Conflict Resolution Strategies

An OVERVIEW of Conflict

An Overview of Conflict

Situation

Reaction

Choice

Resolution

The Process of Conflict

Escalation

Conflict Management STYLES

Conflict Management Styles

Competing Collaborating

Accommodating Avoiding

Compromising

AS

SE

RT

IVE

COOPERATIVE

HIGH

LOW

LOW HIGH

Conflict Management Styles A

SS

ER

TIV

E

COOPERATIVE LOW

Avoiding

LOW I’ll think

about it

tomorrow

Conflict Management Styles A

SS

ER

TIV

E

LOW

Accommodating

COOPERATIVE HIGH

It would

be my

pleasure

Conflict Management Styles

Competing

AS

SE

RT

IVE

COOPERATIVE

HIGH

LOW

My way

or the

highway

Conflict Management Styles A

SS

ER

TIV

E

LOW

COOPERATIVE HIGH

Compromising

HIGH

LOW

Let’s

make

a deal

Conflict Management Styles A

SS

ER

TIV

E

COOPERATIVE

HIGH

Collaborating

HIGH Two heads

are better

than one

Conflict Resolution STRATEGIES

Conflict Resolution Model

1. Identify Problem

2. Identify Feelings

3. Identify Impact

4. Decide to Resolve

5. Meet with Parties & Define Issues

6. Set Stage for Positive Outcome

7. Determine Style of Resolution

8. Implement Steps

Assertive Communication

1: When you…

2: I feel …

3: This is important because…

4: I would like…

5. ?

I-Message Statements

Conflict Resolution Strategies