Conflict Resolution

About this Course:

Conflict resolution is a way for two or

more parties to find a peaceful solution
to a disagreement among them. This
course is designed for managers or
employees who want to equip
themselves with knowledge and skills
to deal with conflict in the workplace
and foster a respectful and harmonious
workplace.
 Overview:

In this 30-minute self-study course you will be able to:

Identify the conflict style

Identify the source of conflict

Construct a solutions both disputants can support

Create a solution that both parties agreed on

Clip Art used is either drawn using Microsoft office clipart or creative

commons available for editing

 Unit 1: What Creates Conflict?

Content:
Unit 1: What Causes conflict
Unit2: Get to the root of the
problem
Unit 3: Looking for Solutions
Unit 4: How to meet Goals
Additional resources
Satisfaction Survey
Star
t
 Unit 1: What Creates Conflict?

Content:
What is
Conflict?
Types of
Conflict
Summary
Quiz
Star
t
Conflict exists when a person has a need
of another and that need is not being met
Conflict starts as a small disagreement
and grows into a full scale battle
 Conflict can result due to one or
more factors.

Personality Work style difference

clashes
Leadership
conflict

inter-dependency Limited
conflict resources
Personality conflict is the most
common source of Clashes

Example
Personality conflict is the most
common source of Clashes

a team leader jumps

on someone for
being late because
she perceives the
team member as
being lazy and
inconsiderate. The
team member sees
the team leader as
out to get him.
Example
Peoples style for completing a jobs
can differ leading to conflict

Example
Peoples style for completing a jobs
can differ leading to conflict

Someone may just

want to get the work
done quickly, while
another is more
concerned about
having it done a
particular way

Example
Interdependence conflict

Example
Interdependence conflict

if a member of the
sales team is regularly
late to input monthly
sale figures, then your
accountant will
definitely be late in
submitting reports

Example
Scarce resources are a source of
conflict in the workplace

Example
Scarce resources are a source of
conflict in the workplace

Several employee
requires access to a
certain software that
has only been licensed
and installed on two
work computers

Example
 Leaders have different styles,
Employees who change from one
supervisor to another can become
confused

Step
Step 1
2

Goal Step
Goal
3
Step
4
Example
 Leaders have different styles,
Employees who change from one
supervisor to another can become
confused

Some leader might be

inclusive while others
Step be directive
might
Step 1
2

Goal Step
Goal
3
Step
4
Example
The most common way to deal with
conflict is avoidance
 Summary
Conflict exists when a person has a need
of another and that need is not being met
Conflict can result due to one or more
factor
The common Causes of conflict are
Personality clashes
Work style difference
Limited resources
Leadership conflict
Interdependency
 Unit 2: Get to the Root of the
Problem
Content
Verify conflict
Gather
Acknowledge
Summary
Quiz

Star
t
 If a conflict was brought to your
attention, verify that a conflict exist
Active listening helps you identify
whats needed, wanted and felt.
The use of the word you insinuates
blame

You
Stating the facts will make
identifying feelings easier

Facts



Knowing what we want will make
resolving the conflict easier

?
? A

B
 Different people may see different
9 or
problems
6?

9
 Summary
Verify that a conflict exists
Use active listening to gather
information
Be assertive
State all facts
Acknowledge the source of conflict
 Quiz
Which of the following is an
appropriate way of addressing a
person involved in a conflict

A. You Said that Jason was not willing to share the

computer
B. I would like to understand the situation better,
can you please elaborate.
C. Jason need to use the computer, you can wait.
Unit 3: Looking for Solutions
Content
Brain storm
Set a Common
Goal
Summary
Quiz

Star
t
 If one idea is rejected too quickly,
other ideas may be similarly rejected
without appropriate consideration.

Ideas Ideas
Ideas
ions

Ideas
solut le
b
Possi

sol ible
ns
sol ible
ns

utio
s
utio

Pos
s
Pos

Solution
Bucket
Finding a solution becomes easy when
all parties are aware of the others
needs
 Summary
Discuss possible solutions with each

party

Dont be judgmental and give all

solution suggested solutions a

chance

Generate a common goal from the

suggested solutions
 Quiz
Brainstorming is done

A. By the mediator alone

B. By the mediator and the Party who
has a stronger argument
C. By all Parties
 Unit 4: What Creates Conflict?

Content:
Ways to meet
goals
Barriers to the
goals
Summary
Quiz
Star
t
 Generating a solution should be
based on common goals, that
doesnt mean ignoring other needs
When a common goal cant be achieved,
some compromises have to be made.
 Summary
Communications is a key element, make
sure you communicate the reasons why
some needs aren't being met
Compromise is a possibility. Not all needs
can be met
 Quiz
Conflict is constructive when____

A. It helps build new insights and establishes new

patterns in a relationship
B. There is a clear winner and a clear loser
C. It prevents all new conflicts
 Additional Resources

The conflict resolution course is based on

5 steps to successful resolution

Furtehr recommended readings

Getting to Yes

Understanding conflict

8 Steps to resolving conflict

 Satisfaction survey
1. Describe this training session in one word

This training session was

2. Rate this training session overall

1 2 3 4 5
useless interesting helpful

3. Rate your knowledge of anxiety management prior to this training session

1 2 3 4 5
Nothing some a lot

4. Rate your knowledge of Conflict resolution after this training session

1 2 3 4 5
nothing some a lot
5. Rate your likelihood of applying the skills taught in this training app to Resolve
conflict in your workplace
1 2 3 4 5
Not likely Not sure Very likely

6. Describe the best part of this training session

7. Describe the one thing that could improve this training session
Thank You!