Secrets of Conflict Resolution (Nebraska.Code)
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The document provides an overview of conflict resolution presented by Chad Green. It begins with an introduction of Chad Green and his background. The bulk of the document then discusses what conflict and conflict resolution are, different approaches to conflict resolution including collaborating, compromising, smoothing, forcing, and withdrawal. It also covers understanding group dynamics using transactional analysis and the Karpman drama triangle. Finally, it concludes with 10 tips for being a conflict resolution superstar such as tackling issues calmly, active listening, and finding a mediator.
Secrets of Conflict Resolution (Nebraska.Code)
- 2. Who is Chad Green? • Service Delivery Manager at Hewlett Packard Enterprise • Previous Positions • Product Delivery Manager • Project Manager • .NET Solution Architect • Developer • Community Involvement • Code PaLOUsa Conference Chair • Louisville .NET Meetup Organizer • Contact Information • Email: chadgreen@chadgreen.com • Blog: chadgreen.com • Twitter: @ChadGreen • LinkedIn: ChadwickEGreen 2
- 3. Agenda – Who is Chad Green – Setting the Stage – Approaches to Conflict Resolution – Understanding Group Dynamics – Managing Conflict – Conclusion 3
- 4. By the Numbers 85% 85% of U.S. employees experience conflict and spend 2.8 hours/week dealing with it $359 Significant loss of organizational productivity and resources costs $359 billion in paid hours a year 31% 31% of managers think they handle conflict effectively 78% 78% of employees disagree 27% 27% of employees witnessed personal attacks 4 25% 25% say avoiding it results in sickness/absences 75% 75% of employees report positive outcomes from conflict that would have not been realized without the conflict 95% 95% of those who receive training say it is the biggest driver for success 60% Nearly 60% have never received training
- 5. “Peace is not absence of conflict, it is the ability to handle conflict by peaceful means.” Ronald Reagan 5
- 6. Setting the Stage What is Conflict and Conflict Resolution 6
- 7. What is Conflict? – A turning point during which an individual struggles to attain some psychological quality. – Can be a time of both vulnerability and strength, as the individual works toward success or failure – Real or perceived threat or opposition to one’s needs, interests, principles, concerns, or security 7
- 8. What is Conflict? Good discussion about the possibilities Not too bad, but still not good Things starting to fall apart 8
- 9. What is Conflict? Oh goodness, this cannot be good Now this is really serious 9
- 10. What is Conflict Resolution? 10
- 11. What is Conflict Resolution? – Way for two or more parties to find a peaceful solution to a disagreement among them – Methods and processes involved in facilitating the peaceful ending conflict – Committed groups actively communicate information about their conflicting motives to the rest of the group – Engaging in collective negotiation – Typically parallel the dimensions of conflict in the way the conflict is processed – Cognitive Resolution – Emotional Resolution – Behavioral Resolution 11
- 12. Approaches to Conflict Resolution 12
- 13. Collaborating Problem Solving, Confronting, Integrating, Win-Win Style Description – Incorporating multiple viewpoints and insights from different perspectives – Involves a rational problem-solving approach – Involves – Focusing on the issues – Looking at alternative approaches – Selecting the best alternative When to Use – Consensus and commitment of others important – Collaborative environment – Required to address the interest of multiple stakeholders – High level of trust is present – Long-term relationship is important – Need to work through hard feelings, animosity, etc. – Do not want to have full responsibility 13
- 14. Collaborating Problem Solving, Confronting, Integrating, Win-Win Style Advantages – Leeds to solving the actual problem – Leeds to a win-win outcome – Reinforces mutual trust and respect – Builds a foundation for effective collaboration in the future – Shared responsibility of the outcome – You earn the reputation of a good negotiator – Outcome of the conflict resolution is less stressful Disadvantages – Requires a commitment from all parties – May require more effort and more time – May not be practical when timing is crucial and a quick solution or fast response is required – Involved parties must continue collaborative efforts to maintain a collaborative relationship 14
- 15. Compromising Give and Take, Reconciling Description – Conflicting parties bargain to reach a mutually acceptable solution – Lose/Lose When to Use – Both parties need to win – Goals are moderately important / not worth the use of more assertive involving approaches – Teach temporary settlement on complex issues – Reach expedient solutions on important issues – First step when involved parties do not know each other – When collaboration or forcing do not work 15
- 16. Compromising Give and Take, Reconciling Advantages – Faster issue resolution – Can provide a temporary solution while looking for a win- win solution – Lowers the level of tension and stress resulting from the conflict Disadvantages – May result in a situation when both parties are not satisfied with the outcome – Does not contribute to building trust in the long run – May require close monitoring and control 16
- 17. Smoothing Accommodating, Obliging Description When to Use 17 – Areas of agreement are emphasized – Areas of disagreement are downplayed – Important to provide a temporary relief or buy time – Issue is not as important to you as it is to the other person – You accept you are wrong – You have no choice or when continued competition would be detrimental
- 18. Smoothing Accommodating, Obliging Advantages Disadvantages 18 – Helps to protect more important interests while give up on less important ones – Gives an opportunity to reassess the situation from a different angle – Risk of being abused – May negatively affect your confidence in your ability to respond to an aggressive opponent – Makes it more difficult to transition to a win-win solution in the future – Some of your supporters may not like your smoothing response and be turned off
- 19. Forcing Directing, Competing, Controlling, Dominating Description – Involves pushing one viewpoint at the expense of another – Generates a win-lose situation – Assertiveness is the hallmark of this approach – Addresses the conflict head-on When to Use – All other, less forceful methods, do not work or are ineffective – Need to stand up for your own rights, resist aggression and pressure – Quick resolution is required and using force if justified – As a last resort to resolve a long-lasting conflict 19
- 20. Forcing Directing, Competing, Controlling, Dominating Advantages – May provide a quick resolution – Increases self-esteem and draws respect Disadvantages – May negatively affect relationship in the long run – May cause opponent to react in the same way – May require a lot of energy and may be exhausting – Cannot take advantage of strong sides of the other side’s position 20
- 21. Withdrawal Avoidance Description – Retreat or postpone a decision on a problem – Usually not the best choice for resolving conflict – Not giving up – sidestepping or postponing When to Use – Issue is trivial and not worth the effort – More important issues are pressing – Postponing the response is beneficial to you – No change of getting your concerns met – You would have to deal with hostility – Unable to handle the conflict 21
- 22. Withdrawal Avoidance Advantages – You may chose to withdraw and postpone your response until you are in a more favorable circumstance – Low stress approach when conflict is short – Gives the ability/time to focus on more important or more urgent issues – Give you time to be better prepared Disadvantages – May lead to weakening or losing your position – Not acting may be interpreted as an agreement – May negatively affect your relationship with a party that expects your action 22
- 23. Understanding Group Dynamics Transactional Analysis 23
- 24. Karpman Drama Triangle – Conflict has predictable pattern known as the Karpman Drama Triangle – Models the connection between personal responsibility and the power in conflicts, and destructive and shifting roles people play – 3 Roles – Persecutor – Rescuer – Victim 24
- 25. Karpman Drama Triangle Persecutor Rescuer Victim 25
- 26. Managing Conflict 10 Tips to Make you a Conflict Resolution Superstar 26
- 27. 10 Tips to Make You a Conflict Resolution Superstar 1. Tackle the issue after both parties have calmed down 27
- 28. 10 Tips to Make You a Conflict Resolution Superstar 1. Tackle the issue after both parties have calmed down 2. Maintain a positive outlook 28
- 29. 10 Tips to Make You a Conflict Resolution Superstar 1. Tackle the issue after both parties have calmed down 2. Maintain a positive outlook 3. Practice active listening 29
- 30. 10 Tips to Make You a Conflict Resolution Superstar 1. Tackle the issue after both parties have calmed down 2. Maintain a positive outlook 3. Practice active listening 4. Consider your role in the conflict 30
- 31. 10 Tips to Make You a Conflict Resolution Superstar 1. Tackle the issue after both parties have calmed down 2. Maintain a positive outlook 3. Practice active listening 4. Consider your role in the conflict 5. Organize a staff meeting 31
- 32. 10 Tips to Make You a Conflict Resolution Superstar 1. Tackle the issue after both parties have calmed down 2. Maintain a positive outlook 3. Practice active listening 4. Consider your role in the conflict 5. Organize a staff meeting 6. Seek first to understand 32
- 33. 10 Tips to Make You a Conflict Resolution Superstar 1. Tackle the issue after both parties have calmed down 2. Maintain a positive outlook 3. Practice active listening 4. Consider your role in the conflict 5. Organize a staff meeting 6. Seek first to understand 7. Alert human resources 33
- 34. 10 Tips to Make You a Conflict Resolution Superstar 1. Tackle the issue after both parties have calmed down 2. Maintain a positive outlook 3. Practice active listening 4. Consider your role in the conflict 5. Organize a staff meeting 6. Seek first to understand 7. Alert human resources 8. Find a mediator 34
- 35. 10 Tips to Make You a Conflict Resolution Superstar 1. Tackle the issue after both parties have calmed down 2. Maintain a positive outlook 3. Practice active listening 4. Consider your role in the conflict 5. Organize a staff meeting 6. Seek first to understand 7. Alert human resources 8. Find a mediator 9. Be introspective 35
- 36. 10 Tips to Make You a Conflict Resolution Superstar 1. Tackle the issue after both parties have calmed down 2. Maintain a positive outlook 3. Practice active listening 4. Consider your role in the conflict 5. Organize a staff meeting 6. Seek first to understand 7. Alert human resources 8. Find a mediator 9. Be introspective 10. Expect Conflict 36
- 37. Conclusion 37
- 38. Thank you Email: chadgreen@chadgreen.com Blog: chadgreen.com Twitter: @ChadGreen LinkedIn: ChadwickEGreen 38 Secrets of Conflict Resolution Nebraska.Code() http://www.slideshare.net/chadgreen/secrets-of-conflict-resolution-nebraskacode