Transcript Conflict Resolution

Conflict Resolution
Who deals with conflict?
 Whether
its conflict with a coworker,
a friend or a parent everyone has
conflict.
 Why
do we discuss conflict?
It’s important to know how to handle
conflict.
 While
we cannot avoid conflict, it’s
important to know how to handle it
in a constructive manner (and at
work, in a professional manner)
 Many
problems can be avoided by
active listening.
 As
healthcare workers, we must be
able to prevent conflict from
escalating
Conflict Styles
 Avoidance
-steering clear of
conflict.
 Conflict makes you feel
uncomfortable.
 So you might go along with what
other people want to do, without
saying what you want.
 You might let others treat you rudely
or unfairly, without speaking up.
 Some
avoidance is smart!
 For example- avoiding a spot where
a gang may hang out
 Staying away from people that
encourage or like conflict.
Confrontation-tough, aggressive,
“in-your-face” approach to
conflict.
 You see conflict as a battle that
you have to win.
 You
argue, you try to dominate, you
threaten, and you may get abusive—
either physically, by fighting, or
verbally, by insults or sarcasm.
 Sometimes
confrontation is
necessary
 If someone is attacking you or
hurting you, confrontation is
probably needed.
 Making a habit out of confrontation
can lead to people avoiding you and
get you in a lot of trouble.
 Problem-solving-
working to find
solutions to conflict.
 You’re a good listener, you freely
state your own feelings and opinions,
and you’re willing to compromise.
 You probably get along with many
different people.
 You don’t waste your energy fighting.
Problem solving skills
Problem-solving requires skill and
practice
Steps to problem solving:
1. Find a good time and place to talkset a time when all parties are calm
and meet in a private place.
 Set ground rules-No interrupting,
no name calling, no put downs, tell
the truth

Identify the problem or issue Let each person say what happened
 Focus on the problem not on
personalities
 Use active listening and “I”
statements
Brainstorm for solutions Be willing to compromise
 Don’t judge
 Let each person voice their solution
Choose a solution and agree on it Decide on a solution that everyone
agrees to.
“I” Statements
 “I”
statements are used to take
responsibility for your feelings/issue
rather than blaming others.
 Focus on the problem not on the
people involved.
 Make a non-threatening description
of the problem
How to De-escalate Conflict
1.
2.
3.
Remain calm and centered-don’t
allow the other person to force you
into escalating the conflict
Admit your part-say “I apologize” or
“I’m sorry”-this can help diffuse a
situation.
Listen to the other person-listen for
why they are upset or what they
need.
Summary
What are the 3 types of conflict?
What are the 4 parts of problem
solving?
What is the value in using “I”
statements?
How do you de-escalate conflict?