Resolving Conflict
A Training Seminar to
Master Effective Communication
Presented by:
Brian Cutting
Brigham Young University
© 2005 Brian M. Cutting
Paul Dishman, Ph.D.
Agenda
Understanding Conflict
Introducing Conflict Resolution Methods
Brainstorm
Nuts & Bolts
Case Study
Conflict Resolution Put to Work
Additional Resources
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Conflict Builds with Unsatisfied Needs
Conflict is the result of:
• Incompatible needs and wants
• Limited consumable resources (time and goods)
• Differences in ideals or opinions
Childhood Examples:
• There is one cookie remaining. Both children want it.
• Johnny wants to play but mom says it is nap time.
• Two children want to push the button on the elevator.
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Conflict Builds with Unsatisfied Needs
Conflict can arise between
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Individuals
Departments (intra-company)
Institutions (between companies)
Nations
Ethnic Groups
Congregations
Neighbors
Rival Schools
Etc…
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Agenda
Understanding Conflict
Introducing Conflict Resolution Methods
Brainstorm
Nuts & Bolts
Case Study
Conflict Resolution Put to Work
Additional Resources
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Methods Offer Alternatives
Independent
Resolution
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Mediation
Intervention
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Prevention
Agenda
Understanding Conflict
Introducing Conflict Resolution Methods
Brainstorm
Nuts & Bolts
Case Study
Conflict Resolution Put to Work
Additional Resources
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Agenda
Understanding Conflict
Introducing Conflict Resolution Methods
Brainstorm
Nuts & Bolts
Case Study
Conflict Resolution Put to Work
Additional Resources
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Effective Negotiation Resolves Conflict
Independent
Resolution
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Mediation
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Effective Negotiation Resolves Conflict
Ineffective
Effective
Positional
Negotiations
Principled
Negotiations
Positional Negotiations result in win-loose settlements
• Feuding parties stand firm to their position
• Individuals become the center of the feud – “You”
• Conflict continues until one side surrenders
Results
• Loser may be demoralized, upset, angry, seek revenge
• Winner may become more stubborn
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Effective Negotiation Resolves Conflict
Ineffective
Effective
Positional
Negotiations
Principled
Negotiations
Principled Negotiations result in win-win agreements
• Focus on the problem, not individuals
• Focus on the interests of parties involved, not positions
• Focus on creative resolutions
• Ensure that the outcome provides mutual gain
Results
• Both sides win because both are enriched and improved
• Working relationships are strengthened
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Intervention Diffuses the Conflict
Intervention
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Intervention Diffuses the Conflict
Conflicts require intervention as a last measure when:
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Individuals are stubborn
Emotions are running too high
The conflict produces negative side-effects
Bodily or material harm becomes a possibility
Intervention should not be used to solve, but to push off.
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Prevention Builds Relationships
Prevention
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Effective Feedback Prevents Conflict
A variety of feedback mechanisms open communication
How it Works
Pros
Cons
Direct
Feedback
Cut to the point. Tell it Problem is very
like it is.
clear.
Potentially hurt
feelings, loss of
face.
Sandwich
Approach
“Sandwich” negative
feedback between
positive feedback.
Cushions the
blow.
Possible to only
hear the positive,
ignore the
negative.
50/50
Method
Alternate positive
with negative
feedback.
Provides a
balanced
perspective.
May sound
insincere.
Hint
Placing empty folders Avoids awkward
on a colleague’s
confrontation
unorganized desk
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Hint might be
missed or not
understood
Effective Feedback Prevents Conflict
Positive reception maintains open communication
1.
2.
3.
4.
5.
6.
7.
8.
Withhold judgment
Invite perspective
Summarize your understanding of the concern
Explore situation & impact
Clarify Understanding. Provide facts and impacts
Define expectations
Confirm the problem has been uncovered
Build the relationship
Rehearse the feedback provided to Tom from Jim
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Effective Feedback Prevents Conflict
How could have Tom reacted differently?
• Ignore the Problem and the Messenger
• Defensively
• Rationalization
By accepting feedback and withholding judgment, Tom:
• Defused the conflict
• Received additional valuable feedback
• Strengthened the relationship
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Agenda
Understanding Conflict
Introducing Conflict Resolution Methods
Brainstorm
Nuts & Bolts
Case Study
Conflict Resolution Put to Work
Additional Resources
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Case Study No. 1
1967 Israeli – Egyptian Conflict
• After Israel captured Sinai, Egypt
demanded immediate withdrawal.
• Israel refused to withdrawal, fearing
a national security crisis
Questions
• What were the underlying issues?
• How was this conflict resolved?
• Which side won the resolution?
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Agenda
Understanding Conflict
Introducing Conflict Resolution Methods
Brainstorm
Nuts & Bolts
Case Study
Conflict Resolution Put to Work
Additional Resources
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Resolving Conflict – Exercise
1. Take a few minutes to think about a personal conflict
you are experiencing now, or within the recent past.
2. Consider your resolution options. What would be the
pros and cons?
3. How would the other party react to the proposed
resolution?
Take a few minutes to jot down some notes.
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Agenda
Understanding Conflict
Introducing Conflict Resolution Methods
Brainstorm
Nuts & Bolts
Case Study
Conflict Resolution Put to Work
Additional Resources
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Additional Resources
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Training Course Storyboard
What is
Conflict?
Independent
Resolution
Mediation
Principles of Negotiation
Principle
Vs.
Positional
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How can
Conflict be
Solved?
Intervention
Prevention
Management
Changes
Creative
Win-Win
Solution
Foster Open
Communication
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Effective
Feedback
Methodology