Conflict Resolution Presented by: HR Training and Development David A. Sanchez, MSP I/O

Conflict Resolution Presented by: HR Training and Development David A. Sanchez, MSP I/O

Course Objectives u Understand the causes of conflict. u Learn approaches to handle conflict. u Learn about conflict resolution strategies.

What is Conflict? a struggle for power, property, etc. strong disagreement between people, groups, etc. a difference that prevents agreement

Usually Conflict is About: Ideas or What Methods or How Goals or Why Values or Beliefs

What are some examples? u Ideas/Preferences: u Methods: u Goals: u Values:

Is Conflict Good or Bad?

6 Ways People Handle Conflict Power Avoidance Giving In Denial Taking Sides Confrontation Bulldozer Walk on eggshells Defer to the other Pretend Cliques Address the issue

Conflict Resolution Strategies In a conflict situation, there are two things : 1. Your relationship with the person. 2. The outcome you are looking for.

Conflict Model (Thomas & Kilmann) HIGH Competition Collaboration Outcomes Compromise Avoidance Accommodating LOW Thomas-Kilmann Conflict Model Relationship HIGH

Use Avoidance. u When you can t win. u When the stakes are low. u To gain time. u When the potential damage of confrontation outweighs the benefits of resolution. u To preserve neutrality or reputation. Note: This may not be the best option when relationship is truly important to you.

Use Accommodation u When the stakes are low. u When the liability is limited. u When one party has a decidedly better solution or position. u To maintain harmony. u When the issues are considerably more important to the other party. u When any solution will be adequate. u To create good will. u When you are wrong.

Use Competition. u When quick, decisive action is vital. u When a do or die situation exists. u When the stakes are high. u When the relationship is unimportant.

Use Compromise u When the goal or outcome is not worth the time and energy required for collaboration. u To reduce costs. u When there is trust and you have confidence in the other party. u To maintain future relationships.

Use Collaboration. u When both parties need to be winners. u When no party has a good solution and merging insights offers possibilities. u To maintain your relationship with the other party. u When you are not sure you are right. u When you want to completely resolve the issue and leave no negative feelings. u When you need commitment from everyone.

Review of Conflict Model HIGH Competition Collaboration Outcomes Compromise Avoidance Accommodating LOW Thomas-Kilmann Conflict Model Relationship HIGH

Conflict Resolution Process 1. Awareness 2. Preparation 3. Action 4. Follow-Up

Be Aware u Recognizing and owning up to the fact that there is a conflict. u Being aware of your own and others reactions to conflict. u Resisting the temptation to avoid or gloss over the conflict. u Being aware of the symptoms of signs of conflict.

Be Prepared u Examine yourself, the relationship you have with the other person and the outcomes you want. u Select an appropriate approach to use in resolving the conflict. u Seek advice from others to help you sort out and clarify the issues. u Remember use I or We, never You. u Avoid Always or Never.

Follow Up u Check in with each other occasionally to see how the plan is working and if you are both living up to your commitments. u Go back to the drawing board if the first plan isn t working.

Avoid u Sarcasm u Throwing u Swearing u Hostility u Icy Stares u Non-Participation u Win-Lose Orientation u Indirect u Judgmental u Blaming u Rage u Gossiping u Passive-Aggressive u Closed u Demanding u Shaming

So how? The Evaporating Cloud Approach u Identify and display all elements of a conflict situation u Identify underlying assumptions that cause the conflict to exist; and u Develop solutions that nullify one or more of the assumptions. Mahesh Gupta Lynn Boyd Frank Kuzmits, (2011),"The evaporating cloud: a tool for resolving workplace conflict", International Journal of Conflict Management, Vol. 22 Iss 4 pp. 394-412 Permanent link to this document: http://dx.doi.org/10.1108/10444061111171387

The Evaporating Cloud Our Side Need/Requirement: I/We must Action/Want: I/We feel pressure to Goal: I/We want Other Side Need/Requirement: I/We must Opposite Action/ Want: I/We also fell pressure to Mahesh Gupta Lynn Boyd Frank Kuzmits, (2011),"The evaporating cloud: a tool for resolving workplace conflict", International Journal of Conflict Management, Vol. 22 Iss 4 pp. 394-412 Permanent link to this document: http://dx.doi.org/10.1108/10444061111171387

The Evaporating Cloud Our Side Q5: What is the common objective of B & C that is needed? Other Side Q3: What need will the action in D satisfy? Or What need will D jeopardize? Q4: What need will the action in D satisfy? Or What need will D jeopardize? B C Q1: What action/decision do I/we currently feel pressure to take to deal wit the problem? Q2: What opposite action/decision do I/ we also feel pressure to take to deal with the problem? D D Mahesh Gupta Lynn Boyd Frank Kuzmits, (2011),"The evaporating cloud: a tool for resolving workplace conflict", International Journal of Conflict Management, Vol. 22 Iss 4 pp. 394-412 Permanent link to this document: http://dx.doi.org/10.1108/10444061111171387

Example: Mahesh Gupta Lynn Boyd Frank Kuzmits, (2011),"The evaporating cloud: a tool for resolving workplace conflict", International Journal of Conflict Management, Vol. 22 Iss 4 pp. 394-412 Permanent link to this document: http://dx.doi.org/10.1108/10444061111171387

Good Conflict Resolution Skills Will: u Interact respectfully and courteously u Listen carefully and more effectively u Golden Rule u Create a positive campus climate