Conflict ManagementPat Eglinton

Agenda

Edgar Kelley and Conflict Management

Coaching Articles

Conflict Management and Mediation: Key Leadership Skills for the Millennium

The Impacts of Leadership on Workplace Conflicts

Principles of Conflict Resolution

Exercises and Practice Routines

Kelley and Conflict Management

The reality is that conflict exists everywhere

The introduction of different opinions inevitably results in conflict between individuals

Such interaction is necessary for organizational progress:  only having a singular opinion might not result in the most efficient or effective course of action

Effective leadership does not involve reducing or eliminating conflict; rather, it focuses on the goal of increasing others’ capacity for handling conflict

Edgar Kelley : “[c]onflict can be destructive or productive….A degree of conflict is necessary to a stimulus to creativity and vitality for individuals and organizations”

Kelley and Conflict Management

Kelley’s suggestions for effective conflict resolution:

Be optimistic

Be realistic

Identify the potential for conflict

Identify the value bases in the opposing points of a conflict

Be certain to identify your own span of tolerance

Identify the possible and probable outcomes

Listen to and communicate with all points of view

Conflict Management Articles

The Impacts of Leadership on Workplace Conflicts

Conflict Management and Mediation: Key Leadership Skills for the Millennium

The Impacts of Leadership on Workplace Conflicts

Two dimensions of interpersonal conflict:

Cognitive - task-related conflicts whereby there is a difference in the approach to how the work should get done

Relational - Product of emotional incompatibilities

Both can produce a negative impact on employee performance and/or workplace satisfaction

Transformational leadership involves “encourage[ing] their subordinates to develop their full potential and to transcend their individual aspirations for the good of the organization.”

Combine the elements of collaboration and intellectual stimulation to create a mutual problem to be solved

leader's ability to create and common vision and demonstrate individualized consideration of employees

Transactional leadership will reduce emotional conflict by clarifying objectives and rewarding food performance

Conflict Management and Mediation If conflicts are left unresolved, then the prospect of

collaborative spirit will be shuttered and opportunities for shared learning lost

Effective leaders must learn to properly manage it to promote an environment of creativity

Create a culture that will highlight the value of individual contributions and new ideas

Individuals will feel encouraged and empowered to contribute to the progress of the organization

A key factor of this honesty is communicating it both up- and down-wards within the organization

Conflict Management and Mediation ‘PRIDE’ model : coaching others to communicate

effectively during conflict

Pause – See the other person as your ally – negative reactions will only encourage feelings of defensiveness and/or deepen the conflict

Report – Be objective and specific. Avoid generalizations (i.e. ‘You always…’), assumptions or accusations

Impact – Describe effects of the other persons behavior on you

Different – Be honest/realistic about what you need to be different

End Benefit – Point out the consequences/benefits of the change you request

Exercises and Practice Routines

Building on Your Strengths

Conflict Management: Building on Your Strengths

Take a few moments to reflect and consider whether one of these animals describes you:

Ostrich: I hide my head in the sand until the conflict goes away.

House dog: I timidly slouch away and chew up the furniture when no one is looking.

Hawk: I fly above it all and pick my targets to attack.

Coyote: I use my brains to win.

Dolphin: I can fight if necessary, but I would rather swim away.

Conflict Management: Building on Your Strengths

Reflect back the interaction styles of the elephant, lion and fox. Each has strengths to draw upon to help resolve conflicts. Circle the strengths you recognize in yourself:

Elephant: supportive, trusting, adaptable, optimistic

Lion: ambitious, competitive, self-confident, forceful

Fox: analytic, cautious, methodical, fair

Describe how you drew upon one of these strengths to resolve a conflict.

How might you apply these strengths during a potential conflict in your daily life?