Problem Solving Strategies in Conflict Resolution

1. Problem Solving Strategies in Conflict Resolution by Salahadin Khairo Presentation in memory of THE GREAT HARARI SOUL Amashna Pal-talk Room Friday, 20 November 2009 1:00PM (AEST) Harar Interest Advocacy Group International (HIAGI)

2. The Great Harari Souls Understanding and valuing differences Conflict resolution procedures Problem solving strategies Sources of conflict Dealing with difficult behaviours Critical thinking Power dynamics Steps to problem solving Measurement (SMART) Attitudes to change Elements of successful change Pressure Vision Capacity Actionable steps Models Reinforce and solidify Celebrating the change Part two: Outline Harar Interest Advocacy Group International (HIAGI)

3. THE GREAT HARARI SOULS Harar Interest Advocacy Group International (HIAGI)

4. THE GREAT HARARI SOULS Harar Interest Advocacy Group International (HIAGI)

5. THE GREAT HARARI SOULS Harar Interest Advocacy Group International (HIAGI)

6. THE GREAT HARARI SOULS Harar Interest Advocacy Group International (HIAGI)

7. Values & standards Discomfort Motives & facts confused Incidents Ask questions Misunderstanding/misinterpretation Tension Negatives and fixed positions Crisis Behaviour affected Level of Conflict and Their Impacts Harar Interest Advocacy Group International (HIAGI)

8. Understanding and valuing behavioural differences • The owl: positives (Negatives) • Introspective (fault finding) • Conscientious (over critical) • Systematic (defective) • Needs (concerns) • Correctness (critics) • High standard (imperfection) • The Peacocks: Positive (negatives) • Outgoing (impatient) • Direct (win/lose) • Competitive (resist) • Needs (concerns) • Results (challenge) • Authority (sloppy results) • challenge • Gees: Positives (negatives) • Introspective (safety) • Team (grudges) • Easy going (resistence) • Needs (concerns) • Security (competition) • Approval (stand out) • Acceptance (unplanned) • The Ducks: positives (negative) • Outgoing (disorganised) • Social (inattentive) • Systematic (impulsive) • Needs (concerns) • Recognition (rejection) • Change (stagnation) Harar Interest Advocacy Group International (HIAGI)

9. Preferred Style of Solving Conflicts • Conscientious: • Prefers time consider all options • Uses systematic approach • Task oriented • Caught in detail • Avoid risks • Avoid others and share less • Stabilising: • People oriented • Considers options of people Needs and Feeling • Focus on needs of others • Lack confidence • Direct: • Task oriented • Prefers Quick Big picture • Result • Self confident • Restrict inputs from others • Less listeners and impatient • Influencing: • People oriented • Creative decision • Social basis • Innovative • Switch off if not credited • Not like planning Harar Interest Advocacy Group International (HIAGI)

10. Conflict Resolution Procedures • Consensus • Negotiation • Conflict Counselling • Expert Appraisal • Facilitation • Mediation • Shuttle Diplomacy • Conciliation • Arbitration Harar Interest Advocacy Group International (HIAGI)

11. Five Ways of Handling Conflict • Competing • Attitude: hot headed; • Habit: win/lose • Accommodating • Attitude: hot headed; • Habit: win/lose • Avoiding Attitude: • Attitude: hot headed; • Habit: lose/lose • Compromising • Attitude: cool headed; • Habit: lose/lose • Collaborating • Attitude: cool headed; • Habit: win/win Harar Interest Advocacy Group International (HIAGI)

12. Sources of Conflict • Tangibles issues • Money • Concrete visible items • Commodities • Possessions • Jobs • Territory: • “On my patch” • Space threatened • Status • Position • Intangibles Issues • Principles • Values, beliefs, ideology • Traditions, philosophy • Morals • Relationship • Loss of friend • Threats • Damage Harar Interest Advocacy Group International (HIAGI)

13. Negotiating with Difficult People • Don’t react • Buy yourself time • Workout your interests and alternatives • Focus on what you want • Step to their side – Disarm • Diffuse anger, Listen, acknowledge and agree in what is right • Change the game – Reframe • Rejection is reinforcement, • Direct their attention to the problem • Attempt to solve the problem • Adopt a Collaborative Approach • Draw them to the direction you want them • Involve them • Identify unmet needs • Bring them to their senses, not their knees • Educate them Harar Interest Advocacy Group International (HIAGI)

14. Critical thinking • Check for assumptions • Pay attention to the context • Be sceptical of quick fix, single answers and claims to universal truth • Open out for alternative points of views • See our actions in the eyes of others • Value diversity • Engage in the process • Don’t take identities as settled • Don’t accept that things will not change • Don’t accept that we have answers to all problems • Have confidence that our information comes from process of careful analysis Harar Interest Advocacy Group International (HIAGI)

15. The Role of Power Dynamics • Positional Power • Having • Delegate • Earned • Taken • Personal • Being • Self worth • Sense of identity • Self Confidence • Cooperative • Doing together • Synergy • Sharing • Retaining accountability Harar Interest Advocacy Group International (HIAGI)

16. Steps to problem solving • Acknowledge • I can see that you are not happy… • Listen • will you tell me more….. • Feedback • Let me make sure that………. • State your needs • What I need is……….. • Develop Options • I can offer you this…………How is that with you? • Assess • Are you satisfied…… • Appreciate • Thank you for coming……..or so open about that Harar Interest Advocacy Group International (HIAGI)

17. Measurement Criteria • Specific • Measurable • Achievable • Realistic • Time Harar Interest Advocacy Group International (HIAGI)

18. Attitudes Experience with change Personal history Believes/ Values Harar Interest Advocacy Group International (HIAGI)

19. Transition Grid Harar Interest Advocacy Group International (HIAGI)

20. Symptoms of Missing Elements Harar Interest Advocacy Group International (HIAGI)

21. Managing Change Situation • Celebrate success • Change affects/involves • Security • Competence • Relationship • Sense of direction • Purpose • Territory • Grief process • Denial • Anger • Bargaining • Pain • Acceptance • Letting go • Grieving past • Celebrating past • Looking for future • Celebrating future possibilities Harar Interest Advocacy Group International (HIAGI)

22. End • Thanks all Harar Interest Advocacy Group International (HIAGI)