Fundamentals of

Conflict Resolution
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Program Goals

•Identify sources of conflict

•Review conflict management styles
•Learns ways to manage and reduce conflict
•Practice management of conflict
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What is conflict ???

According to Webster’s Dictionary Conflict is . . .

A state of disharmony between two or

more individuals;
A “clash” between hostile or opposing
elements or ideas
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Sources of Conflict

•Very strong or opposing personalities

•Differences in value systems
•Differences in emotion
•Differences in perception
•Differences in levels of self-esteem or confidence
levels
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Some Common
MISCONCEPTIONS
• If left alone conflict will take care of itself
•Confronting the issue or person is always unpleasant
•The presence of conflict is a sign of poor management
•Is a sign of low concern for the organization
•Anger is always negative and destructive
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Conflict Strategies-What are you like?

There are five universally accepted

approaches to conflict management.
Obliging Dominating

Compromise

Avoiding Collaborating
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Obliging . . .

•Also called placating

•Gives power to others
•Places higher value on others and low value on self
•Plays down differences between parties while
looking for common ground
•Meets the needs of others while giving up something
of importance to self
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Dominating . . .

•The opposite of obliging

•Emphasis is placed on self
•Overlooks the needs of others
•Use this style sparingly
•Effective only in a quick-fix or matter of unimportance
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Avoiding . . .

•“Don’t-rock-the-boat” style

•Sidesteps the problem or issue

•Person avoiding withdraws from the event leaving
others to struggle with the results
•Effective when issues are not important-allows for a
“cooling-off” period
•Conflict can run its own course when this style is used
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Collaborating . . .

•Win-win conflict management style

•Seeks an exchange of information
•Encourages creative thinking, brainstorming or
problem solving sessions
•Makes the time to discuss the problem or issue
•Works best when people and the problem are clearly
separate
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Compromising . . .

•Middle of the road

•Everyone has something to give and something to take
•Powerful when both sides are right; errs when one side
is wrong!
•Most effective tool when issues are complex
•Advantage is that it gets parties talking!
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These Five Styles of Conflict Management

•Provide a structure for action

•Can aid in choosing a conflict management style
•Increases your understanding of conflict
•Help you to assess your management style
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Handling Conflict the ACES Way

A Assess the situation.

C Clarify the issues.
E Evaluate alternative approaches.
S Solve the problem.
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Conflict Management Tips

•Encourage equal participation when addressing the

issue
•Take time to step back and think about the issue
•Separate fact from opinion
•Focus on the problem - NOT the people
•Define expectations, be specific and tactful
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Conflict Management
Tips
•Communicate changes in position
•Repeat what you heard and understood
•Come to an agreement that is
satisfactory for all parties

•ACTIVELY LISTEN
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Let’s see where we are…………

let’s do the test -

just go to the
Conflict Style
worksheet and follow
the directions.
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Now that you know your style -
Remember...

•Listen, Listen, Listen

•Acknowledge
•Explain
•Seek alternatives
•Use assertive statements when needed
•Summarize the discussion
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Points to Ponder

•Accept life as it is….conflict and all

•Look for common ground, areas of agreement
and mutual concerns
•Differences should be recognized, respected and
utilized rather than rejected and resented
•Practice the art of active and empathic listening
•A calm, reasoned response is always better than a
hasty reaction