Post on 14-Dec-2015
transcript
Conflict Resolution“Tips”
Willie JohnsonPerformance Improvement Consultant
Session-2 Objectives
“If passion drives
you, let reason hold the reins.”
-Benjamin Franklin
Hardening or Igniting Positions
Assertiveness
Influence and Persuasion
Approaches to Conflict
COMPETINGCOMPETING COLLABORATINGCOLLABORATING - (Force) - (Force)
COMPROMISINGCOMPROMISING
AVOIDINGAVOIDING ACCOMODATINGACCOMODATING
Uncooperative Cooperative
(Concern for others)
Assertive
Unassertive
(Concernfor self)
Discussion
When does the different styles work best?
When does it not work so well?
Appropriate and Inappropriate Uses of the Different Styles
Style Works Doesn’t Work
COMPETE(Force)
• Quick results
• Adverse decisions (e.g. discipline, cost-cutting)
• Protecting yourself from being taken advantage of
Skills
Appropriate and Inappropriate Uses of the Different Styles
Style Works Doesn’t Work
COMPROMISE
• Projects (division of work: “I’ll do, you’ll do”)
• When trade-offs are necessary—splits difference
• Expedient solutions under time pressure
Skills
Appropriate and Inappropriate Uses of the Different Styles
Style Works Doesn’t Work
AVOID
• Trivial issues or not real issue
• Others can solve it better/it is not my role
• Getting another opportunity to listen, ask questions, get information
Skills
Appropriate and Inappropriate Uses of the Different Styles
Style Works Doesn’t Work
ACCOMMODATE
• Gets results
• Helps relationships/builds “bank”
• You’re outmatched, losing
• Harmony is very important
Skills
Appropriate and Inappropriate Uses of the Different Styles
Style Works Doesn’t Work
COLLABORATE
• New ideas, insights, “better solutions”
• Working harder through feelings in a relationship
Skills
Sources of ConflictIdentifying Sources of Conflict Tips for How to Manage
FACTSInadequate information flow; uncertainties of operation; disregard for contractual obligations.
METHODSAlternative ways of reaching common goals; emphasis on different use of resources.
ROLES
Responsibilities undefined or confused; lack of accountability; inappropriate organizational structure.
GOALSCompeting priorities over scarce resources; unclear vision or direction.
VALUESDifferences in motivations and beliefs about work, people, management, and society.
Lad
der
of
Res
olu
tio
nL
add
er o
f R
eso
luti
on Easie
rEasie
rH
ard
eH
ard
err
Note: The deeper the level of conflict and the longer it has gone on,
the more difficult to resolve.
Don’t waste energy with __________ who won’t listen.
_______________, Agreeably (No-Deal is form of Win-Win).
__________ with others and develop a new way of coping with the situation.
What do you do if you still can’t resolve your conflict?
Think & Act “Win-Win”
_______ and ______ underlying needs
Look out for yourself and others
________ seek and ________ wins
Words that Influence and Persuade
Be ________
– What I can do is…– Would you please…
Be __________– Please tell me more…
LEAPS for Voluntary Compliance
LEAPS
Day-2 Wrap-Up
Understanding how to
neutralize “emotions” and then using a simple conflict resolution process will increase your ability to influence and persuade others.