Giải quyết xung đột conflict

Conflict ResolutionInterpersonal conflict is unavoidable, but we can learn to manage it.. Conflict: A condition that exists Conflict anytime two or more people disagree... Conflict R

Conflict

And Its Management

Scope and Severity of the

Problem

Injury and violence is one of the 10

leading health indicators identified by the Healthy People 2010 initiative.

In 1995, the cost of injury and violence

in the U.S was estimated at more than

$224 billion per year These costs

include direct medical care and

rehabilitation as well as productivity

Scope and Severity of the

Problem

In 1997, homicide was the third leading

cause of death for children aged 5 to 14 years, an increasing trend in childhood violent deaths.

Many factors that contribute to injuries

also are closely associated with violent and abusive behavior, such as low

income, discrimination, lack of

Conflict Resolution

Interpersonal conflict is unavoidable,

but we can learn to manage it.

Conflict: A condition that exists Conflict

anytime two or more people disagree.

Conflict Resolution

Conflict is a natural phenomenon,

neither inherently good or bad, but

there may be positive or negative

outcomes.

Conflict Resolution

Managing conflict in a dysfunctional

way is a learned behavior and can be changed.

Conflict Resolution

How do/did we learn our own styles of

conflict management?

Role Models?

Family role models

Celebrity role models

Teachers/mentors/coaches

Personal Styles of Dealing with

Conflict Resolution

It’s likely that a person employs more

than one style, depending on the

situation, but usually one style

dominates.

Certain styles may be appropriate for

certain situations.

Conflict Resolution

Managing conflict constructively

depends in large measure on clear,

open, and honest communication

Elements of Communication

Source - Person that begins or initiates

message

Message - Information or the meaning

Channel - Medium through which message

is transmitted

Receiver - Person who is targeted for the

message

Conflict Resolution Skills

Getting the facts

Conflict Resolution

Process

Find a good time and place to talk.

Discuss the problem - Clarify issues

Get all the facts

Use active (aka reflective) listening

Use “I” messages

Focus on the problem, not the person

Avoid communication blockers

Conflict Resolution Process

Generate a variety of options;

brainstorm

Choose a solution that works for

everybody

Try the solution If it doesn’t work, go

back to step three and renegotiate.

Active Listening

Look at the person speaking

Maintain an open mind

Pay attention

Ask questions

Repeat what the speaker says

Listen for the feelings of the speaker

Don’t: Interrupt, change the subject, make

up your mind before the person finishes

“No-Lose Method”

Some Assumptions about the No-Lose

Method:

Your needs are important

My needs are equally important

We will approach this conflict from a

needs standpoint, not a solution

standpoint.