Conflict Resolution

Question 1

Perception

Answer 1

• The root of conflict
• Two individuals may perceive the
  same event differently
• Our perceptions reflect our values,
  previous experience, culture and expectations
• The first step towards resolution is acknowledging
  that there may be other perceptions
  of actions/events than our own!

Question 2

Components of Conflict

Answer 2

1. Content The “problem” that needs solving

Question 3

Components of Conflict
continued

Answer 3

2. Process

How we talk to and treat each other

• People need to feel heard
• If feel attacked, blamed, or
  interrupted conflict will
  increase in intensity

Question 4

Components of
Conflict continued

Answer 4

3. Emotion How we feel

Triggers of emotion:
* The issue
* History between the individuals
* How the person has been treated
* Unrelated incidents

Question 5

All three components of conflict must be addressed to fully resolve conflict

Question 6

Approaches to Conflict

Answer 6

1. win/loose approch
2. Win/Win Approach

Question 7

Win/Lose Approach

Answer 7

You must win, regardless of the impact on the relationship

Characteristics:

• The other person is your
  adversary
• Your goal is victory
• Only your point of view is
  valid
• You focus on the immediate rather than the long-term

Question 8

Win/Lose Approach
Tactics used:

Answer 8

• Personal attack, blame
• Threats/intimidation
• Concealing
  information/manipulation
• Demands for concessions

Question 9

2. Win/Win Approach

Answer 9

You work with the other person to
create a solution to best meet
both sets of needs

both are in the same team

Characteristics:
* Both are problem-solvers
* The goal is an outcome that will work for you and your partner, reached efficiently and amicably

Question 10

Win/Win Approach Techniques used:

Answer 10

• Examine what’s really
  important to both
  parties
• Listen to understand
  before speaking to be
  understood
• Respect/value the
  other person

Question 11

Move from Position to Interests

Answer 11

Position - a strongly held belief, opinion or attitude as to “how it is” or “how it should be”. An expectation that there is only one way, one right outcome, one correct solution. A belief that truth is absolute and that you are the holder of that truth.

Interests - the underlying reason why people have their position (needs, wants, concerns, fear).

rather then talking about positions (serface level) need to dig deeper into interests)

Question 12

Moving from Position to Interests

Answer 12

Requires moving past surface level
discussions to deeper issues that
may require vulnerability.

Rather than discussing ‘the mess’ –> discuss feeling lack of respect/not feeling valued

-Rather than discussing excessive time spent with others –> discuss fear of abandonment/the relationship ending

In doing so, the conversation will take on a different tone and
direction.

Question 13

Review

Answer 13

1. Focus on positions
* Win/lose(competing)

2. Compromise
* We focus on what we lost/gave up(comprimise)

3. Focus on interests that underlie positions and come up with solutions to satisfy both people
* Win/win (collaborating)