Presented by Mary Chavez Rudolph amp Lisa Neale ombuds office July 26 2012 Todays Agenda IntroductionOmbuds Office Conflict Management Skills Conflict is Inevitable Personal Professional ID: 654157
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Conflict Management:Utilizing Conflict Styles StrategicallyPresented by Mary Chavez Rudolph & Lisa Neale – ombuds office
July 26, 2012Slide2
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 SkillsSlide3
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 campusSlide4
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 slidesSlide6
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 optionsSlide8
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?
RelationshipSlide9
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 styleSlide12
Concern Competing Collaborating
for Self
(win/lose) (win/win)
Compromising
(win/win) (lose/lose)
Avoiding
Accommodating
(lose/lose
)
(
win/lose)
Concern for Others
Conflict StylesSlide13
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 metSlide14
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 processSlide15
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 winningSlide16
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 processSlide17
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 solutionSlide18
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 ConflictSlide20
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
respectSlide22
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 StylesSlide24
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www.ucdenver.edu/ombuds