Conflict Resolution Techniques
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Transcript of Conflict Resolution Techniques
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Conflict Resolution Techniques
An Infopeople Webinar with Joan Frye Williams and George Needham
March 8, 2011
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Beware of assumptions
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The many flavors of conflict
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Differences of opinion
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Different value systems
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Sudden change
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Hidden agendas
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Personalities
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Conflict isn’t always negative
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Absence of conflict isn’t always positive
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Benefits of successful resolution
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Your response to conflict: TKI
http://tinyurl.com/ThomasKilmann
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Competing
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Accommodating
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Compromising
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Avoiding
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Collaborating
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Conflict responses
that never work
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Ignore the situation
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Blame others
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Throw a tantrum
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Engage in backbiting
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Pout
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Overindulge
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Bear a grudge
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Seek revenge
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Instead, be a mensch!
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Listen actively
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Neutralize emotions
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Be honest
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Allow the other person to speak
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Paraphrase
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Avoid ad hominem attacks
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Conflict resolution step-by-step
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Acknowledge differences
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Assess the stakes
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Lay out the facts
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Identify your preferred end state
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Agree on common ground
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Specify points of disagreement
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Brainstormsolutions
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Negotiate
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Take action, then move on
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Is it ever OK to re-open a conflict?
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Yes…when the
situation changes
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Yes…when new information arises
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Yes…when the results don’t match what you expected
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No…when people are just unhappy
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No…when people are avoiding responsibility or blocking progress
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When to let go
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Your responsibility: as a supervisor
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Your responsibility: as a team member or colleague
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Your responsibility: as an individual
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Don’t lose sight of the big picture
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