Workshop Sessions Time: 2:15pm to 3:30pm Break time at the end of workshop. Return to the Main Room at 3:45pm Bathroom locations
Presenter
Presentation Notes
Welcome & Introductions Opening Activity – Conflict??? Conflict Management Styles Bracketing Balcony and the Dance Floor Wrap-up & Evaluation
Presenter
Presentation Notes
What will we need to do to support our working together for the next 90 minutes?
Conflict ???
Presenter
Presentation Notes
Facilitator asks: What is your definition of Conflict? Flipchart responses
CONFLICT
Clash
Quarrel
Presenter
Presentation Notes
Facilitator comments: Provide these words after the audience had a chance to provide their definitions
Group Activity
Presenter
Presentation Notes
Table Discussion What are the major changes in Health Care you heard from the panel this morning? What do you foresee the impact will be at your organization? (LM activities have stopped or come to a halt?) How do plan to report back the messages you heard today? Large Group Discussion What types of conflict do you believe will emerge based on the changes and also based how communication occurs or doesn’t occur?
Presenter
Presentation Notes
Facilitator States: When the Conflict is raging??? How do you respond? How you manage? How do you problem solve?
How Do You Manage / Address CONFLICT?
Presenter
Presentation Notes
Large Group Discussion Prepare to guide participants through a brief lecturette on Thomas-Kilman Conflict Styles
Conflict Management Styles
Presenter
Presentation Notes
Large Group discussion Thomas – Kilman Conflict Styles
Presenter
Presentation Notes
Facilitator comments: Now let’s move to some tools to help you manage and resolve conflict
Hold back initial response
Acknowledge feelings
Develop “revised internal thought”
processPrepare to
communicate
Bracketing Process
Presenter
Presentation Notes
Large Group Discussion – “Bracketing” A tool introduced to the LMP by the consultant Maureen Sheehan A tool used in a situation when you are provoked As a leader involved in the change efforts at your organization, there will be many challenges, where you will be provoked How you handle the situations will determine how you build trust and the internal capacity to move forward
Bracketing Process• Create space to think through what’s
best to doHold back initial response
• What do you really want to say?• What would be the likely result if you
responded based on your feelings?Acknowledge
feelings
• Identify positive interests and goals• Facts needed? • Systematic causes• Can provoker help to problem solve
Develop Revised Internal Thought
Process
• What do you really want to say?• Actual verbal response based on
goals, values, interests• Action steps to problem solve
Prepare to communicate
Presenter
Presentation Notes
Large Group Discussion – “Bracketing” Take workshop participants through a descriptive step by step process on “Bracketing” – Use a “real” Healthcare Experience example
Bracketing TaskSelect one scenario:
• Have a table discussion related to selected scenario
• Use the Step by Step Process
• Develop your response
Presenter
Presentation Notes
Bracketing Scenarios ???
Bracketing Debrief
• How was this process for you?
• Where there any challenges?
• Will this tool be useful when conflict arises?
Presenter
Presentation Notes
Bracketing Scenarios ???
Presenter
Presentation Notes
Balcony and the Dance Floor – from the book “Leadership on the Line” written by Ron Heifetz and Marty Linsky Get on the Balcony from the Dance Floor is a metaphor that explains the ability and need to get perspective while being involved in the middle of the action or a conflict within a group, community, and or organization. However just being on the balcony is not enough. You must return to the dance floor where the action is taking place with new information (acquired on the balcony) to initiate change.
Presenter
Presentation Notes
Balcony and the Dance Floor Dance Floor - Involved in the middle of the action or a conflict within a group, community, and or organization.
Presenter
Presentation Notes
Balcony and the Dance Floor Get on the balcony from the dance floor to gain a perspective while being involved in the middle of the action or a conflict within a group, community, and or organization.
Presenter
Presentation Notes
Balcony and the Dance Floor However just being on the balcony is not enough. You must return to the dance floor where the action is taking place with new information (acquired on the balcony) to initiate change.
Balcony and the Dance Floor Process
Presenter
Presentation Notes
Large Group Discussion – “Balcony and the Dance Floor” A tool developed by Ron Heifetz and Marty Linsky A tool used in a situation when you are involved / engaged in a conflict Transformational approach to leading in conflict and finding meaningful resolutions
Balcony and the Dance Floor Process• Step out of a conflict to gain a “higher
level” perspectiveStep out of the conflict
• Who are the Stakeholders?• Circumstances surrounding the group• How are you affecting or being affected
by the conflict?
Describe the role of dance floor with group context
• Technical / Adaptive Challenge?• Understanding the players involved• Where are people at?• Listen to the song beneath the words• Read the behavior of authority figures
Describe role of balcony
• Return to the conflict with the new information gained to problem solve and initiate change
Step back into the conflict
Presenter
Presentation Notes
Large Group Discussion – “Balcony and the Dance Floor” Take workshop participants through a descriptive step by step process on “Balcony and the Dance Floor” – Use a “real” Healthcare Experience example
Balcony and the Dance Floor TaskLarge Group Problem Solving
• What is the conflict?
• What do you see from the balcony?
• What information is needed?
Presenter
Presentation Notes
Balcony and the Dance Floor Large Group Scenario: ???
Outstanding Issues
Customer Service Project Launch deadline fast approaching
Grant Funding temporarily available
Team not functioning
Presenter
Presentation Notes
Balcony and the Dance Floor Dance Floor - Involved in the middle of the action or a conflict within a group, community, and or organization.
Balcony and the Dance Floor TaskLarge Group Problem Solving
• What is the conflict?
• What do you see from the balcony?
• What information is needed?
Presenter
Presentation Notes
Balcony and the Dance Floor Large Group Scenario: ???
Balcony and the Dance Floor Process
Presenter
Presentation Notes
Large Group Discussion – “Balcony and the Dance Floor” A tool developed by Ron Heifetz and Marty Linsky A tool used in a situation when you are involved / engaged in a conflict Transformational approach to leading in conflict and finding meaningful resolutions
CONFLICT
DiscoveryAwareness
Presenter
Presentation Notes
Facilitator states: This workshop has provided you with some skills to begin to think about Conflict differently. Where conflict can now be seen as an opportunity to: create awareness within specific areas of concerns/ challenges discover and explore new areas and possibilities related to the conflict have meaningful discussions think proactive about future challenges problem solve / resolve long standing issues and concerns
Try it out!Try a skill or technique at work in the next 72 hours.
Presenter
Presentation Notes
Facilitator states: It is important to identify opportunities to practice workshop materials in the next 72 hours and begin to practice on a regular basis in order to develop new skills and role model for others back in your organization.
We are all in this TOGETHER
Presenter
Presentation Notes
Facilitator states; The changes in Health Care can seem overwhelming and quite challenging, which can lead to various types of conflict within your organization. If we remember we are all in this together and we must work together to develop and sustain Quality Performance.
Did this workshop meet your
Presenter
Presentation Notes
Large Group Discussion: What worked about today’s workshop? What can be improved?
Please fill out your evaluation…
Presenter
Presentation Notes
Facilitator states: Your honest feedback is needed Please fill out the formal evaluation for today’s Managing Conflict workshop and place it on your table when you have completed it. Remind participants - When they return to the main room. fill out the day evaluation tool for the entire HCR symposium
Presenter
Presentation Notes
Facilitator states: You are now on break for 15 minutes, please return to the main room by 3:45pm
Thank you!
Presenter
Presentation Notes
Facilitator states: Thank you so much for participating in this Managing Conflict Workshop