http://www.collaborativejourneys.com "Cross-Cultural Conflict Management" Slides associated with workshop; delivered by Ben Ziegler, at the Inter-cultural Association of Greater Victoria, in December 2014.

1. Cross-Cultural
Conflict Management
Inter-Cultural Association of Greater Victoria
December, 2014
Ben Ziegler
Tel: 250.516.3936
zieglerconsulting@shaw.ca
www.collaborativejourneys.com

2. Agenda
1. Communications, Culture & Conflict
2. Conflict management styles
3. Conflict management skills
4. Strategies for cross-culture conflict
management

3. About you

5. The word
‘Communication’
is derived from
the Latin word
‘Communis’
which means to
make ‘Common’

6. Did we make common?
Source Receiver
Message
Medium
Making common – In Real Life and Virtual
ActionIntent Effect

7. “The single biggest
problem in
communication is
the illusion that it
has taken place.”
(George Bernard
Shaw)
Image source: wikipedia

8. Communications feedback
Private Public
Intent
Effect
Action
Intent
Action
Effect

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

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

12. Individualism (Laroche and Rutherford, 2007)

13. Culture Map
Israel Russia
Source: Erin Meyer in Culture Map

14. Disagreement
Confrontational
Avoids
confrontation
Disagreement and debate are positive for the team or
organization. Open confrontation is appropriate and will
not negatively impact the relationship.
Disagreement and debate are negative for the team or
organization. Open confrontation is inappropriate and
will break group harmony or negatively impact the
relationship.
Source: Erin Meyer in Culture Map

15. Conflict Management StylesAssertiveness
Cooperation
high
low high

16. Competing Collaborating
Avoiding Accommodating
Compromising
Conflict management stylesAssertiveness
Cooperation
high
Based on Thomas-Kilmann Conflict Mode Instrument
highlow

17. What’s your conflict
management style?

18. 3 Key conflict management skills
1. Deal with your anger
2. Understand needs
3. Reframe the conflict

19. Deal with your anger
How to
respond
?
Defuse Disengage Confront

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

21. 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.

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

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

24. When they say:
I don’t like
your
attitude
What else is on their mind?
Self-aware, personal growth…
Self-worth, accomplishment…
Belonging, love, family…
Safety, steady job…
Food , water, shelter…
Maslow’s
Hierarchy of
Needs

25. What you want as
an outcome
Why you want it
Issue: What conflict is about (non-blaming)
Positions
Separate Positions, Issues, Interests
Interests

26. You Other
I want $17/hour We pay $13/hour
(Example) Issue: Pay
Positions
Interests

27. You Other
That meeting time
is difficult for me
Everyone needs to
attend the meeting
Issue: Meeting Time
Positions
Interests

28. Build on common ground
Positions
Interests

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

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

31. 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…”
Reframe example

32. From To
Reframe example
“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?”

33. 4 strategies to improve your
cross-cultural conflict
management
1. Observe how people in the culture
handle conflict
2. Ask cultural experts
3. Consult cultural sources
4. Observe other people’s actions to you

34. Questions & Answers