conflict resolution - term 2 Flashcards
what is conflict resolution
the aim is not to remove the conflict but to implement strategies that allow individuals and groups to manage the conflict in a way that benefits all involved (where possible)
what is the three-step process
- negotiation
- agreement
- resolution
what is negotiation
the process of discussion between two or more individuals who seek to find a solution to a common problem
example of negotiation
negotiating with parents on what time to come home after a party
what is an agreement
this is derrived from the process of mediation. Both parties will come up with a number of agreements (goals/outcomes) that they would like to research.
example of an agreement
a child wanting screentime
what is resolution
the process of resolving a dispute by providing for the needs of the disputing parties and adequately addressing their interests so they are satisfied with the outcome
what is a support person
a mum supporting kids emotionally
Support people can provide comfort and guidance to the people who seek support impacting the kids wellbeing positively
what is the aim of a support person
represent and work with individuals/groups who may need support and assistance to ensure their rights are upheld
what are the characteristics of a support person
- active listening
- asking questions to clarify
- provides strategies to resolve issues
- discusses possible consequences and outcomes
who is a mediator
an unbias individual who works with disputing parties to help improve their communication (does not participate in an outcome)
who is an advocate
someone who provides support to a person if they are unable to speak for themselves (provides information and referrals to other agencies)
what are the outcomes of conflict resolution
- a win-win situation
- a loose - loose situation
- A loose situation
- a loose-win situation
what is a win-win situation
when an outcome is reached that satisfies the needs of all parties involved
- collaborative problem-solving approach
- both parties confront the problem
- requires patience and skills in problem solving
what is a loose loose situation
when a resolution is reached that does not satisfy the needs of either party
- disagreement is seen as inevitable so parties try to smooth over the issue
- often used to divide limited resources
- partial satisfaction is achieved (each party archives something)
what is a win-loose situation
the most common outcome and reflects current society values
- a decision often made through socially acceptable mechanisms eg judges, voting and authoritarian leaders
- may involve threats and bribery
- creates an us vs them dynamic
what are the different approaches to conflict resoultion
- assertive
- cooperative
- passive
- aggressive
what does it mean to be asserrive in conflict resplution
Listen to each other’s point of view and then state what you feel
Stand your ground but do not be antagonistic
Maintain eye contact
what does it mean to be cooperative in conflict resolution
Listen to each other’s point of view
Acknowledge each other’s feelings
Agree to work out a solution so that each party is happy and comfortable with the outcome
what does it mean to be passive in conflict resolution?
One or both parties ignore what is occurring
Individuals do not act or react to the situation
Disengagement results
what does it mean to be aggressive in conflict resolution?
Neither party will listen to the other or consider how their behavior impacts on the other
Both fail to recognise the rights or needs of the other
Voices are raised, and each party talks over each other
