How Are Conflicts Resolved Effectively?
Resolving Continued
Ensure good relationships are your priority

Keep people and problems separate

Pay attention to interests being presented

Determine the facts of the matter

Negotiate a solution: explore options together
PRESENTED BY THE EMPLOYMENT ASSESSMENT CENTRE
CONFLICT RESOLUTION & PROBLEM SOLVING SKILLS
Exercise -"What Works & What Doesn't"
Styles of Conflict
Conflict in Action
Disagreements will happen, it's how we handle them that matters most!

As peer counsellors you don't have to have all the answers but a willingness to listen, to support & provide alternatives!



Helping Others

How will you handle your significant conflict differently in the future?

How can you use your own personal experiences to help others?


Thank you & Good Luck!
How do you know you're in conflict?

http://image.slidesharecdn.com/conflictresolutionskills-done-130909043428-/95/slide-4-638.jpg?cb=1378719602
What Works/What Doesn't
Take a moment to recall a situation where you had a conflict with someone that eventually got resolved

What were you upset about? What was the other person upset about?

How did you react? How did the other person react?

How was the conflict resolved

Did you or the other person end the relationship as a result?

What worked to solve the situation?
Full transcript