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Effective Conflict Resolution

• John Wiley & Sons

• Text by

Marty Brounstein, Arthur H. Bell & Dayle M. Smith,

with Connie Isbell

• PowerPoints by
  Gates Stoner
  Pima Community College

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Objectives

• Learn how to approach conflict constructively
• Learn how to use assertive communication tools in conflict situations
• Review steps of conflict-resolution models
• Practice how to handle challenging reactions in conflicts

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What is Conflict?

• Conflict A problem in which two or more people have a difference of opinions, methods, goals, styles, values, etc.
• Approach taken determines if the outcome of a conflict is positive or negative.

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Behaviors to Avoid

• Yelling
• Blaming
• Reacting defensively
• Making negative assumptions
• Avoiding the situation

• Subtle digs and sarcastic remarks
• Personal insults
• Complaining
• Issuing ultimatums
• Arguing or pushing harder and harder for your way

These actions undermine conflict resolution process:

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Taking the Path to Success

Go to the source

Stay in control

Stay focused on the issues

Actively listen

Be straight and sincere

Go for solutions

Assume the other person means well

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Aggressive Approach

Common Behaviors

• Blaming
• Interrupting
• Refusing to compromise
• Attacking
• Dominating

Focus on Solutions

No

Outcomes

• Defensiveness
• Resistance

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Non-aggressive Approach

Common Behaviors

• Avoiding
• Appeasing others
• Hesitations and apologies

Focus on Solutions

No

Outcomes

• Avoidance

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Passive-Aggressive Approach

Common Behaviors

• Lack of cooperation
• Gossip
• Put-downs
• Sarcasm

Focus on Solutions

No

Outcomes

• Issues not addressed
• Negative emotions

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Assertive Approach

Common Behaviors

• Respectful
• Positive intention
• Focus on solution
• Firm, but open to compromise

Focus on Solutions

Yes

Outcomes

• Better relationships and feelings
• Conflict resolved

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Which approach is best?

The assertive approach is best for conflict resolution because it is:

• constructive and respectful
• focused on solutions
• collaborative
• requires an effort to understand others

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Conflict Resolution Models

• Resolving-concerns model

Provides a problem-solving plan to use in situations in which the relationship isn’t working as it should

• Needs-based model

Useful when resolving differences that are work-issue related, rather than relationship-related

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Resolving-Concerns Model

Step 1: Introduce the meeting

Step 2: Describe the concern

Step 3: Express your feelings or explain the impact (optional)

Step 4: Let the other person respond

Step 5: Work out the solution

Step 6: Close

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Needs-Based Model

Step 1: Introduce the meeting

Step 2: Define the problem

Step 3: Identify the needs of the stakeholders

Step 4: Work out the solution

Step 5: Close

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Copyright Notice

© 2006 John Wiley & Sons, Inc. All rights reserved. Reproduction or translation of this work beyond that permitted in section 117 of the 1976 United States Copyright Act without express permission of the copyright owner is unlawful. Request for further information should be addressed to the Permissions Department, John Wiley & Sons, Inc. The purchaser may make back-up copies for his/her use only and not for distribution or resale. The Publisher assumes no responsibility for errors, omissions, or damages caused by the use of these programs or from the use of the information herein.

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