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CONFLICT RESOLUTION & PROBLEM SOLVING
Transcript of CONFLICT RESOLUTION & PROBLEM SOLVING
; 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
and exchange of thoughts, perceptions & ideas
can promote better
provides opportunity to improve relationships
Points to Cover
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
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."
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?"
first, talk second
"I appreciate you were happy for me and wanted to share my good news with Ruth."
an open mind
"I know you had good intentions but please be more discreet next time!"
So How Are Conflicts Resolved Effectively?
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!
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?
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?