Conflict

And Its Management

Scope and Severity of the

Problem
Injury and violence is one of the 10
leading health indicators identified by
the Healthy People 2010 initiative.
In 1995, the cost of injury and violence
in the U.S. was estimated at more than
$224 billion per year. These costs
include direct medical care and
rehabilitation as well as productivity
losses to the Nations workforce.
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Scope and Severity of the

Problem
In 1997, homicide was the third leading
cause of death for children aged 5 to 14
years, an increasing trend in childhood
violent deaths.
Many factors that contribute to injuries
also are closely associated with violent
and abusive behavior, such as low
income, discrimination, lack of
education, and lack of employment
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opportunities.

Conflict Resolution
Interpersonal conflict is unavoidable,
but we can learn to manage it.
Conflict:
Conflict A condition that exists
anytime two or more people disagree.

Conflict Resolution
Conflict is a natural phenomenon,
neither inherently good or bad, but
there may be positive or negative
outcomes.

Conflict Resolution
General perceptions
of conflict as
negative:
Anger
Disagreement
Hostility
Threat
Anxiety

Competition
Tension
Violence
Destruction
Pain
War

Conflict Resolution
Potential
Productive
Outcomes of
Conflict:
Clarifying
Learning
Stimulating
Intimate
Courageous

Strengthening
Creative
Helpful
Enriching
Caring
Opportunity
Inclusive
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Conflict Resolution
Managing conflict in a dysfunctional
way is a learned behavior and can be
changed.

Conflict Resolution
How do/did we learn our own styles of
conflict management?
Role Models?
Family role models
Celebrity role models
Teachers/mentors/coaches
Media examples/role models
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Personal Styles of Dealing with

Conflict
Turtle (Avoidance)
Teddy Bear (Accommodation)
Shark (Domination)
Fox (Compromise)
Owl (Integration)

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Conflict Resolution
Its likely that a person employs more
than one style, depending on the
situation, but usually one style
dominates.
Certain styles may be appropriate for
certain situations.
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Conflict Resolution
Managing conflict constructively
depends in large measure on clear,
open, and honest communication

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Elements of Communication
Source - Person that begins or initiates
message

Message - Information or the meaning

Channel - Medium through which message
is transmitted

Receiver - Person who is targeted for the

message
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Elements of Message
Meaning

Verbal Meaning 7%

Tone of Voice 38%

Facial Expression 55%

93% of the meaning of a message

comes from nonverbal sources!
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Conflict Resolution Skills

Getting the facts
Active/Reflective Listening
Defusing/managing anger
Empathy skills
Cognitive restructuring
Negotiating outcomes
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Conflict Resolution
Process
Find a good time and place to talk.
Discuss the problem - Clarify issues
Get all the facts
Use active (aka reflective) listening
Use I messages
Focus on the problem, not the person
Avoid communication blockers
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Conflict Resolution Process

Generate a variety of options;
brainstorm
Choose a solution that works for
everybody
Try the solution. If it doesnt work, go
back to step three and renegotiate.

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Active Listening
Look at the person speaking
Maintain an open mind
Pay attention
Ask questions
Repeat what the speaker says
Listen for the feelings of the speaker
Dont: Interrupt, change the subject, make
up your mind before the person finishes
speaking
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Roadblocks
To Resolving Conflict
Clashing Egos - Styles Of Conflicts
Name calling
Sarcasm/Ridicule
Insulting
Threatening
Blaming
Inflexibility
Defensive body posturing/language 19

No-Lose Method
Steps To Follow:
1. Defining the problem in terms of
needs.
2. Generating possible solutions
(brainstorming).
3. Evaluating and testing the various
solutions.
4. Deciding on mutually acceptable
solutions.
5. Implementing the solution. (Try it
out.)
6. Evaluating the solution.

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No-Lose Method
Some Assumptions about the No-Lose
Method:
Your needs are important
My needs are equally important
We will approach this conflict from a
needs standpoint, not a solution
standpoint.
I will never use my power.
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Methods of Conflict
Resolution
- Behjat Sharif
Denial
Suppression
Power
Compromise
Collaboration
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