Developed to help employees understand how to work thorough conflict by finding their conflict resolution style and then utilizing that to guide them.

1. Conflict Resolution
Resolving conflict rationally and
effectively
Underground Vaults & Storage, Inc. 4/2009

2. “Don’t be afraid of opposition.
Remember, a kite rises against,
Not with, the wind.”
~Hamilton Mabie

3. Course Content
• Conflict styles
• Why conflict is
important
• Conflict resolution
process
• How to avoid future
conflict

4. How do I handle conflict?
• Conflict Style Inventory
• Thomas-Kilmann Conflict Mode
Instrument
– Forcing/Competitive
– Collaborative
– Compromising
– Accommodating
– Avoiding

6. Why Conflict is Important
• Keeps the organization vibrant
– Status quo is insufficient
– Can react to change
– Keeps group thinking for itself
• Produces better solutions
– Win-win solution
– Guide team instead of micromanage
• Increases the organizations ROI

7. Conflict Resolution Process
• Guiding principles
• Must be constructive and with a plan to
avoid getting pulled into an argument
• Combined effort of people from differing
experiences produces better results
• Must be open to others differences and
opinions

8. Set the Scene
• Environment
• Audience/participants
• Acknowledge the
conflict
• If needed, take a
moment to restore
emotional levels, then
regroup

9. Gather Information
• Active listening to others’ view
– Restate
– Paraphrase
– Summarize
• Identify issues clearly and concisely
• Use “I” statements
• Remain Flexible
• Clarify feelings

10. Agree
• Find a common perception of the problem
• Understand the others point of view
– Why they feel the way they do
– Needs, goals, interests can affect perception

11. Brainstorm solutions
• As a group
• Generate fair input
• Be open to all ideas
• Consider things you hadn’t thought of
before
• Wait to discuss ideas until brainstorming is
done to encourage participation

12. Negotiate a Solution
•Mutual solution may
already be clear
•If solution has not
surfaced, seek
resolution with a win-win
negotiation situation =
what can we do so all
parties walk away
happy?