PPL 20 Unit #3 Conflict Resolution & Anger Management

PPL 20 Unit #3
Discussing Conflict Resolution
Anger Management
• Demonstrate understanding of the varied
dynamics of conflict (eg. Context, escalators,
• Describe different strategies to handle conflict
• Describe the impact of non-verbal (eg. Body
language) and verbal responses
• Benefits of developing anger management
• Techniques for dealing with angry disputants
Video: Argument
C:\Documents and Settings\John Cowan\My Documents\Downloads\Free YouTube Downloader\Argument Clinic.wmv
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
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
denial, attempts to please others at his/her expense,
postpone, chance, humour, reject, non-communication,
change the subject
Response to Conflict
aggression, win at all costs, criticism, manipulation,
bullying, distortion, pressure
Response to Conflict
share, compromise, get help, apologize, discussion,
humour, problem solve, I-messages, active listening
What is conflict resolution?
• Characterized by cooperation,
communication and conciliation [healing]
• 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
• People unable to communicate with one
another become distrustful
• Communication to discuss the dilemna to
negotiate a commitment to cooperate and
facilitates understanding
• 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
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
• 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
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
Count to ten
Deep breathing technique
Reframe the situation
Self talk
Body language
Self worth is intact
• A neutral third party who helps the
participants works things out
• A neutral party listens to both sides then
makes a judgment on the information