CONFLICT RESOLUTION

Roles People Play in Groups

President’s Training

Concord, NH August 27th, 2016

Millie Blum

WHEN THINGS GO WRONG

Objective (s): To identify strategies to deal with negative team members and conflict resolution One of the biggest problems for leaders is to deal with “team” members who are excessively negative. Negativity can corrupt the climate and of course productivity of a meeting and the overall health of a club. Another problem for leaders is when disputes arise within the club.

ROLES PEOPLE PLAY IN GROUPS

Negativity Types: 1. The Resisters – They rail against anything different 2. The Wobblers – They are constantly shifting

moods and expect others to adjust to them 3. The Gossipers – They spread rumors and tell

inappropriate personal tidbits 4. The Blamers – They are constantly blaming others 5. The Victims – They believe people are out to get

them

ROLES PEOPLE PLAY IN GROUPS

Negativity Types: 6. The Adhesives – They can’t let go, even things

that happened years ago 7. The Pessimists – They always expect the worst

case scenario 8. The Boilers – They will blow over at the slightest

provocation 9. The Complainers – They feel everything is wrong

or will soon go wrong. 10. The Choosers – They constantly pitting one group

(or side) against the other

ROLES PEOPLE PLAY IN GROUPS

Negativity Types: 11. The Detached – They feel most everything is dumb or beneath them 12. The Self Absorbed – They are constantly grabbing

credit or attention

DEALING WITH CONFLICT WITHIN THE CLUB

APPROACHES TO CONFLICT

9/7/2016 7

Avoidance

Accommodate – engage but give in

Compete

Compromise

Collaborate

TURNING A CONFLICT STYLE INTO A STRATEGY In disputes, if Then

*Neither the outcome nor the relationship is

important to you Avoid

*The relationship is more important that the

outcome Accommodate

*Both the relationship & outcome are important to

you Collaborate

*The outcome outweighs the relationship Compete

*The outcome and the relationship are both

somewhat important (or external forces impinge) Compromise

LEADERSHIP ROLE IN RESOLVING DISPUTES

Get the Story

Active Listening

Listen for Emotions/reflect feelings

Summarize/Reframe (remove inflammatory or derogative statements

Probe / Clarify Meanings/ paraphrase

Value Silence

SUMMARIZE

Check accuracy – “You’ve said a lot. Let me see if I understand…” – “So the issues you’re concerned about are X, Y, Z, and it sounds like the biggest one for you is Z. Is that right?

LISTENING IS IMPORTANT AND POWERFUL

Good listening is helpful in and of itself

Builds trust and rapport

Deescalates/calms

Creates clarity

Feels like a “gift”--everyone wants to be heard

ACTIVE LISTENING IS:

Ability to focus/concentrate -- focused on all aspects of speaker’s communication, setting aside own issues for the moment.

Attitudes (ideally): • I care what this person has to say • I’m sincerely curious about how this person sees things • I’m willing to withhold judgment and accept this person’s reactions, perceptions, feelings as legitimate

TIPS FOR DEALING WITH NEGATIVITY AND CONFLICTS Successful conflict resolution depends on your ability to: Manage stress while remaining alert and calm

TIPS FOR SUCCESSFUL CONFLICT RESOLUTION Successful conflict resolution depends on your ability to: Recognize and manage your emotions Control your emotions and behavior

TIPS FOR SUCCESSFUL CONFLICT RESOLUTION

Successful conflict resolution depends on your ability to utilize your verbal and nonverbal communication skills

TIPS FOR SUCCESSFUL CONFLICT RESOLUTION

Successful conflict resolution depends on your ability to:

Be aware of and respectful of differences

TIPS FOR SUCCESSFUL CONFLICT RESOLUTION Successful conflict resolution depends on your ability to: Use humor and play to deal with challenges

Q&A