Agenda Introductions Conflict Resolution Exercise Activity Conflict Management amp Group Think Underlying FactorsHandling Common Conflicts ThomasKilmann Conflict Mode Instrument General ID: 1030283
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1. Conflict Management Strategies
2. AgendaIntroductionsConflict Resolution Exercise ActivityConflict Management & Group ThinkUnderlying Factors/Handling Common ConflictsThomas-Kilmann Conflict Mode InstrumentGeneral Tips for Preventing and Managing Conflicts with StudentsFinal Thoughts/Action Plan
3. 4 Word Build ActivityObservations about final words selectedHow did you come to the decisions in your group(s) with regard to which ones to keep or drop?Were you passive in one group and more active in another?Any new insights into the original word (post activity)What did you learn from the exercise?
4. Conflict Management
5. The Truth about ConflictConflict is inevitable; however the results of conflict are not predetermined.Conflict might escalate and lead to nonproductive results, or conflict can be beneficially resolved and lead to high quality results.
6. Interactions that may cause conflictYou/Student You/Student EmployeeYou/Set of StudentsYou/Parent/StudentYou/Supervisor (connected to student issue)You/Employee (connected to student issue)Any that I missed???
7. Why is Conflict Needed?Helps raise and address problems – it can be a productive change agentHelps people learn how to recognize and benefit from differencesHelps avoid “Group Think”4 Vertical Lines ExampleWhat are some negative effects of “Group Think”?
8. Group Think Among StudentsDispelling Group ThinkGrowth comes through conflictGroup Think Among ColleaguesWorking with students with a “history”How you handle the conflict
9. When does Conflict become a problem?When it:Hampers productivityLowers moraleCauses more and continued conflictsCauses inappropriate behaviors
10. Underlying Factors/Handling Common Conflicts Common underlying factors with conflict when working with students Personality differencesHeightened EmotionsLanguage barriersAge DifferencesDifferent energy levelsDifferent opinionsPractical challengesWhat are some ways to deal with these common conflicts?
11. Thomas-Kilmann Conflict Mode InstrumentDeveloped by Ken Thomas, PhD and Ralph Kilmann, PhD, both professors of management at the University of Pittsburgh. It has become the leading measure of conflict-handling modes, backed up by hundreds of research studies and selling over four million copies.Two basic dimensions of behavior (assertive and cooperative) define five different modes for responding to conflict situations.
12. Avoiding Neither pursuing your own concerns nor those of the other individual (not dealing with the conflict) Examples: Diplomatically sidestepping an issue, postponing an issue until a better time, or simply withdrawing from an intimidating situation.Advantages: Effective when an issue is trivial or when you perceive no chance of satisfying your concernsEffective when the potential costs of confronting a conflict outweigh the benefits of its resolutionWhen gathering more information outweighs the advantages of an immediate decision Allows involved parties to cool down May allow others to resolve conflict more effectively on their ownDisadvantages: Hoping issues will resolve themselves is not a good long term strategy in some situationsOthers may develop a perception that you fear conflict, are not in control, or indecisiveCan cause long term damage with student relationships
13. Overuse/Underuse of AvoidingOveruse could result in:Lack of input from youDecisions on important issues getting made by defaultFestering issuesAn atmosphere of “walking on eggshells” developingSigns of Underuse:Do you sometimes find yourself hurting people’s feelings or stirring up hostilities? Do you sometimes feel overwhelmed by a number of issues? Avoiding Example Clip from Office Space - “The Glitch”
14. AccommodatingGiving ground as a way of maintaining harmony Advantages: Time saver/Effective for meeting deadlines Helps avoid any unnecessary argument/tensionMay be useful when harmony and stability are more important than the subject at handEffective when you realize that you are wrong – to allow a better solution to be considered, to learn from others, and to show that you are reasonable Disadvantages: Concern for others overrides concern for self and empowers others to control the situationMay lead to power struggles
15. Overuse/Underuse of AccommodatingOveruse could:Work against your own goals and objectivesCause your ideas to receive minimal attention Be harmful to the relationship if staff member always gives in and the student always gets their wayLead to frustration for youSigns of Underuse:Having trouble building goodwillBeing viewed as unreasonableHaving trouble admitting when one is wrong Failing to recognize legitimate exceptions to the rules Refusing to give up
16. Competing The only way for one party to reach its goals is to overcome the other; acting in an assertive way to achieve your goals, without seeking to cooperate with the other party; Advantages: Effective when quick, decisive action is necessary Effective when dealing with important issues where unpopular actions need implementingExamples: cost cutting, discipline, enforcing unpopular rules Disadvantages: May generate ill will that is costly and unpleasant; students whose needs are ignored are likely to resent their faculty/staff and act in ways that cost the university.
17. Overuse/Underuse of CompetingOveruse could result in:Lack of feedbackReduced learningLow empowermentSurrounded by “yes” peopleDecrease in engagementOthers afraid to admit ignorance and uncertainties to youSigns of Underuse: Feeling powerless in situationsHaving trouble taking a firm stand, even when it seems necessary
18. Compromising Each party sacrifices something he/she is seeking to gain agreement; neither party really achieves what they want, but agree to meet in the middle, often due to time constraints; Advantages: It’s cooperative, recognizing that both parties must agree to resolve a conflict Disadvantage: It’s self-centered since the parties act in their self interest to get the best possible deal
19. Overuse/Underuse of CompromisingSigns of overuse: Do you concentrate so heavily on the practicalities and tactics of compromise that you sometimes lose sight of larger issues? Does an emphasis on bargaining create a cynical climate of gamesmanship? Signs of underuse: Do you sometimes find yourself too sensitive or uncomfortable to engage in the give-and-take of bargaining? Do you sometimes find it difficult to make concessions?
20. CollaboratingWorking together to resolve conflicts; where you break free of the “win-lose” paradigm and seek the “win-win” Advantages: Benefits are clear; not only can the issue at hand be resolved, but the relationship between parties is improved Effective when you need to find an integrative solution and the concerns of both parties are too important to be compromisedEffective when your objective is to learn and you wish to test your assumptions and understand others’ viewsEffective when you want to merge insights from people with different perspectives on a problem Disadvantages: Takes time and a mutually satisfactory outcome isn’t always possible
21. Overuse/Underuse of CollaboratingSigns of overuse: Spending time discussing issues in depth that don’t seem to warrant itFailing to elicit collaborative responses from others.Signs of underuse: Is it difficult for you to see differences as opportunities for joint gain, learning, or problem solving? Are others uncommitted to your decisions or policies?
22. Thomas-Kilmann Conflict Mode Instrument
23. General Tips for Preventing and Managing Conflicts with Students
24. Tip 2: Practice objectivity, even if student has a “history”Tip 3: Get students out of the pinball machine that Rowan can beTip 4: Show an investment in students and parentsTip 5: Use active listeningTip 1: Think about what your office communicates.
25. Tip 7: Consult, consult, consultTip 8: Know when the issue is above your headTip 9: Don’t gossip about the conflict…especially when escalatingTip 10: Learn from both the conflict and the resolutionTip 6: Don’t take conflict personally
26. RecommendationsConflict is something we shouldn’t fear. It can improve performance and productivity when handled well. When conflict is resolved well, relationships and organizations generally improve overall. Remember that every conflict mode has value and is important. Focusing on desired outcomes and being mindful about the different conflict modes, enhances our ability to be better conflict managers.
27. Final Thoughts/Action PlanWhich concept(s) resonated the most with you? Which concept(s) do you think would be most beneficial for you to put into practice?How can they be implemented into your daily interactions?Studies show that after one day, people forget more than 70% of what was taught in training!Information in our memories can fade over time if not accessed enough.Don’t let the information go to waste!COURSE EVALUATIONS