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