decision making and conflict resolution ppt and negotiation and conflict resolution ppt
Dr.GordenMorse,France,Professional
Published Date:22-07-2017
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Conflict Resolution
www.ThesisScientist.comwww.ThesisScientist.comConflict Important
Conflict is the internal or external tension that
occurs when you anticipate difficulty meeting
important needs.
Boss, spouse, child, etc.
www.ThesisScientist.comConflict Types
Five leading causes of conflict in the workplace:
– Misunderstanding-miscommunication
– Disrespect or disregard for other people
– Conflicting egos
– Impatience
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– Fear and insecurity over loss of controlConflict Types
Pseudo conflicts (false conflicts)
– Not real conflicts; they are perceived.
– Two causes: faulty assumptions and false dilemmas
– Faulty assumptions: mistaking assumptions for facts
– False dilemmas: people only see two solutions to a
problem
Fact conflicts
– Parties disagree about information that could easily be
verified
– Fact conflicts can turn into ego conflicts
www.ThesisScientist.comConflict Types
Ego conflicts
– A dispute centers on status or power
– Initial argument may be over a factual question
– Conflict centers on “who” has the “right” facts
Value conflicts
– Focus on personal beliefs
– Value rights, religion, etc.
Need conflicts
– Needs of one individual clash with the needs of another
www.ThesisScientist.comConflict Management Styles
Avoiders
– See conflict as hopeless and useless
– Are impersonal or distant
– Remove self mentally or physically
– Lack commitment to finding solutions (time, energy,
confidence or skills)
– Be an Avoider: to buy time, to defuse strong emotions,
if the conflict isn’t worth it
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Accommodators
– Believe conflict is destructive
– Overvalue maintaining relationships
– Undervalue own needs
– Don’t make waves
– Want peace at any price
– Be an Accommodator: when the issue isn’t that
important to you or when conceding is easier
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Forcers
– Believe winning is the only thing
– Love challenge and achievement
– Express anger when others don’t agree
– Are willing to sacrifice others who don’t agree
– Typically use emotional appeals, strong deliveries and
persistence
– Be a Forcer: when decisions have to be made quickly,
crisis
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Compromisers
– Believe half is better than none
– Want each side to gain something
– Use voting or bargaining to decide
– Avoid the real issues
– Typically use maneuvering, negotiating and trading
– Be a Compromiser: disagreement isn’t vital
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Collaborators
– Believe both parties can meet their needs
– See conflict as a natural way to meet needs
– Want to hear the needs of others
– View the other as equal in conflict
– Be a Collaborator: when there is time, if both parties
are willing to work together
www.ThesisScientist.comConflict Strategy Guidelines
Recognize the “enemies” that can limit your ability to
manage conflict effectively.
– Your desire to explain your side first
– Failure to listen attentively
– Fear of losing control, what you value
– Misconception that one must win and the other
must lose
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Choose the right time.
– Relaxed, free from distractions and prepared to spend
time
Take turns speaking and listening.
– Listen open-mindedly rather than defensively
– Paraphrase one another
– Encourage active listening
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Set the stage for finding a solution.
– Work collaboratively
– Brainstorm
Identify your needs and those of the other person.
– Keeps you focused on the issue
– Identify the needs
– Be empathic
www.ThesisScientist.comFour-Part Assertion Messages
Plan what you want to say.
– Four-Part Assertion Message
Describe the behavior
Identify your feelings
State the tangible consequences
Make a request
Example: When you take personal calls on your cell
phone while there are customers waiting in line
(behaviour), I feel stressed (feeling), because I have to
cover the service desk by myself (consequence). Would
you please wait until your break to use your cell phone?
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(request).Be Assertive
Assertive
– Stating what you think, feel, want or need in a way that
is direct, honest and respectful of others
– Builds trust, helps prevent conflicts, gets needs met
– Most conducive to a supportive style of communication
Aggressive
– Stating thoughts, feelings, wants or needs directly and
honestly but disrespectfully
– Can prevent conflict by fostering avoidance
www.ThesisScientist.comBe Assertive
Non-Assertive
– Respecting others while stating your thoughts,
feelings, wants or needs indirectly or not at all
– Avoid conflict, easy to please, cooperative
team players
– Can’t get needs met, may feel resentful
www.ThesisScientist.comConflict Strategy Guidelines
Express appreciation.
– Thank the other person
– End the discussion on a positive note
www.ThesisScientist.comResponding to Criticism
Three types of criticism:
– Manipulative
– Vague
– Valid
www.ThesisScientist.comResponding to Criticism
Fogging
– Use for manipulative criticism
– Presents a non-defensive, indifferent response to
criticism
– Seeks to acknowledge the criticism
– Does not agree or disagree
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