CONFLICT MANAGEMENT:UTILIZING CONFLICT STYLES STRATEGICALLY

PRESENTED BY MARY CHAVEZ RUDOLPH & LISA NEALE – OMBUDS OFFICE

July 26, 2012

Today’s Agenda

Introduction/Ombuds Office Conflict Management Skills Conflict is Inevitable

Personal / Professional Process and/or Content

Conflict Styles –use in managing conflict Conflict Scenarios – what would you do? Summary: Conflict Management Skills

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Conflict Management…

Word Association with “conflict”

In what areas in your life do you encounter conflict?

Steps in Managing Conflict

Think of a conflict you’ve had recently …-use the handout provided as we progress through the slides

Step 1: Managing Emotion

How did you feel in your last conflict?

Mad, sad, confused, fearful?

What strategies do you use to manage your emotions?

Step 2: Analyzing the Conflict

This may be difficult to do until you control emotion.

Asking yourself questions helps control emotion.

Content / Process / Relationship

What are your goals?

Identify your options

Content / Process / Relationship

Jot down if you think your issue is primarily a content issue, a process issue, or both.

Identify what is process and what is content.

Content: “What” are having conflict about?

Process: “How” are you treating each other when you discuss the issue? Are you communicating at all?

Relationship

Goal / Intent / Motivation

Jot down your goals for this situation.

Think: LONG TERM!

What is the ideal outcome of this situation?

Identifying your Options: Conflict Styles

Jot down what you did of these options

aThis could be your preferred conflict style.

In your example conflict, What did you do?

Give in?Try to win?Seek a compromise?Try and understand the other person’s perspective?

Ignore or side-step issue?

Assessing Your Conflict Style

Most people have one or two preferred styles

Helpful to know that you have other options and the option you choose should be dependent on the results you want to achieve

There is no right or wrong style

Concern Competing Collaborating

for Self (win/lose) (win/win)

Compromising (win/win) (lose/lose)

Avoiding Accommodating

(lose/lose) (win/lose)

Concern for Others

Conflict Styles

AVOIDING How do people act when using this style?

Diplomatically side-step the issue, ignore, hide, procrastinate, deny there is a problem

When would you use this style? When it isn’t important to you, not worth

it to engage When wouldn’t you use this style?

When the conflict continues, no one’s needs are being met

ACCOMMODATING What behaviors are present with this style?

Smiling, listening, giving in, obeying, apologizing

When would you use this style? It’s not that important to you, not

necessary to understand other person’s interests

When wouldn’t you use this style? A fast decision is needed, not a lot of

commitment involved in the process

COMPETING How do people act when using this style?

Assert their position, debate, shout, interrupt, do not give in, possible physical contact/violence

When would you use this style? Emergencies, when you are being taken

advantage of/manipulated, when you really want to win

When wouldn’t you use this style? When the relationship takes precedence

over your winning

COLLABORATING

How do people act when using this style? Listen, identify interests, explore issue in

depth, find ways to improve relationship When would you use this style?

Long-term relationships, you have the time to commit to the process, you want a lot of buy-in, involvement

When wouldn’t you use this style? Time factor, leadership is more important,

situation does not require this process

COMPROMISING How do people act when using this style?

Make concessions, seek to split the difference, find happy medium

When would you use this style? When you don’t have the time and energy,

need for a fast solution, relationship isn’t that important

When wouldn’t you use this style? When determining interests to enhance the

relationship is more important than a quick solution

When to use which style…

How much time to do you have (i.e., does action need to be taken immediately?)

What have you already tried? How important is the issue to you? Is there a relationship? Is there a possibility you are wrong? Has this ever happened before? Is there a difference in power?

Manage Emotion / Think Determine your Goals Decide on a Strategy (conflict style) Separate Positions from Interests Consider Timing and Setting Ask Open-Ended Questions Benefit of the Doubt Active Listening

Reflect Emotion “I“ Statements

Summary: Skills for Managing Conflict

Positions and Interests

Positions are specific proposals or solutions that a party suggests to meet his/her interests or needs. A position is usually only one solution to a given problem. In many cases, that solution is satisfactory only to the person suggesting it. Positions are often rigid and offer limited flexibility.

Positions and Interests, cont. Interests are needs that a party

wants to have satisfied. The most powerful interests are basic human needs:

security economic well-being a sense of belonging recognition control over one's life respect

Scenario:

A co-worker recently stopped friendly conversations with you. You are unsure why. Yesterday, this co-worker came into your office, slammed the door shut behind her, and began screaming at you for not completing an important report. After a few minutes of screaming, she left your office.

What conflict styles have you used? What other options do you have at this point?

Concern Competing Collaborating

for Self (win/lose) (win/win)

Compromising (win/win) (lose/lose)

Avoiding Accommodating

(lose/lose) (win/lose)

Concern for Others

Conflict Styles

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