Conflict ResolutionConflict Resolution

Intelligent Intelligent LeadersLeaders

Understand what conflict is Develop a conflict vocabulary Become aware of your preferred conflict

modes Practise using different conflict modes Recognize the conflict styles of others Assess and resolve conflict situations Putting it into practice Resolve conflicts appropriately

Session Session Objectives …Objectives …

Any transaction between two or more people where the same

desire is not shared …

CONFLICT is …CONFLICT is …

Competing

Compromising

AccommodatingAvoiding

Collaborating

Low Co-operativeness High

Low

A

sser

tive

ness

H

igh

The 5 Conflict modes The 5 Conflict modes ……

It’s 9:55am, and you’ve just gone into a ‘Big Burger’. You are ordering a ‘Big Breakfast’ (available, it says, until 10:00am).

You: “A Big Breakfast – no egg, and tea, not coffee”.

CSA: “We’ve stopped serving Big Breakfasts”.

Fast Food Conflict Fast Food Conflict ……

The head is out and you are running the school. A teacher bursts into your office with a child.

Teacher: “I’m not prepared to have this child in my class a moment longer! You deal with him!”

You: “I’m too busy for this – take him to Mrs Bates’ class”.

Teacher Conflict Teacher Conflict ……

It’s 5:30pm. You’ve been working flat out for two weeks, and it’s your daughter’s concert tonight. You need to be home by 6:30!

Head: “Oh hi. Listen, I really need to go through the AFL stuff with you. I have a meeting now but it should be over by 6:00. Can we hook up then? Should only take an hour or so”.

You: “Yes”.

Work-Life Conflict Work-Life Conflict ……

It’s 10:00pm and you’ve just finished dinner with a group of friends at someone’s house.

Hostesses’ partner: “Look, I’m really tired. Can you all go please? Sorry. I’m just exhausted”.

You: “You are so rude! No wonder no-one really wanted to come! And just so you know, your fish was overcooked!”

Dinner Party Conflict Dinner Party Conflict ……

Assess the importance of the conflict Assess the importance of your position Consider the background De-personalise [adopt 3rd position] Choose an apropriate mode …

[ … later, we’ll consider how to implement it …]

Choosing to use a Conflict Choosing to use a Conflict mode…mode…

Leaving unimportant issues alone

Reducing tensions Buying time Knowing your limitations Allowing others ownership Recognizing issues as

symptoms

“I’ll think about it tomorrow”

Withdrawing Sidestepping Sense of timing Ability to leave things unresolved

Lack of input from you Decisions made by default Festering issues Climate of caution

Hostility/hurt feelings Work overload—too many causes Lack of prioritization/delegation

Competing

Compromising

AccommodatingAvoiding

Collaborating

Low Co-operativeness High

Low

A

sser

tive

ness

H

igh

The 5 Conflict modes The 5 Conflict modes ……

Your TKI Survey …Your TKI Survey …

I propose a middle ground

I am nearly always concerned with satisfying all of our wishes

Interpreting your TKI Report Interpreting your TKI Report ……