Tools for Effective Conflict Management

Tools for Effective Conflict Management

Mediation in the Workplace Ohio Department of Job and Family Services Statewide Civil Rights Conference June 8, 2006 Columbus, Ohio Managing Conflict in the

Workplace The Nature of Conflict Sources of Conflict Conflict Styles/ How We Respond

Tools for Effective Conflict Management What is Conflict? Definition of Conflict: Conflict is a form of competition between perceived or actual incompatible needs, goals, desires, ideas, or resources. Source: The Consortium on Negotiation and Conflict Resolution

What Types of Conflict Do You Experience Everyday? Types of Conflict Interpersonal Intragroup Intergroup

Sources of Conflict Communication Structural Personal Sources of Conflict Communication -- Too Much, Too Little

Poor listening Insufficient sharing of information Differences in interpretation and perception Nonverbal cues ignored or missed Sources of Conflict

Structural Size of the Organization Turf Turnover rate Roles and Responsibilities Sources of Conflict Personal Individual self-esteem

Personal goals Personal Values and Needs To be valued by others To be in control How Do You Respond to Conflict? Five Styles We Use in Conflict Situations -Avoid - do nothing

-Compete - win/lose -Compromise - split the difference -Collaborate - win/win -Accommodate - give in Know Your Hot Buttons Tools for Effective Conflict Management

Using a Problem Solving Process Use Communication to Your Advantage Consider Processes such as Mediation Using a Problem Solving Process There are many different problem solving processes and models for conflict management and resolution - 3step; 4-step; 6-step

No one process or model is best Choose one that works for you and your situation 6 Step Problem Solving Process Identify the Issues(s) or Problem(s) Use brainstorming to identify the Interests (needs

and concerns) of all the parties Use brainstorming to develop options or potential solutions Evaluate and choose the option or solution that addresses the needs and concerns of all parties -strive for mutual gain Implement the chosen solution Review the result -- build in follow-up Assess your Situation

Identify the problem or issue? What is important to you and why? What is important to the other person(s) and why? How can mutual gains be maximized? Positions and Interests Position = What I Want Interest = Why I Want it my needs,

concerns If you are stating a position, the other person can only respond with yes or no, or a counter proposal. If you are stating an interest, there are usually multiple ways to satisfy the interest. Using Communication to Your Advantage

What are some main components of communication? Using Communication to Your Advantage Communication negotiates relationships and communicates ideas. Effective Listening

Preference Statements Purpose Statements I Statements Effective Communication

The Art of Skillful Listening Stop Talking Imagine the other persons point of view Look, act, and be interested -- ask questions Observe nonverbal behavior Dont interrupt -- sit still past your

comfort level Effective Communication Preference Statements: Communicate clearly your preferences rather than stating them as demands or forcing others to guess. If it was just me What Id like

It would be helpful to me if... Effective Communication Purpose Stating: Make known your intentions so others do not unknowingly operate at cross purposes. Supplying information about your aims, allows others to understand, and if possible, to assist you. What Im trying to accomplish is

Im hoping to My intention is to... Effective Communication I Statements Focus on yourself own the problem Name the feeling Name the problem behavior Describe the impact on you

I felt frustrated when you modified the report without consulting me because I spent a lot of time on it. Effective Communication People want to be heard and want to know that heard them Reflect back what you think the person is saying to them - demonstrates to the

person that you were listening and gives you an opportunity to clarify so that you may better assess the situation Choose Your Words! Re-framing Re-framing: stating or re-phrasing a concept in an effort to reach agreement or resolve conflict.

Re-framing Re-framing can be used to:

Clarify a statement and achieve understanding Achieve a different perspective Neutralize language Construct a joint or common goal Emphasize areas of agreement and compatibility Example of Re-framing Original Statement Hell will freeze over before I work with that jerk again

Re-framed Statement I had a poor experience working with him/her and I dont ever want to repeat it again. Dealing with Difficult People Dealing with Your Anger Express anger effectively Identify the behavior Describe your viewpoint

Try to Promote Trust Use positive framing Consider using humor Dealing with Difficult People Dealing with Their Anger - Diffuse Emotions Listen Let them vent Address Their Anger

Acknowledge the behavior Dealing with Difficult People Dealing with Their Anger - Continued Respond Strategically Make your response work for you Help an angry opponent save face Dealing with Difficult People

Dealing with Intense Emotions Use ground rules Set boundaries Acknowledge feelings Be willing to terminate the process Dont allow personal attacks Mediation Mediation is an informal structured process in

which a neutral third party, called a mediator, helps parties work through and resolve problems. The mediator does not impose a decision. 7 Stage Mediation Model STAGE 1. STAGE 2. STAGE 3.

STAGE 4. STAGE 5. STAGE 6. STAGE 7. Introduction Problem Determination Summarizing Issue Identification

Generation and Evaluation of Alternatives Selection of the Appropriate Alternatives Conclusion Key Features of Mediation Mediation is usually a voluntary process. Mediation can be private and confidential. Disputing parties maintain control over the outcome Relationships can be maintained or improved.

Mediation can be used before and/or after filing a lawsuit. Creative agreements beyond the courts authority can be crafted. Mediated agreements are often achieved more quickly than court judgements. Mediation can reduce the potential for future conflicts. Workplace Mediation Program

Available to state employees at no charge Any party may request mediation Participation is voluntary Mediators are trained state employees not from the

parties agency Co-mediation model is used Collective bargaining disputes are not mediated Does not affect an employees right to file formal complaint or grievance Ohio Commission on Dispute Resolution and Conflict Management

77 S. High Street, 24th Floor Columbus, OH 43215 (614) 752-9595 www.disputeresolution.ohio.gov

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