PERSONALITY DEVELOPMENT

Robert-Glenn A. Miguel
PD1 A Instructor
 UNIT 9: STRESS AND CONFLICT
MANAGEMENT

GROUP ACTIVITY!
1. Divide the class into (4) Four groups.
2. Let them draw a diagram that answers
the question, “What comes into your mind
when you think or experience about
STRESS?
3. Allow them to discuss, share, and draw
their ideas with their group mates within
10 minutes.
4. Post it at the board right after they finish
and select one representative to give a
report about what they did.
 UNIT 9: STRESS AND CONFLICT
MANAGEMENT

STRESS

Stress is not a useful term for scientists

because it is such a highly subjective
phenomenon that it defies definition. And if
you can’t define stress, how can you possibly
measure it?
 UNIT 9: STRESS AND CONFLICT
MANAGEMENT
STRESS

The term “stress”, as it is currently used was

coined by Hans Selye in 1936, who defined it as
“the non-specific response of the body to any
demand for change”.

Selye had noted in numerous experiments

that laboratory animals subjected to acute but
different noxious physical and emotional stimuli
(blaring light, deafening noise, extremes of heat or
cold, perpetual frustration) all exhibited the same
pathologic changes of stomach ulcerations,
shrinkage of lymphoid tissue and enlargement of
the adrenals.
 UNIT 9: STRESS AND CONFLICT
MANAGEMENT

STRESS

He later demonstrated that

persistent stress could cause these
animals to develop various diseases
similar to those seen in humans, such as
heart attacks, stroke, kidney disease and
rheumatoid arthritis.
 UNIT 9: STRESS AND CONFLICT
MANAGEMENT

10 MOST EFFECTIVE CONFLICT

RESOLUTION STRATEGIES

1. Pause, breathe and decide on next

steps.

A conflict-driven discussion just

took place in a meeting, over email,
or between you and a client.
 UNIT 9: STRESS AND CONFLICT
MANAGEMENT

10 MOST EFFECTIVE CONFLICT

RESOLUTION STRATEGIES

1. Pause, breathe and decide on next

steps.

Your first step should be to take a

deep breath and think about your
reaction to the situation. Is it purely
reactive? Are you taking things
personally? Is anyone else involved,
and what might their outlooks be?
 UNIT 9: STRESS AND CONFLICT
MANAGEMENT

10 MOST EFFECTIVE CONFLICT RESOLUTION

STRATEGIES

1. Pause, breathe and decide on next steps.

Deep breathing is a proven way to calm stress and

provide a more focused outlook on the matter at
hand, so take at least one deep breath if you’re in the
middle of a heated or stressful conflict. When we
force ourselves to pause and breathe, rather than
react, we can save ourselves from reacting
emotionally and striking out in a way that might make
things worse.
 UNIT 9: STRESS AND CONFLICT
MANAGEMENT

10 MOST EFFECTIVE CONFLICT RESOLUTION

STRATEGIES

2. Determine the issue privately

Whether the conflict is took place over email,

in a meeting, on a call, or in a person, make sure
that the act of managing the conflict moves into a
private arena. If the conflict takes place publicly, it
can help to simply state that it will be addressed
offline or privately and encourage everyone to
move on.
 UNIT 9: STRESS AND CONFLICT
MANAGEMENT

10 MOST EFFECTIVE CONFLICT RESOLUTION

STRATEGIES

2. Determine the issue privately

Addressing the actual issue

privately allows any/all parties involved the
chance to express their feelings and
intentions in a more safe environment,
and prevents bystanders from getting
needlessly involved.
 UNIT 9: STRESS AND CONFLICT
MANAGEMENT

10 MOST EFFECTIVE CONFLICT RESOLUTION

STRATEGIES

3. Determine the most appropriate medium to

deal with the issue.

Similarly to addressing the issue in

private, it’s also important to determine what
medium is best to deal with any conflict at
hand. Perhaps an in-person chat or video call is
easiest so that body language can be read and
difficult emotions can be more easily expressed.
 UNIT 9: STRESS AND CONFLICT
MANAGEMENT

10 MOST EFFECTIVE CONFLICT RESOLUTION

STRATEGIES

4. Create an opening for communication so that

everyone can have their say.

Once a medium is decided on to address the conflict,

give the individual or everyone involved a chance to have
their say. Frame the conversation by stating that a conflict
occurred and reinforcing the fact that everyone should
have a chance to express their understanding and feelings
about the situation and then allow them to have that
chance.
 UNIT 9: STRESS AND CONFLICT
MANAGEMENT

10 MOST EFFECTIVE CONFLICT RESOLUTION STRATEGIES

5. Use active listening techniques when addressing the

conflict.

Active listening is an amazing technique to

become a better listener and can help with everyday
project work, but is especially effective in conflict
resolution. Give feedback as you listen, use small
encouragements to show you’re listening and
restating the issues as well as pausing between
statements can be powerful ways to let someone else
know you’re listening and engaged.
 UNIT 9: STRESS AND CONFLICT
MANAGEMENT

10 MOST EFFECTIVE CONFLICT RESOLUTION

STRATEGIES

6. Repeat back your understanding of the issues.

By restating your understanding of the issues or

conflict back to the individual you’re speaking with,
you solidify your own understanding and give the
other person in the conversation a chance to
correct you if you’ve misinterpreted their words.
 UNIT 9: STRESS AND CONFLICT
MANAGEMENT

10 MOST EFFECTIVE CONFLICT RESOLUTION

STRATEGIES

7. Use “I” Statements to talk address any emotions or

reactions to the issue.

“I” statements are a keystone of conflict

resolution. By framing your thoughts around
yourself, you avoid placing blame or focus on
emotions and reactions, which helps stick to the
facts and solutions to an issue.
 UNIT 9: STRESS AND CONFLICT
MANAGEMENT

10 MOST EFFECTIVE CONFLICT RESOLUTION STRATEGIES

7. Use “I” Statements to talk address any emotions or reactions to

the issue.

For example, you might demand for someone:

‘’Why were you late to the client meeting? You know
how important it was”. Instead, frame the statement
around your own reactions and emotions surrounding
it, rather than characteristics of the person you’re
speaking to. A more productive statement would be “I
felt frustrated that I couldn’t start our client meeting
at the scheduled time, because I promised them we’d
all be a part of the meeting together.”
 UNIT 9: STRESS AND CONFLICT
MANAGEMENT

10 MOST EFFECTIVE CONFLICT RESOLUTION

STRATEGIES

7. Use “I” Statements to talk address any

emotions or reactions to the issue.

A big leap in resolving conflict can be

made when taking ownership of your
emotions by focusing on your thoughts and
feelings assertively, rather than putting others
on the defensive.
 UNIT 9: STRESS AND CONFLICT
MANAGEMENT

10 MOST EFFECTIVE CONFLICT

RESOLUTION STRATEGIES

8. Lean into the silence in difficult

conversations.
 UNIT 9: STRESS AND CONFLICT
MANAGEMENT

10 MOST EFFECTIVE CONFLICT

RESOLUTION STRATEGIES

9. Lean into the silence in difficult conversations.

Allow time for everyone to carefully consider

questions or start statements that can be difficult for
them. Encourage thoughtfulness, and don’t feel the
need to feel in awkward silences when dealing with a
topic that doesn’t necessarily have an easy answer.

Therefore, “Silence” is golden.

 UNIT 9: STRESS AND CONFLICT
MANAGEMENT

10 MOST EFFECTIVE CONFLICT

RESOLUTION STRATEGIES

10. Follow up with a close-out conversation, email, or call.

It’s nice to close-out conflict resolution with a

private follow-up conversation in whatever manner is
most appropriate. Restate the resolution that was
come to, thank the individual for their involvement
and communication in resolving things, and offer to
be on hand for any future issues, thoughts or
conversations that might want to have in the future.
UNIT 1: PERSONALITY DEVELOPMENT

ASSIGNMENT!