R

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S O
O N
L F
V L
I Reporter
I Huab, Myca Jane D.
N C Escalada, Ram Angele J.
Lobusta, Judy-an
G T De Leon, Aprilrose R.
Objective:
• Take responsibility for finding a solution to
the conflict within the scope of individual
responsibility.
• Encourage all points of view and accept
them and treat them with respect.
• Use effective communication skills to
assist in the management of the conflict;
and
• Use accepted conflict resolution techniques
to manage the conflict situation and
develop solutions.
 Contructive Responses
 If we respond contructively to conflict situations in the
early stages we can often resolve conflict. The grounding
for all of the skills that you can draw on to resolve conflict
is your attitude.
 Coflict Resolution

Examples of Constructive Behaviors are:

• Looking for mutual goals, showing empathy, showing
mutual respect.
• Keeping calm
• Opening the verbal communication such as “How can we
resolve this?”
The following may assist with
conflict resoluction:

 QUESTIONING - by asking open questions one can

fully explore the issue and its understand.

 LISTENING - by listening actively and paraphrasing

you can demonstrate that you can understand.

 FINDING MUTUAL GOALS - by identifying areas

of agreement youc may find mutual goals.
 REACHING AGREEMENT - once you have
agreed goals you may be able to agree on
actions to be taken by one or more parties.

 CONFIRMATION AND ONGOING

SUPPORT - the issues and the agreed ations
should be summarized and ongoing support
provided.
SELF - TALK
• Self-talk is the
chatter that goes
on constantly in
our minds.It is
what you tell
yourself about
what is
happening
around you.
 To change your self-talk, you
must first identify unhelpful
and unrealistic self-talk. This is
usually easiest to do by:

• Thinking of times when you feel

strong, negative, unhelpful emotions.
• Identifying what situations happened
just before the emotions, and then.
• Working out what you’re self-talk is
about that emotion
• Non-verbal Communication -
communication that shows that
you are really listening to
someone.
• Reflecting - when you are use
reflective listening, you
paraphrase what the person has
just said to you.
• Clarifies Meaning- Stops
misunderstanding from
occurring or growing.
• Helps the Speaker - Helps the
speaker think about the real
issues and feelings.

• Helps the Listener - The listener

to understand things from the
speaker point of view.

• Helps the Conversation to Keep

Moving Forward - This can be
particularly useful if the speaker
just keeps going over old
ground.
 GUIDELINES FOR
REFLECTING
• Be Non-Judgemental - you’re not agreeing or disagreeing,
just telling them what you have understood.

• Be Concise - remember they are the ones doing the talking,

you are just showing that you are listening.

• Try to be Accurate - although if you have misunderstood they

will usually feel confortable correcting you.

• Reflect on the Exact Word - sum up and use your own words
(you don’t want to sound as though you’re parroting them).

• Be Tentative If Relevan - so that they will feel all right about

correcting you.
• Useful Phrases - Will hopefully
develop your own, natural surrounding
style, sometimes it is difficult to get
started.
Practice reflecting with a partner and
try to use different phrases, or just read
the list of times until you get a good for
reflecting statements.
Example of Phrases:
In your exprerience...
You mean...
What your saying is...
You believe...
In other words...
You’re saying...
• Confronting - When somebody is
doing something that infringes on your
rights it is important to be able to
confront them about it in assertive
way.
THREE-PART ASSERTIVE
MESSAGE

• Behavior Description - Be specific in

describing the behavior don’t
generalize or interpret it.
Example: “When you...”
(When you don’t do the washing up as
we agreed.)
• Feeling - Own your feeling (“not you
make me feel”).
Describe a feeling not a thought (“not
I feel taht you shouldn’t do that.”)
Example: “I feel...”
I feel annoyed

• Effect - Try to describe something

concrete, a cost to you in time or
money.
Example: “because...”
because it makes more work for me.
 THE PROCESS
1. Preparation and Timing
- Plan what you will say
- Practice It
- Think about how the other person may respond
2. Say your Prepared Sentence - when the time comes for
your discussion, dont beat around the bush or make small talk,
just say your prepared sentence.
3. Be Quiet and Listen - Listen carefully, focusing on reflecting
to show that you understand.
4. Go Back to Your Prepared Sentence and Listen - Repeat
your prepared sentence. Change wording a little, but keep the
essence of your message the same.
5. Focus on the Solution - Reflect back to be sure it is clear
and you both understand it the same way. then say thanks.
• Confronting Role-play Script - the script
may sound a little corny, but it will give you
the idea of how confronting sounds in
practice.
• Collaborative Problem Solving - It focuses
on solving the problem rather than attacking
the person. it means being open to creative
solutions. trying to win the argument or
convince the person to accept your view.
 Define the problemm in items of needs - the time in
conflicts we focus on what we want the solution to be. In
collaborative problem solving.
 Generate Options - Work together to find as many solutions
as possible. look for solutions that satisfy the needs of all
parties,
- Brain storming generate many ideas without evaluating
them.
- What if’s try to come up with a few different suggestions,
gradually narrowing it down to something that suits all concerned
 Select the Solutions - When you have many solutions to
choose from, it is usally a waste of time to go through and
evaluate each of them. first ask the other person which
solutions they favor.
 Plan the Solution and Carry it Out - Planning will stop it
from being all talk. it can sometimes be useful to also plan to
check up wether it’s working out all right. just to check if it’s
working out okay
• Dealing with anger or other high
emotions

• You need to deal with any strong emotion before

you can actually get down to resolve a conflict.
Don’t try to solve problems until emotions re
diffused.

• Use reflective listening to understand people and to

make them feel understood. if they are being
unreasonable, they will usually show that too.

• Don’t give your opinion until you feel like you really
understand them. (And they feel that you do)

• If they are standing up, try to get them to sit down

its hard to stay as angry when you’re sitting down.
• Sit beside them rather than across from them.Do’t
have anything (e.g. a table) dividing you
• Sit beside them rather than across from them.
Don’t have anything (e.g. a table) dividing you.

• Don’t get drawn into an arrangement.

• If they get derogatory or hateful to you, you can

tell them to come back later when they have
calmed down.

• Sometimes when it appears that there is a

problem just listening reflectively may show that
you really agree.
• Points to Remember when
resolving conflict

• Don’t worry about assigning blame. it waste of

time, it only creates bad feelings, and sets you up
for competition rather than collaboration.

• If possible take the time to plan the process- think

through needs and rights of both parties , work out
what you’ll say, think about what response you
might get etc.

• Remember that conflicts can be destructive or

constructive. Have a positive attitude of working
out how to solve a problrm together and you’re
halfway there.
• Deal with strong emotions usually with reflective
listening or with time before you try to solve problems

• If you don’t have the time to discuss a situation

properly, or there are strong emotions, set a time to
talk about it later. This also gives you can a chance to
plan.

• Don’t put off resolving a conflict. it easier to deal with

at an early stage. The longer it is around the more
destructive it may be.

• Being assertive doesn’t mean you should always be

assertive. it means you have a choice. Sometimes it
may not be worth it.
FINAL WORDS ON DEALING WITH THE
CONFLICT AT WORK
1. To be the successful in resolving conflict you must be
prepared to open the discussion and prepare an effective
opening statement.
2. Then you must be assertive and communiicate clearly
without appearing to be threatening.
3. You must have the ability to hear the other persons or
peoples pint of views.
4. You must have ability to be able to communicate, that is
to have an option discussion of how the conflict is:
• Affecting you as individual
• Affecting the work team as individual and as a group
• Affecting productivity and/or attendance workplace
atmosphere, etc
To do this effectively you must follow the four steps previously
introduced and also:
• Keep all weapons out of reach. This means weapons such as
pulling rank, treats point scoring and/or hiding behind the
establishments policies and rules.
• Keep early discussion informal. You can get tougher if you
need to at later stage, if conflict continues.
• You need to search for common ground, that is something
you both/all want.
• If necessary a mediator may be required. This is particularly
important if you feel that as a team leader you cannot
remains distant from the arguement.
• Remains flexible and develop creativity in forming solutions.
• LISTEN and RESPECT all points of view.
 An effective and conflict team leader
will see the dispute/conflict as a
problem to be solved, not a battle to be
won.
Conflict resolution will become easier
with the time and experience.
 Thank You
for Listening...