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Mastering Conflict

Learn to embrace conflict as a tool for creativity and innovation. Develop skills to manage workplace conflicts effectively, understand cultural differences in conflict resolution, and foster a healthy conflict management culture.

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Mastering Conflict

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  1. Mastering Conflict

  2. CONFLICT

  3. CONFLICT

  4. CONFLICT.

  5. “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

  6. 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.

  7. Conflict Profile What is your experience with conflict?

  8. 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?

  9. ASSERTIVENESS COOPERATIVENESS

  10. Adapted from: Thomas-Kidman, 1975.

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

  12. Teams & Conflict: Fostering a Conflict Management Culture

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

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

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

  16. The Conflict Continuum Constructive Conflict Artificial Harmony Personal Attacks

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

  18. Conflict Norming

  19. 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.

  20. Skills for Mastering Conflict

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

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

  23. 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

  24. Conflict Resolution: Generating Solutions

  25. “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

  26. Thank you

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