Conflict Management Becoming more conflict competent… PowerPoint Presentation, PPT - DocSlides

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Slide1

Conflict Management Becoming more conflict competent…

Karen Gulliford, M.Ed., ACCMarch 2017

Slide2

Slide3

Today’s Objective

Realize the Impact of Workplace ConflictInterpret Personal Conflict BehaviorsDefine Constructive and Destructive Conflict Behaviors

Develop Constructive Conflict Management Strategies Plan for Future Conflict

Slide4

What are Sources and Type of Conflict?

Exercise #1In teams, discuss and write down all the sources of conflict in the workplace (with other employees, vendors, suppliers, and customers?)

In the next column, write down the type of conflict (what is it about?)Be prepared to report your answers

Slide5

What is Conflict?

“Any situation in which people have apparently incompatible goals, interests, principles or feelings”Task or Person related

Source: Center for Conflict Dynamics

Slide6

Negatives of Conflict

Decreases productivity

Leads to relevant information not being shared

Causes unpleasant emotional experience

Leads to environmental stress

Takes excessive time

Disrupts decision-making process

Destroys morale and trust

Leads to misallocation of resources

Slide7

Positives of Conflict

Increases motivation and creativity

Promotes healthy interactions and involvement

Improves problem-solving

Provides more spontaneity in communication

Increases understanding of others

Forces clarification of ideas more effectively

Allows feelings to be aired out

Strengthens a relationship when it is creatively resolved

Can increase productivity!

Slide8

Right Amount of Conflict

Too Much

Conflict

Appropriate

Level of

Conflict

Too Little

Conflict

High Stress

Mistrust

Suspicion

Physical Confrontation

Confusion

Aggressive Behavior

Healthy Collaboration

Problem Solving

Negotiation

Involvement

Accountability

Personal Growth

Assertive Behavior

No Creativity

No Problem Solving

Group Think

No Discussion

Passive-Aggressive Behavior

Silence

Mediocrity

Slide9

A Story of “Too Little Conflict”

9

Slide10

What is it Costing?

Exercise # 2: Costs of ConflictThink about current conflict situations you might be involved in. Brainstorm what the long-term effects are of this conflict.

What is the cost (tangible and intangible)?

Slide11

Conflict and Outcomes

The Process (Cognitive)How

WhatWhenWhyWhere

Focus on learning, collaboration, and resolution

The Person (Affective)

Personality Clash

Us vs. Them

Competing

Winning

Personal Interests

Focus on personal performance, being right

11

Slide12

Path of Conflict

Initiate Conflict

Adapted, Center for Conflict Dynamics

Slide13

Center for Conflict Dynamics - Behaviors

We need to become self-aware of our actual conflict behaviorsWe all have “HOT BUTTONS” that are triggeredWe use destructive and constructive behaviorsWe can develop better conflict management skills with confidence and practice

Slide14

Perspective Taking

Creating Solutions

Expressing EmotionsReaching

Out

Winning at All Costs

Displaying Anger

Demeaning Others

Retaliating

Reflective Thinking

Delay Responding

Adapting

Avoiding

Yielding

Hiding Emotions

Self Criticizing

Conflict Response Categories

Constructive

Destructive

Passive

Active

Slide15

Hot Buttons

UnreliableOverly-Analytical

UnappreciativeAloof

Micro-Managing

Self-Centered

Abrasive

Untrustworthy

Hostile

What are yours? You must practice “cooling” your hot buttons

Slide16

Part II: Management Strategies Let’s look at several ways to minimize the negative conflict

Slide17

Developed by Dr. Sherod Miller

Slide18

Specify the Problem:

____________________________

Adapted from Dr. Sherod Miller

Slide19

Inventing Options and Solutions

Separate people from problem

Common interests, not positions

Brainstorming and inventing

Understand your emotions and legitimize

the emotions of others

Everyone participates in the problem

Assume positive

Take a walk in their shoes

Clarify the problem before

looking for answers

Refrain from quick judgments and decisions

Listen actively

Look forward,

not backwards

Use objective criteria

Ask questions, seek to understand

Be hard on the problem, soft on the people

Invent agreements

Concepts from “Getting to Yes” Fisher and Ury

1

2

3

Slide20

Personal Strategies Summary

Treat everyone as a client (with respect, courtesy, concern and appreciation)

Cool down (delay responding)Slow down and reflect (listen and take perspective)

Disengage from destructive responses (anger, trying to win, avoiding…)

Engage constructive behaviors (express emotions, reach out, find solutions…)

Use questioning and

active listening

Get to know others

Slide21

Try Active ListeningExercise #4

Review the 5 statements on the Active Listening WorksheetDetermine the best response for active listening

Slide22

Teams in Conflict…

Listen firstPrevention: make agreements upfront, agree on outcomes, allow others to talk and have a partBuild good

relationships with others – including finding common interests and common ground

Take time outs

Ask good

questions

Slide23

Your Real – Life Case Studies

Exercise #5Now that we know more about sources of conflict, conflict responses, and creating options, let’s practice being

Conflict CompetentThink of a current, active conflict you are involved in with your “conflict partner” Individually, review the situation and come up with at least 2 approaches

Use your Constructive Strategies, Dr. Miller’s Wheel, and Fisher/Ury

Be prepared for large group discussion

Slide24

Conflict Competency Tips

Continue to be self-aware and reflective in any conflict situationResolution starts with youObtain more training in leadership and communicationPractice using opposite strategies of your natural tendency

Build confidence in confronting conflicts constructively Teach and coach others to use constructive strategies

Slide25

Building a Conflict Competency Road Map

Exercise #6Create a personal road map

for managing conflictBeing aware of your style and conflict tendencies will help you create new reactions and behaviors in the future, and help your team become more conflict competent!Review your responses with a new partner

Slide26

Ending Words to Live By

When I listen, people talkNothing can bring you peace but yourselfTLC – Think , Listen, Communicate

Feel the fear, and do it anywayTime out, not cop out

If I lose it, I lose

Slide27

Conflict Questions

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