Cross-Cultural Conflict Management

Inter-Cultural Association of Greater Victoria August 2013

Ben Ziegler Tel: 250.516.3936 Ben@collaborativejourneys.com

www.collaborativejourneys.com

Agenda

1. Introductions 2. Conflict management styles 3. Cross-cultural communication differences 4. Key conflict management skills 5. 4 ways to get better at cross-culture conflict

management

Conflict Management Styles A

sse

rtiv

en

ess

Cooperation

high

low high

Competing Collaborating

Avoiding Accommodating

Compromising

Conflict management styles A

sse

rtiv

en

ess

Cooperation

high

Based on Thomas-Kilmann Conflict Mode Instrument

high low

Cultural differences

Photo credit: Yourdon on Flickr

Direct and indirect communication preferences, by country

(Laroche and Rutherford, 2007)

Strength of emotional behaviors in selected countries/regions

(Laroche and Rutherford, 2007)

Appropriate timing of comments between two people in conversation

(Laroche and Rutherford, 2007)

Communication channels

(Laroche and Rutherford, 2007)

Individualism (Laroche and Rutherford, 2007)

3 Key conflict management skills

1. Deal with your anger

2. Understand needs

3. Reframe the conflict

Conflict management skill: Deal with your anger

How to respond

?

Confront Defuse Disengage

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

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.

Confronting Strategy

Confronting Strategy = Assertive expression:

1. Describe - “When you…

2. Express - “I get…

3. Specify – “I want…

4. Consequence – “ So that we…

Conflict management skill: Understand needs

What you see

What you don’t see

When they say:

I don’t like your

attitude

What else is on their mind?

Separate Positions, Issues, Interests

Position – what I want as an outcome Issue – what conflict is about (non-blaming) Interest – why I want that as an outcome

What you want as an outcome

Why you want it Feel welcomed… that you came to the right place,

and belong here?

Position

Interests

To contribute

Know your needs (and theirs!)

Your co-worker says, “That’s not how we do it, here”

Build on common ground

Positions

Interests

Conflict management skill: Don’t Reject. Reframe.

Our mind can hold opposing views. What do you see a picture of?

Positions

Interests

Problem Focus

Goal Focus

Competing

Avoiding Accommodating Ass

ert

ive

ne

ss

Cooperation

Collaboration

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…”

“I think Yu can do the job better than you.”

“Work quality is important to you. What aspects of the job matter most to you?”

“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?”

Reframe conflict… and change the game

4 strategies to improve your cross-cultural conflict

management

1. Observe how people in the culture handle conflict

2. Ask key informants (cultural experts)

3. Consult cultural sources

4. Observe other people’s actions to you

1. Observe how people in the culture handle conflict

Do they focus more on the work that has to get done or the working relationship between them? Think of someone in the culture who you think deals with conflict well. • Why do you think they are successful in managing

conflict? • How does their approach to conflict management

compare with your cultural experiences and background?

2. Ask key informants (cultural experts)

Think of your workplace or a current situation you are involved in.

• Who are your key informants (cultural experts)?

Ask them:

• How they handle disagreements?

• How they recommend you approach someone you have a disagreement with?

3. Consult cultural sources

• Read literature, stories… about the culture

• Popular culture; music, TV, magazines…

• Internet

• Research on conflict in this culture; e.g., ICA

• Etc.

4. Observe other people’s actions to you

Questions & Answers?