Conflict Management: Utilizing Conflict Styles Strategically PowerPoint Presentation, PPT - DocSlides

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Slide1

Conflict Management:Utilizing Conflict Styles StrategicallyPresented by Mary Chavez Rudolph & Lisa Neale – ombuds office

July 26, 2012

Slide2

Today’s AgendaIntroduction/Ombuds OfficeConflict Management SkillsConflict is Inevitable

Personal / Professional

Process and/or Content

Conflict Styles –use in managing conflict

Conflict Scenarios – what would you do?

Summary: Conflict Management Skills

Slide3

The Ombuds OfficeWe Are:CONFIDENTIALWith the exception of imminent harm, we do not disclose any identifiable informationNEUTRAL

We are an impartial third-party

INFORMAL

We operate outside of any formal process/procedure

INDEPENDENT

We are not affiliated with any other entity on campus

Slide4

Conflict Management…

Word Association with “conflict”

In what areas in your life do you encounter conflict?

Slide5

Steps in Managing ConflictThink of a conflict you’ve had recently …

-use the handout provided as we progress through the slides

Slide6

Step 1: Managing EmotionHow did you feel in your last conflict?Mad, sad, confused, fearful?

What strategies do you use to manage your emotions?

Slide7

Step 2: Analyzing the ConflictThis may be difficult to do until you control emotion.Asking yourself questions helps control emotion.

Content / Process / Relationship

What are your goals?

Identify your options

Slide8

Content / Process / RelationshipJot down if you think your issue is primarily a content issue, a process issue, or both.Identify what is process and what is content.

Content: “What” are having conflict about?

Process: “How” are you treating each other when you discuss the issue? Are you communicating at all?

Relationship

Slide9

Goal / Intent / MotivationJot down your goals for this situation.Think: LONG TERM!

What is the ideal outcome of this situation?

Slide10

Identifying your Options: Conflict StylesJot down what you did of these options

a

This could be your preferred conflict style.

In your example conflict,

What did you do?

Give in?

Try to win?

Seek a compromise?

Try and understand the other person’s perspective?

Ignore or side-step issue?

Slide11

Assessing Your Conflict StyleMost people have one or two preferred stylesHelpful to know that you have other options and the option you choose should be dependent on the results you want to achieve

There is no right or wrong style

Slide12

Concern Competing Collaborating

for Self

(win/lose) (win/win)

Compromising

(win/win) (lose/lose)

Avoiding

Accommodating

(lose/lose

)

(

win/lose)

Concern for Others

Conflict Styles

Slide13

AVOIDINGHow do people act when using this style?Diplomatically side-step the issue, ignore, hide, procrastinate, deny there is a problem

When would you use this style?

When it isn’t important to you, not worth it to engage

When wouldn’t you use this style?

When the conflict continues, no one’s needs are being met

Slide14

ACCOMMODATINGWhat behaviors are present with this style?Smiling, listening, giving in, obeying, apologizing

When would you use this style?

It’s not that important to you, not necessary to understand other person’s interests

When wouldn’t you use this style?

A fast decision is needed, not a lot of commitment involved in the process

Slide15

COMPETINGHow do people act when using this style?Assert their position, debate, shout, interrupt, do not give in, possible physical contact/violence

When would you use this style?

Emergencies, when you are being taken advantage of/manipulated, when you really want to win

When wouldn’t you use this style?

When the relationship takes precedence over your winning

Slide16

COLLABORATINGHow do people act when using this style?Listen, identify interests, explore issue in depth, find ways to improve relationship

When would you use this style?

Long-term relationships, you have the time to commit to the process, you want a lot of buy-in, involvement

When wouldn’t you use this style?

Time factor, leadership is more important, situation does not require this process

Slide17

COMPROMISINGHow do people act when using this style?Make concessions, seek to split the difference, find happy medium

When would you use this style?

When you don’t have the time and energy, need for a fast solution, relationship isn’t that important

When wouldn’t you use this style?

When determining interests to enhance the relationship is more important than a quick solution

Slide18

When to use which style…How much time to do you have (i.e., does action need to be taken immediately?)What have you already tried?How important is the issue to you?

Is there a relationship?

Is there a possibility you are wrong?

Has this ever happened before?

Is there a difference in power?

Slide19

Manage Emotion / ThinkDetermine your GoalsDecide on a Strategy (conflict style)Separate Positions from Interests

Consider Timing and Setting

Ask Open-Ended Questions

Benefit of the Doubt

Active Listening

Reflect Emotion

“I“ Statements

Summary: Skills for Managing Conflict

Slide20

Positions and InterestsPositions are specific proposals or solutions that a party suggests to meet his/her interests or needs. A position is usually only one solution to a given problem. In many cases, that solution is satisfactory only

to the person suggesting it. Positions are often rigid and offer limited flexibility.

Slide21

Positions and Interests, cont.Interests are needs that a party wants to have satisfied. The most powerful interests are basic human needs: security

economic well-being

a

sense of

belonging

recognition

control

over one's

life

respect

Slide22

Scenario:A co-worker recently stopped friendly conversations with you. You are unsure why. Yesterday, this co-worker came into your office, slammed the door shut behind her, and began screaming at you for not completing an important report. After a few minutes of screaming, she left your office. What conflict styles have you used? What other options do you have at this point?

Slide23

Concern Competing Collaborating

for Self

(win/lose) (win/win)

Compromising

(win/win) (lose/lose)

Avoiding

Accommodating

(lose/lose

)

(

win/lose)

Concern for Others

Conflict Styles

Slide24

We Are Here to Help!The Ombuds Office is on both campuses:Anschutz – Building 500, Room 7005CDowntown – CU Denver Bldg, Room 107P

www.ucdenver.edu/ombuds

Slide25

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