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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
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Unit 1: What Creates Conflict?
Content:
What is
Conflict?
Types of
Conflict
Summary
Quiz
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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.
inter-dependency Limited
conflict resources
Personality conflict is the most
common source of Clashes
Example
Personality conflict is the most
common source of Clashes
Example
Peoples style for completing a jobs
can differ leading to conflict
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
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
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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
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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
chance
suggested solutions
Quiz
Brainstorming is done
Content:
Ways to meet
goals
Barriers to the
goals
Summary
Quiz
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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____
Getting to Yes
Understanding conflict
1 2 3 4 5
Nothing some a lot
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
7. Describe the one thing that could improve this training session
Thank You!