Conflict and Conflict

Resolution
Presented by
Naila Aaijaz

What is 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."

Effects of conflict

Avoidance
Inability to work
together
Verbal assault
Resentment
This causes us a great
degree of discomfort,
anger, frustration,
sadness and pain.

Causes of conflict

There is a perceived breach of faith

and trust between individual
There is unresolved disagreement
that has escalated to an emotional
level
There is miscommunication leading
to unclear expectations

Causes of conflict

There are personality clashes

There are differences in acquired
values
There is underlying stress and
tension
There are ego problems
There are combinations of the above

Is conflict good?

A certain degree of conflict is a healthy

sign
Too much conflict; communication
problems
No conflict; disinterest amongst the
members of the group and lack of input
Arises from unclear aims and objectives
Dont make disagreements personal
Conflict can help improve the level of
quality

Criticism

Should be actively encouraged

Constructive criticism encourages
growth
A way of coaching ourselves and others
Criticize well
Good criticism helps others to evaluate
their own work effectively
Keep neutral

Scale of criticism

Ridicule / over criticizing

consensus : No criticism

Good criticism

Complete

Responsibilities

It is your responsibility as a group and as

individuals to do the following:
Achieve success in completing allocated
tasks.
Achieve success in fulfilling allocated roles.
Help other individuals achieve success.
Ensure that all members contribute as
equally as possible.
Make progress in every group session.
Help to achieve the aims set out by the
group in the initial stages.

Conflict Resolution
The 7 Steps to Conflict
Resolution

To Resolve a
Conflict
1. Calm
yourself

What to
say or do?
Take a deep
breath, say
"relax"

Why?

2. Restore
order

Take a "Time
Out"

Stops the
fight, contains
the damage

3. Hear their
stories

"Help me
understand
your
concern."

Gathers
information,
defuses
tension

Clears
thinking,
models
control

To Resolve a
Conflict
4. Listen
carefully

What to
Why?
say or do?
Eye contact, Honors the
don't
need to be
interrupt
heard

5. Generate "How could

solutions we resolve
this?"

Moves from
accusations
to solutions

6. Agree on
a solution

Moves to
resolution,
brings
closure

"Would this
work for
you?"

To Resolve What to
a Conflict
say or do?
7. Test for
satisfaction

"Are you sure

this will work
for you?"

Why?
Assures clear
communication

Key points to remember

Be a model of calm and control

Don't give in to emotional
outbursts
Don't assume people are being
difficult intentionally
Find a quiet place in to resolve
conflicts....privately

Key points to remember

Set some ground rules for the

discussion:
No raising of voices
This is not a debate
Speak only for yourself..."I"
phrases
Confront the issues, not the people
Maintain or enhance self-esteem