Mastering Conflict

CONFLICT

CONFLICT

CONFLICT.

“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

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.

Conflict Profile

What is your experience with

conflict?

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?

COOPERATIVENESS

ASSERTIVENESS

Adapted from: Thomas-Kidman, 1975.

5modes of handling conflict

COMPETE ACCOMMODATE

COMPROMISEAVOID

COLLABORATE

Teams & Conflict: Fostering a Conflict Management Culture

Lyle E. Schaller author of many books about organizational change

in churches

“The easiest, the most tempting, and the least creative

response toconflict within an

organization is to

pretend it does not exist.”

Fear of Conflict

Creates

artificial

harmony

Inhibits unfiltered

and passionate

debate

Creates veiled

discussions and

guarded comments

Two Types of Conflict

1 2

TASK CONFLICT RELATIONSHIP CONFLICT

Artificial Harmony Personal Attacks

Constructive Conflict

The Conflict Continuum

Tools for Mastering Conflict

Trust

Communicatio

n

skillsMine for

conflict;

Model

acceptance Health

y

debate

Ground

Rules

Conflict Norming

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.

Skills for Mastering Conflict

Prepare for conflict

Understand cultural factors

Be an active listener

Show respect

Validate all speakers

Skills for Mastering Conflict• Confront disrespect• Enforce norms• Balance participation• Observe behaviors• Take the temperature• Allow constructive

venting• Create solutions

Case Study

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

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

Conflict Resolution: Generating Solutions

Assume positive intent

Define desired outcomes

Define positions but focus on interestsIdentify new options for mutual gain (win/win)

“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

Thank you