CONFLICT RESOLUTION

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 BASICS OF
CONFLICT RESOLUTION
1. Recognize The Conflict
2. Defusing The Time Bomb - How Is It
Done?
3. Sharpen Your Skills - What Skills Are
Needed?

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 WHAT IS CONFLICT?
"Conflict."
This is a word that causes most of us a
great degree of discomfort, anger,
frustration, sadness, and pain.

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 WHAT IS A CONFLICT
A struggle to resist or overcome
Contest of opposing forces or powers
Strife; battle.
A state or condition of opposition, antagonism;
discord.
A painful tension set up by a clash between
opposed and contradictory impulses."

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No matter how hard we try to avoid

it, conflict periodically enters our

lives.

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 CAUSES OF CONFLICT
opposing viewpoints or opinions
emotions
Selfishness
miscommunication or misunderstandings
assumptions

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 TYPES OF CONFLICT

Pre-existing - carry over from previous

experiences
Spontaneous Reaction reaction in a critical
time
Cumulative Response - series of calls or bad
breaks that do not favor one side

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TWO RESPONSES TO CONFLICTS

Fight or Flight
or
Silence to Violence

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 RESOLVING CONFLICT
for years people in authority just told others
what to do
now, people want to be heard and have a say
in what is happening
therefore, communication becomes very
important in resolving conflict

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 RESOLVING CONFLICT
approach the conflict collaboratively - work
with coaches and/or your friend.
simple communication is at the heart of
conflict resolution
every conflict is a matter of listening and
seeking to understand the problem
must be done within the framework of the
contest

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 LEVELS OF CONFLICT
informal - more often handled quickly, less
noticeable by others

formal - needs more attention more skills

necessary to resolve or understand what the
parties involved have heard or seen

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KEY COMPONENTS IN RESOLVING
CONFLICT

GREAT LISTENING SKILLS

FLEXIBILITY
WILLINGNESS TO CHANGE
AGREE TO DISAGREE

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 LISTENING SKILLS
Follow the Dos and Donts of listening
Listen to help.

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 FLEXIBILITY
be able to adjust to any situation
What you maybe seeing may not be the
reality. So do not try to handle the situation
with preconceived ideas.
understand you are not going to please
everyone - agree to disagree - this is a two
way street, but the official has final say

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WILLINGNESS TO CHANGE
get the call right - use your friends
if change is necessary - make the change
support your collogues - you are a team
understand the psychology of clients and
what motivates them - communicate with
them - know your patients and attendants.

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 3 Cs & Rs OF
CONFLICT RESOLUTION
3Cs:
Commitment
Cooperation
Compromise
3Rs:
Respect
Rights
Responsibility.

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 COMMITMENT
Promising positive outcome.
Use non-violent conflict resolution skills.
Aim for future reviews and amends.

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 COOPERATION

Side by Side
Work together for common benefit.

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 COMPROMISE

Bending and Mending

Each person gives up something and gets
something

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 RESPECT

Show respect and you will receive respect.

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 RIGHTS
You have basic rights .
They should not infringe on the rights of others.

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 RESPONSIBILITY
Take responsibility for your actions.
Dont just blame the other guy.

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 INFORMAL CONFLICT
use short verbal explanation
i hear you, i will watch for that
i saw it differently than that
use humor only when appropriate - timing is
of the utmost importance with humor
most of all - know your audience

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 FORMAL CONFLICT
you will be directly confronted by the client.
you must evaluate degree of intensity.
listen, be flexible, evaluate the situation and
make change if necessary
help your client with positive information - let
him make the call

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 FORMAL CONFLICT
defuse the situation - do not abuse it
get everyone calmed down if possible
establish your comfort zone
do not lose your composure - this is
inexcusable

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 FORMAL CONFLICT
always display proper physical demeanor
good eye contact
proper posture
listen rather than challenge
give quick precise explanation and move
forward

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 FORMAL CONFLICT
close the situation as early as possible without
compromising the spirit of the session
you can use the following:
we need to get back to discuss this again
remember defuse rather than abuse

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 NECESSARY CHANGE
if the official is in error, make the necessary
change
Dont ridicule anyone.
explain to the aggrieved parties their stands
and reality.

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 REVIEW
keep ones composure
evaluate the conflict
establish your comfort zone
must have good listening skills, be flexible
and a willingness to change if wrong
use simple communication to keep a situation
from escalating

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 REVIEW
review concerns to see if change is
necessary
use your friends/ advisors as much as
possible
approach a problem collaboratively

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 CONCLUSION

Conflict resolution requires keen interest,

good skills, positive attitude and will to
resolve.
Those who master these reap the
benefits
throughout their entire life.

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?

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