CONFLICT RESOLUTION for the lead worker. Paris Boehm Doug D. Whittle Whittle Consulting Group, LLC. Today’s objectives:. Review types & sources of workplace conflict. Apply conflict resolution models & approaches through practice. Examine different ways to address & resolve
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CONFLICT RESOLUTION for the lead worker Paris Boehm Doug D. Whittle Whittle Consulting Group, LLC
Today’s objectives: Review types & sources of workplace conflict Apply conflict resolution models & approaches through practice Examine different ways to address & resolve conflict Conflict Resolution
At the end of the day… To better know & understand yourself and others in order to improve your your skills in managing & resolving conflict
T ruths • There is no silver bullet • One size does not fit all • Managing your behaviors and reactions…both a skill and an art • Practice makes perfect
You must agree… • You can not control others • You can control yourself • You accept responsibility for your actions, reactions, decisions, and emotions • You share responsibility for the success of your team
If you do or if you don’t… either way, it’s risky business What’s the risk of acting? • What do you risk if you address the conflict? What’s the risk of NOT acting? • What do you risk if you DON’T address the conflict?
ORGANIZATIONAL CULTURE (High) GROUP BEHAVIOR INDIVIDUAL BEHAVIORS Difficulty INDIVIDUAL ATTITUDES KNOWLEDGE (Low) Time involved (Short) (Long)
Benefitsof managing conflict • Better motivated staff • Staff energies directed toward work, not emotions • More positive image of organization, team • Improved teamwork • Better personal development of individuals 2
Drawbacksof ignoring conflict • Lower morale • Climate of mistrust, suspicion, hostility created • Escalation & spread of conflict to others • Dissipation of staff energy • Misdirection of staff energy • Reduced productivity • Misperception that inaction is the easiest option—the problem will ultimately be harder to solve 2
5 ways to deal with conflict Collaboration Compromise Avoidance Competition Accommodation 2
Compromise • Each party • gives up something • Trade-offs • Multiple options, solutions • Use to build consensus 2
Collaboration • Experience, • expertise, perceptions of both • parties recognized & valued • Alternatives discussed openly • Decisions made in broader • context: What’s best for • team, department, company 2
Conflict Management Process 1. Recognize that a conflict exists 2. Monitor the climate 3. Examine, summarize the situation 4. Plan your approach 5. Address the issue 6. Involve & engage the stakeholders 7. Identify a forward path 8. Appraise, don’t dwell 3
1. Recognize that a conflict exists Conflict Management process • Overt vs. covert • Visible vs. hidden • Obvious vs. subtle 3
2. Monitor the climate Conflict management process • Keep eyes open • Don’t ignore • Early warning system 3
To monitor conflict… • Know yourself • Know others • Adapt and Connect • Do unto others as THEY would be done unto
questioning deliberate precise formal caring patient sharing encouraging dynamic sociable persuasive enthusiastic strong-willed competitive demanding determined Who are YOU?
questioning deliberate precise formal caring patient sharing encouraging dynamic sociable persuasive enthusiastic strong-willed competitive demanding determined Who is HE/SHE?
3. Examine, summarize the situation Conflict management process • WHAT is the actual issue? • WHAT is the root cause? • WHAT are potential and actual impacts? • Avoid snap judgments. • Be empathetic 3
suspicious indecisive reserved stuffy cold overbearing aggressive controlling intolerant driving …on a bad day bland docile reliant stubborn plodding hasty frantic excitable indiscreet flamboyant
Stress Cause poor quality, time wasted, lack of structure First Response impatient aggressive irritable demanding • Flipped Out • withdrawn • helpless • offended • misunderstood time out, fast action, place in control Stress Remedy
Stress Cause rejection, restricted flexibility, no fun First Response hasty scream indiscretion throw things • Flipped Out • ice cold • mission to kill • no emotion • detached save face, outside the box, distraction Stress Remedy
Stress Cause value violation, interruptions, unfair treatment First Response self doubt hurt feelings rumination stubborn • Flipped Out • very critical • vicious • destructive • nasty sincerity, personal contact, trust restoration Stress Remedy
Stress Cause lack of focus, indecisiveness, out of control First Response withdraw split hairs hesitate go quietly • Flipped Out • lose control • cry • get loud • get emotional information, build a path forward, analysis Stress Remedy
4. Plan your approach Conflict management process • Build climate of open exchange • Avoid taking sides • Identify preferred outcome(s) • Build your BATNA • Build your strategy 3
Diplomacy is the art of letting someone else have your way. Daniele Vare, Italian diplomat
5. Address the issue Conflict management process • Maintain control • Consider a time out • Take time to consider all points • of view • Listen & hear 4
