Video  Finder
6 Ways to Resolve Conflict
This title is part of the Take Away Training Series
Duration: 15 minutes
Synopsis
Learn six practical techniques to resolve conflict in the workplace and achieve effective results.
Key Learning Points

1. Look inwards

  • Identify your own personality style in a conflict situation
  • Ostrich - sweeps everything under the carpet but fumes later
  • Sheep - just baas and says yes
  • Owl - tries to resolve conflict cooperatively

2. Identify other's style

  • Work out how the other is behaving
  • Consider appropriate ways of responding
  • Ostrich - ask questions, probe
  • Lion - avoid arguing back, show empathy
  • Sheep - encourage to articulate issues
  • Beware of slippery sharks!

3. Use communication skills

  • Rapport building - eye contact, nodding, 'we' and 'us' words
  • Listening - regularly summarise what has been said
  • Display flexibility - offer creative suggestions, avoid rigidity

4. Use reflective questions

  • Throw to the other person for ideas
  • Use open questions
  • Ensures active involvement
  • Encourages ownership

5. Use positive reinforcement

  • Praise, reward the other - eg. displays flexibility, has good idea

6. Use a logical approach

  • Achieve clarity on differences between you
  • Choose an appropriate approach - eg. stepped agreements
  • Consider need for more information
  • Consider whether others can assist
Package Description
DVD
Recommended Audiences
  • Managers
  • All staff
Distributed in the following format(s)
  • DVD
Available in the following language(s)
  • English
Media Type
 Video Recording
Presentation Style
  • Interview
STOCK CODE
TAT50
ISBN
9781925176018
Published
Melbourne
Filming location
Australia
Release year
2001
Remastered year
2006
Copyright owner
ClickView
Publisher
Seven Dimensions