1. What is conflict?
- Two or more people want different things.

2. Why learn about conflict?
* Natural part of life
* Learn how to solve them

3. Components of Conflict
* Communication
* Competition
* Inconsistency
* Diversity
* Perspective
* Interdependency

4. Emotional Intelligence
* Self awareness
* Self management
* Social awareness
* Relationship management

5. Why does conflict happen?
* Basic Needs:
* Belonging
* Power
* Freedom
* Security
* Breakdown in Communication
* interrupting / dominating
* advising ( unwanted )
* judging
* accusing
* criticising
* Group Discussion…
* Benefit assignment
* Misunderstanding
* Cultural conflict
* Education
* Family Environment
* Awareness
* Habit
* Belief
* Religion
* Inconsistent goal
* Characteristic conflict

6. Types of conflict
* Intra-personal
* Interpersonal
* Intra-group
* Intergroup

7. Conflict Styles
* Avoiding
* Accommodating
* Forcing
* Compromising
* Collaborating

8. Point of View
* What determines your point of view?
* Place
* Money
* Role
* Time
* Age

9 . Biases and Prejudices: Everyone has biases… but you don’t have to act on them!

10. Tips for dealing with conflict
* Take time to cool-off
* Think about the person as a person
* Know what is important to you
* Try to understand what the other person is saying
* Find something you can agree on
* Be specific when you tell them what’s wrong
* Ask for and give feedback
* Never assume that you know what the other person is thinking
* Stay in the present, forget the past

11. Conflict in business
* Structural
* Interpersonal