Blueprint for Approaching Conflict

1. Blueprint for Approaching Conflict Third-party Roles Tools

2. Catching Conflict Before it Escalates * * Ury, W., (2000) The Third Side. New York: Penguin

3. The Motto of the Third Sider: • “Contain if necessary, resolve if possible, best of all prevent.”

4. The Roles for Third Siders* Why Conflict Escalates Ways to Transform Conflict PREVENT Frustrated Needs The Provider Poor Skills The Teacher Weak Relationships The Bridge-Builder RESOLVE Conflicting Interests The Mediator Disputed Rights The Arbiter Unequal Power The Equalizer Injured Relationships The Healer CONTAIN No Attention The Witness No Limitation The Referee No Protection The Peacekeeper * Ury, W., (2000) The Third Side. New York: Penguin

5. Ombuds Program Services • Listening • Coaching • Shuttle Diplomacy • Mediation • Team Interventions

6. Assess-Diagnose-Intervene Model* • Assessing – Acquiring data • Use Awareness Wheel • Behavioral Descriptions vs. Judgments & Inferences • Personal awareness of situation • Diagnosing – Make sense of it • Assessment • Intervening – Do something • What am I going to do? … Or NOT * Ron Short

7. Tools for Diagnosis Available through Ombuds Office • Organization Culture Assessment Instrument (OCAI) • Expectations/Experiences Assessment Instrument (Want/Get) • Myers-Briggs Type Indicator (MBTI) • Thomas-Kilmann Conflict Mode Inventory(TKI) • Fundamental Interpersonal Relations Orientation–Behavioral (FIRO-B) • Situational Perceptions-Observations Test (SPOT)

8. Organization Culture Assessment Instrument (OCAI) • Theorist: Robert Quinn • Use: Serves as a way to diagnose and initiate change in the organizational culture • Framework: Competing Values Flexibility/ Discretion Clan Advocacy Internal Focus External Focus Hierarchy Market Control/ Stability

9. Expectations/Experiences Assessment Instrument • Use: Provides a picture of expectations and experience within an organization or customer set. • Framework: Wants vs. Delivery on Wants Want Expectations Unsatisfied Expectations Satisfied Don’t Get Get Experiences not Expected No expectation;No Dissatisfaction Don’t Want

10. Myers-Briggs Type Indicator (MBTI) • Theorist: Isabel Myers, Katherine Briggs, based Carl Jung’s theory • Use: Understand basic individual preferences in data collection, decision making, energy and orientation to the world. Useful in understanding and bridging differences and creating functional teams • Framework: Four dichotomy preferences E-I N-S T-F J-P

11. Thomas-Kilmann Conflict Mode Inventory (TKI) • Theorist: Kenneth Thomas and Ralph Kilmann • Use: Identify which of five conflict-handling modes an individual uses and with what frequency; Provides awareness of choices to consciously steer conflict in constructive directions. • Framework: Assertiveness vs. Cooperativeness

12. Inclusion Control Affection Expressed behavior eI eC eA Wanted behavior wI wC wA Fundamental Interpersonal Relations Orientation–Behavioral • Theorist: William Schutz • Use: Explain how personal needs affect interpersonal relationships; Provide expanded understanding of your behavior and the behavior of others. • Framework: Expectation and expression of inclusion, control and affection

13. Situational Perceptions-Observations Test (SPOT) • Theorist: Paul Mok • Use: Provides a look at a person’s type and the strength of one’s normal ethical values and what changes occur under stress • Framework: Stress Conditions Value Set Favorable Conditions Individualistic (I) Sub-score Sub-score Rational (R) Sub-score Sub-score Social (S) Sub-score Sub-score Competitive (C) Sub-score Sub-score Total Total

14. Tools for Intervention • Interest-Based Negotiation Workshop • Values-Based Decision-Making Workshop • Customized Facilitated Trainings to maximize learning from and responding to the diagnostic information