1.
Cross-Cultural
Conflict Management
Inter-Cultural Association of Greater Victoria
August 2013
Ben Ziegler
Tel: 250.516.3936
Ben@collaborativejourneys.com
www.collaborativejourneys.com

2.
Agenda
1.
2.
3.
4.
5.
Introductions
Conflict management styles
Cross-cultural communication differences
Key conflict management skills
4 ways to get better at cross-culture conflict
management

3.
Conflict Management Styles
Assertiveness
high
low
Cooperation
high

4.
Conflict management styles
high
Assertiveness
Competing
Collaborating
Compromising
Avoiding
low
Accommodating
Cooperation
high
Based on Thomas-Kilmann Conflict Mode Instrument

5.
Cultural differences
Photo credit: Yourdon
on Flickr

6.
Direct and indirect communication
preferences, by country
(Laroche and Rutherford, 2007)

7.
Strength of emotional behaviors in
selected countries/regions
(Laroche and Rutherford, 2007)

8.
Appropriate timing of comments
between two people in conversation
(Laroche and Rutherford, 2007)

9.
Communication channels
(Laroche and Rutherford, 2007)

10.
Individualism
(Laroche and Rutherford, 2007)

11.
3 Key conflict management skills
1. Deal with your anger
2. Understand needs
3. Reframe the conflict

12.
Conflict management skill:
Deal with your anger
How to
respond
?
Confront
Defuse
Disengage

13.
Defusing Strategy
1.
2.
3.
4.
5.
6.
Remain calm yourself
Non-verbally reassure the other person
Encourage talking
Show understanding
Commit to resolving the issue
Help the other person save face

14.
Disengaging Strategy
1. Acknowledge: “I can see you’re furious with
me”
2. Commit involvement: “and I’d like to talk
more about it”
3. State your need: “right now I’m too angry
(frustrated, upset, etc.) to think or talk. I
need 1 hour to cool off”
4. State your intent to return: “I’ll be back”
5. Leave.

15.
Confronting Strategy
Confronting Strategy = Assertive expression:
1.
2.
3.
4.
Describe - “When you…
Express - “I get…
Specify – “I want…
Consequence – “ So that we…

16.
Conflict management skill:
Understand needs
What you see
What you don’t see

17.
When they say:
I don’t like
your
attitude
What else is on their mind?

18.
Separate Positions, Issues, Interests
Position – what I want as an outcome
Issue – what conflict is about (non-blaming)
Interest – why I want that as an outcome

19.
Know your needs (and theirs!)
Your co-worker says,
“That’s not how we do it, here”
What you want as
an outcome
Why you want it
To
contribute
Feel welcomed…
that you came to
the right place,
and belong here?
Position
Interests

20.
Build on common ground
Positions
Interests

21.
Conflict management skill:
Don’t Reject. Reframe.
Our mind can hold opposing
views.
What do you see a picture of?

22.
Goal
Focus
Positions
Interests
Problem
Focus
Assertiveness
Competing
Avoiding
Collaboration
Accommodating
Cooperation

23.
Reframe conflict… and change the game
From
To
“The most we can offer you is
$15/hour.”
“You expect top value for your
money. These are the different
ways I bring value to the
position…”
“I think Yu can do the
job better than you.”
“Work quality is important to
you. What aspects of the job
matter most to you?”
“We need to get rid of
Enrique so we can get our
work done.”
“How can we address team
chemistry so everyone is more
productive?”

24.
4 strategies to improve your
cross-cultural conflict
management
1. Observe how people in the culture
handle conflict
2. Ask key informants (cultural experts)
3. Consult cultural sources
4. Observe other people’s actions to you

25.
1. Observe how people in the
culture handle conflict
Do they focus more on the work that has to get done or
the working relationship between them?
Think of someone in the culture who you think deals with
conflict well.
• Why do you think they are successful in managing
conflict?
• How does their approach to conflict management
compare with your cultural experiences and
background?

26.
2. Ask key informants (cultural
experts)
Think of your workplace or a current situation you
are involved in.
• Who are your key informants (cultural experts)?
Ask them:
• How they handle disagreements?
• How they recommend you approach someone
you have a disagreement with?

27.
3. Consult cultural sources
•
•
•
•
•
Read literature, stories… about the culture
Popular culture; music, TV, magazines…
Internet
Research on conflict in this culture; e.g., ICA
Etc.

28.
4. Observe other people’s actions
to you

29.
Questions & Answers?