The document discusses workplace conflict and strategies for resolving conflict. It defines conflict as a condition between interdependent workers who feel angry and blame others. Both positive and negative potential effects of conflict are described. The document then discusses different conflict styles (avoiding, accommodating, compromising, competing, collaborating) and when each may be appropriate. It provides steps for effective conflict resolution and questions to help analyze conflicts. Finally, it discusses aggressive, assertive and non-assertive behaviors and everyone's personal bill of rights.

1. IHM Network – Resolving Conflict Session Joyce Brown Balkello Consulting www.balkelloconsulting.co.uk , balkello@btinternet.com

2. Workplace Conflict “ A condition between or among workers whose jobs are interdependent, who feel angry, who perceive the other(s) as being at fault, and who act in ways that cause a business problem” (Dana, D. 2001)

5. Issues Triggering Event Behaviour Consequences Issues Triggering Event THE CYCLICAL NATURE OF CONFLICT

7. CONFLICT STYLES Cooperativeness Uncooperative Cooperative Assertive Unassertive Assertiveness AVOIDING ACCOMMODATING COMPROMISING COMPETING COLLABORATING