Conflict Resolution

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Conflict Resolution

• Understanding Conflict

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Understanding Conflict

• Conflict is all around us. It is not something
  that we can choose to have or not have. It just
  is.
• It may center on something as seemingly trivial
  as who leaves their dirty cups in the sink, where
  to go eat lunch, or whether or not to buy that
  new piece of stereo equipment.

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Understanding Conflict

• Or it may be more complex, such as whether we
  should invest in stock or bonds, or what college
  your child should attend to get the best
  education.

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Understanding Conflict

• This course is not about avoiding conflict.
  Avoiding it is not only impossible but
  undesirable.
• This course is about discovering productive ways
  of handling conflict, ways that make a difference
  in all areas of our lives.

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Understanding Conflict

• Conflict can be considered
• Fight
• Disagreement
• War
• Difference of opinion or perspective such as
  between a mechanic and inspector.
• Differences in personality

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Understanding Conflict

• Think of a conflict which has been handled in a
  destructive mannerSome of the resulting outcomes
  of this were probably
• Tension
• Unresolved Problems
• Stress
• Low Productivity
• Sour Relationships
• Ill Health
• Resentment

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Understanding Conflict

• Now think of a conflict that has been handled
  constructively. Some results of this may have
  been
• Relaxation
• Higher Productivity
• Good Health
• Sense of Achievement
• Increased Confidence
• Expanding Friendly Relations

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Understanding Conflict

• We have all had the experiences of handling
  conflict both constructively and destructively.
  The outcomes of conflicts handled constructively
  are so much more attractive that it is hard to
  imagine we would settle for less.

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Understanding Conflict

• There are several stages we can go through before
  we reach the level of conflict.

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Understanding Conflict

• Levels of Conflict

Discomfort
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Understanding Conflict

• Levels of Conflict - Discomfort
• Perhaps nothing is said as yet, however things
  dont feel right.
• It maybe difficult at this stage to identify what
  the problem is.

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Understanding Conflict

• Levels of Conflict

Discomfort
Incident
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Understanding Conflict

• Levels of Conflict - Incident
• A short sharp exchange may occur without any
  lasting internal reaction.
• Something may have occurred between you and
  someone else that has left you upset, irritated
  or with a result you did not want.

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Understanding Conflict

• Levels of Conflict

Discomfort
Incident
Misunderstanding
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Understanding Conflict

• Levels of Conflict -Misunderstanding
• The details of a situation may be unclear. The
  motive or intent of a situation not fully
  understood by the parties involved.

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Understanding Conflict

• Levels of Conflict

Discomfort
Incident
Misunderstanding
Tension
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Understanding Conflict

• Level of Conflict - Tension
• You may start feeling anxious about your
  relationship with the other person.
• Maybe you are at the point where just one more
  nudge will push you over the edge, ready to
  give them a piece of your mind.
• This level may build to the point where each
  interaction with this person confirms your
  negative attitude towards them.
• The relationship may become a cause for constant
  worry and concern.

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Understanding Conflict

• Levels of Conflict

Discomfort
Incident
Misunderstanding
Tension
Crisis
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Understanding Conflict

• Levels of Conflict Crisis
• Behavior is affected and normal functioning
  starts to become difficult.
• No longer talking to the other individual.
• Or conversely, screaming at one another.
• Quitting your job or worse yet be dismissed.
• Throw china, or whatever else is close at hand.
• Divorce

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Understanding Conflict

• Levels of Conflict

Discomfort
Stay Alert
Incident
Misunderstanding
Tension
Crisis
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Understanding Conflict

• Levels of Conflict Stay Alert
• As you can see we want to avoid ever getting to
  the crisis stage.
• We should always be on the look out for clues at
  the discomfort and incident level.
• Dealing with conflict at these levels is much
  easier than at crisis stage, where emotions are
  running high.
• By working on solving the issue at the discomfort
  level we have a greater chance of achieving a
  constructive rather than destructive outcome.

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Understanding Conflict

• Summary
• Discovered what conflict is and learned the
  various levels at which it develops.
• Learned to look for the early clues to conflict,
  and to stay alert and be ready to act, if and
  when appropriate.
• One should greet conflict in a positive way,
  ready to learn something new or improve on
  relationships.

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Credit

• We wish to thank the Conflict Resolution Network
  for their generous donation of materials used in
  the creation of this presentation.
• Conflict Resolution Network PO Box 1016,
  Chatswood NSW 2057Phone [phone]Fax
  61 (0)2 9413-1148Email crn_at_crnhq.orgWebsite
  www.crnhq.org

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Credit

• This course was created by AMFA Local 11 to
  assist in the education of its Professional
  Standards Committee members.
• Permission to use this material is granted to any
  AMFA Local.
• This course was created using materials provided
  by The Conflict Resolution Network. Permission
  has been extended to use this material providing
  credit remains intact on all modules.