Cool It

Anger management and conflict

resolution
PrabhaA
Anger and Conflict in Work place
--- unless properly managed could lead to untold
damages.
---Most people avoid conflict where they should
manage it
--- Anger Violence and aggression are the
antithesis of creativity , productivity and
respect.
--- Anger is all around us in form of Road Rage,
Desk Rage, Computer Rage
3 ways to resolve and defuse
People do all they can to avoid conflict. So
they back off, compromise, neutralize
1. Negotiation parties discuss issues
themselves
2 Mediation third party helps the disputants
discuss the issue
3 Arbitration third party reviews each partys
case and makes decision
The new way
Prevention --- this requires special skills and
environment that will enable to individual to
feel safe and explore.
One should make the individual know that he
is being listened to.

Skills needed
Empathy
Active listening
Paraphrasing
Using open questions
Summarizing
Using silence
Focusing
Reflecting
Challenging // reality testing
INDIVIDUAL ANGER MANAGEMENT
Dealing with anger is effected by childhood and
family upbringing

Argument does not help reducing anger.
Trying to defend does not help reduce anger.
Confronting with eyes does not defuse anger.
5 Management tips
v
Effects of conflict at work place
NEGATIVE
POSSITIVE
TYPES OF CONFLICTS

Hot conflict
Involves erratic or aggressive behaviour, strong words, and intense
personal confrontation.

Typical characteristics
Cold conflict
Reaction to Anger
Usual Conflict management styles
Obliging
Avoiding
Compromising
Collaborating


CONFLICT MANAGEMENT STRATAGIES
Traditionally four ways
1. Negotiation
2. Mediation
3. Arbitration
4. Prevention

Conflict can be prevented from arising by good
assertive communication skills

Conflict Negotiation
Mediation


Important Listening Skills
behaviours
There are three types of behaviours
Minimising Frustration
How to be non- aggressive
Aggression defusing techniques
NOW PRACTISE


Questions??
Thank You