St.

Anthony’s College
San Jose, Antique
HIGH SCHOOL DEPARTMENT

HANDOUTS IN LEADERSHIP DEVELOPMENT 3

NAME: DATE:
TEACHER: SECTION:

DEALING WITH AND RESOLVING CONFLICTS IN INTERPERSONAL

AND GROUP COMMUNICATION
(CONFLICT RESOLUTION AND LEADERSHIP)

CONFLICT RESOLUTION may be defined as the tools and processes used by a leader to
assess conflict and solve disputes and problems that exist between individuals and books.

 ASSESSMENT OF CONFLICT- good public speakers analyze the audience before

they begin speaking. To understand conflict resolution and be able to implement it
effectively, you must be able to implement it effectively, you must be able to analyze or
assess the conflict in the same way you would analyze an audience before giving a
speech.

 DIMENSIONS OF CONFLICT- may be identified as perception, feeling, and action.

Seeing conflict as a perception, as a feeling, and as an action can help us analyze the
complex nature of a conflict.

 CONFLICT STYLES- the style used not only relates to personality type but also
depends on the particular problem and how much a person is affected by the conflict.

There are 5 styles discussed in this section that represent the ways in which people most
commonly approach conflict.

1. AVOIDER- denies the very existence of a conflict, changes the subject, ducks
discussion, and is noncommittal.
 This style is most effective when the issue is not terribly important, there is no apparent
way to achieve goals, the complexity of the situation prevents resolutions, or there is a
chance of physical violence.
2. ACCOMMODATOR- sacrifices his or her interests and concerns while helping others
to achieve their interests.
 This style is effective in situations in which there is not much chance of achieving one’s
own interests, when the outcome is not important, or when the outcome is not important,
or when one party believes that satisfying his own interest will in some way alter or
damage the relationship.

3. COMPROMISER- tries to get all parties to work together to settle for partial
satisfaction of their interests.

4. COMPETITOR- is characterized by aggressive, self-focused, forcing, verbally

assertive, and uncooperative behavior that is intended to achieve one’s own
interests at the expense of others.

5. COLLABORATOR- is an active listener who focuses on the issues. This person is a

good communicator who tries to meet interests and solve concerns of everyone
involved in a conflict.

RESOLVING CONFLICT

CONFIDENCE BUILDING- involves rebuilding and enhancing mutual trust and confidence
between two conflicting parties.

DIALOGUE FACILITATION- is when two or more people engage in a conversation from

which everyone learns something.

EXPLORING THE RULES OF COMMUNICATION- people need to feel that it is safe and
acceptable to discuss problems at hand.

EXPLORING CONCEPTS OF MEANING- this refers to identifying each person’s frame

reference, or the different perspectives about what a good solution looks like, based on
how that person sees the issue.

EXPLORING DIFFERENCES- involves making sure that everyone involved understands all
sides of the situation.

EXPLORING COMMON GROUND- a conflict almost always share some similar interests or
concerns.