Conflict Resolution2

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					Conflict Resolution

      “Your perception is
        your reality”
Conflict Resolution

     Conflict Resolution is
      defined as resolving
       the differences of
         Conflict Resolution
 Almost on a daily basis, there are
  arguments, disagreements or conflicts
  among staff and that also includes
  management. It is indeed a part of human
  nature to disagree as no one person can see
  one point exactly the same way. How we
  choose to deal with these conflicts will
  depend on several issues.
         Conflict Resolution

These issues include the following -
 Your upbringing (how you were raised)
 What you learnt through examples set by
  your parents, teachers, or your peers, etc
 Your life experiences (conflicts you have
  dealt with in the past and what these
  experiences have taught you)
         Conflict Resolution
 The Carnegie Foundation discovered that
  to be successful on the job, relational skills
  are far more important than knowledge. Its
  research found that only 15% of a person’s
  success is determined by job knowledge
  and technical skills whereas 85% is
  determined by an individual’s attitude and
  ability to relate to other people.
        Conflict Resolution

 How do you handle conflicts at the
 Do you ignore them
 Get defensive
 Blame it on someone or something else
          Conflict Resolution
 There are far better ways to handling
 conflicts and these are a few tips –

~ Don’t assume that people readily see the picture
  you are presenting
~ Make the same point a different way
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~ Look for the real source of the anger
~ Problems seldom exist at the level at which
  they are discussed, don’t be afraid to dig
~Everyone has a different opinion or view,
  respect it
~ Understand that anger itself is not
          Conflict Resolution
~ Talk about your feelings before you get angry
~ Don’t raise your voice – It’s amazing how issues
  can be resolved in a whisper. To communicate in
  a whisper greatly diminishes the level of anger in
  any communication
~ Don’t stockpile – Don’t bring issues from the past
  into present arguments. Deal with the present
  issues at hand.
         Conflict Resolution
~ Don’t threaten team members and don’t
  take every argument as a threat to your job
~ Don’t avoid your anger
~ Walk your talk – do not adopt a “Do as I
  say not as I do” mentality
~ Consider how you say and what you say
         Conflict Resolution
~ Create a process for resolving problems
  without anger
~ No abuse, either verbal or physical is ever
~ Don’t engage or allow someone to pull you
  into an argument – it takes two to argue
~ Listen to your body
          Conflict Resolution
How do you manage staff conflict?
 Set a proper tone for the meeting – Call the
  disputing parties together in a neutral area, free of
 Do not show a bias towards any individual’s
  point of view – If you show sympathy with one
  of the parties, the other will lose trust in the
  process and stop sharing openly.
          Conflict Resolution
 Keep the discussion focused on the issue at
  hand – If participants begin to ramble or
  drift off the topic, gently guide them back.
 Probe for the root cause of the conflict – Even
  substantive disagreements are often fueled
  by personal differences. Address the
  personal issues first
         Conflict Resolution
 Do not ignore emotions – Behind every
  dispute there are real emotions such as
  hurt, anger, and betrayal. While you
  should not dwell on the emotions involved,
  it is important to acknowledge that they
          Conflict Resolution
 Work with the parties to explore ways they can
  both come out winners – Focus on common
  goals as well as the potential negative impact on
  the individuals if the conflict is not resolved
 Follow up – If the conflict is significant, don’t
  expect miracles overnight, but look for
  indications that the individuals are acting on the
  agreed plan and taking steps forward.
        Conflict Resolution

What is criticism?

 It can be defined as the assessment,
  evaluation, critique or account of a
  particular situation, person, place,
  thought or thing.
          Conflict Resolution
 There are two types of criticisms – they
 are constructive and destructive

 Constructive criticism is the type of criticism that
  is not mean-spirited and is given with the intent
  that the receiver would learn from the comments
  and improve on their behaviour/attitude/skills.
         Conflict Resolution
 Destructive criticism is the type of
  criticism that is mean-spirited and it is
  given with the intent to hurt, discourage,
  and to mentally injure an individual. This
  is usually given out of spite, envy, jealousy
  or dislike.
      Confliction Resolution
 If you have received some criticism do not
  hesitate to assess the type that you have
  been given and the possible motives behind
  what was stated. As individuals, we
  should learn how to react to criticism
  regardless of the type of criticism given.
         Conflict Resolution

 How do you handle criticism?
  Here are a few tips -
~ Don’t take it personally
~ Strive to learn from the words given as
~ Don’t critique the critic
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~ Don’t be defensive
~ Accept that many people focus only on
~ Realize that vicious, harsh comments come
  from those people, who are unhappy

 Criticism is often nothing more than
 reflection of personal preferences
         Conflict Resolution
 Conflict does not have to result in
  negativity, it can be a road to a greater
 Regardless of the type of criticism given,
  you must always try to find the good in it
 Beware of office politics, it can also cause
  conflict in the workplace
 Can you Survive Working with
       Human Beings?
 What kind of co-worker are you? Are people
  excited to work on projects with you or do they
  cringe inside instead?
 With your handout, please find a self assessment
  quiz by Ms.Gini Graham Scott PhD. The author
  of A Survival Guide for Working with Humans:
  Dealing with Whiners, Back-Stabbers, Know-It-
  Alls, and other difficult people.

 A fall in a ditch makes you wiser
 You are never too old to learn
 It is not what you are called but what you
  answer to
 If you offend, ask for pardon; if offended
 Rain does not fall on one roof alone
 A clear conscience is a good pillow