How to Resolve Conflict with S'U'C'C'E'S'S

1
How to Resolve Conflictwith S.U.C.C.E.S.S

• Presented byCraig Valine, CAJC Vice President,
  Training

2
What Comes to Mind When I say Conflict?

• Conflict
• ________________
• ________________
• ________________
• ________________
• ________________

• The Constructive View
• ________________
• ________________
• ________________
• ________________
• ________________

3
5 Myths That Inhibit Positive Conflict Resolution

• Myth 1 Presence of conflict is a sign of a poor
  leader
• Myth 2 Conflict is a sign of low concern for
  the organization
• Myth 3 Anger is negative and destructive
• Myth 4 Conflict, if left alone, will take care
  of itself
• Myth 5 Conflict must be resolved.

4
Resolve Conflict With SUCCESS

• Size Up the Situation
• Use the Environment
• Compose Your Message
• Confirm Understanding and Reciprocate
• Engage in Negotiation
• Show Commitment
• Stabilize and Prevent Through Follow-up

5
Step 1 Size of the Situation

• Act only if
• You are affected
• The issue is significant
• There is an objective solution
• You are willing to initiate the process
• Determine the specific issue. If you cant
  verbalize it, then you arent ready to deal with
  it

6
Step 2 Use the Environment

• Discuss the issue at an appropriate time
• Admit when you are wrong
• Approach your CRP privately
• Monitor your non-verbal communication
• Use space territory to crate a neutral
  environment
• Recognize the impact of interpersonal history

7
Check Your Non-Verbal Communication

• Be aware of
• The way you look at your CRP
• Your facial gestures
• The words you say
• The tone in which you say it
• The way you stand
• Your hand gestures
• Etc.

8
Step 3 Compose Your Message

• Follow the 5-step format
• When you
• I think
• I feel
• And I
• And I would like

9
Step 4 Confirm Understanding and Reciprocate

• Use URU after delivering your initial formatted
  message
• Remember to assist your CRP through the URU. Use
  probing questions.
• Active listening is essential! Paraphrase, ask
  for clarification

10
Step 5 Engage in Negotiation

• Remember the 8 Steps
• Define the problem
• Define points of agreement
• Define points of disagreement
• Define desired results
• Define standards for acceptance
• Develop options
• Determine acceptability of options
• Determine best option

11
Step 6 Show Commitment

• Be certain to Implement, Monitor and Modify
• Dont forget this step Its imperative to the
  resolution of the issue and the maintenance of
  the relationship

12
Step 7 Stabilize and Prevent Through Follow-up

• To solidify your relationship and ensure ongoing
  productivity touch bases with your CRP after
  the conflict has been resolved
• Remember
• In Conflict, There is Opportunity.

13
About Your Trainer

• Craig Valine is PRIME graduate and Certified
  Seminar Leader through the American Seminar
  Leaders Association. He is a Certified Master
  Practitioner in Neuro-Linguistic Programming
  (NLP) and is a trained mediator.
• Craig served as President of the Pasadena Jaycees
  in 1999 and has also served as US Jaycees Western
  Region Metro Representative, Individual
  Development Vice President for the California
  Jaycees, and Secretary (a.k.a. Tiger Paw) for
  the California Jaycees Order of the Tigers. He
  currently serves as Training Vice President for
  the California Jaycees. To contact Craig, call
  him at [phone] or email him at
  craigvaline_at_hotmail.com