Resolving Conflicts without Compromisealso known as“I want to have my cake and eat it!”Pascal Van Cauwenberghe & Portia Tung
About usHer Blog: www.selfishprogramming.org His Blog: blog.nayima.beNAYIMAWe make play workConsultant.Storyteller.Games M...
About this session1. What do we mean by “Conflict” ?2. Name a conflict you’d like to resolve3. A conflict we prepared earl...
1/7WHAT DO WE MEAN BY CONFLICT?
“I want to live in the city...” “... AND in the country”
“I want to eat what I want...” “... AND be fit and healthy”
Manager: “We need to go fasterto deliver more features”Developers: “We need to go slowerto increase quality.”
What do we need to resolve conflicts?1. Willingness to find a solution– Refuse to compromise– Common goal2. Articulate the...
The Shallow Thinking ProcessRoot CauseAnalysisWhy don’t we havewhat we need?A problemMagicHappensHereTHE SolutionThis is w...
The Logical Thinking Process
The Logical Thinking ProcessIntermediateObjectivesMapCurrentReality TreeConflictResolutionDiagramFuture RealityTreePrerequ...
The Conflict Resolution DiagramObjectivePrerequisite 1Requirement 1Prerequisite 2Requirement 2
3 Types of Conflict
“I want to live in the city...” “... AND I want to live in the country”Type 1:“I want X and the opposite of X”That’s not p...
“I want to eat what I want...” “... AND be fit andhealthy”Type 2:“I want X and Y”But I have to choose, right?
Manager: “We need to go fasterto deliver more features”Developers: “We need to go slowerto increase quality.”Type 3:“I wan...
2/7 NAME A CONFLICT YOU’D LIKETO RESOLVE
Three types of Conflict1. I want X and the opposite of XThat’s not possible, is it?2. I want X and Y but I can’t have both...
3/7 HERE’S ONE WE PREPAREDEARLIER
DefineproductsSales Operations Billing InvoicingStory #1• Consultants audited business unit => FAIL• We have to build a sy...
• One of the conflicts is about productdefinition• Lots of confusion about what products mean– Ask 5 people, you get 6 dif...
Step 1: Articulate the conflictObjectivePrerequisite 1Requirement 1Prerequisite 2Requirement 2
Step 1: Articulate the conflictSales:CustomisedProductsOperations:StandardisedProducts
Step 2: Find the common objectiveObjectivePrerequisite 1Requirement 1Prerequisite 2Requirement 2
Tip: Don’t continue until you agreeon a common, concrete andmotivating goalIf there’s no common goal, there’s noincentive ...
Step 2: Find the common objectiveSell moreBe more efficientCustomisedProductsStandardisedProductsSurvivingBusiness
Tip: Strive for clarity first,then for correctnessPrecise and crisp definitions toensure everyone has the sameunderstanding
Step 2: Find the common objectiveIncrease salesIncrease marginReduce costsDeliver on SLACustomisedProductsStandardisedProd...
Step 3: Review clarity and logicIncrease salesIncrease marginReduce costsDeliver on SLACustomisedProductsStandardisedProdu...
Step 3: Find the assumptionsObjectivePrerequisite 1Requirement 1Prerequisite 2Requirement 212354
Tip: Brainstorm assumptionsGo for quantityInclude “obvious” assumptions
Tip: Use “Extreme Assumptions”aka “Throw a tantrum”X is the ONLY way to have YX is the BEST way to have YX guarantees Y
Step 3a: Find the assumptions1Increase salesIncrease marginReduce costsDeliver on SLACustomisedProductsStandardisedProduct...
3a. Our assumptions• We can’t have both customised andstandardised products because– Product == Product– Standardised != C...
Step 3: Find the assumptions2Increase salesIncrease marginReduce costsDeliver on SLACustomisedProductsStandardisedProducts...
3b. Our assumptions• To increase sales and margin we need tocustomise products because– We can only compete by having an o...
Step 3: Find the assumptions3Increase salesIncrease marginReduce costsDeliver on SLACustomisedProductsStandardisedProducts...
3c. Our assumptions• To reduce costs and deliver on SLA we need tostandardise products because– Having low variation is th...
Step 3: Find the assumptions4Increase salesIncrease marginReduce costsDeliver on SLACustomisedProductsStandardisedProducts...
3d. Our assumptions• To be profitable in a shrinking market we needto increase sales and margin because– We can’t expand t...
Step 3: Find the assumptions5Increase salesIncrease marginReduce costsDeliver on SLACustomisedProductsStandardisedProducts...
3e. Our assumptions• To be profitable in a shrinking market we needto reduce costs and deliver on SLA because– We are pena...
Step 4: Challenge the assumptionsObjectivePrerequisite 1Requirement 1Prerequisite 2Requirement 212354
Step 4: Challenge the assumptions12354Increase salesIncrease marginReduce costsDeliver on SLACustomisedProductsStandardise...
4a. Challenge our assumptions• We can’t have both customised andstandardised products because– Product == Product– Standar...
4b. Challenge our assumptions• To increase sales and margin we need tocustomise products because– We can only compete by h...
4c. Challenge our assumptions• To reduce costs and deliver on SLA we need tostandardise products because– Having low varia...
4d. Challenge our assumptions• To be profitable in a shrinking market we needto increase sales and margin because– We can’...
4e. Challenge our assumptions• To be profitable in a shrinking market we needto reduce costs and deliver on SLA because– W...
The assumption we challengedProduct ==ProductIncrease salesIncrease marginReduce costsDeliver on SLACustomisedProductsStan...
What if....Sales and Operations were talkingabout different products?That would explain the confusion
The resolved conflictCustomiseSalesProductStandardiseOperationalProductSales Product !=OperationalProductIncrease salesInc...
There was another conflictOperations:CoarseProductsFinance & audit:DetailedProductsLow input andtrackingoverheadDetailed a...
The SolutionFinance & Audit“Products”Operations“Products”Sales & Marketing“Products”
The Result• Built and deployed the system– Took two years, including refactoring of productcatalog• Business unit has been...
4/7 PATTERNS OF CONFLICT
Three types of Conflict1. I need X and the opposite of XThat’s not possible, is it?2. I need X and Y but I can’t have both...
Using the Conflict Resolution Diagram• You can’t solve your own conflict– Ask for help• The biggest obstacle is willingnes...
Typical conflict patterns• The false conflict– We’re talking about different things• Assuming we have no options– We alway...
5/7 DID YOU GET ANY IDEAS TO LOOKAT YOUR CONFLICTS DIFFERENTLY?
6/7 FURTHER READING
Recommended Resources• Summary from www.agilecoach.net• “The Logical Thinking Process” – H.W. Dettmer• “It’s not Luck” – E...
Summary
About this session1. What do we mean by “Conflict” ?2. Name a conflict you’d like to resolve3. A conflict we prepared earl...
Three types of Conflict1. I need X and the opposite of XThat’s not possible, is it?2. I need X and Y but I can’t have both...
What do we need to resolve conflicts?1. Willingness to find a solution– Refuse to compromise– Common goal2. Articulate the...
The Shallow Thinking ProcessRoot CauseAnalysisWhy don’t we havewhat we need?A problemMagicHappensHereTHE SolutionThis is w...
The Logical Thinking ProcessIntermediateObjectivesMapCurrentReality TreeConflictResolutionDiagramFuture RealityTreePrerequ...
The Conflict Resolution Diagram1. Articulate the conflict2. Find the common objective3. Review clarity and logic4. Find th...
We canhave our cakeAND eat it!
7/7 SESSION FEEDBACK
Session RetroWhat Went Well (WWW) What Went Wrong (WWW)Puzzles Lessons LearnedThank You!for your Gift of Feedback
Thank you!IntroductionsHer Blog: www.selfishprogramming.org His Blog: blog.nayima.beNAYIMAWe make play workConsultant.Stor...
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Resolving Conflicts without Compromise also known as “I want to have my cake and eat it!”
by Pascal Van Cauwenberghe & Portia Tung

Published in: Business, Technology

20121216 1327 conflictresolutiondiagramtutorial-published-100912040222-phpapp02

  1. 1. Resolving Conflicts without Compromisealso known as“I want to have my cake and eat it!”Pascal Van Cauwenberghe & Portia Tung
  2. 2. About usHer Blog: www.selfishprogramming.org His Blog: blog.nayima.beNAYIMAWe make play workConsultant.Storyteller.Games Maker. Consultant.Project Manager.Games Maker.
  3. 3. About this session1. What do we mean by “Conflict” ?2. Name a conflict you’d like to resolve3. A conflict we prepared earlier4. Patterns of Conflict5. Ideas for resolving your conflict6. Further reading7. Session feedback
  4. 4. 1/7WHAT DO WE MEAN BY CONFLICT?
  5. 5. “I want to live in the city...” “... AND in the country”
  6. 6. “I want to eat what I want...” “... AND be fit and healthy”
  7. 7. Manager: “We need to go fasterto deliver more features”Developers: “We need to go slowerto increase quality.”
  8. 8. What do we need to resolve conflicts?1. Willingness to find a solution– Refuse to compromise– Common goal2. Articulate the conflict3. Explore solutions– Surface assumptions– Challenge assumptions– A dash of creativity
  9. 9. The Shallow Thinking ProcessRoot CauseAnalysisWhy don’t we havewhat we need?A problemMagicHappensHereTHE SolutionThis is what weneeded all along!HappyDays
  10. 10. The Logical Thinking Process
  11. 11. The Logical Thinking ProcessIntermediateObjectivesMapCurrentReality TreeConflictResolutionDiagramFuture RealityTreePrerequisite/TransitionTreeWhat is our goal?What are we missing?Why don’t we havewhat we need?What could be done to resolve theunderlying fundamental conflict?Would that work?What could possibly go wrong?How do we get there?In small steps.MagicHappensHereThat’s whatthis session isabout
  12. 12. The Conflict Resolution DiagramObjectivePrerequisite 1Requirement 1Prerequisite 2Requirement 2
  13. 13. 3 Types of Conflict
  14. 14. “I want to live in the city...” “... AND I want to live in the country”Type 1:“I want X and the opposite of X”That’s not possible, is it?
  15. 15. “I want to eat what I want...” “... AND be fit andhealthy”Type 2:“I want X and Y”But I have to choose, right?
  16. 16. Manager: “We need to go fasterto deliver more features”Developers: “We need to go slowerto increase quality.”Type 3:“I want X. They want Y. We can’t both be right”Only one of us can win, at best.
  17. 17. 2/7 NAME A CONFLICT YOU’D LIKETO RESOLVE
  18. 18. Three types of Conflict1. I want X and the opposite of XThat’s not possible, is it?2. I want X and Y but I can’t have bothI have to choose, don’t I?3. I want X. They want Y.Only one of us can win, at best.
  19. 19. 3/7 HERE’S ONE WE PREPAREDEARLIER
  20. 20. DefineproductsSales Operations Billing InvoicingStory #1• Consultants audited business unit => FAIL• We have to build a system to support thewhole value stream• Conflicts between sales and operations• And between finance/audit and the rest– More than a month of “shuttle diplomacy”
  21. 21. • One of the conflicts is about productdefinition• Lots of confusion about what products mean– Ask 5 people, you get 6 different answers• 2 previous attempts failed• We have a hard deadline because of new EUregulationsStory #1
  22. 22. Step 1: Articulate the conflictObjectivePrerequisite 1Requirement 1Prerequisite 2Requirement 2
  23. 23. Step 1: Articulate the conflictSales:CustomisedProductsOperations:StandardisedProducts
  24. 24. Step 2: Find the common objectiveObjectivePrerequisite 1Requirement 1Prerequisite 2Requirement 2
  25. 25. Tip: Don’t continue until you agreeon a common, concrete andmotivating goalIf there’s no common goal, there’s noincentive to solve the conflict
  26. 26. Step 2: Find the common objectiveSell moreBe more efficientCustomisedProductsStandardisedProductsSurvivingBusiness
  27. 27. Tip: Strive for clarity first,then for correctnessPrecise and crisp definitions toensure everyone has the sameunderstanding
  28. 28. Step 2: Find the common objectiveIncrease salesIncrease marginReduce costsDeliver on SLACustomisedProductsStandardisedProductsProfitability in ashrinking market
  29. 29. Step 3: Review clarity and logicIncrease salesIncrease marginReduce costsDeliver on SLACustomisedProductsStandardisedProductsProfitability in ashrinking market
  30. 30. Step 3: Find the assumptionsObjectivePrerequisite 1Requirement 1Prerequisite 2Requirement 212354
  31. 31. Tip: Brainstorm assumptionsGo for quantityInclude “obvious” assumptions
  32. 32. Tip: Use “Extreme Assumptions”aka “Throw a tantrum”X is the ONLY way to have YX is the BEST way to have YX guarantees Y
  33. 33. Step 3a: Find the assumptions1Increase salesIncrease marginReduce costsDeliver on SLACustomisedProductsStandardisedProductsProfitability in ashrinking market
  34. 34. 3a. Our assumptions• We can’t have both customised andstandardised products because– Product == Product– Standardised != Customised– As soon as sales starts to customise we end upwith an infinite number of products (again)– Sales doesn’t understand delivery– Operations doesn’t understand business
  35. 35. Step 3: Find the assumptions2Increase salesIncrease marginReduce costsDeliver on SLACustomisedProductsStandardisedProductsProfitability in ashrinking market
  36. 36. 3b. Our assumptions• To increase sales and margin we need tocustomise products because– We can only compete by having an offer that’sdifferent from our competitors– Customers are becoming more demanding– We must react quickly to customer demands– We can never compete on price
  37. 37. Step 3: Find the assumptions3Increase salesIncrease marginReduce costsDeliver on SLACustomisedProductsStandardisedProductsProfitability in ashrinking market
  38. 38. 3c. Our assumptions• To reduce costs and deliver on SLA we need tostandardise products because– Having low variation is the only way to havepredictable production schedules– Standardised products are the only way to flexiblyallocate people according to demand– Product variation always costs more(changeover, setups, switches, training, bottlenecks)– Lean only works with low variation production
  39. 39. Step 3: Find the assumptions4Increase salesIncrease marginReduce costsDeliver on SLACustomisedProductsStandardisedProductsProfitability in ashrinking market
  40. 40. 3d. Our assumptions• To be profitable in a shrinking market we needto increase sales and margin because– We can’t expand the market– The only way to increase profitability is to sellmore or increase the margin on each sale
  41. 41. Step 3: Find the assumptions5Increase salesIncrease marginReduce costsDeliver on SLACustomisedProductsStandardisedProductsProfitability in ashrinking market
  42. 42. 3e. Our assumptions• To be profitable in a shrinking market we needto reduce costs and deliver on SLA because– We are penalised for not hitting SLAs– Our competitors have lower costs– This is a price sensitive market, so the only way toincrease profitability is to reduce costs– This is a quality-sensitive market, so the only wayto increase or keep market share is to increasequality– Quality is hitting the SLA
  43. 43. Step 4: Challenge the assumptionsObjectivePrerequisite 1Requirement 1Prerequisite 2Requirement 212354
  44. 44. Step 4: Challenge the assumptions12354Increase salesIncrease marginReduce costsDeliver on SLACustomisedProductsStandardisedProductsProfitability in ashrinking market
  45. 45. 4a. Challenge our assumptions• We can’t have both customised andstandardised products because– Product == Product– Standardised != customised– As soon as sales starts to customise we end upwith an infinite number of products (again)– Sales doesn’t understand delivery– Operations doesn’t understand business
  46. 46. 4b. Challenge our assumptions• To increase sales and margin we need tocustomise products because– We can only compete by having an offer that’sdifferent from our competitors– We must react quickly to market demands– We can never compete on price
  47. 47. 4c. Challenge our assumptions• To reduce costs and deliver on SLA we need tostandardise products because– Having low variation is the only way to havepredictable production schedules– Standardised products are the only way to flexiblyallocate people according to demand– Product variation always costs more(changeover, setups, switches, training, bottlenecks)– Lean only works with low variation production
  48. 48. 4d. Challenge our assumptions• To be profitable in a shrinking market we needto increase sales and margin because– We can’t expand the market– The only way to increase profitability is to sellmore or increase the margin on each sale
  49. 49. 4e. Challenge our assumptions• To be profitable in a shrinking market we needto reduce costs and deliver on SLA because– We are penalised for not hitting SLAs– Our competitors have lower costs– This is a price sensitive market, so the only way toincrease profitability is to reduce costs– This is a quality-sensitive market, so the only wayto increase or keep market share is to increasequality– Quality is hitting the SLA
  50. 50. The assumption we challengedProduct ==ProductIncrease salesIncrease marginReduce costsDeliver on SLACustomisedProductsStandardisedProductsProfitability in ashrinking market
  51. 51. What if....Sales and Operations were talkingabout different products?That would explain the confusion
  52. 52. The resolved conflictCustomiseSalesProductStandardiseOperationalProductSales Product !=OperationalProductIncrease salesIncrease marginReduce costsDeliver on SLAProfitability in ashrinking market
  53. 53. There was another conflictOperations:CoarseProductsFinance & audit:DetailedProductsLow input andtrackingoverheadDetailed auditingCost analysisLower costsReduce cycletimeHow would you solve this conflict?
  54. 54. The SolutionFinance & Audit“Products”Operations“Products”Sales & Marketing“Products”
  55. 55. The Result• Built and deployed the system– Took two years, including refactoring of productcatalog• Business unit has been profitable since• Market share grows• Among top 5 in the world meeting industrySLAs• Continuously improving
  56. 56. 4/7 PATTERNS OF CONFLICT
  57. 57. Three types of Conflict1. I need X and the opposite of XThat’s not possible, is it?2. I need X and Y but I can’t have bothI have to choose, don’t I?3. I want X. They want Y. We can’t both be rightOnly one of us can win, at best.
  58. 58. Using the Conflict Resolution Diagram• You can’t solve your own conflict– Ask for help• The biggest obstacle is willingness to find a solutionwithout compromise– Need to believe that a solution exists– Use examples to show that solving the problem is possible• First look for clarity, then for correctness– A clear problem statement often leads to “evaporation” ofthe problem• The CRD is a collaborative tool– Don’t use it to “prove” the other party is wrong– Sometimes you have to provide “shuttle diplomacy”
  59. 59. Typical conflict patterns• The false conflict– We’re talking about different things• Assuming we have no options– We always have options• Today against tomorrow– We can repay debt in small steps• Not enough resources– There are ways to do more with the same resources• Conflating means and ends– There’s another way to achieve the goal
  60. 60. 5/7 DID YOU GET ANY IDEAS TO LOOKAT YOUR CONFLICTS DIFFERENTLY?
  61. 61. 6/7 FURTHER READING
  62. 62. Recommended Resources• Summary from www.agilecoach.net• “The Logical Thinking Process” – H.W. Dettmer• “It’s not Luck” – E. Goldratt• “Thinking in Systems” – D. Meadows
  63. 63. Summary
  64. 64. About this session1. What do we mean by “Conflict” ?2. Name a conflict you’d like to resolve3. A conflict we prepared earlier4. Patterns of Conflict5. Ideas for resolving your conflict6. Further reading7. Session feedback
  65. 65. Three types of Conflict1. I need X and the opposite of XThat’s not possible, is it?2. I need X and Y but I can’t have bothI have to choose, don’t I?3. I want X. They want Y. We can’t both be rightOnly one of us can win, at best.
  66. 66. What do we need to resolve conflicts?1. Willingness to find a solution– Refuse to compromise– Common goal2. Articulate the conflict3. Explore solutions– Surface assumptions– Challenge assumptions– A dash of creativity
  67. 67. The Shallow Thinking ProcessRoot CauseAnalysisWhy don’t we havewhat we need?A problemMagicHappensHereTHE SolutionThis is what weneeded all along!HappyDays
  68. 68. The Logical Thinking ProcessIntermediateObjectivesMapCurrentReality TreeConflictResolutionDiagramFuture RealityTreePrerequisite/TransitionTreeWhat is our goal?What are we missing?Why don’t we havewhat we need?What could be done to resolve theunderlying fundamental conflict?Would that work?What could possibly go wrong?How do we get there?In small steps.MagicHappensHere
  69. 69. The Conflict Resolution Diagram1. Articulate the conflict2. Find the common objective3. Review clarity and logic4. Find the assumptions5. Challenge the assumptions6. Explore potential solutionsObjectivePrerequisite1Requirement1Prerequisite2Requirement212354
  70. 70. We canhave our cakeAND eat it!
  71. 71. 7/7 SESSION FEEDBACK
  72. 72. Session RetroWhat Went Well (WWW) What Went Wrong (WWW)Puzzles Lessons LearnedThank You!for your Gift of Feedback
  73. 73. Thank you!IntroductionsHer Blog: www.selfishprogramming.org His Blog: blog.nayima.beNAYIMAWe make play workConsultant.Storyteller.Games Maker. Consultant.Project Manager.Games Maker.

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