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Dispute Resolution for Small Business - Greater Victoria Chamber of Commerce - April 6 2011
 

Dispute Resolution for Small Business - Greater Victoria Chamber of Commerce - April 6 2011

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Presentation delivered, on April 6/2011, at the Greater Victoria Chamber of Commerce, as part of their Business Education Series.

Presentation delivered, on April 6/2011, at the Greater Victoria Chamber of Commerce, as part of their Business Education Series.

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    Dispute Resolution for Small Business - Greater Victoria Chamber of Commerce - April 6 2011 Dispute Resolution for Small Business - Greater Victoria Chamber of Commerce - April 6 2011 Presentation Transcript

    • Appropriate Dispute Resolution for Small (and Big!) BusinessGreater Victoria Chamber of CommerceApril 6, 2011Ben Ziegler (Collaborative Journeys)
    • Agenda1. Disputes happen2. Getting to resolution3. Some trends in conflict management4. Doing what’s appropriate for your situation5. Discussion
    • Credentials• Freelance mediator & business consultant since 2001• Mediator & mentor in BC Court Mediation Program• Online Dispute Resolution mediator & consultant (eBay, BC government)• Advisor on CESO (NGO) international development projects• Past employee Accenture, Sierra Systems
    • About you?
    • Conflict is “normal”
    • Disputeshappen
    • B-2-BB-2-CC-2-C
    • Disputes about…
    • At what cost? emotional continuity opportunity direct
    • Why is resolution so hard? Our nature What we nurture
    • Getting to Resolution
    • Conflict management styles high Competing CollaboratingAssertiveness Compromising Avoiding Accommodating low high Cooperation Based on Thomas-Kilmann Conflict Mode Instrument
    • Dispute Resolution attitude agreement conversation connection
    • 1. Attitude
    • Bid for connection Many : 1
    • The magic relationship ratio
    • “Yes, but and…”
    • Reframe conflict …and change the game
    • 2. Let’s talk
    • Change through conversations
    • StructureInfluences behaviour
    • Make it… safe to fail
    • one-to-one
    • all together
    • online
    • Tell stories The “gutter” The Story
    • Are you listening to listen or listening to talk?
    • Peel the onion Understand needs… yours and others
    • 3. Build bridges
    • Have a frameworkMary Parker Follett, circa 1920
    • Find common ground Balance me AND we
    • Triangulate
    • Use metaphor
    • Apology!
    • Welcome the unexpected
    • AppreciateAppreciation may be the most significanthuman psychological need
    • 4. Reach agreement
    • Iterate to agreement Sunlight of thought Sea of activity
    • What’s your mindset? Agreement for results or Agreement for protection
    • 10 Elements of (any) Agreement 1. Intent and specific vision 2. Roles 3. Promises/commitments to action 4. Time and value 5. Measurements of satisfaction 6. Concern, risks, and fears 7. Renegotiation/dissolution 8. Consequences 9. Conflict resolution 10. Agreement? Source: Stewart Levine’s The Book of Agreement
    • 5. Rework for next time
    • Knowledge BankInvestwhatyoulearned “residue” of experience disputes other worlds
    • “daily life is foreplay for relationships” (Kate Feldman)
    • Make it a habit 21 days
    • Some trendsin conflict resolution
    • Business sustainabilityis linked to long-term relationships And believe in…
    • Doing what’s appropriate for your situation
    • Assess the situation What happened? What are the issues? Why are they important? How do they see things? What am I/we going to do about it? Reality check…
    • Who decides? They I We We +
    • I can deal with it myself
    • Direct negotiations
    • A3 rd party neutralfacilitates negotiation…
    • Bring in the 4 th Party 4th Party (ICT toolkit)when location matters
    • 3rd Party Ruling Crowd Wisdom
    • A plan for resolution 1. Assess the situation 2. Decide on a resolution approach 3. Agree on an action plan 4. Get together and talk 5. Find common ground 6. Craft a settlement agreement 7. Learn from the experience
    • Thank YouBen Ziegler516.3936ben@collaborativejourneys.com