Upload
valerian-mendonca
View
227
Download
0
Embed Size (px)
Citation preview
8/4/2019 Conflict Resolution Vally
1/30
Dont be afraid of opposition.
Remember, a kite rises against,
Not with, the wind.~Hamilton Mabie
CONFLICT IS GOOD
8/4/2019 Conflict Resolution Vally
2/30
Why Conflict is Important Keeps the organization vibrant
Status quo is insufficient
Can react to change Keeps group thinking for itself
Produces better solutions
Win-win solution
Guide team instead of micromanage
Increases the organizations ROI
8/4/2019 Conflict Resolution Vally
3/30
Conflict Resolution ProcessGuiding principles:
Must be constructive and with a plan to avoid getting
pulled into an argument Combined effort of people from differing experiences
produces better results
Must be open to others differences and opinions
8/4/2019 Conflict Resolution Vally
4/30
Set the Scene Environment
Audience/participants
Acknowledge the
conflict
If needed, take amoment to restore
emotional levels, thenregroup
8/4/2019 Conflict Resolution Vally
5/30
8/4/2019 Conflict Resolution Vally
6/30
Gather Information
Active listening to others view
Restate
Paraphrase
Summarize
Identify issues clearly and concisely
Use I statements
Remain Flexible Clarify feelings
8/4/2019 Conflict Resolution Vally
7/30
Agree
Find a common perception of the problem
Understand the others point of view
Why they feel the way they do Needs, goals, interests can affect perception
8/4/2019 Conflict Resolution Vally
8/30
Brainstorm solutions
As a group
Generate fair input
Be open to all ideas Consider things you hadnt thought of before
Wait to discuss ideas until brainstorming is done toencourage participation
8/4/2019 Conflict Resolution Vally
9/30
Negotiate a Solution
Mutual solution may already be clear
If solution has not surfaced, seek resolution with a
win-win negotiation situation = what can we do so allparties walk away happy?
8/4/2019 Conflict Resolution Vally
10/30
8/4/2019 Conflict Resolution Vally
11/30
Positive Conflict Helps people understand what others feel is
important to them
Clarifies and defines issues and values
Aids a team in knowing what is really important andbuilds a sense of mutual respect
Confrontation can lead to better ideas
Can be the start of defining adjusted or new roles and
goals which are more satisfactory to everyone
8/4/2019 Conflict Resolution Vally
12/30
Negative Conflict Interrupts normal relations between individuals
and teams
Provokes hurt
Causes loss of self-respect, or respect for others
Takes time and energy of everyone involved Causes confusion, insecurity, hostility, distrust,
alienation
Causes stress
8/4/2019 Conflict Resolution Vally
13/30
Perception: What Do You See?
Artist: W.E. Hill
8/4/2019 Conflict Resolution Vally
14/30
:Compromising
What Happens:
Negotiation with give and take of each party
Solution is somewhere in the middle
Appropriate to Use When: Individuals are committed to the process
Willing to give enough to make solution work
Confidence that a solution can be reached
Inappropriate to Use When: Individuals not willing to give in a little
Original positions are too far from the middle
Parties dont believe in negotiating
8/4/2019 Conflict Resolution Vally
15/30
Denial/Avoiding
What Happens: Nothing is said; no effort to talk Unsure of what to do Fearful of what might happen No commitment to improve the relationship
Appropriate to Use When: Issue is not very important Emotions too strong or timing not right Need to gather more information
Inappropriate to Use When: Issue is really important Not resolving will escalate and make it worse, or more difficult
to resolve later on
8/4/2019 Conflict Resolution Vally
16/30
8/4/2019 Conflict Resolution Vally
17/30
Conflict Handling Style: Power/Competing
What Happens:
Relies on authority that comes from ones position
Appropriate to Use When:
Individuals unable to settle themselves
Speed is of the essence
Inappropriate to Use When:
When those in conflict have no opportunity to expresstheir needs or fulfill their self-interest
Parties may not be committed to act on a dictatedsolution
8/4/2019 Conflict Resolution Vally
18/30
8/4/2019 Conflict Resolution Vally
19/30
Feedback Model
CARE Feedback
Clearly describe behavior
Address reactions to behavior Realistic expectations shared
Expected result identified
8/4/2019 Conflict Resolution Vally
20/30
Example Using CARE Model:Let someone know how helpful theyve been meeting a
difficult deadline.
Clearly describe behavior
Sonam, Im very grateful for the extra time you put in last weekto finish coding the statements for our project.
Address reactions to the behavior
You not only saved everyone time and prevented confusion, yourmethodical approach is also easy for everyone to grasp
Realistic expectations shared
I know I can count on you in the future.
Expected resultsIll keep my eyes open for other opportunities for you to shine!
8/4/2019 Conflict Resolution Vally
21/30
Example Using CARE Model:Let Ashish know he missed an opportunity to win over an
upset customer.
Clearly describe behavior
Ashish, Id like to share a way you can handle an angry customer byparaphrasing what he said right at the beginning of the call.
Address reactions to the behavior
This will let your customer know youve heard his concern and care abouthim
Realistic expectations shared
You could say something like, Mr. Jones, I can appreciate how upset youare about xxx not arriving on time.
Expected results
Ill e-mail you several words to use when paraphrasing. Try them duringyour calls today, and Ill check back with you tomorrow to see how itsgoing.
8/4/2019 Conflict Resolution Vally
22/30
Practice Example: Worksheet
Use the CARE Model to let someone know they used the wrong screens in thesystem, and gave out inaccurate info.
Clearly describe behavior
Address reactions to the behavior
Realistic expectations shared
Expected results
8/4/2019 Conflict Resolution Vally
23/30
Practice: Possible Answer
Clearly describe behaviorI just observed your last call and Id like to give you the correct
process to follow for shipping xyz product. Address reactions to the behavior
Youve put the customer address in the wrong screen, so shippingwill not have the correct information, and the customer will be
upset when they dont receive xyz. Realistic expectations shared
Let me show you now the process and well correct the informationfrom your last call, and show you in the knowledge base where tocheck the process the next time.
Expected resultsPlease print out the process from the knowledge base, and go
through your other records to be sure youve put in the informationcorrectly. Gretchen on your team can help you immediately if yourun into any problems.
8/4/2019 Conflict Resolution Vally
24/30
8/4/2019 Conflict Resolution Vally
25/30
Self-Mediation Technique
Find a Time to Talk
Plan the Context
Talk it Out
Make a Deal
8/4/2019 Conflict Resolution Vally
26/30
Find a Time to Talk
Ask
When can wemeet to discuss our
opinions? Identify specificallywhat you want totalk about
Respectfullyrequest time
Jo, do you have a minute
to talk about our earlier
conversation about the work
I did for the team? Imuncomfortable with not
understanding what you
found unacceptable. Are
you willing to meet to talkabout this so we can reach
an agreement for future
work?
8/4/2019 Conflict Resolution Vally
27/30
Plan the Context
Open with an expressionof appreciation andoptimism
Agree on cardinal rules No interruptions
Agree on stop time
No power or force forone sided solution
State issue
I appreciate your
willingness to meet
with me to talk thisout. Im hopeful well
have a solution that
will benefit both of
us. Please tell me
how you see the work
I did wasnt
complete.
8/4/2019 Conflict Resolution Vally
28/30
Talk It Out
Restate to clarify what youheard from the otherperson
Ask Questions to Clarify Non-judgmental tone
Check in for accuracy?
What I hear you
say is that youre
concerned I didntinclude opinions
of our part time
staff in the survey.
Is that correct?
8/4/2019 Conflict Resolution Vally
29/30
Make a Deal
Possible Alternatives
What I will do
What you will do
Okay, so Ill repeat the
survey for the part time staff.
You will get me a list of theirnames, including third shift,
by tomorrow. Ill share the
results at our next results
meeting on the 25th.
8/4/2019 Conflict Resolution Vally
30/30
Expressing Feelings and Listening
Express Feelings with IMessages:
I feel
I am upset by
I do not like it when
Express What You Want I want you to
I wish you would
Express Appreciation of
I appreciate your position
I imagine you feel
Express What Heard BeforeRespond
I understand.
I heard you say
Express what will do..
I can
I will
I plan to.