Objectives 

• Accept conflict as an inevitable part of all work situations and deal with it in order to maintain individual and team focus and productivity.                     
• Recognize the positive and negative impacts of conflicts and leverage conflict to everyone’s advantage.                     
• Distinguish between the two major sources of conflict so that they it can be resolved fairly and effectively.                     
• Establish a cooperative atmosphere to resolve conflicts when they arise.

Skill Points 

• Ask each team member to state problem                     
• Ask each team member to state other’s view of problem                     
• Ask each team member 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 

Participant Workbook