Emotional Intelligence and Diversity Critical Role in Conflict Resolution Lee Gardenswartz PhD Anita Rowe PhD Emotional Intelligence and Diversity Institute Objectives Understand the role of Emotional Intelligence and Diversity in facilitating effective conflict ID: 616333
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Association of Conflict Resolution Professionals
Emotional Intelligence and Diversity: Critical Role in Conflict Resolution
Lee Gardenswartz, Ph.D.Anita Rowe, Ph.D.Emotional Intelligence and Diversity InstituteSlide2
Objectives• Understand the role of Emotional Intelligence and Diversity in facilitating effective conflict resolution
• Gain knowledge about the four components of Emotional Intelligence in resolving conflict across differences • Take away processes for developing Emotional Intelligence in yourself and your clients
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Think of times when you have been in conflict with someone.Recall the factors that enabled you to engage and work toward resolution
Recall factors that blocked engagement and progress toward resolution.What factors were involved in each case? -Conditions -Feelings -ResultsSlide4
UCLA BRAIN RESEARCH
“…the feeling of being excluded provoked the same sort of reaction in the brain that physical pain might cause.”Rock, David, “Managing with the Brain in Mind,” Strategy + Business
, Autumn 2009, Issue 56. Slide5
FOUR LAYERS OF DIVERSITY*
Internal Dimensions and External Dimensions are adapted from Marilyn Loden and Judy Rosener, Workforce America! (Business One Irwin, 1991)From
Diverse Teams at Work, Gardenswartz & Rowe (2nd Edition, SHRM, 2003)Slide6
WHAT PEOPLE NOTICE* Skin Color
Gender Age Appearance Facial Expressions
Eye Contact Movement Personal Space Touch* Elsea, Janet, The Four Minute Sell.Slide7
UCLA BRAIN RESEARCH
Naming emotions reduces emotional reaction in the amygdala.Lieberman,
Eisenberger, Crockett, Tom, Pfeifer and Way,“Putting Feelings Into Words: Affect Labeling Disrupts Amygdala Activity in Response to Stimuli,” Psychological Science, 18, 5, 2007. Slide8
FIVE STEPS TO EIDIDENTIFY
UNDERSTAND
MANAGECOMMUNICATE
APPLYSlide9
EMOTIONAL INTELLIGENCE AND DIVERSITYSlide10
EID Questionnaire Strength How do you bring this to your Forums? What is the impact?
Area for Development How can you develop this aspect? How would this help Forum interactions? Slide11
AFFIRMATIVE INTROSPECTION
Knowing what makes me tick
Being comfortable in my own skin Being in tune with my own biases and hot buttonsSlide12
THE INTROSPECTIVE PROCESS
THE EVENT THE IMPORTANCE/RELEVANCE
THE IMPACT (DIFFERENT LEVELS) THE FEELINGS THE LEARNINGSSlide13
SELF-GOVERNANCE
Making ambiguity an ally
Being my own change master Getting in charge of self-talkSlide14
INTERCULTURAL LITERACY
Understanding the cultural whys
behind behavior Transcending my own perspective (empathy) Seeing the benefits and limitations of all normsSlide15
SOCIAL ARCHITECTING
Serving as a cultural interpreter
Communicating effectively and resolving conflicts in diverse settings Structuring synergistic and compelling environments Slide16
THE INTROSPECTIVE PROCESS
THE EVENT THE IMPORTANCE/RELEVANCE
THE IMPACT (DIFFERENT LEVELS) THE FEELINGS THE LEARNINGSSlide17
EMOTIONAL INTELLIGENCE AND DIVERSITYSlide18
AFFIRMATIVE INTROSPECTION
What are my biases and assumptions?What are my areas of comfort and discomfort in dealing with differences?Slide19
SELF-GOVERNANCE
What is my self-talk when I am dealing with differences? How do I manage the discomfort of ambiguity when confronted with conflict and differences?Slide20
INTERCULTURAL LITERACY
What else could this mean? How can I transcend my position and walk in the other person’s shoes?Slide21
SOCIAL ARCHITECTING
How can I adjust my communication to be more effective?
How can I reach out and make a connection and build trust?Slide22
What EID approaches can you apply be even more effective in helping others resolve conflict?