Conflict Resolution HLSC 344 PDF

CONFLICT RESOLUTION HLSC 344: Small Group Process for Health Professional Sonia Moorehead, OTD, MA, OT/L  CLASS OVERVIEW Conflict Management Discussion to include: v Positives and Negatives vPerception & Perspectives vCommun...

CONFLICT RESOLUTION HLSC 344: Small Group Process for Health Professional Sonia Moorehead, OTD, MA, OT/L  CLASS OVERVIEW Conflict Management Discussion to include: v Positives and Negatives vPerception & Perspectives vCommunication vTypes of Conflict vManaging Conflict vGroup Activities vDiscussion of Upcoming Assignments  DIFFICULTY MANAGING CONFLICTS? https://www.bing.com/videos/search?q=Conflict+Scenarios&ru=%2fvideos%2fsearc h%3fq%3dConflict%2bScenarios%26FORM%3dVDMHRS&view=detail&mid=4586 542797C7609308744586542797C760930874&&FORM=VDRVRV Thoughts?  CONFLICT: POSITIVES AND NEGATIVES vOpportunity for change vEmotional pain vCatharsis vPotential for trauma vAddress issues vEscalation vHelp us to have better relationships vVenting v. catharsis vBecome more effective communicators vPotential for polarization vOpportunity for learning and growth v May cause additional intrapersonal conflict HOW DOES PERSPECTIVE INFLUENCE PERCEPTION? (HTTPS://SHORT-FACTS.COM/HOW-DOES-PERSPECTIVE-INFLUENCE-PERCEPTION/) vPerspective is the way in which a person looks at something- point of view. vPeople have varied perspectives. vPerception is the individual’s interpretation of a situation. v Once a person can see a situation from his/her own perspective and the perspective of the other party, they can more easily find a solution.  DIFFERENCES IN PERSPECTIVE (WE OFTEN DON’T KNOW THE WHOLE STORY!) SCENARIO: PERSPECTIVE: vMaria: Walking into the building, carrying vMaria: Meeting a friend to study. It was an awkward and heavy load of books. Maria’s job to get to the library early and source study materials. There was a lot of vAlicia: Walking quickly out the door, bumps traffic and Maria is late. The friend called into Alicia. Stops to look for a brief second, Maria and directed her to meet at a location then continues walking. that requires a walk across campus. vMaria’s perception: Didn’t she see how vAlicia: Has just received the news that her much I was carrying? How rude! godmother unexpectedly and suddenly died. vAlicia’s perception: Wow, she crashed right She is rushing to get to the train to go home. into me. Doesn’t she pay attention?  CONFLICT APPROACHES: MANAGEMENT STRATEGIES WHAT IS YOUR TYPICAL STYLE? Avoiding--Issue and relationship both are insignificant. Accommodating--Relationship is more important than the issue. Forcing--The issue is more important than the relationship. Compromising--Cooperation is important (give a little, get a little). Collaborating--Relationship and issue are both important (takes more time). Write down your typical style to think about as we discuss the next slide.  INTROSPECTION: THINK ABOUT YOUR TYPICAL CONFLICT MANAGEMENT STYLE vHow is this conflict management style working for you? v What are your needs, and are they being met? vAre you satisfied with the outcome of this conflict style? v What would it take for you to change your conflict style? v How would using a new style affect the outcome? COMMUNICATION  STRATEGIES AND TECHNIQUES: UNDERSTANDING THE OTHER PERSON’S PERSPECTIVE vActive listening and encouraging: Eye contact, nodding, face the speaker, focus on what the person is saying. Pay attention to body language. v Listening for feelings: Through observation and listening, identify the feelings of the speaker. vClarifying: Ask open-ended questions to better understand the speaker’s concerns. v Paraphrasing: In your own words, explain what the other person said. v Summarizing: Paraphrasing and include the feelings you are observing.  OPEN ENDED QUESTIONS vHow vWho vWhat vWhere vWhy vWhen vDescribe EMOTION WORDS  PRINCIPLES FOR APPROACHING CONFLICT vTake time to cool off vThink about the person as a person vKnow your aim vTry to understand what the other person is saying vFind something you can agree on vBe specific when you introduce a gripe vAsk for and give feedback on major points vNever assume vForget the past and stay with the present vVerify understanding  HAVING DIFFICULT CONVERSATIONS vStart with a positive statement. “I enjoy our friendship.” vExplain the issue or situation. “I’m hurt that you talk behind my back.” vFinish with a positive statement. “I want to continue our friendship.”  TYPES OF CONFLICT TAKEN FROM: HTTPS://TYPESOFCONFLICT.ORG/TAG/INTRAGROUP-CONFLICT/ Within groups (intragroup). Between groups (intergroup). Within people (intrapersonal). Between people (interpersonal).  INTRAPERSONAL CONFLICT qIntrapersonal conflict occurs within the individual. qConflict may challenge thoughts, values, principles and emotions. qSituation: A family member is having a rough time financially, and asks to borrow $300, and promises to pay you back soon. The family member is unaware that you had just saved $300 to buy a new IPAD. Discuss the above situations with a classmate. Thoughts?  INTERPERSONAL CONFLICT qInterpersonal conflict happens between individuals. qWe are all different and may make choices that don’t align with the choices /opinions of others. Situation: A coworker was frequently taking Jim’s lunch from the break room fridge. Jim had not confronted his coworker about the situation., however he is angry about it, and came up with a plan. Yesterday, Jim slathered a sandwich in extra hot habanero sauce. When the coworker bit into it, he started screaming and running around, and crashed into the door, and has a big bruise on his arm. Discuss with a classmate. Thoughts?  INTRAGROUP CONFLICT qIndividuals within a group do not always agree with one another, which can lead to misunderstandings and disagreements. qSituation: Two friends within your social circle refuse to speak to each other and expect you to go back and forth between them. Discuss with a classmate. Thoughts?  INTERGROUP CONFLICT qIntergroup conflict can occur when there is a disagreement among teams or groups. qSituation: There are two groups involved in planning a conference. They have different opinions about several matters including the date and location. Discuss with a classmate. Thoughts?  MANAGING THE CONFLICT vD: Define the problem. vE: Educate yourself and identify alternatives. vC: Consider consequences and pros and cons of each. vI: Identify your choice. vD: Develop a plan to implement your decision. vE: Evaluate your decision.  CLASS DISCUSSION: WHAT WOULD YOU DO? (HTTPS://TEAMBUILDING.COM/BLOG/CONFLICT-RESOLUTION) How would you respond if: vA classmate was spreading rumors about you. v A group member did not contribute equally to a school project. vA friend you work with always arrived late, and asked you to keep it between the two of you? (impacting your workload every day!).  SUMMARY vPerspective is personal and affects all aspects of conflict and engagement. vBeing aware of your own perspective and trying to see it from the perspective of others increases your resolutions skills. vCommunication takes place verbally and non-verbally. vChoice of words is important. vBody language is important. vCommunication strategies include active listening (paraphrasing, summarizing, etc.), I statements, and open questions. vAwareness of self in the moment is key to effective strategy use. GROUP ACTIVITIES (TO BE DETERMINED)  RESOURCES https://www.strategypeopleculture.com/blog/workplace-conflict-examples/ https://typesofconflict.org/tag/intragroup-conflict/ (https://teambuilding.com/blog/conflict-resolution) (https://short-facts.com/how-does-perspective-influence-perception/)