PPL 20 Unit #3
Discussing Conflict Resolution
Anger Management
OBJECTIVES
• Demonstrate understanding of the varied
dynamics of conflict (eg. Context, escalators,
perception)
• Describe different strategies to handle conflict
• Describe the impact of non-verbal (eg. Body
language) and verbal responses
• Benefits of developing anger management
strategies
• Techniques for dealing with angry disputants
Video: Argument
C:\Documents and Settings\John Cowan\My Documents\Downloads\Free YouTube Downloader\Argument Clinic.wmv
Conflict
In your own words define the term conflict.
n a fight; a contest; strife, quarrel; emotional disturbance
A perceived incompatibility of actions, is an almost
[unavoidable] part of social relations.
Types of Conflict
• Internal – conflict with oneself
• Inter personal – conflict with another person
• Intra group – conflict in a group
• Inter group – conflict with another group
For each type of conflict give one example for
each.
Causes of Conflict
Elements of conflict are much the same involving
individuals, groups or nations.
Social traps – self serving behaviour when both parties
pursue self-interest and mistrust one another
Misperceptions – see one’s own group as moral and
one’s opposition different which fully justify whatever
one does to retaliate
Response to Conflict
Avoidance
denial, attempts to please others at his/her expense,
postpone, chance, humour, reject, non-communication,
change the subject
Response to Conflict
Confrontation
aggression, win at all costs, criticism, manipulation,
bullying, distortion, pressure
Response to Conflict
Resolution
share, compromise, get help, apologize, discussion,
humour, problem solve, I-messages, active listening
What is conflict resolution?
• Characterized by cooperation,
communication and conciliation [healing]
Cooperation
• Parties that used isolation and competition
strategies to make strangers into enemies
• Cooperative efforts to achieve goals that
override differences break down barriers
between people when presented with a
shared predicament
• Positive attitudes towards one another
Communication
• People unable to communicate with one
another become distrustful
• Communication to discuss the dilemna to
negotiate a commitment to cooperate and
facilitates understanding
Conciliation
• One side announces its intent to reduce
tensions and initiates one or small
appeasing act which opens the door for the
enemy to reciprocate
• Increasing trust and cooperation
• Examples – smile, a small apology maybe
all that is needed for both people to reduce
the tension
Behaviour Which Helps Diffuse
Conflict
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Eye contact
Positive choice of words
Effective listening
I- messages
Calm demeanor
Eye Contact
• Culturally sensitive
• Eye contact connects with the other person
Effective Listening
• Listen to the full message without
interrupting
• Paraphrase
• Look for signs of understanding – nod of
the head, smile
I - Message
• F – Feelings – take ownership of your
feelings by using I – nobody can disagree
that you’re disappointed, mad, happy
• B – Behaviour – the behaviour of the other
person that has made you feel the way you
are feeling
• O – Outcome – from the person’s behaviour
it has impacted on you
Calm Demeanor
• Breathing technique – deep breathing to
help relax the body
• Cool down period prior to communication
• Collect your thoughts
Anger Management Strategies
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Physical activity
Sense of humour
Deep breathing
Planning – pro-active vs reactive
Class Discussion
• Students will identify and discuss the
benefits of anger management.
Handling Angry Disputants
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Ignore
Laugh
Apologize
Count to ten
Deep breathing technique
Reframe the situation
Self talk
Body language
Self worth is intact
Mediator
• A neutral third party who helps the
participants works things out
Adjudicator
• A neutral party listens to both sides then
makes a judgment on the information
presented