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Managing Conflict

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Managing Conflict
Based on the book,
Managing Conflict, by
Ursula Markham
Why Conflict Arises
Type “A” Personality
Vs.
Type “B Personality
Type ”A” Personality
пЃєHighly Competitive
пЃєStrong Personality
пЃєRestless when
inactive
пЃєSeeks Promotion
Punctual
пЃєThrives on deadlines
пЃєMaybe jobs at once
Type “B” Personality
пЃєWorks methodically
пЃєRarely competitive
пЃєEnjoys leisure time
пЃєDoes not anger easily
пЃєDoes job well but
doesn’t need
recognition
пЃєEasy-going
Aggressive People
пЃєBody language
пЃ№Stiff and straight
пЃ№ Points, bangs tables to emphasize
points
пЃ№Folds arms across body
пЃєVerbal language
“I want you to…”
“You must…”
“Do what I tell you!”
 “You’re stupid!”
Aggressive people
are basically
insecure….. Try to
avoid them.
Submissive people
пЃєBody Language
пЃ№Avoids eye contact
пЃ№Stooped posture
пЃ№Speaks quietly
пЃ№Fidgets
пЃєVerbal Language
“I’m sorry”
 “It’s all my fault”
“Oh dear”
Submissive people
have a great sense
of inferiority
Assertive People
пЃєBody language
пЃ№Stands straight
пЃ№Appears composed
пЃ№Smiles
пЃ№Maintains eye contact
пЃєVerbal language
“Let’s”
 “How shall we do this?”
 “I think… What do you think?”
 “I would like…”
Types of Conflict
пЃєWithin an individual
пЃє Between two individuals
пЃєWithin a team of individuals
пЃєBetween two or more teams within
an organization
Causes of conflict
пЃє Conflict of aims- different goals
пЃє Conflict of ideas- different
interpretations
пЃє Conflict of attitudes - different
opinions
пЃє Conflict of behavior- different
behaviors are unacceptable
Stages of Conflict
пЃєConflict arises
пЃєPositions are stated and hardened
пЃєActions, putting into action their
chosen plan
пЃє Resolution???
Preventing Conflict
пЃєAssess positive and negative
personality traits of people involved
пЃєDetermine personality type
пЃ№Aggressive
пЃ№Submissive
пЃ№Assertive
пЃє Assess if people are introvert or
extroverts...
Preventing Conflict
пЃєReview past conflicts
пЃєAssess communication skills of those
involved
пЃєRead body language of participants
Preventing Conflict
пЃєTry to reduce conflict
пЃ№Realize that communication is colored
by personal experience, beliefs, fear,
prejudices
пЃ№Try to be neutral
пЃ№ Plan the timing and place of the
conversation
пЃ№Realize that outside stress may add to
confrontation
пЃ№ Eliminate/reduce external
interruptions
Preventing Conflict
пЃєManage the language used
пЃ№Neutral vs. loaded words
пЃ№Reduce technical language
пЃ№Allow for cultural differences in
language
пЃ№Words may have different meanings for
different people…ask them to elaborate
Aids to Communication
пЃєListen Actively
пЃєRelax
пЃєObserve body
language
пЃєDevelop interest in
others interests
пЃєAsk for clarification
пЃєPlan what you are
going to say
пЃєTailor words to
person
пЃєDetermine the best
timing
пЃєDetermine the best
place
пЃєWhy is the
conversation
necessary
Personalities who cause conflict
пЃєAggressor
пЃєPassive
пЃєAbsentee
пЃєError prone
пЃєNegative
attitude
пЃєChatterbox
пЃєDo nothing
Personalities who cause conflict
пЃєUnreliable
пЃєTime waster
пЃєResentful person
WAC’em method
What’s bothering you?
A -What do you want to Ask the
person to do?
Check in to see if what you’ve asked
for can happen
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