GOT CONFLICT? Elise M. Chambers, Esq. Program Director

Transcription

1 GOT CONFLICT? Elise M. Chambers, Esq. Program Director

2 TODAY, WE LL Get a crash course: Master Conflict Theory in 10 minutes Learn three tools: Interest Based Listening Courageous Conversations Consensus Building Decision Making Work in small groups: Conflict Resolution Roadmaps The Buddy System

3 PART 1: CONFLICT THEORY CRASH COURSE

4 5 COMMON TYPES OF CONFLICTS: 1. Relationship: Pattern of negative interactions, misperceptions, poor communication, stereotypes 2. Data: Lack of necessary information, misinformation, disagreement on which data is relevant 3. Interest: Competition over perceived incompatible needs; often expressed positionally 4. Structural: Caused by external forces; limited physical resources, time, money, authority 5. Value: Perceived or actual incompatibility in belief systems

5 EVERY CONFLICT HAS 3 ELEMENTS People: Values, personality Content: topic(s) the fight is about Process: how people fight

6 INTERPERSONAL VERSUS ORGANIZATIONAL CONFLICTS Interpersonal >these particular people >this situation/project >this specific timeline Organizational > disagreement over company policy >uncertainty regarding company process(es) >organizational culture

7 THE PEOPLE

8 HOW WE BECAME WHO WE ARE: WORLDVIEW & IDENTITY

9 HOW DO WE PREFER TO COMMUNICATE?

10 AND THEN THERE S THE MIGHTY AMYGDALA

11 THE PROCESS

12 HOW DID WE LEARN TO RESOLVE CONFLICT?

13 THE CONTENT

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15 PART 2: THREE TOOLS

16 INTEREST BASED LISTENING The Gist: A position is WHAT someone wants An interest is WHY they want it A need is the resource involved (time, money, respect, fairness) Ask open-ended questions to help uncover the interests and needs buried under positions Highlight shared interests and goals Generate multiple ways of meeting needs

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18 COURAGEOUS CONVERSATIONS The Gist: Prepare for tough conversations by figuring out your part and scheduling a mutually agreeable time Create space for the other person s perceptions, experiences and ideas Craft a plan of action together to move forward

19 Behavior: the what, i.e. arriving late to a meeting; or the project was a week overdue Impact: the effect, i.e. because your project was late, I couldn t complete the contract Need: the desired new outcome, i.e. How can we create a project timeline for our next contract that will be realistic for everyone?

20 CONSENSUS BASED DECISION MAKING The Gist: Prepare for tough conversations by figuring out your part and scheduling a mutually agreeable time Create space for the other person s perceptions, experiences and ideas Decide as a group on the process for making decisions and on the criteria that will be used to evaluate proposed solutions Craft a plan of action together to move forward

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22 PART 3: BUILD YOUR CONFLICT ROADMAP!

23 Volunteers Staff/ED s Board Members One-Person Shops

24 FLOW CHART QUESTIONS: Identify situations in your organization that fit into the interpersonal and organizational boxes Choose one situation (either box) and brainstorm how you would apply the steps listed, using materials from your packet to resolve the conflict

25 Interpersonal: It s between specific people about a particular thing Who s involved? Who s the best person to help resolve the conflict? Work the Triangle! People Process Content What s the level of the conflict interpersonal or organizational? ID the source: Person v. Org.? Change process? Growing pains? Leadership issues? Organizational: It s around an organizationwide policy, process or culture Who s involved? Individuals? Groups? Departments? Who should manage the resolution process? Work the Triangle! People Process Content

26 ROAD MAP QUESTIONS: Fill out the chart - right here, right now, COMMIT to how you re going to do it differently when you leave this room It can be messy It might not work once you get back and start trying it all Pointers: Start with the one that seems the biggest, ugliest and most urgent Or, start with the one that seems the most manageable Point is: START SOMEWHERE

27 Type of conflict Prep Step Resolution Process What if..? Interative learning w/ volunteers w/ staff/ co-workers w/ leadership/ supervisor w/ board members w/ external partners Others?

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29 REMEMBER: YOU CAN ALWAYS CALL US CRC s Services For Interpersonal Conflict: Mediation Conflict Consulting Staff Training For Organizational Conflict: Conflict Assessments Change Management Process Design Staff Development Open Space Facilitations Appreciative Inquiry Summits