1. Welcome to:
Resolving Conflicts
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Two Areas of Conflict
• Personality Clashes
– Differences in behavior styles, attitudes,
beliefs, opinions
• Structure of Work
– Overlapping responsibility, use of same
equipment, conflicting priorities

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Resolving Conflicts Objectives
• Distinguish between the two major
sources of team member conflicts:
personality clashes and work structure
problems.
• Be aware of the positive and negative
impacts of conflicts.
• Accept conflict as an inevitable part of
all work situations, one that must be
dealt with, not ignored.

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Resolving Conflicts Objectives
• Establish a cooperative atmosphere to
resolve conflicts when they arise.
• Help individuals involved in conflicts
understand each other’s point of view.
• Lead them to agree on the facts and a
solution.

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Review Essential Skills of
Leadership Skill Points
• Maintain or Enhance Team Member
Self-Esteem.
• Focus on Behavior.
• Encourage Team Member
Participation.

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Objectives (cont.)
Review Essential Skills of
Communicating Skill Points
• Create a Climate of Open
Communication.
• Design Clear, Concise Messages.
• Manage Nonverbal Behaviors
Effectively.
• Listen to Communicate.
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What is Conflict?
Conflict is a disruptive clash of
• interests • objectives • personalities
between individuals and groups, or
groups.

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Avoiding Conflict
Do Not Avoid Conflict!
• Conflict sometimes produces positive
outcomes.
• Conflict can produce beneficial changes.
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Skill Points
• Ask Each Team Member to State Problem.
• Ask Each Team Member to State Other’s
View of Problem.
• Ask Each to Confirm Accuracy of Other’s
Restatement.
• Focus on Objective Facts, Areas of Mutual
Need or Mutual Goals.
• Ask Each to Suggest Solutions.
• Bring Both to Agreement on Specific Steps
to Resolve Conflict and Set Up Time for
Review.

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Key Points when Resolving Conflicts
• Conflicts are unavoidable – can have
positive or negative effects.
• Conflicts must be dealt with head-on.
• Conflicts are best resolved when all
parties cooperate in finding solution.
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Key Points when Resolving
Conflicts – Cont.
• Team leaders must remain impartial
and give conflicting parties the chance
to express their positions.
• The most successful resolution is one
that is not at the expense of either
party.
• Solutions imposed from above may
mask the conflict.

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Objectives (cont.)Skill Points
• Ask Each Team Member to State Problem.
• Ask Each Team Member to State Other’s
View of Problem.
• Ask Each to Confirm Accuracy of Other’s
Restatement.
• Focus on Objective Facts, Areas of Mutual
Need or Mutual Goals.
• Ask Each to Suggest Solutions.
• Bring Both to Agreement on Specific Steps
to Resolve Conflict and Set Up Time for
Review.