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13 Cards in this Set
- Front
- Back
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5 STEPS OF CONFLICT RESOLUTION PROCESS
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1. Decide Whether You Have a Misunderstanding or a True Disagreement
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a. Misunderstanding – failure to accurately understand the person’s point
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b. Disagreement – failure to agree even with the most accurate understanding
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c. True disagreement – disagreement in which they want to change your mind
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2. Define the Problem and Collect the Facts
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a. Everyone involved needs to focus on the real cause of the conflict, not on what has happened as a result
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b. Write out a couple of sentences that define the problem
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c. Collect all the information about the conflict, separating out the facts from opinions or perceptions
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d. Ask questions that pertain to the conflict, who was involved, what happened, when, where, and why. What policies and procedures were involved?
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e. Only then, will the real cause of the conflict surface
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3. Clarify Perceptions
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a. Perception – your interpretation of the facts surrounding the situations you encounter which can have a tremendous influence on your behavior
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b. Attempt to see the situation in all points of view
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c. Important questions that should be addressed to further clarify perceptions in a conflict situation
i. What does each party think the conflict is about? ii. Is the conflict over deeply held values or just preferences? iii. Is the conflict over goals or methods? |
4. Generate Options for Mutual Gain
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a. Generate options that will fix the problem
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b. In most instances, some people usually think they know the right answer and tend to want to quickly build support for their single solution to the conflict rather than broadening the options for a more mutual gain
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5. Implement Options with Integrity
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a. Finalize an agreement that will be a win/win situations
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b. Establish timetables for implementing the solutions
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c. Provide a plan to evaluate their effectiveness
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d. Avoid quick-fix solutions that may not work anymore after a few weeks
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When we encounter conflict situations in our daily lives, we tend to have a variety of emotions that come into play.
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Emotion
1. strong, temporary feeling that is positive or negative 2. felt throughout the day but can be controlled 3. activated by a variety of events that may alter your thought process and behavior by directing attention towards some things and away from others |
Rick will talk about emotions
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