managing difficulties. conflict types task-oriented product related relationship-oriented process...
TRANSCRIPT
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Managing Difficulties
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Conflict Types
Task-oriented Product related
Relationship-oriented Process related
Mutual activity
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Conflicts
Normal and natural Beneficial
Examine self-concept Support one’s position Provides sense of identity Stimulates creativity Strengthens commitment Helps establish a shared vision
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Conflict Resolution
A process Resolution skills
Express emotions clearly Define the problem Listen reflectively Brainstorm
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Struggle Spectrum
Mild difference to violent interaction May occur in minutes Affects all ages Culture affects expression of conflict
Sometimes leader intervention is required
Sometimes participants can work out differences on their own
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Struggle Spectrum
Escalation Raise your voice Stand up Invade other person’s space
Other people take sides Say, “You always” People feel threatened Acting out of strong emotions
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Struggle Spectrum
De-escalation Speak calmly Sit down Define problem as mutual Demonstrate open posture Allow comfortable distance between parties
Continued next slide
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Struggle Spectrum
De-escalation Talk directly to individual involved
Exhibit genuine empathy, acknowledge other’s feelings
Focus on the problem, not personality
Express emotions appropriately
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Sources of Conflict
Resource Distribution Tangible/Intangible Power struggles Time Equipment Self-esteem Authority Prestige
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Sources of Conflict
Psychological needs Conflicting motivators
Threat to self-esteem
Loss of face Unmet individual needs
Personality clashes
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Sources of Conflict
Values differences Culture Religion Personal beliefs
Most difficult to resolve
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Approaches to Conflict
Avoidance Unassertive Lose-Lose situation (usually)
Often a result of fearing a loss of relationship
Shows lack of self-confidence
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Approaches to Conflict
Accommodation Low assertiveness Lose-Win situation Obliges other’s needs, often at the expense of one’s own needs
“Whatever you want”
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Approaches to Conflict
Competition High assertive Perceived as Win-Lose situation
Individualist in nature One seeks to overpower others
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Approaches to Conflict Compromise
Somewhat assertive and cooperative
Weak Win-Win situation
Each concedes a little
Give and take Often unsatisfying to all parties
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Approaches to Conflict
Collaboration Most preferred Win-win situation Demonstrates concern for self and others
Combine resources to move ahead
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Intercultural Conflicts
Cultures differ on several dimensions Collectivism — Individualism Uncertainty avoidance Power distance Masculinity Long-term orientation
Differences affect conflicts and approaches to resolution
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Effective Conflict Managers
Understand perceptions Are aware of own feelings Focus on the entire situation
Understand varying viewpoints
Express empathy positively Develop and build trust
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Effective Conflict Management
Address emotional issues first
Clarify your own biases Practice no-fault thinking Take charge of own feelings
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Effective Conflict Management
Step back; analyze from three perspectives
Respond positively Remember: This is a process Use “I” language Avoid power plays
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Seven-Phase Model: Prelude
Know the people involved History, experiences Cultural values and perspectives
Foundational beliefs Communication styles End desires
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Seven-Phase Model: Phase 1
Define the primary objectives
Know the agency mission Identify short-term goals Identify long-term goals Determine level of agreement
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Seven-Phase Model: Phase 2
Identify the problem
Collect the facts Keep an open mind Determine the real issue
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Seven-Phase Model: Phase 3 Analyze the data Determine change factors Positive Negative
Observe all factors Understand the context Know what is at stake
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Seven-Phase Model: Phase 4
Develop creative solutions Arrange for maximum involvement
Encourage zany ideas Go for quantity over quality Avoid judgments Involve everyone
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Seven-Phase Model: Phase 5
Select from alternatives
Examine pros and cons Use flip-charts to help organize thinking processes
Rearticulate the decision-making process
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Seven-Phase Model: Phase 6
Generate strategies for success
Brainstorm processes to implementation
Allow time for ‘solution’ to work
May take many trials
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Seven-Phase Model: Phase 7
Evaluate process and outcome
Were objectives met? Is everyone satisfied? Check in with participants
Task accomplishment Human relations element Conceptual; the big picture
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Managing Difficulties
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Aggressive Behaviors
Shows a lack of respect for others
Is often degrading or overpowering
Negatively impacts group dynamics
Leads to resentment
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Passive Behaviors
Fail to express one’s needs
Shows a lack of respect for self
Goal is to appease others Negatively impacts group dynamics
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Manipulative Behaviors Shows a lack respect of self and others
Subtly coerces desired responses
Is a form of persuasion for personal benefit
Negatively impacts group dynamics
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Assertive Behaviors Shows respect for self and others
One stands up for own rights
Is direct and honest Honors cultural differences
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Emotions
Behavioral Expressed emotion
Physiological Way emotion feels to the body
Muscle tension Headache Increased heart rate
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Emotions
Cognitive/Moral Assess a particular situation Determine good/bad, right/wrong
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Principles: Conflict-Based Emotion
Conflict evokes emotion Intensity of emotions vary Expressing emotions is values-based
Conflict is identity-based Conflict is relational
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Anger is Okay
Anger can be appropriate Focuses and motivates people Reaffirms interdependence Strengthens need for collaboration
Increases awareness Serves as a physical release
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Constructive Anger Expression
Commit to relationship Explain position Speak calmly Understand other’s views
Create options Agree and move on Reflect and learn
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Mediation
Leader as facilitator Help with conflict resolution process
Provides a third party perspective (uninvolved in conflict)
Helps remove emotions
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Mediation Useful When…
Relationships are important Parties want to retain control Both sides have a case Speed and confidentiality are important
Both sides need to be calmed Both sides want a resolution
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Mediation Useful When…
One person is perceived as more powerful than the other
One or more parties have ineffective communication skills
Trust is an issue Parties cannot resolve situation alone
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The Meditation Process
The leader sets the tone Use “I” language Front-load for success
State positive intentions
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The Meditation Process
Define the conflict Use “I” statements Engage in active listening Allow parties to state views
Paraphrase each party Ensure understanding, equal time before moving on
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The Meditation Process
Summarize progress Prevent interruptions Help parties summarize viewpoints
Ensure clarity
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The Meditation Process
Explore alternative solutions Ask: “What can I do to solve this?”
Avoid criticizing Brainstorm solutions Be specific about “What, who, and when”
Ensure balanced contributions
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The Meditation Process
Set time for follow-up Check back with participants
Encourages accountability Is the solution working? Address unexpected problems