Gestão de conflitos nas organizações: 4 atitudes inteligentes em situações difíceis

Gilberto de Souza

12 Jan 202205:39

Summary

TLDRThis video script discusses effective attitudes for conflict resolution between individuals or within teams. It emphasizes the importance of creating an understanding environment, encouraging reflection on others' perspectives, recognizing one's role in conflict creation, and promoting open communication to collaboratively find solutions. The speaker shares insights gained from personal experiences and learning, suggesting a structured approach to managing conflicts, which is also a topic in an online course they teach.

Takeaways

😀 Conflicts are opportunities for learning and personal development.
🤔 Early in one's career, conflicts can be approached with a desire to win, which can escalate the situation.
💬 Creating an environment where individuals feel understood is crucial for conflict resolution.
👂 Listening and understanding the other person's perspective can alleviate the tension in a conflict.
🔄 Encouraging reflection on the other person's point of view can help in seeing the situation from different angles.
🤝 Recognizing one's own role in the conflict is important for moving towards a resolution.
🤗 Helping individuals realize they may have contributed to the conflict can lead to a willingness to be part of the solution.
🗣️ Stimulating open communication with the conflicting party can pave the way for collaborative problem-solving.
👥 Having both parties prepared for a conversation is key before facilitating a joint discussion to resolve the conflict.
👩‍🏫 The speaker has learned and practiced conflict management techniques over the years, making it easier to handle.
📚 Conflict management is a significant topic, included in a distance learning course, emphasizing its importance in team dynamics.

Q & A

What is the main topic discussed in the video script?
-The main topic discussed in the video script is the effective attitudes and steps to manage conflicts between people.
How does the speaker describe the initial approach to conflicts in their early career?
-The speaker describes their initial approach to conflicts as wanting to win, argue, and show their point of view, which often escalated the conflict.
What is the first attitude the speaker suggests for managing conflicts?
-The first attitude suggested is to create an environment where the person feels understood by asking questions about their perspective and feelings regarding the situation.
Why is it important to help a person reflect on the other person's perspective in a conflict?
-It is important to help a person reflect on the other person's perspective to foster understanding, curiosity, and to realize that the other party may have different but valid viewpoints and needs.
What is the third attitude mentioned for conflict management?
-The third attitude is to help the person realize that their actions or inactions may have contributed to the conflict, encouraging them to see their part in the problem.
How does the speaker suggest stimulating a person to think about the possibility of talking to the other person involved in the conflict?
-The speaker suggests stimulating the person to think about the other person's thoughts, feelings, and needs to construct a solution together, which can lead to a desire for a conversation to better understand the other's point of view.
What is the final step in the speaker's suggested process for conflict resolution?
-The final step is to encourage the individuals to have a conversation together, especially if they are ready, and as a leader, to facilitate this conversation to resolve the conflict.
How does the speaker's view on conflicts have evolved over the years?
-The speaker's view on conflicts has evolved from wanting to win at all costs to understanding and practicing conflict management techniques, making it easier to handle such situations.
What role does the speaker play in teaching conflict management in a distance learning experience?
-The speaker teaches a step-by-step guide on how to manage conflicts and demonstrates it in real-life situations as part of a distance learning experience.
What is the significance of the speaker's experience in leading teams and how does it relate to conflict management?
-The speaker's experience in leading teams was initially challenging when dealing with conflicts, but over time, they learned and applied conflict management techniques, which improved their leadership skills.
How does the speaker emphasize the importance of understanding and managing conflicts in a team setting?
-The speaker emphasizes the importance by sharing personal experiences, teaching conflict management steps, and demonstrating its application in team settings, showing its relevance in contemporary team dynamics.

Outlines

00:00

🤝 Conflict Resolution Strategies

This paragraph discusses the evolution of the speaker's approach to conflict resolution. Initially, the speaker aimed to win conflicts by arguing and trying to dismantle the opposing view, which often escalated the situation. Later, as a team leader, they struggled with managing conflicts effectively. Through courses on conflict management and reading, they learned and practiced four key attitudes to facilitate conflict resolution: creating a safe environment for understanding, helping individuals reflect on the other person's perspective, recognizing one's contribution to the conflict, and encouraging open conversation to build a joint solution. The speaker emphasizes the importance of these steps in resolving conflicts more efficiently.

05:00

📚 Conflict Management in Modern Teams

The speaker mentions an online course (EAD) on conflict management, which includes a step-by-step guide on handling conflicts. They also reference a real-life scenario where these conflict resolution strategies are applied to resolve issues between team members. The paragraph concludes with an invitation to learn more about these strategies in an upcoming session, highlighting the speaker's commitment to sharing knowledge and improving team dynamics.

Mindmap

Keywords

💡Conflict

Conflict refers to a situation where there is a disagreement or opposition between two or more parties. In the video's theme, conflict is presented as an opportunity for learning and development. The speaker reflects on their initial approach to conflict, which was to win and argue, but later learned to manage it more effectively. The script mentions that conflicts can arise from different perspectives and needs, and managing them is a key part of the video's message.

💡Reflection

Reflection is the process of thinking deeply about a situation or issue. The video emphasizes the importance of reflection in understanding different perspectives in a conflict. It is used as a tool to help individuals recognize their part in the conflict and to consider the viewpoints of others, which is crucial for resolving disagreements.

💡Leadership

Leadership is the action of leading a group of people or an organization. In the context of the video, the speaker talks about their experience as a leader in managing team conflicts. Initially, they were unsure how to handle conflicts, but through learning and practice, they became more assertive and effective in resolving issues within their team.

💡Understanding

Understanding is the ability to comprehend the viewpoints, feelings, or situations of others. The video script highlights the importance of creating an environment where individuals feel understood. This is achieved by asking questions and listening to how they perceive the situation, which is fundamental in conflict resolution.

💡Perspective

Perspective refers to a particular way of regarding a situation or topic, especially in relation to one's point of view. The video encourages individuals to consider the perspective of the other party in a conflict. This involves recognizing that there are multiple valid viewpoints and understanding how the other person sees and feels about the situation.

💡Participation

Participation in this context means being involved in the creation of a situation, particularly a conflict. The video script suggests that individuals should reflect on their actions or inactions that contributed to the conflict. Recognizing one's role in the problem is an important step towards becoming part of the solution.

💡Communication

Communication is the process of exchanging information, ideas, or feelings. The video script discusses the importance of communication in resolving conflicts, suggesting that individuals should be encouraged to talk with the other party to understand their thoughts and needs. Effective communication is key to finding a joint solution to the conflict.

💡Solution

A solution is a way of resolving a problem. In the video, the speaker talks about constructing a solution in collaboration with the other party involved in the conflict. This involves understanding their perspective and needs and working together to find a resolution that satisfies all parties.

💡Assertiveness

Assertiveness is the ability to express one's thoughts, feelings, and beliefs in an open, honest, and appropriate way. The video script mentions that the speaker learned to be more assertive when resolving conflicts, which means standing up for oneself while also respecting the rights of others.

💡Curiosity

Curiosity is a strong desire to know or learn something. The video encourages individuals to develop curiosity about the other person's perspective during a conflict. This can lead to a better understanding and a more open-minded approach to finding a resolution.

💡EAD (Distance Learning)

EAD stands for 'Ensino a Distância' in Portuguese, which translates to 'Distance Learning' in English. The video script mentions that conflict management is part of a distance learning course, indicating that the topic is not only relevant in personal development but also in formal education settings.

Highlights

Conflicts are opportunities for learning and development.

In the past, the speaker viewed conflicts as a need to win, often leading to increased conflict.

Initially, the speaker struggled with conflict resolution due to lack of authority or information.

As a team leader, the speaker learned to manage conflicts more effectively over time.

The speaker shares four attitudes for effective conflict management.

First attitude: Create an environment where the person feels understood by asking questions about their perspective and feelings.

Second attitude: Help the person reflect on the other person's perspective to understand their truth and needs.

Third attitude: Assist the person in realizing their role in creating the conflict, whether by action or inaction.

Fourth attitude: Encourage the person to consider talking to the other party to understand their viewpoint and needs.

When both parties are ready, facilitate a joint conversation to construct a solution together.

Conflict management is a key part of an online course on contemporary team management.

The speaker teaches step-by-step conflict management and demonstrates it in real situations.

Understanding and applying these attitudes can significantly ease the process of conflict resolution.

The speaker emphasizes the importance of empathy and understanding in resolving conflicts.

Reflecting on one's actions and their impact on the conflict is crucial for finding a resolution.

The speaker's personal growth in conflict management is highlighted through their leadership experiences.

The speaker's approach to conflict management has evolved from a win-lose mentality to a collaborative one.

The speaker invites the audience to engage with the content and apply these attitudes in their own lives.