Mastering Conflict CONFLICT CONFLICT CONFLICT Successful leaders manage

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Mastering Conflict

Mastering Conflict

CONFLICT

CONFLICT

CONFLICT

CONFLICT

CONFLICT.

CONFLICT.

“Successful leaders manage conflict; they don’t shy away from it or suppress it but

“Successful leaders manage conflict; they don’t shy away from it or suppress it but see it as an engine of creativity and innovation. Some of the most creative ideas come out of people in conflict remaining in conversation with one another rather than flying into their own corners or staking out entrenched positions. The challenge for leaders is to develop structures and processes in which such conflicts can be orchestrated productively. ” Ronald Heifetz and Marty Linsky , Leadership on the Line: Staying Alive Through the Dangers of Leading

Learning Objectives • Describe how conflict impacts individuals & affects workplace dynamics and teamwork;

Learning Objectives • Describe how conflict impacts individuals & affects workplace dynamics and teamwork; • Assess personal comfort level with conflict; • Contrast cultural differences in expressing and responding to conflict; and • List at least two actions that can be used to master conflict in a workplace.

Conflict Profile What is your experience with conflict?

Conflict Profile What is your experience with conflict?

Discussion Questions • How might your previous experience managing conflict impact how you respond

Discussion Questions • How might your previous experience managing conflict impact how you respond to conflict in the work place? • What rules about conflict have your learned from your personal, professional, and community life?

ASSERTIVENESS COOPERATIVENESS

ASSERTIVENESS COOPERATIVENESS

Adapted from: Thomas-Kidman, 1975.

Adapted from: Thomas-Kidman, 1975.

COLLABORATE 5 AVOID COMPETE modes of handling conflict COMPROMISE ACCOMMODATE

COLLABORATE 5 AVOID COMPETE modes of handling conflict COMPROMISE ACCOMMODATE

Teams & Conflict: Fostering a Conflict Management Culture

Teams & Conflict: Fostering a Conflict Management Culture

“The easiest, the most tempting, and the least creative response to conflict within an

“The easiest, the most tempting, and the least creative response to conflict within an organization is to pretend it does not exist. ” Lyle E. Schaller author of many books about organizational change in churches

Creates artificial harmony Fear of Conflict Inhibits unfiltered and passionate debate Creates veiled discussions

Creates artificial harmony Fear of Conflict Inhibits unfiltered and passionate debate Creates veiled discussions and guarded comments

Two Types of Conflict 1 TASK CONFLICT 2 RELATIONSHIP CONFLICT

Two Types of Conflict 1 TASK CONFLICT 2 RELATIONSHIP CONFLICT

The Conflict Continuum Artificial Harmony Constructive Conflict Personal Attacks

The Conflict Continuum Artificial Harmony Constructive Conflict Personal Attacks

Tools for Mastering Conflict t; c e i l t f s e a

Tools for Mastering Conflict t; c e i l t f s e a n nc s st b n e o l u e o c i r a u d t r pt T R a y o f ce h d ic t e n l n c n la a u u i e o m M de H Gr m o o C M ls l i k

Conflict Norming

Conflict Norming

Exercise • Each individual complete the first part of “Conflict Norming Exercise” Handout –

Exercise • Each individual complete the first part of “Conflict Norming Exercise” Handout – page 1, questions 1 -4 • Use page 2 to discuss as a group • Come to an agreement on a “Conflict Commitment” – 4 -5 expectations • We will not be reporting back to the large group, but you can post your conflict norms on the discussion board.

Skills for Mastering Conflict Prepare for conflict Understand cultural factors Be an active listener

Skills for Mastering Conflict Prepare for conflict Understand cultural factors Be an active listener Show respect Validate all speakers

Skills for Mastering Conflict • Confront disrespect • Enforce norms • Balance participation •

Skills for Mastering Conflict • Confront disrespect • Enforce norms • Balance participation • Observe behaviors • Take the temperature • Allow constructive venting • Create solutions

Case Study • Break into groups of 4 -5. • Read the case study.

Case Study • Break into groups of 4 -5. • Read the case study. • Answer the questions.

Conflict Resolution: Defining the Problem • Individually describe the problem • Listen to each

Conflict Resolution: Defining the Problem • Individually describe the problem • Listen to each description of the problem • Repeat the descriptions and write down for all to see • Review the differences in the assumptions or descriptions of the problem • Attempt to find ‘common ground’ for the problem definition

Conflict Resolution: Generating Solutions Assume positive intent Define desired outcomes Define positions but focus

Conflict Resolution: Generating Solutions Assume positive intent Define desired outcomes Define positions but focus on interests Identify new options for mutual gain (win/win)

viewing point -- a higher, more expansive place, from which you can see both

viewing point -- a higher, more expansive place, from which you can see both sides. ” Thomas Crum, The Magic of Conflict

u o y k n Tha

u o y k n Tha