Conflict Resolution - Baylor College of Medicine - Houston, Texas冲突消解-贝勒医学院-休斯敦，德克萨斯.pptVIP

Conflict Resolution Scott F. Basinger, PhD Associate Dean Graduate School Why are we here? Conflict a part of everyday life. Conflict is UNAVOIDABLE. If not resolved, resentments and roadblocks occur Blame evolution (survival) You want a job eventually, don’t you? Key Points Conflict in the workplace can be incredibly destructive to good teamwork. ? Managed in the wrong way, real and legitimate differences between people can quickly spiral out of control, resulting in situations where co-operation breaks down and the teams mission is threatened. This is particularly the case where the wrong approaches to conflict resolution are used. ? To calm these situations down, it helps to take a positive approach to conflict resolution, where discussion is courteous and non-confrontational, and the focus is on issues rather than on individuals. If this is done, then, as long as people listen carefully and explore facts, issues and possible solutions properly, conflict can often be resolved effectively. Before you begin Make sure that good relationships are the first priority: As far as possible, make sure that you treat the other calmly and that you try to build mutual respect. Do your best to be courteous to one-another and remain constructive under pressure; Keep people and problems separate: Recognize that in many cases the other person is not just being difficult – real and valid differences can lie behind conflictive positions. By separating the problem from the person, real issues can be debated without damaging working relationships; Pay attention to the interests that are being presented: By listening carefully youll most-likely understand why the person is adopting his or her position; Before you begin (continued) Listen first; talk second: To solve a problem effectively you have to understand where the other person is coming from before defending your own position; Set out the “Facts”: Agree and establish the objective, observable elements that will have an imp