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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

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

  1. 1. Appropriate Dispute Resolution for Small (and Big!) Business Greater Victoria Chamber of Commerce April 6, 2011 Ben Ziegler (Collaborative Journeys)
  2. 2. Agenda 1. Disputes happen 2. Getting to resolution 3. Some trends in conflict management 4. Doing what’s appropriate for your situation 5. Discussion
  3. 3. 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
  4. 4. About you?
  5. 5. Conflict is “normal”
  6. 6. Disputes happen
  7. 7. B-2-B B-2-C C-2-C
  8. 8. Disputes about…
  9. 9. At what cost? emotional continuity opportunity direct
  10. 10. Why is resolution so hard? Our nature What we nurture
  11. 11. Getting to Resolution
  12. 12. Conflict management styles high Competing Collaborating Assertiveness Compromising Avoiding Accommodating low high Cooperation Based on Thomas-Kilmann Conflict Mode Instrument
  13. 13. Dispute Resolution attitude agreement conversation connection
  14. 14. 1. Attitude
  15. 15. Bid for connection Many : 1
  16. 16. The magic relationship ratio
  17. 17. “Yes, but and…”
  18. 18. Reframe conflict …and change the game
  19. 19. 2. Let’s talk
  20. 20. Change through conversations
  21. 21. Structure Influences behaviour
  22. 22. Make it… safe to fail
  23. 23. one-to- one
  24. 24. all together
  25. 25. online
  26. 26. Tell stories The “gutter” The Story
  27. 27. Are you listening to listen or listening to talk?
  28. 28. Peel the onion Understand needs… yours and others
  29. 29. 3. Build bridges
  30. 30. Have a framework Mary Parker Follett, circa 1920
  31. 31. Find common ground Balance me AND we
  32. 32. Triangulate
  33. 33. Use metaphor
  34. 34. Apology!
  35. 35. Welcome the unexpected
  36. 36. Appreciate Appreciation may be the most significant human psychological need
  37. 37. 4. Reach agreement
  38. 38. Iterate to agreement Sunlight of thought Sea of activity
  39. 39. What’s your mindset? Agreement for results or Agreement for protection
  40. 40. 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
  41. 41. 5. Rework for next time
  42. 42. Knowledge Bank Invest what you learned “residue” of experience disputes other worlds
  43. 43. “daily life is foreplay for relationships” (Kate Feldman)
  44. 44. Make it a habit 21 days
  45. 45. Some trends in conflict resolution
  46. 46. Business sustainability is linked to long-term relationships And believe in…
  47. 47. Doing what’s appropriate for your situation
  48. 48. 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…
  49. 49. Who decides? They I We We +
  50. 50. I can deal with it myself
  51. 51. Direct negotiations
  52. 52. A3 rd party neutral facilitates negotiation…
  53. 53. Bring in the 4 th Party 4th Party (ICT toolkit) when location matters
  54. 54. 3rd Party Ruling Crowd Wisdom
  55. 55. 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
  56. 56. Thank You Ben Ziegler 516.3936 ben@collaborativejourneys.com

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