1. Mastering Conflict

2. CONFLICT

6. CONFLICT.

12. “Successful leaders manage conflict ; they don’t shy away from it or suppress it but see it as an engine of creativity and innovation. Some of the most creative ideas come out of people in conflict remaining in conversation with one another rather than flying into their own corners or staking out entrenched positions. The challenge for leaders is to develop structures and processes in which such conflicts can be orchestrated productively.” Ronald Heifetz and Marty Linsky, Leadership on the Line: Staying Alive Through the Dangers of Leading

13. Learning Objectives Describe how conflict impacts individuals & affects workplace dynamics and teamwork; Assess personal comfort level with conflict; Contrast cultural differences in expressing and responding to conflict; and List at least two actions that can be used to master conflict in a workplace.

14. Conflict Profile What is your experience with conflict?

15. Discussion Questions How might your previous experience managing conflict impact how you respond to conflict in the work place? What rules about conflict have your learned from your personal, professional, and community life?

16. COOPERATIVENESS ASSERTIVENESS

17. Adapted from: Thomas-Kidman, 1975.

18. 5 modes of handling conflict COMPETE ACCOMMODATE COMPROMISE AVOID COLLABORATE

19. Teams & Conflict: Fostering a Conflict Management Culture

20. Lyle E. Schaller author of many books about organizational change in churches “The easiest, the most tempting, and the least creative response to conflict within an organization is to pretend it does not exist.”

21. Fear of Conflict Creates artificial harmony Inhibits unfiltered and passionate debate Creates veiled discussions and guarded comments

22. Two Types of Conflict 1 2 TASK CONFLICT RELATIONSHIP CONFLICT

23. Artificial Harmony Personal Attacks Constructive Conflict The Conflict Continuum

24. Tools for Mastering Conflict Trust Communication skills Mine for conflict; Model acceptance Healthy debate Ground Rules

25. Conflict Norming

26. Exercise Each individual complete the first part of “Conflict Norming Exercise” Handout – page 1, questions 1-4 Use page 2 to discuss as a group Come to an agreement on a “Conflict Commitment” – 4-5 expectations We will not be reporting back to the large group, but you can post your conflict norms on the discussion board.

27. Skills for Mastering Conflict Prepare for conflictUnderstand cultural factorsBe an active listenerShow respectValidate all speakers

28. Skills for Mastering Conflict Confront disrespect Enforce norms Balance participation Observe behaviors Take the temperature Allow constructive venting Create solutions

29. Case Study Break into groups of 4-5. Read the case study. Answer the questions.

30. Conflict Resolution: Defining the Problem Individually describe the problem Listen to each description of the problem Repeat the descriptions and write down for all to see Review the differences in the assumptions or descriptions of the problem Attempt to find ‘common ground’ for the problem definition

31. Conflict Resolution: Generating Solutions Assume positive intent Define desired outcomes Define positions but focus on interests Identify new options for mutual gain (win/win)

32. “In a conflict, being willing to change allows you to move from a point of view to a viewing point -- a higher, more expansive place, from which you can see both sides.” Thomas Crum, The Magic of Conflict

33. Thank you