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Dealing With Conflict
- 1. Dealing with Conflict Eunson, Baden. 1997. The Communication Skills Series Dealing with Conflict. Sydney, Australia: Jacaranda Wiley Limited.
- 13. Eunson, Baden. 1997. The Communication Skills Series: Dealing with Conflict. Sydney, Australia: Jacaranda Wiley Limited.
- 15. Avoiding … doesn’t deal with the issue
- 16. Accommodating … just smoothes things over
- 17. Competing … divides groups and creates win/lose
- 18. Compromising … helps find the middle ground
- 20. Usage of Approaches Avoiding Accommodating Competing Compromising Collaborating 10% of situations 5% of situations 0% of situations 20% of situations 65% of situations
- 30. Interventions
- 32. The Moving Beyond Model Readiness to Resolve Anger Confusion & Distress Denial Something Ending Acceptance A New Beginning
- 39. Eunson, Baden. 1997. The Communication Skills Series: Dealing with Conflict. Sydney, Australia: Jacaranda Wiley Limited.
- 41. Step 2: Resolving Issues
- 44. Thank you
Hinweis der Redaktion
- Get examples of typical conflict situations from participants’ experiences. How do you know that there is conflict? Show a video of a conflict situation developing from a neutral exchange to a conflict. Ask the group to observe and describe: what is the issue, how does conflict manifest itself, when did discussion start becoming a conflict, how did it escalate….etc.
- Discuss what they saw on the video, present this “spiral of conflict” and have group identify what they saw on the video that fits the categories in this conflict spiral
- Here’s how mediators have judged the effectiveness of each conflict resolution mode…. In the next video, a facilitator attempts to get the group to resolve the issue. Observe how the facilitator handles the process... Note: show “wrong way”, then get the group to discuss the results of different approaches for conflict resolution. Then ask..”what should the facilitator have done differently?” Discuss then show next 2 slides to support their answers.
- Further explain that conflict always has a history and have deeply-ingrained causes beyond what one can surmise from the present interaction (iceberg). Intro for video: Now that we know what conflict is, how it looks and how it develops, would you be able to handle conflict? let us watch how this can be done. Observe: what is person doing right? What is person doing wrong? (Show video – wrong way) Discuss video and mistakes. Ask what could have been done better. Follow with next 4 slides on: 2-step process for managing conflict, venting and how to handle emotions, facilitator’s interventions for venting.
- Show video again to illustrate portion on how to resolve the conflict. Have participants identify the facilitator’s interventions
- Show video again to illustrate the points on handling the venting stage.
- It is very important that the venting stage is completed before a solution can be agreed upon. Rushing through the venting, or glossing over the emotions will result in the resurgence of the issues in trickier ways that will block the search for solutions.
- There are several ways to resolve a conflict and each participant will have his or her own preferred mode. Tell me what are the advantages and disadvantages of each one.