Transcript Conflict Resolution - Canadian Coast Guard Auxiliary

CONFLICT RESOLUTION
2009
CANADIAN
CANADIANCOAST
COASTGUARD
GUARDAUXILIARY
AUXILIARY- -PACIFIC
PACIFIC
ARTE and SAVs
CANADIAN COAST GUARD AUXILIARY - PACIFIC
ARTE and SAVs
• SAVs - Station Assistance Visits
• ARTE - Advanced Rescue Trainer / Evaluator
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ARTE and SAVs
• A Manager or Station can request a Station
Assistance Visit to resolve a particular issue
that may involve a:
1. Training deficiency
2. Personnel problem
3. Conflict within a station
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ARTE and SAVs
• ARTE team members are used in this
capacity, and may become aware of a
situation that needs assessing.
• Where issues appear straight forward, they
may be able to deal with themselves.
• However in more complex human resources
situations, they would simply assess, and
provide feed back to the Human Resources
Manager.
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ARTE and SAVs
• It is important therefore for ARTE Team
members to be aware of the basics of conflict
resolution, in order to:
1. obtain the necessary information needed for
feedback
2. resolve some simple problems or conflicts
that may arise.
• It is extremely important that you don’t get in
too deep!
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What is Conflict?
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What is Conflict?
• “An opposition of opinions or purposes that
may cause mental strife”
– Fight
– Argument
– Disagreement
– Heated Discussion
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Causes of Conflict
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Causes of Conflict 1
Conflict can stem from:
• opposition
• a clash of opposing ideas
• disagreement
• fight or battle
• contention, hostility
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Causes of Conflict 2
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opposing viewpoints or opinions
emotions
selfishness
miscommunication
misunderstandings
assumptions
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Ways People Often Deal With
Conflict
1. Avoid the conflict
2. Smooth over the situation
3. One or both parties compromise
4. Confrontation
5. Power struggle
6. Consensus
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Paradigms
• A theory, an explanation, or model of
something else.
• Wrong or Right map? Imagine you are
navigating to find somewhere near Victoria
and the chart you have is Vancouver.
• The following examples show where two
people will look at the same picture and see
something different.
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Sleeping creature or dalmatian walking?
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Cartoon character playing trumpet or head of a girl?
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Duck or rabbit?
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Strategies to Get Past Paradigms
(Perceptions)
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Avoid Assumptions
Validation
Listen
Problem Solving Skills
• Tell Your Story
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Conflict Resolution Strategies
1. Isolate the facts from the emotions:
It is easy to get caught up in the emotion of the
conflict but try to stick to the facts whenever
possible.
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Conflict Resolution Strategies
2. Task versus relationship:
Make decisions according to the rules of the
organization, etc. Personal relationships and
feelings should be set aside.
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Conflict Resolution Strategies
3. Listen more
By listening to both verbal and nonverbal
messages, you can gather more information
to make accurate and fair decisions
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Conflict Resolution Strategies
4. Try to empathize with the person
By showing empathy you are indicating that you
are respectful of that individual’s perception
and the emotions related to the conflict
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Conflict Resolution Strategies
5. Don’t be defensive
Clarifying decisions should be a simple process
when that decision is based on facts.
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The 3-step Process for Handling
Conflict
1. Remove the source of the problem
2. Change your perception of the problem
3. Use your coping resources
- Flexibility
- Communication
- Problem solving
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A Simple fact
90% of conflict occurs not with what was said
but the tone in which it was said!
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Communication: 1 Way or 2 Way
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Communication: 1 Way
One Way Communication:
Sender
Message
Receiver
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Communication: 2 Way
Two Way Communication:
Sender
Feedback
Message
Receiver
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Barriers to Effective
Communication
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Barriers to Effective
Communication
• Judging:
1. Criticizing
2. Name-calling
3. Diagnosing
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Barriers to Effective
Communication
Sending Solutions:
1. Ordering
2. Threatening
3. Moralizing
4. Excessive questioning
5. Advising
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Blocking Phrases
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Ordering, directing, commanding
Warning, threatening
Preaching, moralizing
Advising
Judging, criticizing, blaming
Interpreting, assuming
Ridiculing, shaming
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Active Listening and Talking
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Active Talking
• Reflect meaning- respond to both the content
and the feeling
• Paraphrasing-putting in different words what
the other person has said
• Summarizing- identify the main themes by
recapping and focusing on what is next
• If you don’t understand ask!
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Active Listening
Active listeners should:
• S face the person SQUARELY
• O adopt an OPEN posture
• L LEAN slightly toward the other person
• D be at a DISTANCE apart of about 1 metre
• E keep good EYE contact
• R try to be RELAXED
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Strategies to Resolve Conflicts
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Strategies to Resolve Conflicts
• Assume you do not have all the answers.
• Ask questions to understand the other
person(s).
• Be prepared to compromise or make a deal.
• Postpone.
• Enforce.
• Compromise.
• Explore.
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Strategies to Resolve Conflicts
• Turn ...
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Strategies to Resolve Conflicts
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Strategies to Resolve Conflicts
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CANADIAN COAST GUARD AUXILIARY - PACIFIC
Strategies to Resolve Conflicts
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