Conflict Resolution The Four Steps to Resolving a Conflict

Transcription

1 Conflict Resolution The Four Steps to Resolving a Conflict Conflict means a serious argument or disagreement. Conflict is a natural part of all relationships. It can occur in the workplace, at school, at home, with close friends or strangers. No two people are going to agree on everything nor will everyone always be friendly. Since all of us will have to contend with conflict in our lives, it is important to learn the social skills to properly deal with it. How you react to conflict will determine if it intensifies or if it will be resolved. If conflict is not properly handled, it can damage relationships, escalate (worsen) the conflict, and cause stress. But when conflict is successfully handled, it can be a learning opportunity, improve social skills, assist with your personal growth, and improve relationships. People that learn to deal with conflicts in a healthy manner are more likely to be successful in their personal lives and in the workplace. There are four proven steps that can be taken to effectively resolve most conflicts. The process of effectively dealing with a conflict is commonly referred to as conflict resolution. Answer each question with a complete sentence on a separate piece of paper. 1. What is conflict a natural part of? 2. How you react to conflict will determine what? 3. If conflict is not handled properly, what three things can occur? 4. What are four benefits you may receive when successfully dealing with a conflict? 5. People that learn to deal with conflicts in a healthy manner are more likely to be successful where? 6. What does conflict resolution mean?

2 Step One: Stop and Think As soon as you notice you are involved in a verbal conflict, try to stop and think. What you say and how you react can determine if things will become worse and lead to an escalation of the conflict. This is not always easy to do because of your angry, having your feelings hurt, or other emotions. You don t want to become reactionary and impulsive (acting on emotion without thinking). Little kids tend to do this often and it never ends well. You will need to be strong, mature, and act like a leader. Remember the other person s words may be driven more by emotions than rational thought, and they may even be looking for an angry response from you. Don t fall for it. It is a trap. No one will win an ugly, nasty verbal confrontation. Step Two: Redirect When an argument occurs, clearly there is problem or a misunderstanding. Nothing can be resolved until everyone understands what the conflict is about. For this to occur, the arguing needs to stop and a productive discussion needs to begin. You will need to be the leader and direct the argument into a fruitful discussion or negotiate a pause or break in the conflict. It may take several attempts and carefully chosen words to redirect a person. Start off by informing the person in a polite manner that you understand that he or she is upset. Suggest to them it might be best for both of you to sit down and see if you can respectfully figure things out together. If the person declines, it may be best to politely walk away and try again after everyone is a little calmer. There is no prefect wording to redirecting an upset person, but is helpful to show you truly want to listen and are willing to work on repairing the issue. 7. As soon as you notice you are in a verbal conflict, what should you do? 8. Why is it not always easy to stop and think when in a conflict? 9. What will you need to be so that you are not reactionary or impulsive during an argument? 10. Who will win a verbal conflict? 11. A conflict can t be resolved until what occurs? 12. To end the arguing or conflict, you will need to be a leader and do what? 13. How can you start off when redirecting a conflict? 14. If a person declines to have a productive discussion to end a conflict, what should you do? 15. Though there is no perfect wording to ending a conflict, what is it help to show?

3 Step 3: Investigate The next step is to find out what is really causing the conflict. To find the root cause of the problem, both sides will need to express their concerns as well as be willing to listen. Each person should have the opportunity to respectfully explain their point of view, how they feel, and what is bothering them. Each person should be able to express these without the other person interrupting. Each person will need to listen carefully and try to place themselves in the other person s shoes. Take the lead by showing the other person you are a good listener and by keeping your angry and emotions in check. Moreover, keep the discussion focused on the real problem and not let it become sidetrack on old unrelated issues or personal attacks. 16. To find the root cause of the conflict, what will both sides need to do? 17. What should each side have an opportunity explain? 18. Each person should be able to explain what is bothering them without what? 19. How can you take the lead and help getting to the root cause of the conflict? 20. What should you not become focused on when discussion the root cause of the conflict? Step 4: Find a Solution Once you have listened to each other and identified the problem, then you will need to find a solution. Work together to think of ways in which you can resolve the conflict. Continue to be a leader and ask the other person how they think both of you could resolve the problem. Share your suggestions as well. Be positive and encouraging; it will be infectious and move the meeting in the right direction. At the end when all ideas have been

4 presented, be willing to make some compromises because that is how good agreements are made. When both of you have come to an understanding and an agreement, shake the person s hand and show them you are thankful and happy that the conflict was solved. This will show maturity and leadership. CONCLUSION: Resolving any conflict or argument requires the right social skills. At least one of the persons will need to be mature and need to understand what steps are needed to resolve a conflict. Also, it will be important to remember nothing is gained with ongoing conflict, only more problems will emerge and the conflict will escalate. Therefore, stay focused on the benefits of solving a conflict, doing so will empower you, make you a better person, build good character, and lead to a successful experience. The only way success will be achieved is if you step up and have the courage to be a leader. And if you are not able to resolve a conflict, which sometime does occur, don t be afraid to ask for help. 21. After both of you have identified the problem, what would be the next step? 22. Why will it be helpful for you to be positive and encouraging? 23. In order to come to a good agreement, what will it be important to do? 24. After both of you have come to agreement, what would be the right thing for you to do? 25. Solving a conflict requires what? 26. What should you do if you ae unable to resolve a conflict?

5 1.Conflict can occur a. at home b. at school c. at work d. all of the above 2.If conflict is not properly handled, it can a. damage relationships. b. worsen the conflict. c. cause stress. d. All of the above. Assessment Conflict Resolution The Four Steps to Resolving a Conflict 3.The benefits of successfully dealing with a conflict may be a. a learning opportunity and assist with your personal growth. b. nothing will be gained. c. show who is the winner of the conflict. d. All of the above. 4. As soon as you notice you are involved in a verbal conflict, you should try to a. get your point across quickly. b. stop and think. c. walk away d. none of the above Name Per. Date: 5. During a conflict, the other person may be driven by emotion and looking for a response. Therefore, a. be aggressive and say what is on your mind. b. don t fall for the trap and become angry too. c. ask for forgiveness. d. none of the above. 6. In a conflict, nothing can be solved until a. someone is louder than the other. b. one person wins. c. everyone understands what the conflict is truly about. d. all of the above. 7. During a conflict you will need to be a. the leader. b. direct the argument into a fruitful discussion. c. if necessary negotiate a pause or break in the conflict. d. All of the Above. 8.To find the root cause of the problem in a conflict, both sides will need to a. continue to argue. b. not talk to each other. c. be able to express their viewpoints as well as be willing to listen. d. none of the above.

6 9. Once you have listened to each other and identified the problem, then you will need a. to find a solution together. b. never talk to the person again. c. come up with a solution yourself. d. none of the above. 10. In coming up with a solution, you will need to be willing to a. lose the argument. b. make compromises. c. only have your ideas accepted. d. none of the above. Conflict resolution Escalation Redirect Conflict Resolved Impulsive 11. a serious disagreement or argument. 12. worsen. 13. acting on emotion without thinking. 14. the process of effectively dealing with a conflict. 15. to settle or solve. 16. to move an argument into a positive discussion.

7 True or False 17. Conflict is a natural part of relationships. 18. How you react to a conflict will determine if it intensifies or if it will be resolved. 19. There are the prefect words that one can use to redirect an upset person, which always work. 20. When investigating the root of a conflict, each person will need to listen carefully and try to place themselves in the other person s shoes. 21. When an agreement is reached, it is not important to show leadership and shake the person s hand. 22. Nothing is gained with ongoing conflict, only more problems will emerge and conflict will escalate. 23. You will be able to resolve all conflicts yourself.

8 The Four Steps to Resolving a Conflict Name Per. Date: D X Q S E N T R T E X O C Z H J X F C O Q I O C E V H C E W S E C V X Z W K I I A D H D F V E U M J W G Z L W X T V I H Z P V K I M M N F B M H X A V R V Q F E C M N N E M W W B O L R E M Y V R D O A X H E P L I H A V C J I Y C N O I T U L O S E R C H T S H U N N B H S E O O B C M S C L O K J G T W A N V F H Y E U E U H Z W I T N Y J J C I G V K K P E W D T T O Y Z J W R B M O Y M T G D W E L I D Y P P F H K A I U M I E T N N S A G Y V W K T B L A Z K R E S O L V E D P H J R CONFLICT ESCALATION IMPULSIVE REDIRECT RESOLUTION RESOLVED

9 The Four Steps to Resolving a Conflict Name Per. Date: Across Down

10 Answer Key Assessment Conflict Resolution The Four Steps to Resolving a Conflict 1. D 2. D 3.A 4. B 5. B 6. C 7. D 8. C 9. A 10. B 11. conflict 12. escalation 13. impulsive 14. Conflict resolution 15. Resolve 16. redirect 17. T 18. T 19. F 20. T 21. F 22. T 23. F