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    This document discusses communicating to resolve conflict. It defines conflict as a difference of opinions caused by opposing attitudes, behaviors, ideas, needs, or goals. It identifies four types of conflict: simple, ego, false, and values/beliefs conflicts. It outlines the four stages of conflict: taking sides, keeping score, showdown, and adjustment. It recommends using positive conflict resolution techniques like cooperation, believing in solutions, respecting opinions, and patience. It presents a five-step problem solving technique for addressing facts, objectives, possible solutions, and the best solution to resolve conflicts.

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    Chapter 6

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    This document discusses communicating to resolve conflict. It defines conflict as a difference of opinions caused by opposing attitudes, behaviors, ideas, needs, or goals. It identifies four types of conflict: simple, ego, false, and values/beliefs conflicts. It outlines the four stages of conflict: taking sides, keeping score, showdown, and adjustment. It recommends using positive conflict resolution techniques like cooperation, believing in solutions, respecting opinions, and patience. It presents a five-step problem solving technique for addressing facts, objectives, possible solutions, and the best solution to resolve conflicts.

    Copyright:

    Attribution Non-Commercial (BY-NC)
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    18 views10 pages

    Communicating To Resolve Conflict

    Uploaded by

    amina612
    This document discusses communicating to resolve conflict. It defines conflict as a difference of opinions caused by opposing attitudes, behaviors, ideas, needs, or goals. It identifies four types of conflict: simple, ego, false, and values/beliefs conflicts. It outlines the four stages of conflict: taking sides, keeping score, showdown, and adjustment. It recommends using positive conflict resolution techniques like cooperation, believing in solutions, respecting opinions, and patience. It presents a five-step problem solving technique for addressing facts, objectives, possible solutions, and the best solution to resolve conflicts.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPT, PDF, TXT or read online from Scribd
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    of 10

    CHAPTER 6

    Communicating to
    Resolve Conflict

    “It is through cooperation, rather than conflict, that


    your greatest successes will be derived.”
    …Ralph Charell
    A Competent Worker...
     Applies reasoning skills to solve problems
     Recognizes problems, devises and implements a plan of action

    …SCANS

    Chapter 6 2
    What Is Conflict?
    Conflict refers to a difference of opinions
    caused by opposing attitudes, behaviors,
    ideas, needs, or goals

    Conflict can stop flow of


    communication

    Chapter 6 3
    Types Of Conflict

    Type Resolution
     Simple Conflict--over facts  Consult an expert
     Ego Conflict--feeling of  Separate the content from
    self-worth your ego involvement
     False Conflict--does not  Determine whether the
    really exist conflict is real (don’t jump
    to conclusions)
     Values and Beliefs  Talk about safe topics that
    Conflicts--differing do not include conflict topics
    thoughts about aspects of
    life
    Chapter 6 4
    Conflict Stages
     Stage I--Taking Sides
     May split the workforce, destroy teamwork,
    destroy productivity, and cause tension and
    stress

     Stage II-Keeping Score


     Each side tries to prove the other side is
    unreasonable

    Chapter 6 5
    Conflict Stages (cont)
     Stage III—Showdown
     A confrontation between sides can be
    constructive resulting in a compromise or
    agreement, or destructive if physical, verbal, or
    other negative techniques are used

     Stage IV—Adjustment
     Opening up and discussing issues will usually
    lead to a satisfactory adjustment that is
    agreeable to both sides
    Chapter 6 6
    Handling Conflict Adjustments
    Avoid negative conflict adjustments
     Withdrawal
     Delay
     Aggression

    “What man does not alter for the better,


    time alters for the worse.”
    …Francis Bacon

    Chapter 6 7
    Positive Conflict Resolution

    Both parties must:


     Agree to cooperate
     Believe the problem has a solution
     Recognize that a difference of opinion is not a
    personal attack
     Respect the opinions of all involved
     Make an effort to be patient

    Chapter 6 8
    Five-Step Problem Solving

    What is the best solution?

    What are some possible solutions?

    What is the overall objective?

    What are the facts?


    What is the conflict?

    Chapter 6 9
    With the five-step problem solving
    technique, you are equipped to
    solve conflicts that come up in
    your line of work and your
    personal life.

    Chapter 6 10

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