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    Conflict Resolution Skills

    Uploaded by

    Harshita Sharma

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd

    Conflict Resolution Skills

    Uploaded by

    Harshita Sharma
    1 views32 pages

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    © © All Rights Reserved

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    Copyright:

    © All Rights Reserved
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    1 views32 pages

    Conflict Resolution Skills

    Uploaded by

    Harshita Sharma

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    of 32

    CONFLICT Conflict resolution is the process

    of resolving a dispute or a

    RESOLUTION conflict by meeting at least some


    of each side’s needs and
    addressing their interests.

    SKILLS
    INTRODUCTION TO CONFLICT RESOLUTION
    TYPES OF CONFLICTS

    • Intrapersonal Conflict: Conflict within oneself. COMMON CAUSES OF CONFLICT

    • Interpersonal Conflict: Conflict between two or • Communication Breakdown:


    more individuals. Misunderstandings or lack of communication.
    • Intragroup Conflict: Conflict within a group or • Different Values: Conflicts arising from differing
    team. beliefs or values.
    • Intergroup Conflict: Conflict between different • Personal Differences: Personality clashes or
    groups or teams. differing emotional responses.
    • Resource Scarcity: Competition over limited
    resources.
    CONFLICT RESOLUTION STYLES

    1. Avoiding: Ignoring or withdrawing from the conflict.

    2. Accommodating: Giving in to the other’s wishes or demands.

    3. Competing: Asserting one's position at the potential expense of others.

    4. Compromising: Finding a middle ground where both parties give up something.

    5. Collaborating: Working together to find a win-win solution that satisfies everyone.


    UNDERSTANDING & MANAGING CONFLICT
    A SOLVABLE CONFLICT

    • A solvable problem is about something


    situational.

    • The conflict is simply about the topic


    without a deeper meaning behind the
    position. Example house cleaning,
    discipline

    • A solution can be found and


    maintained
    A PERPETUAL CONFLICT

    • Perpetual conflicts are problems that


    center on either fundamental differences
    in two personalities or fundamental
    differences in your lifestyle needs.

    • The issues can be about the exact same


    topics but unlike a solvable conflict, these
    are the conflicts you will return to over
    and over and over again

    • You need proper solution. Its not


    permanent problem.
    A GRIDLOCK PERPETUAL CONFLICT
    • Gridlocked perpetual conflicts are perpetual problems that have been mishandled and have calcified into
    something quite uncomfortable

    • In gridlocked conflicts, you may feel "spinning wheels" and getting no where

    • The nature of gridlock is that hidden agendas underlie the issue.

    IMPORTANT GRIDLOCK COMPONENT


    • Usually all People involved feel criticized, rejected and unaccepted
    CAVEAT

    • Here things are unacceptable. It is


    individual right to decide what
    these unacceptable things are that
    are injurious to one's own dignity

    • Abuse, violence, hitting, betrayals,


    alcoholism

    • Gridlock and caveat needs


    professionals help.
    STEPS IN
    CONFLICT
    RESOLUTION
    STEP 1 :
    IDENTIFY THE TRIGGER

    Anticipate at Thought & Emotional Level


    It will not work after behavior
    COMMON TRIGGERS - AUDITORY

    • Yelling | screaming and shouting • Blaming


    • Insulting • Shaming
    • Swearing • Causing fear, de-valued
    • Lecturing • Threatening
    • Ordering • Abusing language
    • Labeling • Criticized
    • Publicly embarrassing • Scolded
    • Lied • Deceived
    COMMON TRIGGERS - VISUAL

    • Neglected | Rejection. • Digital spying.


    • Pretending not to notice. • Frown or smirk on the face.
    • Ignoring conversation. • Giving weird look.
    • Isolation. • Unloved, unappreciated.
    • Bullying.
    COMMON TRIGGERS – KINESTHETIC | TOUCH

    • Physical harm or physical threats. • Shoving, grabbing by the neck.


    • Violation of your personal space through • Sexual assault – rape.
    physical attack.
    • Unpredictable outburst - out of control.
    • Slapping. • Feeling weak, inadequate and incompetent.
    • Kicking.
    “If we are attuned and aware of our triggers , we are
    better able to predict our own response and make
    choices not to respond in reactive manner”
    STEP 2 :

    THE 3 R’S TO
    REACTION
    MANAGEMENT
    THE 3 R’S TO REACTION
    MANAGEMENT
    • Relax

    • Reassess

    • Respond
    RELAXATION AND CONNECTION
    WITH INNER SELF
    • When you are in vulnerable state, you reach to conclusions and
    decisions in a storm

    • Engaging in powerful booster activities like meditation techniques,


    listening to music, engaging in hobbies, social work puts your body
    deliberately in a calm , stable state and gives you recovery time

    • This stage prepare you to respond rather than react impulsively


    REASSESS
    • Now that the mind is relaxed , you can visit the
    situation objectively and figure out.
    • Exactly what is happening? Take complete
    responsibility of your emotion rather than blaming
    someone else

    • You are not accepting responsibility for the


    other person’s choice and feelings
    • Nor surrendering or defending yourself
    • Nor admitting it is your fault
    “You are merely paying attention and shifting
    the focus on your needs that were not
    satisfied in a given situation”
    RESPOND
    • This is the time when you re-engage with other party or
    situation to resolve the conflict

    • Consult a trusted family member , elder sibling or another friend


    on their views or suggestions on this situation can be some help
    as you get another perspective to handle the situation

    • This approach requires you to be calm , polite, respectful at all


    times [Nonverbal Communication: Be aware of body language,
    facial expressions, and tone of voice]

    • Maintaining good facial features

    • Of course having the willingness for a meeting to talk about the


    incident that caused the reaction
    TWO PREREQUISITE WHEN RESPONDING

    ACTIVE LISTENING SPEAK ASSERTIVELY


    • Before you express your needs , concerns and • You stand up for your feelings and emotions while
    perspectives , you must give the person a platform exhibiting the same for the other person
    to express their point of view.
    • Without any judgment

    This is precisely the right kind of approach and attitude to adopt as it is a positive communication style,
    practical and derives meaningful and satisfactory results for both
    STEP 3 :

    LISTEN
    ACTIVELY
    LEADER'S
    LISTENING
    BEHAVIOR
    STEP 4 :

    ASSERTIVE
    COMMUNICATION
    SIMPLE FRAMEWORK

    • I understand You. ______

    • I feel [Emotion] About the situation

    • I need

    • Solution mode : We can do this to solve the situation

    • Open-End Question: Encourage discussion


    STEP 5 :

    DEVELOP A
    SOLUTION
    COLLABORATIVE PROBLEM-SOLVING

    • Work together to agree on a solution that addresses the needs of all parties. Make sure the solution is practical
    and realistic.

    • Outline specific steps that each party will take to implement the solution. This could involve deadlines,
    responsibilities, and follow-up actions.

    • Write down the agreed-upon solution and action steps. This helps prevent misunderstandings later on and
    provides a reference point if issues arise again.

    The goal is to find a win-win outcome where


    both sides feel their needs are met.
    • Put the Plan into Action: Ensure that all parties follow through with the agreed-
    STEP 6 : upon steps. This might involve regular check-ins or progress reports.
    • Evaluate the Effectiveness: After some time, review the outcome of the conflict
    resolution process. Ask if the conflict has been resolved to everyone’s satisfaction
    IMPLEMENT or if there are lingering issues.
    • Adjust if Necessary: Be open to making modifications to the solution if it’s not
    AND working as expected. Conflict resolution is often an ongoing process, and flexibility
    is key.
    FOLLOW UP • Celebrate Successes: Acknowledge when the conflict is resolved and celebrate the
    effort put into reaching a peaceful resolution.
    • Reflect: After the conflict is resolved, take time to reflect on what worked and
    what didn’t. Use these insights to handle future conflicts more effectively.
    • Build Relationships: Use the resolution process as a way to strengthen
    relationships and build trust, so conflicts are less likely to arise in the future.
    1. Acceptance
    ROLE OF EMOTION
    2. Compassion

    IN CONFLICT 3. Empathy
    ROLE OF EMOTION IN CONFLICT

    • Acceptance and management of our own emotions and the emotions of others. Staying calm and
    composed, even when resolving the conflict takes time – patience.

    • Compassion: Each one going through their own battles of emotions. Understanding that they are also
    humans and are capable of making mistakes empowers you to deal with them in a better way

    • Empathy for the person who wronged you can also help you slow down the reaction as you understand
    that your opponent is also struggling with difficult emotions like you. Validate the emotions of each party.
    Let them know that their feelings are valid, even if you don’t agree with their viewpoint.
    MEDIATION AND THIRD-
    PARTY INVOLVEMENT

    If direct negotiation fails or the conflict escalates.


    CONFLICT RESOLUTION IN COUNSELING

    Acting as a facilitator, guide, and support for clients in conflict. and helping clients develop problem-
    solving skills.

    Set Ground Rules: Agree on basic rules, such as no interrupting, no blame games, and keeping the
    conversation respectful.
    KEY CONFLICT RESOLUTION SKILLS:

    1. Active Listening

    2. Empathy: Understanding thoughts and feelings

    3. Communication

    4. Patience

    5. Negotiation

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