Conflict Resolution

Doug BrownApril 9, 2014

What is Conflict?• “Webster’s” opinion• What does conflict mean to you?• Why is there conflict?• What was the first

recorded conflict?

Why Should We Resolve It?

• What is conflict resolution?• Why can’t we just ignore conflict (or can we)?

What Kind of Conflicts Do We Havein Public Works?*

• Identify, discuss and share…– Most common source/type of conflict– Most unusual conflict– Most humorous conflict (if there is such a thing)– Conflict between:

• Employees• Supervisors and Employees• Employees and Citizens• One department to another• Spouses• Parents and children• Countries• Etc

*it occurs outside work, as well

How Do You (We) Manage It?

• Conflict Management Styles Questionnaire (handout)

• Group Discussion

Conflict Tool #1:Selecting the Best Conflict Style

• Use diagram (Relationship vs Outcome)– How important is this relationship?– How important is it that your desired outcome prevails?

Conflict Tool #2:Leading Collaborative Conflict

• When would we use this approach?• 5-Step Process

(1) Establish your positive intentions(2) Ask for input(3) Advocate for your own perspective or needs(4) Generate alternatives and agreements(5) Confirm the path forward

Conflict Tool #2: Using Compete

• When would we use this approach?• 6-Step Process

(1) State positive intention(2) Follow with empathy(3) Clearly and assertively state the required outcome(4) Confirm understanding(5) Offer support (if appropriate)(6) End on a positive note (if appropriate)

What It Looks Like in Practice

• Small Group Discussion– Select one of the conflicts you’ve identified

• Use the Collaborative Style• Use the Competing Style

• Report out

Going Forward:“Calming the Caveman”

• 6 Tips (handout)Tip 1 – Watch for early warning signsTip 2 – Breathe!Tip 3 – Use the power of the pauseTip 4 – Listen to your storiesTip 5 – Watch your mouthTip 6 – Know when to walk away

Wrapping Up

• Conflicts– They will occur – don’t need to look for them– They can lead to better relationships…