Conflict Resolution Understanding Conflict. Conflict is all around us. It is not something that we...

Conflict ResolutionConflict Resolution

Understanding ConflictUnderstanding Conflict


• Conflict is all around us. It is not Conflict is all around us. It is not something that we can choose to something that we can choose to have or not have. It just is.have or not have. It just is.

• It may center on something as It may center on something as seemingly trivial as who leaves their seemingly trivial as who leaves their dirty cups in the sink, where to go dirty cups in the sink, where to go eat lunch, or whether or not to buy eat lunch, or whether or not to buy that new piece of stereo equipment. that new piece of stereo equipment.


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


• This course This course is notis not about avoiding about avoiding conflict. Avoiding it is not only conflict. Avoiding it is not only impossible but undesirable.impossible but undesirable.

• This course This course isis about discovering about discovering productive ways of handling conflict, productive ways of handling conflict, ways that make a difference in all ways that make a difference in all areas of our lives.areas of our lives.


• Conflict can be considered:Conflict can be considered:

• FightFight

• DisagreementDisagreement

• WarWar

• Difference of opinion or perspective; Difference of opinion or perspective; such as between a mechanic and such as between a mechanic and inspector.inspector.

• Differences in personalityDifferences in personality


• Think of a conflict which has been handled Think of a conflict which has been handled in a in a destructivedestructive manner…Some of the manner…Some of the resulting outcomes of this were probably:resulting outcomes of this were probably:

• TensionTension• Unresolved ProblemsUnresolved Problems• StressStress• Low ProductivityLow Productivity• Sour RelationshipsSour Relationships• Ill HealthIll Health• ResentmentResentment


• Now think of a conflict that has been Now think of a conflict that has been handled handled constructivelyconstructively. Some results of . Some results of this may have been:this may have been:

• RelaxationRelaxation• Higher ProductivityHigher Productivity• Good HealthGood Health• Sense of AchievementSense of Achievement• Increased ConfidenceIncreased Confidence• Expanding Friendly RelationsExpanding Friendly Relations


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


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


Levels of ConflictLevels of ConflictDiscomfort


Levels of Conflict - DiscomfortLevels of Conflict - Discomfort

• Perhaps nothing is said as yet, Perhaps nothing is said as yet, however things don’t feel right.however things don’t feel right.

• It maybe difficult at this stage to It maybe difficult at this stage to identify what the problem is.identify what the problem is.



Incident


Levels of Conflict - IncidentLevels of Conflict - Incident

• A short sharp exchange may occur A short sharp exchange may occur without any lasting internal reaction.without any lasting internal reaction.

• Something may have occurred Something may have occurred between you and someone else that between you and someone else that has left you upset, irritated or with a has left you upset, irritated or with a result you did not want.result you did not want.



Incident

Misunderstanding


Levels of Conflict -MisunderstandingLevels of Conflict -Misunderstanding

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



Incident

Misunderstanding

Tension


Level of Conflict - TensionLevel of Conflict - Tension• You may start feeling anxious about your You may start feeling anxious about your

relationship with the other person.relationship with the other person.• Maybe you are at the point where just one more Maybe you are at the point where just one more

nudge will “push you over the edge”, ready to nudge will “push you over the edge”, ready to give them a “piece of your mind”.give them a “piece of your mind”.

• This level may build to the point where each This level may build to the point where each interaction with this person confirms your interaction with this person confirms your negative attitude towards them.negative attitude towards them.

• The relationship may become a cause for The relationship may become a cause for constant worry and concern.constant worry and concern.



Incident

Misunderstanding

TensionCrisis


Levels of Conflict – CrisisLevels of Conflict – Crisis

• Behavior is affected and normal functioning Behavior is affected and normal functioning starts to become difficult.starts to become difficult.

• No longer talking to the other individual.No longer talking to the other individual.• Or conversely, screaming at one another.Or conversely, screaming at one another.• Quitting your job or worse yet be dismissed.Quitting your job or worse yet be dismissed.• Throw china, or whatever else is close at Throw china, or whatever else is close at

hand.hand.• DivorceDivorce



Incident

Misunderstanding

TensionCrisis

Stay Alert


Levels of Conflict – Stay AlertLevels of Conflict – Stay Alert

• As you can see we want to avoid ever getting to the As you can see we want to avoid ever getting to the “crisis” stage.“crisis” stage.

• We should always be on the look out for clues at We should always be on the look out for clues at the discomfort and incident level.the discomfort and incident level.

• Dealing with conflict at these levels is much easier Dealing with conflict at these levels is much easier than at crisis stage, where emotions are running than at crisis stage, where emotions are running high.high.

• By working on solving the issue at the discomfort By working on solving the issue at the discomfort level we have a greater chance of achieving a level we have a greater chance of achieving a constructive rather than destructive outcome.constructive rather than destructive outcome.


SummarySummary• Discovered what conflict is and learned Discovered what conflict is and learned

the various levels at which it develops.the various levels at which it develops.• Learned to look for the early clues to Learned to look for the early clues to

conflict, and to stay alert and be ready to conflict, and to stay alert and be ready to act, if and when appropriate.act, if and when appropriate.

• One should greet conflict in a positive way, One should greet conflict in a positive way, ready to learn something new or improve ready to learn something new or improve on relationships.on relationships.

CreditCredit

• We wish to thank the Conflict Resolution We wish to thank the Conflict Resolution Network for their generous donation of Network for their generous donation of materials used in the creation of this materials used in the creation of this presentation.presentation.

• Conflict Resolution NetworkConflict Resolution Network PO Box 1016, Chatswood NSW 2057PO Box 1016, Chatswood NSW 2057Phone: +61 (0)2 9419-8500Phone: +61 (0)2 9419-8500Fax: +61 (0)2 9413-1148Fax: +61 (0)2 9413-1148Email: Email: [email protected]@crnhq.orgWebsite: Website: www.crnhq.orgwww.crnhq.org

mailto:[email protected]

http://www.crnhq.org/

CreditCredit

• This course was created by AMFA Local 11 This course was created by AMFA Local 11 to assist in the education of its Professional to assist in the education of its Professional Standards Committee members.Standards Committee members.

• Permission to use this material is granted Permission to use this material is granted to any AMFA Local.to any AMFA Local.

• This course was created using materials This course was created using materials provided by The Conflict Resolution provided by The Conflict Resolution Network. Permission has been extended Network. Permission has been extended to use this material providing credit to use this material providing credit remains intact on all modules.remains intact on all modules.

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