How you can resolve conflicts and amend strained relations without losing your head and cool. This is the most important skill in this 21st century Details ta www.asiatrainers.com
1. ACT
1
Conflict Resolution at Work
1. What is Conflict and What are NOT
Conflicts
2. Why conflicts arise: Impermanence,
Un-satisfaction and Self
3. Concept of Planting Seeds
4. Five Ways to Conflict Resolution at
Work
4. Negotiation Success
5. The Ultimate of Conflict Resolution:
Touch Their Hearts
2. ACT
2
Most Important Work Skill
Conflict Resolution
How to resolve conflicts and
Restore a strained or broken Relationship
3. ACT
3
Definition of Conflict
Conflict arises when
One person has a Need of another
and that need is Not Being Met
What are Not Conflicts
• Disagreements
• Differences in Opinion and Thinking
• Different beliefs, faiths and values
4. ACT
4
Common Conflicts at Work
1. Conflicts with Team over
resource allocation,
promotion opportunities,
work assignment and
money
2. Conflicts with customers
3. Conflicts with vendors and
contractors
4. Conflicts with the industry
5. Conflicts with Government
6. Conflicts with Media and
Society at large
9. ACT
9
Plant seeds with Your
Thoughts, Speech and
Action
Whatever you want in life, plant the seeds and
nurture them in your Everyday life
10. ACT
10
The Real Law of Gravity
1. Every action produces a similar
result
2. The results of every action
increase
3. If you never do an action, you
cannot get a result
4. Once you have done an action, it
never simply goes away
Je Tsongkapa, Tibet, 600 years ago
11. ACT
11
Regardless of who is right
or wrong, make the
customers feel that they
have the right to their
feelings…Give Face
12. ACT
12
Whenever we force anyone
to change, they either
Resist us or Resent us,
and as a result they
become More Motivated
to Defend their position!
Lesson of the Fist …. Open your neighbor’s fist in 20
seconds …
Methods: Bribe, Force
15. ACT
15
1. Listen
Look for the key to their
cooperation
Paraphrase (not just heard)
2. See things from their point of
view
“Stay calm”?
“I understand your concern”
3. Ask for their input
Value it
4. Assure them we’ll operating
on win-win
What To Do When People Are Difficult
1. Want to Tell Us
Something and
Afraid that We
don’t
Understand
2. Think that we
don’t
understand the
seriousness of
their problem
3. Afraid we don’t
value their
input
4. Afraid we’ll win
16. ACT
16
2 Steps in Conflict Resolution
If Yes, resolve it
If No, Negotiate or Manage it
Most people avoid steps 1 and 2 as they are afraid to talk to people. They end up
gossiping, backstabbing, blocking and being angry and aggressive
17. ACT
17
5 Steps in Conflict
Resolution1. Make the 1st
Move (be a Peacemaker)
2. Find the Right Time and Right Place
3. Begin with ‘What’s My Fault’
No more excusing, blaming or attacking
but sincerity from your heart
Get out of your Pride and Self Ego
Because everything is coming from us
(everything in this world is empty and void
of meaning on its own)
When you’re at peace inside, nothing
outside upsets you
Say “I’m sorry, I was only thinking about
myself”
Re-examine yourself: what wrong you did
LHL
18. ACT
18
5 Steps in Conflict
Resolution4. Listen for their hurt and perspective
• Listen to their emotions
• “Be quick to listen, slow to speak and slow
to get angry”
• Hurt people hurt people the most
• The people that are the most difficult to
love are also the ones that need love the
most
5. Focus on Reconciliation, not Resolution
• Disagree without being disagreeable, Unity
without Uniformity
• When you focus on reconciliation, the
issues become smaller Taxi
21. ACT
21
3 Types of Negotiation
1. Hard Negotiation (Win at All Costs)
2. Soft Negotiation
• Avoid Personal Conflict
• Give Concessions to reach amicable agreement
• Regret Later
• One-time Deal
3. Principle Negotiation (Harvard University)
• Combination of both Hard and Soft Negotiation
• Get What You Are Entitled to
1. Separate People from the Problem
2. Focus on Interest, Not Position
3. Develop Options
22. ACT
22
5 Ways to Better Negotiation
1. Preparation
2. Setting Limits and Sticking to Them
3. The Negotiation Table
4. Trading
5. Closing the Deal
Come from a Strong Position
(even if you’re weaker)
23. ACT
23
The Negotiation Process
1. State your opening offer (higher than your goal
but not too high to frighten them)
2. Maintain emotional distance
Come from Strong Position
Pause often, especially before concession
Keep your cool
3. Listen actively, especially to body language (call
the bluff with eye movements)
4. How to handle hot button issues
Express anger as your feeling, not ‘You’
Resist temptation to make an outburst when you
think you’ve won a point
Do not quarrel
24. ACT
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Trading
1. Only trade (give up) what you are willing to
give up
2. Always ask for something in return when
you give up something
3. Value is in the eyes of the beholder
• Give up something of low value to you but
high perceived value to the opponent
4. Aim for win-win
26. ACT
26
Conflict Resolution at Work
1. What is Conflict and What are NOT
Conflicts
2. Why conflicts arise: Impermanence,
Un-satisfaction and Self
3. Concept of Planting Seeds
4. Five Ways to Conflict Resolution at
Work
4. Negotiation Success
5. The Ultimate of Conflict Resolution:
Touch Their Hearts
27. ACT
27
Your Trainer Coach Andy Ng
• CA with MBA from UK…
• 28 years of experience in finance,
HR, sales, consultancy, training
and coaching...
• Former Director of Finance, HR &
Admin of Allied Telesis Int’l …
• Since 1996, trained over 81,135
people in 14 countries
• Also partner in a global e-
commerce business
• Happy Man, Son, Husband & Father
(of 3 happy children)…
www.facebook.com/A
ndyTheCoach
28. ACT
28
Get Inspired by me 24/7
www.AsiaTrainers.comwww.AsiaTrainers.com
www.AndyNgTrainer.blogspot.sgwww.AndyNgTrainer.blogspot.sg
www.youtube.com/AndyNgCoach/videoswww.youtube.com/AndyNgCoach/videos
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Notas do Editor
Show them that you’re going to reward their time and then give them a little of
your background. Remember, you’re earning the right to be their teacher and in
the very near future, their consultant. Also, be sure to use the credibility of
ACTION and Brad Sugars to back yourself up. Then it’s over to read through
some testimonials.
Show them that you’re going to reward their time and then give them a little of
your background. Remember, you’re earning the right to be their teacher and in
the very near future, their consultant. Also, be sure to use the credibility of
ACTION and Brad Sugars to back yourself up. Then it’s over to read through
some testimonials.
Above and below the line.
Blame, do pointing exercise.
Excuses, how many have kids that are experts at this … where did they learn it from ?
Denial … book titled, Denial is not a river in Egypt … Polite way of saying you’re lying to yourself.
Above, point out OWN SHIP
Accountable for Results
Responsible for Actions
IMPORTANT … Get agreement that everyone is willing to play above the line for today …
Total 5 Mins
Without changing your identity or the identity of this company you will be prone to going into a state of FEAR … which means …
Explain that fear is just a though of WHAT IF I CAN’T etc … Have you handled everything in your life to date … YES … Great then we can assume you’ll handle everything else that comes your way … so your new saying should be … I CAN HANDLE IT …
2 Mins
Show them that you’re going to reward their time and then give them a little of
your background. Remember, you’re earning the right to be their teacher and in
the very near future, their consultant. Also, be sure to use the credibility of
ACTION and Brad Sugars to back yourself up. Then it’s over to read through
some testimonials.
Show them that you’re going to reward their time and then give them a little of
your background. Remember, you’re earning the right to be their teacher and in
the very near future, their consultant. Also, be sure to use the credibility of
ACTION and Brad Sugars to back yourself up. Then it’s over to read through
some testimonials.
Show them that you’re going to reward their time and then give them a little of
your background. Remember, you’re earning the right to be their teacher and in
the very near future, their consultant. Also, be sure to use the credibility of
ACTION and Brad Sugars to back yourself up. Then it’s over to read through
some testimonials.