Let

1
Lets Work It Out Resolving Group Conflict

• Leadership Development Series

2
Lets Discuss

• Communication Styles
• Conflict Management Styles
• Resolution Vocabulary
• Conflict Resolution Dos and Donts
• Conflict Scenario Exercise

3
Conflict Tips for Leaders

• Your willingness to appropriately intervene sets
  the stage for your own success
• Be respectful, be understanding, commit to action
• You must own some of the responsibility

4
Communication Styles

• Assertive Communication
• Healthiest and most effective
• Represents a high self-esteem
• Aggressive Communication
• Always involves manipulation
• Uses intimidation or guilt
• Passive Communication
• Based on compliance and avoidance
• Passive-Aggressive Communication
• Avoids confrontation but attempts to get even

5
Conflict Management Styles

• Cooperative Problem Solving
• Enables people to work together so everyone wins
• Competing
• Puts his/her needs before everyone elses
• Compromising
• Satisfies some but not all
• Avoiding
• Do not get involved in conflict
• Accommodating
• Put their interests last, give others what they
  want

6
Resolution Vocabulary

• Communicate
• Talking things out
• Negotiate
• When people decide to work things out themselves
• Mediate
• An outside person helps people work it out
• Arbitrate
• An outside person solves the problem

7
Mediating Donts

• Avoid the conflict hoping it will go away
• Meet separately with the people in conflict
• Believe that the only people affected by the
  conflict are the participants

8
Mediating Dos

• Meet with the antagonists together
• Ask each participant to describe specific actions
  they would like the other party to take
• Have all participants commit to making changes
• Assure both parties that you believe they can
  solve the issue
• Set a time to review progress

9
Conflict Scenario

• Your organization has a large event planned and
  you have divided into committees to handle all of
  the tasks. Two committee chairs have had a
  recent falling out about something not related to
  the group and the drama has seeped into the
  group. They say mean things about each other and
  are competing to recruit members to their
  committees. Your members have noticed and bring
  it to your attention. The group is slowly
  dividing as some members have chosen sides and
  some have stopped attending meetings because of
  the stress.
• As the leader, what do you do now?