UNDERSTANDING

CONFLICT RESOLUTION
LEVEL 3 PROJECT
TABLE OF CONTENTS

2 Introduction

3 Your Assignment

4 Assess Your Skills

5 Competencies

5 Conflict Resolution

5 Knowing When to Intervene

6 Causes of Conflict

7 Mediating Conflict Resolution

9 Review and Apply

10 Complete Your Assignment

11 Resources

TOASTMASTERS INTERNATIONAL
www.toastmasters.org

© 2016 Toastmasters International. All rights reserved.

Toastmasters International, the Toastmasters International logo, and all other
Toastmasters International trademarks and copyrights are the sole property
of Toastmasters International and may be used only with permission.

Rev. 11/2016 Item 8315

 INTRODUCTION

In Toastmasters, as well as your personal life, you may find that people do not
always agree. When conflict arises due to misunderstandings or varying points of
view, you may need to address and resolve it. Using effective conflict resolution
techniques can help you develop your interpersonal and management skills.

In this project, you will learn how to identify and explain conflict resolution
techniques and place value on other points of view. You will practice positive
interaction techniques, recognize an appropriate point to intervene in a conflict
between others, and employ active listening to facilitate conflict resolution within
a team.

Page 2 UNDERSTANDING CONFLICT RESOLUTION

YOUR ASSIGNMENT

Purpose: The purpose of this project is to develop or enhance your For all
understanding of the steps and strategies to address conflict. assignment
Overview: Complete the conflict resolution video activity in the project. Prepare
details and
a 5- to 7-minute speech to discuss how you manage conflict, how you can requirements,
develop a stronger strategy, and your best attributes in a conflict situation. You review the
may also share the impact of the video activity. Your speech may be humorous, Project Checklist
informational, or any style that appeals to you. This project is not a report on or a on page 11.
critique of the content of this project.

Throughout this project you will see icons in the margins next to the text.
These icons indicate additional resources available online.

Video: Sign in to Base Camp to watch a video that supports

this project.

Interactive Activity: Sign in to Base Camp to complete an

interactive activity.

Resource: Sign in to Base Camp to view this resource

online.

UNDERSTANDING CONFLICT RESOLUTION Page 3

ASSESS YOUR SKILLS

Evaluate your current skill level by rating each statement.

Select the appropriate number based on your skills today:

5 4 3 2 1
EXEMPLARY EXCEL ACCOMPLISHED EMERGING DEVELOPING

Pre-Project Statement Post-Project

5 4 3 2 1 I am able to employ conflict resolution techniques. 5 4 3 2 1

5 4 3 2 1 I can identify and place value on others’ points of view. 5 4 3 2 1

I practice positive engagement and interaction
5 4 3 2 1 techniques. 5 4 3 2 1

5 4 3 2 1 I am confident when mediating a conflict. 5 4 3 2 1

I recognize how this project applies to my life
5 4 3 2 1 outside of Toastmasters. 5 4 3 2 1

Page 4 UNDERSTANDING CONFLICT RESOLUTION

COMPETENCIES

The following is a list of competencies that

you will learn and practice in this project.
■■ Identify and explain conflict resolution techniques.
■■ Place value on other points of view.
■■ Practice positive interaction techniques.
■■ Recognize an appropriate point to intervene in a conflict between others.
■■ Employ active listening to facilitate conflict resolution.

CONFLICT RESOLUTION

Conflict can be defined as a disagreement or disharmony between individuals or

groups. Conflict is often inevitable and if not resolved, can escalate and worsen
any situation. However, if managed well, conflict can be an opportunity to
improve relationships and strengthen organizations.

KNOWING WHEN TO INTERVENE

One of the greatest challenges facing any leader is identifying the most effective
point of intervention in a conflict between team members. There is value in
allowing team members to resolve differences their way, without a leader’s
intervention, but there are times when outside guidance is required.

For most leaders, the time to intervene is:

■■ When a project stops progressing successfully due to conflict between team

members.

■■ When two or more team members are unable to communicate productively.

■■ When one or more team members requests help to help resolve a conflict.

UNDERSTANDING CONFLICT RESOLUTION Page 5

 CAUSES OF CONFLICT

Conflict can arise for many reasons. You can prepare to resolve it by first
understanding some of the common causes of conflict.

Misunderstanding
Misunderstandings occur when one or more parties don’t have all the vital pieces
of information or fail to comprehend what the other party wants to convey.

Conflicting Styles
Diverse styles of communication, time, and stress management can often cause conflict.

Varying Points of View

Conflict can occur when there are value differences, opposing attitudes, and
contradictory perspectives.

Situational Challenges
Conflict can arise from situations beyond the control of those involved. Examples of
these challenges may be loss of resources or delays created by external influences.

Page 6 UNDERSTANDING CONFLICT RESOLUTION

MEDIATING CONFLICT RESOLUTION

You may find yourself in situations that require you to mediate or facilitate conflict
resolution between others. There are several steps you can take to effectively
mediate the resolution of a conflict.

IDENTIFY THE CONFLICT

Invite all parties involved to meet with you to work through the conflict. Establish the
interests of all parties by asking them to clearly state their needs and concerns. Ask
questions objectively to increase understanding and ultimately, to resolve the conflict.

ACTIVELY LISTEN
Active listening is essential to conflict resolution. When people are sharing
information, avoid interrupting and remind others to do the same. Ensure you
understand everyone’s positions and perceptions by restating, paraphrasing, and
summarizing their statements when appropriate.

■■ Try to identify areas of agreement. Look for common goals, interests, and values.
■■ Identify areas of disagreement. Make sure to deal only with the present situation.
■■ Encourage parties to speak in “I” messages and avoid accusation or
generalization about people with opposing views.

■■ Finally, stay focused on the issues. Narrow the scope of the conversation if
people are beginning to go off topic.

UNDERSTANDING CONFLICT RESOLUTION Page 7

 NEGOTIATE SOLUTIONS
Brainstorm possible solutions to the conflict and consider all options. People are
more satisfied with the outcome when they played a part in generating
the solution.

EMPATHIZE
Diverse underlying needs and goals can cause people to perceive problems very
differently. Consider everyone’s perspectives to better appreciate their varied
positions. With a greater understanding, you may help each side explain their
interests to each other.

Ask each party to think about the others’ interests and positions to increase
understanding and awareness. Individuals are more likely to work together toward
a mutual goal when they know and trust each other.

THE BEST POSSIBLE RESULT

The goal of conflict resolution is to solve an organizational or personal issue. This
is achieved when all parties are in agreement at the end of the process. Once a
decision has been made, encourage all parties to accept the outcome and focus
on the future.

The most effective way to understand conflict resolution strategies and how they
work for you is to try them when conflict arises in your relationships. To practice
finding a solution to a conflict, log in to Base Camp to complete the video activity
included in this project. The exercise is designed to help you see the impact of
different conflict resolution strategies. During this activity, you will watch short
videos and make choices that either resolve or escalate a conflict between
coworkers.

Before you make your selections, think carefully about resolving the challenge
without creating greater conflict. For the most effective outcome, focus on the
challenges faced by the members of the group, not the decision they are trying to
make.

When you have finished, take time to make a few notes about your experience.
You may choose to share some or all of your experience in your 5- to 7-minute
speech to your club.

Page 8 UNDERSTANDING CONFLICT RESOLUTION

REVIEW AND APPLY

Before you complete the assignment, take a moment to read through the
questions you see here. If you are not able to answer them comfortably, review
the project.

■■ What are some areas in which you can practice your conflict resolution skills?
■■ What strategies can you use to better understand a conflict before trying to
resolve it?

■■ How does it help to be empathetic when resolving conflicts?

■■ How do you recognize the effective point at which to intervene in a conflict
between others?

UNDERSTANDING CONFLICT RESOLUTION Page 9

 COMPLETE YOUR ASSIGNMENT

Now that you have read through the project, plan and prepare your speech
or report.

Review: Return to page 3 to review your assignment.

Organize: Use the Project Checklist on page 11 to review the steps and add your
own. This will help you organize and prepare your assignment.

Schedule: Work with the vice president education to schedule your speech.

Prepare: Prepare for your evaluation. Review the evaluation resources on pages
13–15 and share all resources with your evaluator before your speech. You may
choose to share your evaluation resources online.

Page 10 UNDERSTANDING CONFLICT RESOLUTION

 PROJECT CHECKLIST
Understanding Conflict Resolution

Purpose: The purpose of this project is to develop or enhance your understanding of the steps and strategies to
address conflict.

Overview: Complete the conflict resolution video activity in the project. Prepare a 5- to 7-minute speech to discuss
how you manage conflict, how you can develop a stronger strategy, and your best attributes in a conflict situation.
You may also share the impact of the video activity. Your speech may be humorous, informational, or any style that
appeals to you. This project is not a report on or a critique of the content of this project.

This project includes:

■ A conflict resolution video activity
■ A 5- to 7-minute speech
Below are tasks you will need to complete for this project. Please remember, your project is unique to you. You may
alter the following list to incorporate any other tasks necessary for your project.

Complete the conflict resolution scenario activity in the project online.

Record your results. Be sure to track all of your outcomes, even if you chose to complete the
activity a second or third time to reach your desired result.

Schedule your report with the vice president education.

Write your 5- to 7-minute speech.

UNDERSTANDING CONFLICT RESOLUTION Page 11

Page 1 of 2
 PROJECT CHECKLIST – Understanding
PROJECT CHECKLIST
Conflict Resolution– Understanding Conflict Resolution

Rehearse your speech.

After you have completed all components of the assignment, including your speech, return to
page 4 to rate your skills in the post-project section.

Additional Notes

Page 12 UNDERSTANDING CONFLICT RESOLUTION

© 2016 Toastmasters International. All rights reserved. Toastmasters International, the Toastmasters International logo, and all
other Toastmasters International trademarks and copyrights are the sole property of Toastmasters International and may be Page 2 of 2
used only with permission. Rev. 11/2016 Item 8315C
 EVALUATION FORM
Understanding Conflict Resolution

Member Name Date

Evaluator Speech Length: 5 – 7 minutes

Speech Title

Purpose Statement
■ The purpose of this project is for the member to develop or enhance his or her understanding of the steps
and strategies to address conflict.
■ The purpose of this speech is for the member to share some aspect of his or her experience learning about
and/or resolving conflict.

Notes for the Evaluator

During the completion of this project, the member:
■ Reviewed or learned about resolving conflict
About this speech:
■ The member will deliver a well-organized speech.
■ The speech may be about the member’s experience with a conflict resolution activity in the project or it may
be on some other aspect of conflict resolution. The speech may be humorous, informational, or any other
style of the member’s choosing. It should not be a report on the content of the “Understanding Conflict
Resolution” project.

General Comments
You excelled at:

You may want to work on:

To challenge yourself:

UNDERSTANDING CONFLICT RESOLUTION Page 13

Page 1 of 3
 EVALUATION FORM – Understanding
EVALUATION FORM – Understanding Conflict Resolution
Conflict Resolution

For the evaluator: In addition to your verbal evaluation, please complete this form.

5 4 3 2 1
EXEMPLARY EXCELS ACCOMPLISHED EMERGING DEVELOPING

Clarity: Spoken language is clear and is easily understood Comment:

5 4 3 2 1

Vocal Variety: Uses tone, speed, and volume as tools Comment:

5 4 3 2 1

Eye Contact: Effectively uses eye contact to engage audience Comment:

5 4 3 2 1

Gestures: Uses physical gestures effectively Comment:

5 4 3 2 1

Audience Awareness: Demonstrates awareness of audience engagement Comment:

and needs

5 4 3 2 1

Comfort Level: Appears comfortable with the audience Comment:

5 4 3 2 1

Interest: Engages audience with interesting, well-constructed content Comment:

5 4 3 2 1

Topic: Shares some aspect of his or her experience with conflict resolution* Comment:

5 4 3 2 1

Page 14 UNDERSTANDING CONFLICT RESOLUTION

Page 2 of 3
 EVALUATION CRITERIA
Understanding Conflict Resolution

This criteria lists the specific goals and expectations for the speech. Please review each level to help you complete
the evaluation.

Clarity 3 – Demonstrates awareness of audience

5 – Is an exemplary public speaker who is always engagement and needs
understood 2 – Audience engagement or awareness of audience
4 – Excels at communicating using the spoken word requires further practice
3 – Spoken language is clear and is easily understood 1 – Makes little or no attempt to engage audience or
meet audience needs
2 – Spoken language is somewhat unclear or
challenging to understand
Comfort Level
1 – Spoken language is unclear or not easily
5 – Appears completely self-assured with the
understood
audience
Vocal Variety 4 – Appears fully at ease with the audience
5 – Uses the tools of tone, speed, and volume 3 – Appears comfortable with the audience
to perfection 2 – Appears uncomfortable with the audience
4 – Excels at using tone, speed, and volume as tools 1 – Appears highly uncomfortable with the audience
3 – Uses tone, speed, and volume as tools
2 – Use of tone, speed, and volume requires
Interest
further practice 5 – Fully engages audience with exemplary, well-
constructed content
1 – Ineffective use of tone, speed, and volume
4 – Engages audience with highly compelling, well-
Eye Contact constructed content
5 – Uses eye contact to convey emotion and 3 – Engages audience with interesting, well-
elicit response constructed content
4 – Uses eye contact to gauge audience reaction 2 – Content is interesting but not well-constructed
and response or is well-constructed but not interesting
3 – Effectively uses eye contact to engage audience 1 – Content is neither interesting nor well-
constructed
2 – Eye contact with audience needs improvement
1 – Makes little or no eye contact with audience Topic
5 – Delivers an exemplary speech about some
Gestures aspect of his or her experience with conflict
5 – Fully integrates physical gestures with content to resolution*
deliver an exemplary speech 4 – Delivers a compelling speech about some aspect
4 – Uses physical gestures as a tool to enhance speech of his or her experience with conflict resolution*
3 – Uses physical gestures effectively 3 – Shares some aspect of his or her experience with
2 – Uses somewhat distracting or limited gestures conflict resolution*
1 – Uses very distracting gestures or no gestures 2 – Mentions some aspect of his or her experience
with conflict resolution but does not fully
Audience Awareness address*
5 – Engages audience completely and anticipates 1 – Does not speak about some aspect of his or her
audience needs experience with conflict resolution*
4 – Is fully aware of audience engagement/needs
and responds effectively *The speech may be based on a video activity in the project

UNDERSTANDING CONFLICT RESOLUTION Page 15

© 2016 Toastmasters International. All rights reserved. Toastmasters International, the Toastmasters International logo, and all
other Toastmasters International trademarks and copyrights are the sole property of Toastmasters International and may be Page 3 of 3
used only with permission. Rev. 11/2016 Item 8315E
www.toastmasters.org