Managing Team Conflict Effectively

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Are unresolved conflicts affecting team functioning? Would you like to make conflict a source of growth for your team? Would like a road map to get there? …

Are unresolved conflicts affecting team functioning? Would you like to make conflict a source of growth for your team? Would like a road map to get there?

Managing team conflict effectively is the art of fostering trust, resolving conflicts as they arise and facilitating productive communication. Highly functioning teams can debate challenging topics, make tough decisions, and hold each other accountable for results.

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  • 1. Managing Team Conflict Effectively Claudette Rowley January 30, 2013A Service Of: Sponsored by:
  • 2. INTEGRATED PLANNING Advising nonprofits in: www.synthesispartnership.com • Strategy • Planning (617) 969-1881 • Organizational Development info@synthesispartnership.comA Service Of: Sponsored by:
  • 3. Affordable collaborative data management in the cloud.A Service Of: Sponsored by:
  • 4. Today’s Speaker Claudette Rowley Coach, Consultant, Author Metavoice Coaching & ConsultingAssisting with chat questions: Hosting:Jamie Maloney, Nonprofit Webinars Sam Frank, Synthesis PartnershipA Service Of: Sponsored by:
  • 5. Managing Team Conflict Effectively PRESENTED BY CLAUDETTE ROWLEY JANUARY 30, 2013
  • 6. Today’s Take Aways1. Learn the behaviors that cultivate team trust.2. Learn to build your team through productive conflict management.3. Learn how to keep your team members engaged and committed.
  • 7. Definition of ConflictIn it’s broadest sense, conflict is defined as a disagreement in which parties involved perceive that their needs, interests or concerns are compromised.
  • 8. Trust + Engagement = Productive ConflictManaging team conflict is most effective in a trusting environment with engaged, committed employees.
  • 9. Definition of Conflict on a TeamAccording to Patrick Lencioni (Five Dysfunctions of a Team), conflict on a team is:“productive, ideological conflict: passionate, unfiltered debate around issues of importance to the team.”
  • 10. Character + Competence = Trust
  • 11. The Speed of TrustIn his book The Speed of Trust, Stephen Covey Jr. talks about how trust affects speed and cost in organizations. When trust goes down, speed will go down and cost will go up. When trust goes up, speed goes up and cost will go down.
  • 12. Stephen Covey Jr’s 13 Trust building Behaviors1. Talk straight 8. Confront reality2. Demonstrate respect 9. Clarify expectations3. Create transparency 10. Practice accountability4. Right wrongs 11. Listen first5. Show loyalty 12. Keep commitments6. Deliver results 13. Extend trust7. Get better
  • 13. Reflective Questions1. Which of the 13 behaviors do you do best?2. Which would you like to improve upon?3. How can you promote these behaviors on your team?4. Which three behaviors are a priority for your team?
  • 14. Productive Conflict Management Create opportunities for self-awareness and establish conflict management guidelines. Train the team on conflict resolution principles.
  • 15. Promote Self-AwarenessSchedule a conversation with the team that includes these questions:o What’s your perception of conflict?o How do you typically handle conflict?o What are work/family/cultural influences that impact how I handle conflict?
  • 16. Create Communication/Conflict GuidelinesGuidelines could include:• response times and when to use email vs. phone• how to address misunderstandings or miscommunications• if two or more people are in conflict who will address it and how?• time frames for addressing a conflict• guiding principles for communication (i.e., respect, good listening, check out assumptions, etc.)
  • 17. Train on Conflict Resolution Principles Listen more than you talk Acknowledge the other person’s perspective (acknowledging is not agreeing) Let people tell their story (share their thoughts and feelings) Use reflective listening (listen for their needs/interests, what’s important to them. “What I’m hearing you say is that receiving a sincere apology is really important to you.”)
  • 18. Train on Conflict Resolution Principles Then move into resolution: Brainstorm options and solutions – as many as possible After a resolution or solution is reached, determine who will implement by when Schedule a follow up meeting or conversation
  • 19. The Role of Emotion in Conflict When we interpret a conflict as an emotional injury or violation of our dignity, we can feel emotionally “triggered”. The limbic part of the brain gets activated – we feel like we want to flee, fight or freeze. We can use emotional triggers to our benefit. We have the opportunity to increase self-awareness and return to creativity and problem-solving.
  • 20. If the Team Is Stuck1. Refrain from blaming, defensiveness and criticism.2. Name your experience.3. Reframe the conversation toward interests or options.4. Take a break and reconvene at an agreed upon time.5. Get a neutral third party if needed.
  • 21. Keep Team Members EngagedTeam members are more likely to resolve conflicts and have more productive conflict if they are engaged and committed to their work.
  • 22. Productivity Quadrants High productivity/low positivity: very effective, high burnout High positivity/low productivity: everyone gets along, feels good, and don’t get much done Low productivity/low positivity: misery loves company, unified by bad boss, not much gets done High productivity/high positivity: team is functioning well, trust is built, conflicts are handled, communication is effective and team gets a lot accomplished/results oriented*From Team Diagnostic Assessment
  • 23. Common Disengagement Patterns Over-management Under-management Delegation isn’t working Communication breaks down at crucial points
  • 24. Team Engagement Steps1. Schedule regular communication: Hold monthly planning meetings Structure consistent weekly check-ins2. Priorities based on talents and skills: Define roles and responsibilities Identify top 3 priorities and put in writing Discuss professional development opportunities
  • 25. Team Engagement Steps3. Manage expectations: Know and discuss expectations Delegate tasks with clearly defined expectations and outcomes Conduct follow up conversations after task completion
  • 26. Team Engagement Steps4. Resolve conflicts: Address conflicts in timely manner Focus on the facts Act and speak neutrally Check out assumptions first Ask employee or tem for their perspective Ask for suggestions on best ways to resolve
  • 27. Team Engagement Steps5. Express appreciation: Ask what makes employee feels appreciated or recognized Offer positive feedback when you can Identify talents, strengths and gifts and capitalize on them People have differing styles and needs for appreciation and recognition
  • 28. Easy Ways to Put Steps into Action Assess team member level of engagement Ask “what makes you feel appreciated or recognized?” When addressing a conflict, “seek to understand” Define roles and responsibilities Assess communication – how is it working? What’s one small shift you could make to improve engagement?
  • 29. Find listings for our current season of webinars and register at: NonprofitWebinars.comA Service Of: Sponsored by: