The 4 Sources of Conflict Tool Donna Schilder

The “ 4 Sources of Conflict” Tool Donna Schilder, MCC, Executive Coach & President Glacier Point Solutions, Inc. 09/01/20 Glacier Point Solutions, Inc. ~ Glacier. Point. Solutions. com / Donna. Schilder. com ~ Donna Schilder ~ (562)434 -7822 ~ Donna@Glacier. Point. Solutions. com 1

Workshop Topics • What is Conflict? • Understanding the 4 Main Sources of Conflict • Conflict Resolution Strategies for Each Source of Conflict • Resource: Understanding the Sources of Conflict - Blog 09/01/20 Glacier Point Solutions, Inc. ~ Glacier. Point. Solutions. com / Donna. Schilder. com ~ Donna Schilder ~ (562)434 -7822 ~ Donna@Glacier. Point. Solutions. com 2

Attributes of Conflict • Conflict isn’t always bad, in fact it’s mostly good! • Conflict: • Brings issues to the forefront, which reduces tensions • Helps clarify goals and objectives • Establishes group norms and boundaries • Offers an opportunity to collaborate and produce creative solutions 09/01/20 Glacier Point Solutions, Inc. ~ Glacier. Point. Solutions. com / Donna. Schilder. com ~ Donna Schilder ~ (562)434 -7822 ~ Donna@Glacier. Point. Solutions. com 3

What is Conflict? • Conflict is actually very simple. Conflict is a situation in which: • The wishes of one party (or group) are incompatible with • The wishes of another party (or group) How could this information help you with your next conflict? 09/01/20 Glacier Point Solutions, Inc. ~ Glacier. Point. Solutions. com / Donna. Schilder. com ~ Donna Schilder ~ (562)434 -7822 ~ Donna@Glacier. Point. Solutions. com 4

Understanding the Sources of Conflict • If you know the source of a conflict, it can: • Immediately diffuse the emotions in the conflict • Create more understanding of the other party’s position • Provide a roadmap for resolving the conflict • There are strategies to resolve each source of conflict 09/01/20 Glacier Point Solutions, Inc. ~ Glacier. Point. Solutions. com / Donna. Schilder. com ~ Donna Schilder ~ (562)434 -7822 ~ Donna@Glacier. Point. Solutions. com 5

Sources of Conflict There are four main sources of conflict: 1. 2. 3. 4. Goals Methods Facts Values Note: Sometimes a conflict has more than one source. 09/01/20 Glacier Point Solutions, Inc. ~ Glacier. Point. Solutions. com / Donna. Schilder. com ~ Donna Schilder ~ (562)434 -7822 ~ Donna@Glacier. Point. Solutions. com 6

Strategies to Resolve Each Conflict Type 1. Goals: Desired result • Find the over-arching goal that you have in common • Determine how to prioritize the goals to best meet the over-arching goal • Find a collaborative solution • Look for a compromise • Example: • My Goal is to finish my accounting project • Your Goal is to finish our joint Leadership Team Presentation • Over-arching goal strategy: Keep the Leadership Team informed so they can choose effective business strategies 09/01/20 Glacier Point Solutions, Inc. ~ Glacier. Point. Solutions. com / Donna. Schilder. com ~ Donna Schilder ~ (562)434 -7822 ~ Donna@Glacier. Point. Solutions. com 7

Approaches to Resolve Each Conflict Type 2. Methods: How something is done • • Focus on goal (the end result) Look for a compromise(s) Try both methods & measure which works best Look for alternative methods that are superior to both methods • Example: • I want to start my sales project by making a list of people to contact • You want me to start by creating questions to ask the participants • Focus on the Goal Strategy: Complete the sales project 09/01/20 Glacier Point Solutions, Inc. ~ Glacier. Point. Solutions. com / Donna. Schilder. com ~ Donna Schilder ~ (562)434 -7822 ~ Donna@Glacier. Point. Solutions. com 8

Approaches to Resolve Each Conflict Type 3. Facts • Review the facts (data) • Verify the facts / data • Gather additional data • Example: • I believe all the members of the team disagree with asking employees to reduce their overtime • You believe only one third of the members of the team disagree with asking employees to reduce overtime • Gather Additional Data Strategy: Poll the team 09/01/20 Glacier Point Solutions, Inc. ~ Glacier. Point. Solutions. com / Donna. Schilder. com ~ Donna Schilder ~ (562)434 -7822 ~ Donna@Glacier. Point. Solutions. com 9

Approaches to Resolve Each Conflict Type 4. Values – The most challenging type of conflict • • Seek to understand the other person’s values Clarify your values for the other person Identify each of your true needs and re-compare Know when to agree to disagree (disengage from communication regarding the conflict) • Example: • I value being reliability and trustworthiness • You value increasing the bottom line • True Needs Strategy: Serve customers profitably (compromise) 09/01/20 Glacier Point Solutions, Inc. ~ Glacier. Point. Solutions. com / Donna. Schilder. com ~ Donna Schilder ~ (562)434 -7822 ~ Donna@Glacier. Point. Solutions. com 10

Ways to Use & Practice This Tool • Classify recent or pivotal conflicts: • Based on the sources of conflict, how you could have approached the conflict(s) differently? • Choose a current conflict: • Identify its source(s) • Discuss how to use one or more of the strategies to approach it • After you use the strategy(ies), reflect on how you could improve next time. • At the end of each day, reflect on conflicts you’ve encountered • Were you able to apply an effective approach based on the source? • How could you use the Tool to create a better outcome? • Analyze what type of conflict you get into most • Are there any preventive measures for this type of conflict? • Is there a quick way to resolve this type of conflict? 09/01/20 Glacier Point Solutions, Inc. ~ Glacier. Point. Solutions. com / Donna. Schilder. com ~ Donna Schilder ~ (562)434 -7822 ~ Donna@Glacier. Point. Solutions. com 11

Understanding the 4 Sources of Conflict Knowing the four main sources of conflict can help you navigate conflict more effectively 1. 2. 3. 4. Goals Methods Facts Values 09/01/20 Glacier Point Solutions, Inc. ~ Glacier. Point. Solutions. com / Donna. Schilder. com ~ Donna Schilder ~ (562)434 -7822 ~ Donna@Glacier. Point. Solutions. com 12