1. ER$ Consulting Services Presents For CMA Credit Management Association Members On Conflict Resolution August 11, 2009 Webinar Copyright Eddy A. Sumar 2009

2. By Eddy A. Sumar, MBA, CCE, CICE

4. Defining Conflict

5. “ Conflict means any difference between two or more persons growing out of some matter that one person wants from another.” Theodore Keel, 1999

6. “ When we use the term conflict, we’re referring to perceived incompatible differences resulting in some form of interference or opposition. Whether differences are real or not is irrelevant. If people in a group perceive that differences exist, then a conflict state exists.” Robbins & Coulter, 1999

7. “ We define conflict as a disagreement through which the parties involved perceive a threat to their needs , interests or concerns .” www.ohrd.wisc.edu/onlinetraining/resolution/aboutwhatisit.htm

9. Reasons for Conflict

14. Views about Conflict

16. Handling Conflict Styles

17. Five (5) Classical Styles

19. Daft

21. Daft

22. Avoidance: withdrawal or suppression of conflict. This is used when emotions are running high and time is needed to cool down. Robbins & Coulter

23. Dr. Weeks

25. Daft

26. Dr. Weeks

28. Daft

29. Johnson, 1990

31. Daft

32. Robbins & Coulter

33. Redefining Conflict Resolution

35. Introducing A New Approach

36. Source: Dr. Weeks, The Eight Essential Steps to Conflict Resolution Our Aim : The Top Level of the Pyramid

38. The Conflict Partnership Approach deals with the conflict in a way that opens up possibilities for improving the relationship as well as resolving the conflict at hand. It sees the specific conflict as just one part of the relationship. The goal is not to defeat the other party and seize a temporary advantage, but rather to develop a sustainable resolution of the conflict, made possible in part because an improvement in the relationship has been established. Conflict Partnership is a transformation. Dr. Weeks

39. An Integrative Foursquare Approach P-SAP

45. [ Migrate & Link ] Integrative Approach

47. Applying the P-SAP to your conflict partner Facilitators

50. Key Success Factor Know the Matrix

51. Willing Unable Able Unwilling

52. Both Parties must be able and Willing to resolve it Compromise Avoiding Accommodating Competing Willing Unable Able Collaborating Unwilling

54. Practical Steps to Conflict Resolution No fixed formula No one-size-fits-all

59. Final Thoughts

62. Wikipedia

63. Real Focus

64. What is the main objective of conflict resolution? What is the Real focus? Conclusion: An ounce of prevention better than a pound of cure Maintaining & Strengthening Relationships

66. “ A focus on interests can resolve the problem underlying the dispute more effectively than a focus on rights or power.” Ury, Brett, & Goldberg

68. Thank You!