Managing Essential Conflict is a sophisticated skill that few achieve. This day-long course highlights the skills we need to thrive under pressure and solve complex problems in the workplace.
Text of Managing Conflict Solving Complex Problems
1. Conflict Management and Problem Solving (Under Pressure) Presented by Dr. De Hicks, CEO of SCGI Performance Management Consulting Seattle | Sacramento | Spokane
Lessons youve learned
The Power of Assumptions
Some Assumptions about Conflict
Emotional Distortion and Conflict
The Conflict Continuum
The Power of Expectations
Conflict Management Styles
Positions and Interests
Complex Problem Solving Skills
Root Cause Analysis
Overview of Todays Class
4. Your Expectations
Today, Id most like to address.
5. When are you at your best
when dealing with conflict (both at work and outside of work)?
7. The Power of Assumptions Current? out-dated? tested? Un-tested? Mine? Borrowed?
8. Assumptions about Conflict
What are your assumptions
Assumptions I have/ Tho se I he ar from others
9. Some Specific Assumptions
When conflict occurs, the relationship is forever changed
All conflict creates emotional distortion
Some conflict is essential: no conflict, no change
Most conflict occurs on two levels: Issues and Styles
Our primary tool for managing conflict is the question
Our primary for influencing conflict is the conversation
Most conflict issues are about expectations rather than values
What are you genuinely curious about?
12. The General Adaptation Syndrome ALARM! COPING EXHAUSTION Is this threatening? Is this personal? Stress = FEAR FIGHT? FLIGHT? ALLOSTASIS
13. Stress, Stress and More Stress
Allostatic Load is created when
Repeated frequency of stress responses to multiple sources (this includes perceived threats to self, income, life, and others). The body does not know the difference between perceived or real stress.
Failure to orientate (adapt to) repeated stressors of the same kind. Stated differently, this means we don't have a system in play (time management, organizational skills, de-escalation skills, and diet and exercise programs). We lack stability and our body adjusts to our instability.
Failure to turn off each stress response in a timely manner due to delayed shut down (the flame of emotional reaction lights too quickly, burns too hot, and burns for too long).
Inadequate response tells the body to compensate internally (if we don't work it out the body takes over) leading to maladapted state or a compressed allostatic load.
14. The Conflict Continuum I have a problem You realize theres a problem and now you have a problem The Conflict Continuum
15. Need for Understanding Demand for Action! WE WAR ZONE
17. The Power of Expectations VALUES Why is this important? What do I expect?
What are your expectations?
and what else?
and what else?
Why is that important to you?
What were your expectations?
Why was that important to you?
19. The Bermuda Triangle of Communication A B C Wait Have you talked to ___ about this? You need to talk to ____ about this.
you notice that is just like Values and Expectations
27. Complex Problem Solving Skills (Especially Under Pressure)
Check emotional distortion: What is the threat?
Reframe: Ask, what problem are we /am I trying to solve?
Check our / my assumptions about the problem
Imagine what the solution would look like
Look for leverage
Act on the leverage
28. Root Cause Analysis
29. My Plan
30. All Things Workplace Communication Skills (7 hrs) Managing Emotional Pressure at Work (3.5 hrs) Conflict Management/ Problem Solving Under Pressure (7 hrs) Fundamental Leadership Skills in the New Workplace (7 hrs) Leading Teams (3.5 hrs) Emotional Intelligence for Leaders (3.5 hrs) Dealing with Difficult People (3.5 hrs) Classes build on one another Or, take Classes in any order