CONFLICT RESOLUTION
D E L T A S I G M A T H E T A S O R O R I T Y, I N C.
Agenda
•
•
•
•
•
•
•
•
•
•
•
•
Introductions
Meditation
Purpose/Objectives
Defining Conflict/Conflict Resolution
Sources of Conflict
– Learning Activity 1
Perceptions of Conflict
– Learning Activity 2
Methods of Resolving Conflict
– Learning Activity 3
Skills Needed for Resolving Conflict
Steps in Conflict Resolution
When Conflict Cannot be Resolved
Conflict Resolution Action Plan
Wrap-up/Evaluation
__________________________
Conflict Resolution
2
Goal
• To help participants identify and gain a
better understanding of conflict and to
provide techniques for improving conflict
resolution and communication
__________________________
Conflict Resolution
3
Objectives
• Increase understanding of conflict in individual
environments
• Increase ability to identify sources and developmental
processes of conflict
• Examine conflict resolution methods
• Examine steps in conflict resolution
• Identify possible responses to conflict
• Identify skills needed to approach conflict constructively
• Resolve sample conflict and build a climate of internal
cooperation within the organization
• Develop a conflict resolution action plan
__________________________
Conflict Resolution
4
What is conflict?
• A process which involves opposing
forces and differing objectives
• A struggle between people with
opposing needs, values, goals, ideas,
and beliefs
__________________________
Conflict Resolution
5
Experiencing Conflict
What kinds of conflicts have you experienced in your
groups?
• Unmotivated
members
• Unreliable members
• Unable to set goals
• Unable to follow
through on goals
__________________________
Conflict Resolution
• Monopolizers
• Over-functioning
members
• Power hungry
members
• Argumentative
members
6
What Signals Conflict?
• What behaviors, emotions, comments do
you witness in yourself and others?
• How do you respond to the behaviors,
emotions, comments from yourself and
others?
• What feels right, helpful?
• What feels unhelpful, destructive,
inappropriate?
__________________________
Conflict Resolution
7
Sources of Conflict
•
•
•
•
•
•
•
Role incompatibility
Stressful working conditions
Power structure within the organization
Unresolved prior conflicts
Differences in values, goals structures, etc.
Faulty communication – misinterpretation, etc.
Relational – loyalty, lack of respect, betrayal
__________________________
Conflict Resolution
8
Activity 1
Sources of Conflict – Page 8, 9
Discuss the sources of conflict with a partner
to determine what are perceived as the most
common causes of conflict in your groups.
Who was involved?
Perceptions of conflict
• Conflict is often thought of as a negative
process.
• Conflict can be both constructive and
destructive.
– It is constructive when it is resolved and leads
to positive, productive results.
– It is destructive when it escalates and leads to
nonproductive results.
__________________________
Conflict Resolution
10
Activity 2
Perceptions of Conflict
Participant’s Manual Page 10
Answer the questions on page 10 by circling
the statements closest to your feelings and
beliefs. There are no right or wrong answers.
Basic Methods for Resolving Conflict
Chart – Page 11, Participant’s Manual
•
•
•
•
•
Competing
Avoiding
Compromising
Collaborating
Accommodating
Thomas-Killman Conflict Mode Instrument
__________________________
Conflict Resolution
12
Competing
• Striving against another or others to attain
a goal. The goal is to win
– “My way or the highway!”
– Quick action
– Protection
– Unpopular decisions
– High assertiveness and low cooperativeness
• Competing can be effective or ineffective
__________________________
Conflict Resolution
13
Avoiding
• Staying clear of, shunning. The goal is to
delay.
– “I’ll think about it tomorrow!”
– Issues of low importance
– Buying time
– Reducing tensions
– Low assertiveness and low cooperativeness
• Avoiding places little value on your needs
and the needs of others.
__________________________
Conflict Resolution
14
Compromising
• Binding by mutual agreement. The goal is
to find a middle ground.
– “Let’s make a deal!”
– Equal power – strong commitment
– Temporary solutions
– Moderate importance
– Moderate assertiveness and Moderate
cooperativeness
• Compromising is a decision free, middle of
the road approach.
__________________________
Conflict Resolution
15
Collaborating
• To work jointly with others especially in an
intellectual endeavor. The goal is to find a
win-win solution.
– “Two heads are better than one!”
– Integrating solutions
– Merging perspectives
– Gaining commitment
– Improving relationships
• Collaborating is working to find a solution
that fully satisfies the concerns of both.
__________________________
Conflict Resolution
16
Accommodating
• To bring into agreement or one accord; to
reconcile. The goal is to yield.
– “It would be my pleasure!”
– Showing reasonableness
– Creating good will
– Keeping the peace
– High on cooperativeness and low on assertiveness
• Accommodating is forgoing your desires for
the desires of others
__________________________
Conflict Resolution
17
Activity 3
Resolving Conflict
Participant’s Manual Page 12
Cite conflicts you have experienced. Would
these methods be helpful to you?
What is your style?
• Describe how you would feel.
• Describe your first instinctive action.
• Describe what you would do after you
give the circumstance serious thought.
• Identify whether you were competing,
avoiding, compromising, collaborating or
accommodating.
__________________________
Conflict Resolution
19
Situation 1
• Soror Kindly arrives at chapter meeting
with no means of Delta identification. No
one in the chapter knew her. Because you
are sergeant-at-arms, you refuse to admit
her. She becomes irate, threatening and
boisterous. Her language usage patterns
become offensive. It is your job to maintain
order so that the meeting is not
interrupted.
__________________________
Conflict Resolution
20
Situation 2
• As chapter president, you received a call this
morning from a soror who wanted her best friend
to become a Delta. Because she has been a
soror for several years, she was very distressed
that her letter was not strong enough to garner the
votes needed to admit her to the membership
intake process. She has accused you of partiality
and is threatening to stop the entire process by
any means necessary. You believe that you can
talk to her.
__________________________
Conflict Resolution
21
Situation 3
• May Week is approaching. The chapter has elaborate
plans on which the membership voted. As the time draws
near, sorors have not completed their preparatory
assignments and interest takes a downward turn as final
exams approach. The president has exams as well, but has
invited speakers and ordered food for the planned activities.
She tries to engage the vice president in planning strategies
to get sorors motivated. The vice president is less than
cooperative and suggests that these activities are solely the
ideas of the president. They have argued the issue with
selected chapter members, in chapter meetings and with
each other whenever they meet.
__________________________
Conflict Resolution
22
Skills needed to resolve conflict
• Resolving conflict in a constructive
manner requires the skills of
– Assertive Communication
– Negotiation
– Mediation
__________________________
Conflict Resolution
23
Assertive Communication
The ability to honestly express your
opinions, feelings, attitudes, and rights,
without undue anxiety, in a way that doesn't
infringe on the rights of others.
__________________________
Conflict Resolution
24
Negotiation
A discussion between two or more individuals who
are trying to work out a mutually satisfactory
solution to their problem. Negotiations typically
take place because the parties wish to resolve a
problem or dispute between them. When parties
negotiate, they usually expect give and take. Winwin negotiation is the best approach. It stresses
common interests and goals.
__________________________
Conflict Resolution
25
Mediation
A process in which a neutral third-party
assists in resolving a dispute between two or
more other parties. It is a non-adversarial
approach to conflict resolution.
__________________________
Conflict Resolution
26
Understanding Yourself in Conflict Situations
•
•
•
•
•
What are my strengths?
What are my limitations?
How well do I listen?
What are my prejudices and biases?
What kind of climate do I create during
discussions?
• How do I define fair?
• What are my needs during conflict resolution?
__________________________
Conflict Resolution
27
Steps in Conflict Resolution
• Step 1 - Create a Receptive Atmosphere
– Location
– Timing
– Preparation
– Opening statements
__________________________
Conflict Resolution
28
Steps in Conflict Resolution
• Step 2 – Define the Problem
(Disagreement)
–
–
–
–
–
–
Maintain rapport at all times.
Listen carefully.
Avoid stereotyping.
Recognize the other's needs and values.
Empathize - ask why they feel the way they do.
Clear up misconceptions you may have of them.
__________________________
Conflict Resolution
29
Steps in Conflict Resolution
• Step 3 – Discuss Each Party’s
Contribution to the Problem
– Discuss personal behavior.
– Identify personal failings.
__________________________
Conflict Resolution
30
Steps in Conflict Resolution
• Step 4 – Generate Options for Solutions
(Brainstorm)
–
–
–
–
Be open to all ideas and suggestions.
Treat all options with respect.
Look for common options.
Identify options that are acceptable to all
involved.
– Avoid past experiences that interfere with current
decisions.
__________________________
Conflict Resolution
31
Steps in Conflict Resolution
• Step 5 – Develop Solutions That Have
Best Chance for Success
– Solutions that promote fair advantages on any
sides
– Solutions based on shared input and information
from all parties
– Solutions that are trust builders – develop
confidence in working together
– Solutions that meet shared needs
__________________________
Conflict Resolution
32
Steps in Conflict Resolution
• Step 6 – Develop an Implementation
Plan
– Decide who does what and when.
– Set a timeline. Be specific about the
tasks.
– Emphasize basic actions/behaviors that
cannot be altered or compromised.
__________________________
Conflict Resolution
33
Steps in Conflict Resolution
• Step 7 - Develop a process for
evaluating effectiveness
– Incorporate this process into the implementation
plan.
– Decide when and how progress will be measured.
• Step 8 - Schedule Meeting to Discuss
Progress
__________________________
Conflict Resolution
34
When Conflict Cannot be Resolved
• What is the Sorority’s position?
• You can “let go” of the conflict when
– Every effort for resolution has been
made.
– Relationships have improved.
– Decision is made to let go.
__________________________
Conflict Resolution
35
It’s All About Communication
REMEMBER
Humans are fragile. Handle with care.
You and your Sorors are human, too.
__________________________
Conflict Resolution
36
Conflict Resolution Action Plan
• Describe the conflict and the
source of the conflict.
• What can you do?
• How will you do it?
• Who needs to be involved?
• When will you resolve it?
__________________________
Conflict Resolution
37
Evaluation
Please complete the evaluation and
submit it to the trainer.
__________________________
Conflict Resolution
38
Thank you for attending
The National Leadership Academy
Delta Sigma Theta Sorority, Inc.
The Leadership Academy
2006-2008
Ann Davis Jones, Ph.D., Chair
Jeri Rochelle Durham, Co-Chair
Jametria Aldridge
Margaret W. Bentley
Deloris Johnson Drakes
Kendra Johnson
Patricia A. Lee
Dr. Sandra F. Mack
Octavia Matthews
Sherina E. Maye
Dr. Mabel Lake Murray
Rose A Lee Roche
Dr. Norma Sermon-Boyd
Glennell Strum Smoot
Dr. Barbara Woods
Dr. Synovia Youngblood
Stephanie Flowers, LAC Liaison