Presentation. How to behave in a conflict situation. Presentation on the topic "how to behave in a conflict situation" Learning to behave in a conflict situation presentation

HOW TO BE HELD IN
CONFLICT
SITUATIONS: METHODS
SOLUTIONS
CONFLICTS

 Each conflict has a unique
character, and cannot be foreseen
optimal
way out of it.

At the first stage
 it is required to realize and analyze the conflict
situation. For this, it is necessary to determine the reason and
goals of the conflict (paying attention to the discrepancy
true and stated goals) and assess the potential
threat (what the conflict can lead to). When
determining the cause of the conflict should be as accurate as possible
understand for yourself what in your partner's actions seems to you
unacceptable and what is unacceptable for himself.
It should be borne in mind that not every dispute is dictated
the need to identify "truth", it can reflect
both long-hidden resentment, hostility and jealousy, and
be used as an opportunity to humiliate
opponent in someone's eyes, or play the role of "the last
drops "if necessary," free themselves from
accumulated irritation, anger.

For timely recognition of the conflict and
adoption correct decision
you need to answer the following questions:
 How is the problem perceived by the opposing party?
 What lies at the heart of the problem and what does it mean for each party?
 How likely is this situation to develop into
conflict?
 What is behind the other person's reactions?
 Does the behavior of each of the opponents correspond to the prevailing
situations (research shows that reaction strength is usually not
corresponds to the significance
conflict)?
 What needs to be done to avoid conflict?
 What should be done if the opposing party does not behave
 What are possible consequences with favorable and
the way you would like?
unfavorable development
situations?
 What is the degree of physical danger to you?

You need to clearly understand with whom the dispute is being conducted
or an attempt to resolve the conflict.
 A confident opponent is usually
communication is verbose and does not avoid
showdown.
 Insecure
tries his best to avoid finding out
relationship, does not disclose
their goals, but at the same time stubbornly can
stand your ground, hiding under
"adherence to principles" their weakness.

 After the analysis is carried out, choose
conflict resolution strategy (style
behavior). Experts identify five
typical strategies of behavior in
conflict
situations. Each of the following
strategies should only be used in
the situation in which this strategy
appropriate.

Strategy
"rivalry, competition"
 open struggle for their interests, stubborn
defending their position. Effective,
when the result is important for both parties,
and their interests are opposite, or
when to fundamentally decide
problem. It's a tough style in which
the principle of "who will win", and dangerous,
because there is a risk of losing.

when:
 prompt and decisive action is required if
unforeseen and dangerous situations;
 there is no other choice;
 the outcome is very important to you and you are doing great
stake on your own solution to the problem;
 you have sufficient authority to
decision making, and it appears
it is obvious that the solution you are proposing
the best;

The "ignore,
avoiding conflict "
 the desire to get out of the conflict
situation without eliminating its causes.
Effective when you need to transfer
solving the problem at a later time,
to study the situation more seriously, or
find the necessary arguments and arguments.

This strategy should be chosen
when:
 defending your position is unimportant for you or a subject
disagreements
more significant to the opponent than to you;
 the most important task is to restore calm and
stability, not conflict resolution;
 the likelihood of more complex problematic
situations compared to the one that is being considered now;
 in the course of the conflict, you begin to understand that you are wrong;
 the problem seems hopeless;
 defending your point of view takes a lot of time;
 you feel it's more important to keep good people with someone
relationships than to defend their interests;
 It is dangerous to try to solve the problem immediately, because an open
discussing the conflict can only worsen the situation.

The adaptation strategy
 changing your position, restructuring
behavior, smoothing out contradictions,
sometimes compromising their own interests.
Outwardly it may
look like what you accept and
share the opponent's position. Close to
ignore strategies.

This style of behavior is used in
cases when:
 the problem is not important to you;
 there is a need to keep good
relationship with the opposite side;
 you need to buy time;
 it is preferable to gain moral
victory over the opponent, losing to him.

Cooperation strategy
 joint development of a solution,
satisfying the interests of all parties,
albeit long and consisting of
several stages, but beneficial
business. The most open and honest style,
suggests active participation in the decision
conflict taking into account the interests of their own and
opponent. Often used to solve
open and protracted conflicts.

It is used in cases when:
 need to find common decisionif problem
too important to both sides, nobody wants
give in, and a compromise is therefore impossible;
 you have close, long-term and interdependent
relationship with the other side and you
want to keep them;
 there is time to work on the problem that has arisen;
 your opportunities are approximately equal to those
opponent.

Compromise strategy
 settlement of differences through mutual
concessions. Preferred when
it is impossible to simultaneously do what
want
both sides. Compromise options acceptance
temporary solution, adjustment
initial goals, obtaining a certain
parts to avoid losing everything.

The strategy is applied when:
 the parties have equally convincing arguments;
 time is needed to resolve complex problems;
 you need to make an urgent decision when there is a shortage
 cooperation and directive approval of your point
time;
vision does not lead to
success;
 you may be happy with a temporary solution;
 satisfying your desire is not too much for you
great value and you
you can slightly change the goal set at the beginning;
 compromise will allow you to maintain the relationship, and
you would rather get something than lose everything.

In the second stage
 in accordance with the adopted strategy
behavior must be accepted
restrictions imposed by
enemy, and
impose your own limits. Wherein
necessary quickly and easily
rebuild and
maneuver.

When resolving conflict situation need to consider
following rules behavior and response to
conflicting person:
 You cannot immediately and completely deny someone's opinion that does not coincide with
yours,
accept the tone, sharpness and
aggressiveness and
respond to an attack with an attack (as soon as the communication goes to
raised tones,
they no longer hear anyone except themselves).
 Be considerate and kind
to the interlocutor, tolerance for
his characteristics, to show his sincere sympathy. Attentively
listen to such a person, without interrupting or showing that you already
know what he intends to say, as it is still annoying
stronger. The direct repetition technique gives a good effect,
interpretation or generalization of what was heard by the same person
it is made clear that he is heard and understood.

 As soon as the opponent dries up, you should calmly express
the opinion that "his position is very interesting, and its
could be accepted "and similar approvals,
which influence in the direction of reducing aggression, anger,
indignation and primordial fervor. Immediately add gently that
"it is this idea (plan, position, desire, etc.) and
is being developed (considered, discussed, adopted
etc.), but there are some nuances that require
clarifications and interfere ... "it disarms even the most
an ardent, hostile enemy.
 Personal collisions should be avoided. Not
should be taken
profanity and verbal abuse in your
address, having understood for yourself that this person needs
perceive as he presents himself, not
trying to reason with him or call for decency

 It is useful to distract the partner's attention from the painful question, at least for a short
time, while any techniques can be used from a request to transfer to
another place, call, write down something before expressing any ridiculous thought,
jokes, etc.
 It is advisable to express to the interlocutor
not ready estimates and opinions, and their feelings,
states caused by his words: this
make your partner answer not
monosyllabic, but expanded, motivated, with an explanation of his
position. Before responding to criticism, remarks, reproaches,
you need to clearly understand what exactly is meant;
you must be sure that you have understood everything correctly.
 Should be avoided closed posesfor example, do not fold your arms over your chest.


 You can not look your opponent directly in the eyes; in this case,
aggression.

How to behave in a conflict situation?
Kochneva Angelina,
Belyakova Ksenia

Plan:

1 goal setting
2. Defining tasks
3 conflict
4 interpersonal conflict
5. Strategies of behavior in conflict
situations
6. Options for conflict resolution
7 basic rules of effective behavior
in conflict
8 conclusion
9. Thank you for your attention!

Goal:

Determine the strategy of behavior in
conflict situation and options
conflict resolution

Tasks:

Get to know the concept of conflict
Highlight features
interpersonal conflict
Determine the stages of development
conflict situation
Identify a strategy of behavior
participant in a conflict situation
Suggest resolution options
conflict

Conflict

this is
most
acute
way
resolving conflicts in interests,
purposes,
views,
emerging
in the process of social interaction,
consisting
in
counteraction
participants in this interaction and usually
accompanied by
negative
emotions,
outgoing
behind
framework
rules and regulations.

Interpersonal conflict

this is
collision
opposite
interests, views,
aspirations,
serious
disagreement, sharp
dispute
between
by 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 social status, emotional or moral barriers.
2. Awareness of the conflict
Contradictions are recognized by people and become clear to the opposite sides.
3. Manifestation of conflicting behavior
The conflict from an internal state passes into an external action. During the incident, the conflicting parties in one way or another
otherwise they show their position in the conflict.
4. Deepening the conflict
Conflicts can be constructive and non-constructive.
5. Resolution of the conflict
It can be complete or partial.

Behavior strategies in a conflict situation

Adaptation
Avoidance
Compromise
one side smooths out the contradictions, gives in,
ready to sacrifice their interests.
avoiding a conflict situation.
a 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 by another
side.
Compromise
mutual concessions
soften the reasons
conflict.
Interrupt
conflict
action
at the request of the parties
or as a result
exhaust itself
reasons due
objective
division
conflicting.
Integration
the best
Exodus; in the process
conflict both
parties made
important for yourself
conclusions for
changes
positions and in
the result
formed
unanimous opinion.

One of the most important rules when solving any kind of conflict, it is good self-control.

Do not give in to emotions, but, first of all, keeping calm, resolve the conflict with the help of logic and knowledge of certain psychological techniques.

It is necessary to learn the correct behavior in conflict situations:

Let your partner or client blow off steam first. Listen calmly and patiently to all his statements and claims, do not interrupt or comment on his statements.

Invite your client to substantiate the claim. After a person has splashed out emotionally, he is ready for a conversation, for a dialogue, especially if he is asked to speak. But, most importantly, do not let the client go back to emotions, all the time tactfully direct him to intellectual conclusions.

Use non-standard techniques. How to do it? Arouse 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 a sincere compliment can be made. Necessarily sincere, because flattery and deceit are always felt. You can defuse the situation by telling an anecdote.

Try to jointly formulate the problem of the dispute and its end result. Why is it important? Because, as practice shows, partners or clients often see the essence of the problem differently. To come to a common understanding of what you want to achieve together, you need agreement. Therefore, the next stage in resolving a dispute is to find 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 final result to which you both want to come.

Find a common ground. The general basis can be laws, facts from the company's practice, precedents from the activities of other companies, any authoritative opinion.

Give your partner an opportunity to save "his face". Showing respect even to a highly angry partner or client will be impressed by this reaction. Assess his actions without affecting his personality.

Emphasize attention to the person. You can ask your partner or client again in a conversation. For example: "Tell me, do you have a different point of view?", "Let's clarify, did we understand each other correctly?" Such questions allow you to emphasize attention to a person and reduce his aggression.

Whatever the result, try to maintain the relationship. Any conflict leaves unpleasant memories. But any conflict sooner or later passes, but business and long-term relationships with partners and clients remain. Therefore, despite the conflict, express your hope for continued further cooperation.

1 slide

2 slide

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

3 slide

Invite your client to substantiate the claim. After a person splashes out emotionally, he is ready for a conversation, for a dialogue, especially if he is asked to speak. But, most importantly, do not let the client go back to emotions, tactfully direct him to intellectual conclusions all the time. Use non-standard techniques. How to do it? Arouse 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 a sincere compliment can be made. Necessarily sincere, because flattery and deceit are always felt. You can defuse the situation by telling an anecdote.

4 slide

Don't be negative about the situation, and mention your feelings. For example: "I am upset with this whole situation." Thus, you remind him that there are two of you in the conflict and, in addition to his point of view, there may also be another. Try to jointly formulate the problem of the dispute and its end result. Why is it important? Because, as practice shows, partners or clients often see the essence of the problem differently. To come to a common understanding of what you want to achieve together, you need agreement. Therefore, the next stage in resolving a dispute is to find 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 final result to which you both want to come.

5 slide

Find a common ground. The general basis can be laws, facts from the company's practice, precedents from the activities of other companies, any authoritative opinion. Give your partner an opportunity to save "his face". Showing respect even to a highly angry partner or client will be impressed by this reaction. Assess his actions without affecting his personality. Emphasize attention to the person. You can ask your partner or client again in a conversation. For example: "Tell me, do you have a different point of view?", "Let's clarify, did we understand each other correctly?" Such questions allow you to emphasize attention to a person and reduce his aggression.

6 slide

Even in the most acute stage of the conflict - keep on an equal footing. Withstand a calm confidence, do not break down on return abuse or shouting, and if you are to blame, then apologize. Apologizing is not a weakness; on the contrary, mature and intelligent employees are capable of apologizing. Whatever the result, try to maintain the relationship. Any conflict leaves unpleasant memories. But any conflict sooner or later passes, but business and long-term relationships with partners and clients remain. Therefore, despite the conflict, express your hope for continued further cooperation.

7 slide

In any conflict situation, the interests of the opposing side must be taken into account, then it is easier to resolve.

Each conflict has a unique character, and it is impossible to foresee the optimal way out of it in advance. Each conflict has a unique character, and it is impossible to foresee the optimal way out of it in advance.

the other person's reactions? Does the behavior of each of the opponents correspond to the current situation (research shows that the strength of the reaction usually does not correspond to the significance of the conflict)? Does the behavior of each of the opponents correspond to the current 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 avoid conflict? What needs to be done to avoid conflict? What should be done if the opposing party does not behave the way they would like? What should be done if the opposing party does not behave the way they would like? What are the possible consequences in case of favorable and unfavorable development of the situation? What are the possible consequences in case of favorable and unfavorable development of the situation? What is the degree of physical danger to you? What is the degree of physical danger to you?

through mutual concessions. Preferred when it is impossible to simultaneously do what both parties want. Compromise options - making a temporary decision, adjusting the original goals, getting a certain part in order to avoid losing everything. settlement of differences through mutual concessions. Preferred when it is impossible to simultaneously do what both parties want. Compromise options - making a temporary decision, adjusting the original goals, getting a certain part in order to avoid losing everything.

16 The strategy is applied when: the parties have equally convincing arguments; the parties have equally convincing arguments; time is needed to resolve complex problems; time is needed to resolve complex problems; you need to make an urgent decision when there is a lack of time; you need to make an urgent decision when there is a lack of time; cooperation and directive approval of their point of view do not lead to success; cooperation and directive approval of their point of view do not lead to success; you may be satisfied with a temporary solution; you may be satisfied with a temporary solution; the satisfaction of your desire is not too important for you, and you can slightly change the goal set at the beginning; the satisfaction of your desire is not too important for you, and you can slightly change the goal set at the beginning; compromise will allow you to maintain the relationship, and you would rather get something than lose everything. compromise will allow you to maintain the relationship, and you would rather get something than lose everything.

17 At the second stage, in accordance with the adopted strategy of behavior, it is necessary to accept the restrictions imposed by the adversary and impose their own restrictions. In this case, it is necessary to quickly and easily rebuild and maneuver. in accordance with the adopted strategy of behavior, it is necessary to accept the restrictions imposed by the enemy and impose their own restrictions. In this case, it is necessary to quickly and easily rebuild and maneuver.

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