MANAGING CONFLICT 0 MANAGING CONFLICT 1 2 Ways

MANAGING CONFLICT 0

MANAGING CONFLICT 1

2

Ways to Manage Conflict 3

Conflict Management Exercise 4

Be Aware of Yourself 5

Be Aware of Others 6

Set the Scene for Cooperative Resolutions 7

The Most Important Question: What Do You Want? 8

The Most Important Follow-Up Questions: 1. 2. 3. 9 What are you willing to do to get what you want? Is what you are doing working? Do you want to figure out another way?

Effective Communication in Conflict Situations 1. 2. 3. 4. 10 Stay Objective Manage Tone of Voice Monitor Body Language Create Positive Present

Negotiating Limits and Rules 11

Scenario 1 12

Four Questions of Conflict Resolution 1. As a leader, what do you want? 2. What does your group want? 3. Where is there common ground for agreement? 4. What are the factors that may prove nonnegotiable? 13

Scenario 2 14

Cooperative Approach 15

Directive Approach 16

Leader Contract With A Group My Job Is • To do all I can to ensure your safety. • To help you get the most out of this experience. • To be honest with you and treat you with respect 17 Your Job Is • To tell me when you don’t feel safe. • To help me ensure your safety. • To be honest with me and treat me with respect.

Ultimate Goals of Conflict Resolution • to build on common ground • to listen • to find solutions 18

Ticket Begin to Work Your Ticket After: October 6, 2014 Finish Your Ticket Not Later Than: April 6, 2016 19