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Conflict Resolution

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Conflict is not necessarily a bad thing—it’s how we deal with the conflict that can become a problem. Often, when good projects fail, it’s because the team dynamics weren’t functioning well, or the team didn’t do adequate (or appropriate) change management. Unfortunately, there is no magic wand we can wave to fix these problems. It takes commitment, perseverance, and a sense of humor. Join us for a lively discussion on the do’s and don’ts of resolving conflict, as well as some things you can do to prevent conflict from arising in the first place.

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Conflict Resolution

  1. 1. Conflict Resolution BY KIT BROWN-HOEKSTRA, STC FELLOW AND VICE PRESIDENT 13 APRIL 2014
  2. 2. Tuesday, July 01, 2014 (c) 2014 Comgenesis, LLC 2 Introductions Pangaea Papers blog
  3. 3. About You  When you think of conflict, how do you feel?  What are the biggest sources of conflict for you?  Are you a turtle or a thunder cloud?  What is one thing you want to get out of today? 13 April 2014(c) 2014, Comgenesis, LLC 3
  4. 4. Agenda  What is conflict?  Know Thyself  Seek to Understand  Do’s and Don’ts  Resolution  Q&A 13 April 2014(c) 2014, Comgenesis, LLC 4
  5. 5. What is Conflict?  Friction, disagreement, clash, collision, resistance, fight, war, bickering But also  Difference, variance, perception, divergence, perspective 13 April 2014(c) 2014, Comgenesis, LLC 5
  6. 6. Conflict Resolution “Conflict resolution is the process of trying to find a solution to a conflict. Ideally conflict resolution is collaborative problem-solving, a cooperative talking-together process that leads to choosing a plan of action that both of you can feel good about.” -- Susan Heitler, PhD 13 April 2014(c) 2014, Comgenesis, LLC 6
  7. 7. Know Thyself  Personality Type  Strengths and weaknesses  Conflict Style 13 April 2014(c) 2014, Comgenesis, LLC 7
  8. 8. 13 April 2014(c) 2014, Comgenesis, LLC 8 Know Thyself: Personality Type http://backwardstimemachine.wordpress.com/2012/12/03/personality-types-clarifying-breaking-it-down-and-making-sense-of-it-all/mbti-chart/#main
  9. 9. 13 April 2014(c) 2014, Comgenesis, LLC 9 Know Thyself: Strengths & Weaknesses
  10. 10. 13 April 2014(c) 2014, Comgenesis, LLC 10 Know Thyself: Conflict Style Source: Adapted from M. Afzalur Rahim, “A Measure of Styles of Handling Interpersonal Conflict,” Academy of Management Journal 26, no. 2 (1983): 368–76. http://2012books.lardbucket.org/books/a-primer-on-communication-studies/s06-interpersonal-communication-pr.html
  11. 11. Seek to Understand  Intentions  Motivational Value System  Team Dynamics  Problem-Solving 13 April 2014(c) 2014, Comgenesis, LLC 11
  12. 12. 13 April 2014(c) 2014, Comgenesis, LLC 12 Seek to Understand: Intentions http://fearless-selling.ca/wp-content/uploads/2013/06/Good-Intentions.jpg
  13. 13. 13 April 2014(c) 2014, Comgenesis, LLC 13 Seek to Understand: Motivational Values
  14. 14. 13 April 2014(c) 2014, Comgenesis, LLC 14 Seek to Understand: Team Dynamics
  15. 15. 13 April 2014(c) 2014, Comgenesis, LLC 15 Seek to Understand: Problem-Solving Image: Stuart Miles / FreeDigitalPhotos.net
  16. 16. Do’s and Don’ts Do  Build trust  Listen objectively  Look for areas where you agree  Recognize cultural differences  Look for ways you can both win  Solve the right problem  Seek the highest and best outcome Don’t  Take it personally  Become an extremist  Be ugly, mean, or disrespectful  Demonize the opposition  Escalate  Be silently resentful  Be judgmental 13 April 2014(c) 2014, Comgenesis, LLC 16
  17. 17. 1 May 2012(c) 2012, Comgenesis, LLC 17 Questions?
  18. 18. Resources  What Makes Conflict? How Are Conflicts Resolved? http://www.psychologytoday.com/blog/resolution-not-conflict/201211/what-makes-conflict-how-are-conflicts-resolved  The 5 Dysfunctions of a Team Patrick Lencioni, ISBN-13: 9780787960759  Have a Nice Conflict by Tim Scudder, et al. ISBN-13: 978-1118202760 13 April 2014(c) 2014, Comgenesis, LLC 18
  19. 19. 1 May 2012(c) 2012, Comgenesis, LLC 19 Contact Information Kit Brown-Hoekstra Comgenesis, LLC Phone: +1 720.542.3075 Email: kit.brown@comgenesis.com Twitter: @kitcomgenesis www.pangaeapapers.com www.comgenesis.com

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