Presentation on how to behave in a conflict. Presentation: How to behave in a conflict situation

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Way out of the conflict

Each conflict is unique, and it is impossible to foresee in advance the best way out of it.

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At the first stage

It is required to understand and analyze the conflict situation. To do this, it is necessary to determine the cause and goals of the conflict (paying attention to the discrepancy between the true and declared goals) and assess the potential threat (what the conflict can lead to). When determining the cause of the conflict, you need to clarify for yourself as accurately as possible what in your partner’s actions seems unacceptable to you and what is unacceptable to him. It should be borne in mind that not every dispute is dictated by the need to reveal the "truth", it can reflect both a long-held resentment, hostility and jealousy, and be used as an opportunity to humiliate an opponent in someone's eyes, or play the role of "the last straw "if necessary, "free" from the accumulated irritation, anger.

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For early conflict recognition and acceptance right decision need to answer next questions

How is the problem perceived by the other party?
What is at the heart of the problem, and what is its significance for each of the parties?
How likely is this situation to develop into a conflict?
What is behind the other person's reactions?
Does the behavior of each of the opponents correspond to the situation (research shows that the strength of the reaction usually does not correspond to the significance of the conflict)?
What needs to be done to prevent conflict?
What should be done if the opposite side does not behave as we would like?
What are the possible consequences of a favorable and unfavorable development of the situation?
What is the level of physical danger for you?

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It is necessary to clearly understand with whom the dispute is being fought or an attempt to resolve the conflict

A self-confident opponent is usually verbose in communication and does not avoid a showdown.
Unsure of his abilities, he tries to avoid a showdown, does not reveal his goals, but at the same time he can stubbornly stand his ground, hiding his weakness under "principledness".

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Conflict resolution strategies

After the analysis is carried out, a conflict resolution strategy (behavior style) is chosen. Specialists distinguish five typical strategies of behavior in conflict situations. Each of the strategies listed below should only be used in the situation in which that strategy is appropriate.

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Strategy "rivalry, competition"

open struggle for their interests, stubbornly defending their position. It is effective when the result is important for both parties, and their interests are opposite, or when it is necessary to fundamentally solve the problem. This style is tough, in which the principle of "who wins", and dangerous, because there is a risk of losing.

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prompt and decisive action is required in case of unforeseen and dangerous situations;
there is no other choice;
the outcome is very important to you, and you make a big bet on your solution to the problem that has arisen;
you have sufficient authority to make a decision, and it seems obvious that the solution you propose is the best;

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The strategy of "ignoring, avoiding conflict"

Eagerness to get out conflict situation without eliminating its causes. It is effective when it is necessary to postpone the solution of the problem to a later time in order to more seriously study the situation or find the necessary arguments and arguments.

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This strategy should be chosen when

defending your position is unprincipled for you or the subject of disagreement is more significant for your opponent than for you;
the most important task is to restore calm and stability, not to resolve the conflict;
opens up the possibility of more complex problem situations compared to the one currently under consideration;
in the course of the conflict, you begin to understand that you are wrong;
the problem seems hopeless;
defending one's point of view takes a lot of time;
you feel that it is more important to maintain a good relationship with someone than to defend your interests;
trying to solve the problem immediately is dangerous, since open discussion of the conflict can only worsen the situation.

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Adaptation strategy

Changing one's position, restructuring behavior, smoothing out contradictions, sometimes sacrificing one's own interests. Outwardly, it may look like you accept and share the opponent's position. Close to the "ignore" strategy.

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"Cooperation" strategy

Joint development of a solution that satisfies the interests of all parties, albeit lengthy and consisting of several stages, but beneficial to the cause. The most open and honest style, involves Active participation in resolving the conflict, taking into account the interests of one's own and the opponent's. Often used to resolve open and protracted conflicts.

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Applies in cases where

it is necessary to find a common solution if the problem is too important for both sides, no one wants to give in, and therefore a compromise is impossible;
you have a close, long-term and interdependent relationship with the other party, and you want to maintain it;
there is time to work on the problem;
your capabilities are approximately equal to those of your opponent.

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"Compromise" strategy

Settlement of disagreements through mutual concessions. It is preferred in the case when it is impossible to do what both parties want at the same time. Compromise options - making a temporary solution, adjusting the original goals, getting a certain part in order to avoid losing everything.

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The strategy is applied when

the parties have equally convincing arguments;
it takes time to resolve complex issues;
it is necessary to make an urgent decision with a lack of time;
cooperation and directive assertion of one's point of view do not lead to success;
you may be satisfied with a temporary solution;
the satisfaction of your desire has little for you great importance, and you can slightly change the goal set at the beginning;
compromise allows you to keep the relationship, and you prefer to gain at least something than to lose everything.

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At the second stage

In accordance with the adopted strategy of behavior, it is necessary to accept the restrictions that the enemy imposes and impose their own restrictions. At the same time, it is necessary to quickly and easily rebuild and maneuver.

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When resolving a conflict

When resolving a conflict situation, the following rules of behavior and response to a conflicting person should be taken into account:

You cannot immediately and completely deny someone’s opinion that does not coincide with yours, accept the tone, harshness and aggressiveness set by the conflict provocateur and respond to the attack with an attack (as soon as communication turns to raised tones, no one is heard except themselves).
You should show attention and benevolence to the interlocutor, tolerance for his features, show your sincere sympathy. Listen carefully to such a person, without interrupting or showing that you already know what he is going to say, because this is even more annoying. A good effect is given by the technique of direct repetition, interpretation or generalization of what is heard - thereby a person is given to understand that he has been heard and understood.

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As soon as the opponent runs out, one should calmly express the opinion that “his position is very interesting, and it could be accepted” and similar approvals that affect the reduction of aggression, anger, indignation and initial fervor. Immediately add gently that "it is this idea (plan, position, desire, etc.) that is being developed (considered, discussed, adopted, etc.), but there are some nuances that require clarification and interfere ... "- this disarms even the most ardent, hostile enemy.
Personal confrontations must be avoided. You should not take profanity and verbal insults in your address, having understood for yourself that this person must be perceived as he presents himself, without trying to reason with him or call for decency

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It is useful to distract the partner's attention from a painful issue, at least for a short time, while any tricks can be used - from asking to move to another place, calling, writing something down to saying some ridiculous thought, joke, etc.
It is advisable to express to the interlocutor not ready-made assessments and opinions, but your feelings, states caused by his words: this will make your partner answer not in monosyllables, but in a detailed, motivated way, explaining his position. Before responding to criticism, remarks, reproaches, it is necessary to clearly understand what exactly is meant; you must be sure that you understand everything correctly.
Avoid closed postures, such as not folding your arms over your chest.
You can not look the opponent directly in the eyes - in this case, aggression may occur.

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DEFINITION OF "CONFLICT" A conflict is a confrontation between specific people or social groups seeking to possess something that is equally highly valued by both sides. A conflict is a clash, an extreme aggravation of contradictions, a situation where one side opposes the other. Conflictology is a special science that studies the content, causes, conditions, mechanisms, patterns of occurrence, course, resolution, regulation of conflicts.

PARTICIPANTS OF THE CONFLICT Witnesses are people who observe the conflict from the outside Instigators are those who push other participants to the conflict Mediators are people who, by their actions, try to prevent, stop or resolve the conflict Accomplices are people who contribute to the development of the conflict with advice, technical assistance or other ways

HOW TO SUCCESSFULLY RESOLVE CONFLICTS Negotiation is a process in which the parties attempt to resolve a conflict through direct discussion among themselves. Forte- everything depends only on the parties themselves, both the process itself and the result of direct discussion.

HOW TO SUCCESSFULLY RESOLVE A CONFLICT (2) Mediation - a third party intermediary enters the process, the purpose of which is to help the first two agree. By listening to the parties and helping them communicate, mediators try to help the parties find a win-win solution. And although the mediator takes full responsibility for the process, the opponents still control the subject of the discussion and its outcome.

HOW TO SUCCESSFULLY RESOLVE A CONFLICT (3) Arbitration the third party controls not only the process but also the outcome of the conflict; arbitrators decide what the parties need to do to resolve their conflict, and are usually endowed with the power to force the parties to comply with the relevant decision.

TO RESOLUTION THE CONFLICT 1. Be in control of yourself (do not give in to emotions, remain calm, turn on logic). 2. Let the partner speak (without interrupting or commenting on the statements). 3. Offer to substantiate the claims (do not allow again to switch to emotions). 4. Cause positive emotions in a partner. 5. Find common points of understanding of the problem. 6. Find a common basis (laws, facts, authoritative opinion). 7. Always be equal. 8. At the end, be sure to express hope for continued cooperation.

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One of the most important rules in resolving any kind of conflicts - this is good self-control. Do not succumb to emotions, but, first of all, keeping calm, resolve the conflict with the help of logic and knowledge of certain psychological tricks. It is necessary to learn the correct behavior in conflict situations: First, let the partner or client let off steam. Listen calmly and patiently to all his statements and claims, do not interrupt or comment on his statements.

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Invite your client to substantiate the claims. After a person has splashed out emotionally, he is ready for a conversation, for a dialogue, especially if he is offered to speak out. But, most importantly, do not allow the client to switch to emotions again, all the time tactfully direct him to intellectual conclusions. Use unconventional tricks. How to do it? Cause positive emotions in a person by reminding him of your previous good cooperation, asking him for advice, etc. If the client is a woman, then you can make a sincere compliment. Be sure to be sincere, because flattery and deceit are always felt. You can lighten the mood by telling a joke.

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Do not give a negative assessment of the situation, and mention your feelings. For example: "I'm upset about this whole situation." Thus, you remind him that there are two of you involved in the conflict and, in addition to his point of view, there may be another one. Try to jointly formulate the problem of the dispute and its final result. Why is it important? Because, as practice shows, partners or clients often see the essence of the problem in different ways. To come to a common understanding of what you want to achieve together, you need agreement. Therefore, the next stage in resolving the dispute is finding common points of understanding of the problem. To do this, you must first jointly formulate what you both understand by the essence of the problem being solved, and then describe the end result that you both want to come to.

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Find a common ground. common basis there may be laws, facts from the practice of the company, precedents from the activities of other companies, any authoritative opinion. Let your partner save "his face". If you show respect even to a very angry partner or client, then such a reaction will impress him. To evaluate his actions without affecting his personality. Emphasize attention to the person. You can ask a partner or client in a conversation. For example: "Tell me, do you have a different point of view?", "Let's clarify whether we understood each other correctly?" Such questions allow you to emphasize attention to a person and reduce his aggression.

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Even in the most acute stage of the conflict - stay on an equal footing. Maintain calm confidence, do not break into a reciprocal swearing or screaming, and if you are to blame, then apologize. Apologies are not a weakness, on the contrary, mature and intelligent employees are capable of apologies. Whatever the result, try to keep the relationship. After any conflict, unpleasant memories remain. But after all, any conflict sooner or later passes, but business and long-term relationships with partners and customers remain. Therefore, despite the conflict, express your hope for continued further cooperation.

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In any conflict situation, it is necessary to take into account the interests of the opposite side, then it is easier to resolve it.

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How to behave in a conflict situation

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Definition of "conflict"

A conflict is a confrontation between specific people or social groups seeking to possess what is equally highly valued by both sides. A conflict is a collision, an extreme aggravation of contradictions, a situation where one side opposes the other. Conflictology is a special science that investigates the content, causes, conditions, mechanisms, patterns of occurrence, course, resolution, regulation of conflicts.

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Participants in the conflict

Witnesses are people who watch the conflict from the sidelines Instigators are those who push other participants to the conflict

Mediators are people who, through their actions, try to prevent, stop, or resolve a conflict Contributors are people who contribute to the development of a conflict through advice, technical assistance, or other means

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Basic strategies for interaction in conflict

Avoidance (withdrawal) Competition (fight) Accommodation Cooperation Compromise

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How to successfully resolve conflicts

Negotiation is a process in which the parties try to resolve the conflict through face-to-face discussions among themselves. The strong side is that everything depends only on the parties themselves - both the process itself and the result of direct discussion.

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How to successfully resolve conflict (2)

Mediation - a third party enters the process - an intermediary, the purpose of which is to help the first two agree. By listening to the parties and helping them communicate, mediators try to help the parties find a win-win solution. And although the mediator takes full responsibility for the process, the opponents still control the subject of the discussion and its outcome.

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How to successfully resolve conflict (3)

Arbitration - a third party controls not only the process, but also the outcome of the conflict; arbitrators decide what the parties need to do to resolve their conflict, and are usually endowed with the power to force the parties to comply with the relevant decision.

How to behave in a conflict situation? Prepared by:
Kochneva Angelina,
Belyakova Ksenya

Plan:

1. Goal setting
2. Definition of tasks
3.Conflict
4. Interpersonal conflict
5. Strategies of behavior in a conflict
situations
6. Conflict Resolution Options
7.Basic rules for effective behavior
in conflict
8.Conclusion
9. Thank you for your attention!

Target:

Define a behavior strategy
conflict situation and options
conflict resolution

Tasks:

Get to know the concept of conflict
Highlight Features
interpersonal conflict
Define stages of development
conflict situation
Reveal a strategy of behavior
participant in a conflict situation
Suggest resolution options
conflict

Conflict

This
most
spicy
way
resolving conflicts in the interests,
purposes,
views,
emerging
in the process of social interaction,
consisting
in
opposition
participants in this interaction and usually
accompanied
negative
emotions
going out
behind
framework
rules and regulations.

interpersonal conflict

This
collision
opposite
interests, attitudes,
aspirations,
serious
disagreement, sharp
dispute
between
individuals
in
process
them
social
and
psychological
interactions.

Stages of a conflict situation

1. The emergence of a conflict situation
There is no conflict yet, there is only a reason that can cause it:
opposing desires and interests, differences in position in society, an emotional or moral barrier.
2. Awareness of the conflict
Contradictions are recognized by people and become clear to opposite parties.
3. Manifestation of conflict behavior
The conflict from an internal state passes into an external action. During the incident, the conflicting parties one way or another
otherwise they show their position in the conflict.
4. Deepening the conflict
Conflicts can be constructive or non-constructive.
5. Conflict resolution
May be complete or partial.

Strategies of behavior in a conflict situation

fixture
Avoidance
Compromise
one side smooths out contradictions, yields,
ready to give up their interests.
escape from conflict.
solution acceptable to both parties.
Cooperation
discussion and implementation of mutually beneficial
solutions.
Rivalry
active opposition to the other side.

Conflict resolution options

Subordination
one of the parties
completely or
partially
accepts the rules
imposed on another
side.
Compromise
mutual concessions
mitigate the causes
conflict.
Interrupt
conflict
action
at the request of the parties
or as a result
exhaustion of
reasons, due to
objective
separation
conflicting.
Integration
the best
Exodus; during
conflict both
parties did
important to you
conclusions for
changes
position and in
result
formed
unanimous opinion.