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8/14/2019 SUPER HUMAN Conflict-Resolution
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SUPER HUMAN
Conflict-ResolutionUnderstanding, Dealing With,and Preventing Conflict
presented by
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Which one fits your picture of conflict?
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Conflict, whether explicit or implicit, isone of the largest wastes in anyproject or business.
> 85% of workers experience conflict> Typically around 2.8 hours per week> Costs at least $359 billion annually
> Delaying or derailing importantprojects or company changes.
It Impacts Our Businesses/ClientsIt Impacts Our Businesses/Clients
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We’ll address three things today:
> Understanding the 3 phases of conflict> Tools for dealing with each phase> Proactive Ideas for preventing or
reducing conflict in groups/teams
OverviewOverview
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The greatest thing is,
at any moment, to bewilling to give up who weare in order to become
all that we can be.
Survive and Thrive - Schools│The EDGE Group│6
Max De Pree
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The 3 PhasesThe 3 Phasesof Conflictof Conflict
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Survive and Thrive - Schools│The EDGE Group│8
Conflict is like cancer.Left alone, it spreads, and makes healthy
systems/people/teams sick.
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> Differences exist and are noted.(Goals, needs, perspectives, values, methods, interests)
>People are still focused on issues.
> People remain rationale/considerate.> People exchange ideas and don’t
overprotect their positions.
> Suspicion has not set in.> People are focused on resolution.
Phase 1 – DynamicsPhase 1 – Dynamics
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> Value each individual; don’t brush off them off and assume “get over it.”
> Keep group direction and priority clear.
> Respond to complaints with fairness
and justice. Small misunderstandingsrarely go away on their own.
Phase 1 – ActionsPhase 1 – Actions
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> Uneasiness present because of perceived unfairness or hurt.
> Differences are accentuated as bad.
> Language becomes less specific.(“They always…” or “you can never…”)
> The opposition is depersonalized.
> People stop sharing information; takesides, and work against each other.
Phase 2 – DynamicsPhase 2 – Dynamics
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> Do not take a “wait and see” posture;
you will lose.> Acknowledge the problem directly withthe group/team.
> If necessary, invite a neutral mediator.
Phase 2 – ActionsPhase 2 – Actions
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> Get down! > Act quickly and do not be indecisive –
with issues or with people. At thisstage, people will tolerate modestmistakes more than indecision.
> Immediately get outside intervention.
Phase 3 – ActionsPhase 3 – Actions
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If at first you don’tsucceed, before you tryagain, stop to figure out
what went wrong.
Survive and Thrive - Schools│The EDGE Group│15
Leo Rosten
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PreventingPreventingConflictConflict
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> Test the waters before implementationor dogmatic proclamations.
> Work with individuals before groups;this will aid buy-in at the group level.
> Listen and respond to the resisters.
> Lead boldly.
PreventionPrevention
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How about something like this?
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Remember, growth isthe only evidence of life.
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Cardinal Newman
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888.650.EDGE (3343)[email protected]
Helping businesses createbetter teams and brighter futures.
www.imagenconsulting.org