Vicki Stasch, M.S, Management Consultant [email protected] 559.288.5044360.588.4924.
-
Upload
ariana-cheevers -
Category
Documents
-
view
214 -
download
0
Transcript of Vicki Stasch, M.S, Management Consultant [email protected] 559.288.5044360.588.4924.
![Page 1: Vicki Stasch, M.S, Management Consultant Vickistasch@comcast.net 559.288.5044360.588.4924.](https://reader030.fdocuments.in/reader030/viewer/2022032702/56649cc05503460f94986a45/html5/thumbnails/1.jpg)
Managing Conflict at Work
Vicki Stasch, M.S, Management [email protected] www.Vickistasch.com
559.288.5044 360.588.4924
![Page 2: Vicki Stasch, M.S, Management Consultant Vickistasch@comcast.net 559.288.5044360.588.4924.](https://reader030.fdocuments.in/reader030/viewer/2022032702/56649cc05503460f94986a45/html5/thumbnails/2.jpg)
Over 30 years as a facilitator for team building, strategic planning, leadership development and other work to create positive work environments
Facilitator for year-long leadership development programs in California and Whatcom County
Clients include state and local government, non profits, businesses, health care
Education: B.A. University of Washington, M.S. from University of San Francisco
Hobbies and interests: rowing, bicycling, tap dancing, Rotary International, environmental issues and others
Vicki’s Background
![Page 3: Vicki Stasch, M.S, Management Consultant Vickistasch@comcast.net 559.288.5044360.588.4924.](https://reader030.fdocuments.in/reader030/viewer/2022032702/56649cc05503460f94986a45/html5/thumbnails/3.jpg)
![Page 4: Vicki Stasch, M.S, Management Consultant Vickistasch@comcast.net 559.288.5044360.588.4924.](https://reader030.fdocuments.in/reader030/viewer/2022032702/56649cc05503460f94986a45/html5/thumbnails/4.jpg)
Overview of Conflict and Management Principles
Methods for handing conflictSpecific steps to followOpportunity to develop a strategy to handle a current conflict
Agenda
![Page 5: Vicki Stasch, M.S, Management Consultant Vickistasch@comcast.net 559.288.5044360.588.4924.](https://reader030.fdocuments.in/reader030/viewer/2022032702/56649cc05503460f94986a45/html5/thumbnails/5.jpg)
DangerOpportunitySomething to avoidSomething else
How do you see conflict
![Page 6: Vicki Stasch, M.S, Management Consultant Vickistasch@comcast.net 559.288.5044360.588.4924.](https://reader030.fdocuments.in/reader030/viewer/2022032702/56649cc05503460f94986a45/html5/thumbnails/6.jpg)
Conflict is when a least one person (group) is being blocked or feels he or she is being blocked from doing or getting something they want.
Definition of conflict?
![Page 7: Vicki Stasch, M.S, Management Consultant Vickistasch@comcast.net 559.288.5044360.588.4924.](https://reader030.fdocuments.in/reader030/viewer/2022032702/56649cc05503460f94986a45/html5/thumbnails/7.jpg)
Misunderstanding- lack of role clarityPersonality clashes- not liking another person
Competition for resources ($, people, time)
Authority issues Lack of cooperationDifferences over methods or styleLow performanceValue or goal differencesOthers_________________________
Causes of Conflict
![Page 8: Vicki Stasch, M.S, Management Consultant Vickistasch@comcast.net 559.288.5044360.588.4924.](https://reader030.fdocuments.in/reader030/viewer/2022032702/56649cc05503460f94986a45/html5/thumbnails/8.jpg)
What types of conflict challenges you the most at work?
What are the route causes?
My greatest conflict challenge at work
![Page 9: Vicki Stasch, M.S, Management Consultant Vickistasch@comcast.net 559.288.5044360.588.4924.](https://reader030.fdocuments.in/reader030/viewer/2022032702/56649cc05503460f94986a45/html5/thumbnails/9.jpg)
A. I like to win-I am competitiveB. I tend to avoid difficult conflicts
C. I tend to choose my battles and may give in
D. I strive to reach a compromise if possible
My personal tendency in managing conflict
![Page 10: Vicki Stasch, M.S, Management Consultant Vickistasch@comcast.net 559.288.5044360.588.4924.](https://reader030.fdocuments.in/reader030/viewer/2022032702/56649cc05503460f94986a45/html5/thumbnails/10.jpg)
![Page 11: Vicki Stasch, M.S, Management Consultant Vickistasch@comcast.net 559.288.5044360.588.4924.](https://reader030.fdocuments.in/reader030/viewer/2022032702/56649cc05503460f94986a45/html5/thumbnails/11.jpg)
Ignoring things that bother you is shown in your body language and voice tone.
Control your response. Count to 10 or walk away until you cool down.
Talk or write to the person asking for a time to meet
If someone approaches you with a problem, be willing to work on it
If “A” complains about “B” who is not present, encourage “A” to go directly to ”B”. Do not spread the message
If you try working on the issues with no resolution seek a third party facilitator
Basic Principles
![Page 12: Vicki Stasch, M.S, Management Consultant Vickistasch@comcast.net 559.288.5044360.588.4924.](https://reader030.fdocuments.in/reader030/viewer/2022032702/56649cc05503460f94986a45/html5/thumbnails/12.jpg)
Remember, on a bad day you are almost never alone!
![Page 13: Vicki Stasch, M.S, Management Consultant Vickistasch@comcast.net 559.288.5044360.588.4924.](https://reader030.fdocuments.in/reader030/viewer/2022032702/56649cc05503460f94986a45/html5/thumbnails/13.jpg)
Close your eyes and smile at least once a day!
![Page 14: Vicki Stasch, M.S, Management Consultant Vickistasch@comcast.net 559.288.5044360.588.4924.](https://reader030.fdocuments.in/reader030/viewer/2022032702/56649cc05503460f94986a45/html5/thumbnails/14.jpg)
![Page 15: Vicki Stasch, M.S, Management Consultant Vickistasch@comcast.net 559.288.5044360.588.4924.](https://reader030.fdocuments.in/reader030/viewer/2022032702/56649cc05503460f94986a45/html5/thumbnails/15.jpg)
1) Change/confusion/tension: best time to address conflict unless we avoid or say “not a big deal”
2) Role dilemma: Questions about what’s going on, begin the blame game
3) Injustices collecting: collect injustices, negative energy. Injustice takes place of original confusion
4) Confrontation: at unexpected time; judging or condemning the other rather than focusing on the issue
5) Adjustments: distance ourselves (psychologically or physically). Continued accommodation or dominance
Levels of Conflict
![Page 16: Vicki Stasch, M.S, Management Consultant Vickistasch@comcast.net 559.288.5044360.588.4924.](https://reader030.fdocuments.in/reader030/viewer/2022032702/56649cc05503460f94986a45/html5/thumbnails/16.jpg)
Is this a real problem or are you having a bad hair day
Identify the real issue, not symptoms or personalities
Be prepared to work toward a “win-win” not “winning”
Use Covey’s “Seek First to Understand then to be Understood” method
Prepare Yourself
![Page 17: Vicki Stasch, M.S, Management Consultant Vickistasch@comcast.net 559.288.5044360.588.4924.](https://reader030.fdocuments.in/reader030/viewer/2022032702/56649cc05503460f94986a45/html5/thumbnails/17.jpg)
Having a bad hair
day?
![Page 18: Vicki Stasch, M.S, Management Consultant Vickistasch@comcast.net 559.288.5044360.588.4924.](https://reader030.fdocuments.in/reader030/viewer/2022032702/56649cc05503460f94986a45/html5/thumbnails/18.jpg)
#1: One person holds power over the other and tells the solution
#2: Arbitration: Third party solution, like judge in a courtroom or a policy manual
#3: Mediation: two people resolve with a third party facilitator
#4: Cooperative: Two people resolve together
Options for Handling Conflict(see the yellow cards)
![Page 19: Vicki Stasch, M.S, Management Consultant Vickistasch@comcast.net 559.288.5044360.588.4924.](https://reader030.fdocuments.in/reader030/viewer/2022032702/56649cc05503460f94986a45/html5/thumbnails/19.jpg)
A. An employee is perpetually late for work. After several discussions, the supervisor tell the employee “one more time and you are fired”
B. Two workers cannot agree on an assignment and ask their supervisor to clarify it with them
C. Two co workers agree to go to lunch with each desiring different food. They decide to go to restaurant A this week and B next week.
D. Two managers disagree over how the sexual harassment policy should be applied. They ask HR for clarification and read the company policy manual.
Which method-1,2,3 or 4
![Page 20: Vicki Stasch, M.S, Management Consultant Vickistasch@comcast.net 559.288.5044360.588.4924.](https://reader030.fdocuments.in/reader030/viewer/2022032702/56649cc05503460f94986a45/html5/thumbnails/20.jpg)
Listening attentively◦Paraphrasing◦Openness◦Stating agreement
Speaking assertively◦“I” messages◦Stating preferences
Skills needed to practice cooperative Conflict Resolution
![Page 21: Vicki Stasch, M.S, Management Consultant Vickistasch@comcast.net 559.288.5044360.588.4924.](https://reader030.fdocuments.in/reader030/viewer/2022032702/56649cc05503460f94986a45/html5/thumbnails/21.jpg)
Write or envision a few words that describe a conflict that is bothering you.
Determine which of the methods 1,2,3,or 4 is appropriate.
Develop a strategy including the words you will use to address the conflict after we review the recommended steps.
Conflict Activity
![Page 22: Vicki Stasch, M.S, Management Consultant Vickistasch@comcast.net 559.288.5044360.588.4924.](https://reader030.fdocuments.in/reader030/viewer/2022032702/56649cc05503460f94986a45/html5/thumbnails/22.jpg)
Describe the conflict: ____________________________________________________________________________________________________________________________________________________
Which strategy- 1,2,3,or 4 is most appropriate_______________________
Conflict
![Page 23: Vicki Stasch, M.S, Management Consultant Vickistasch@comcast.net 559.288.5044360.588.4924.](https://reader030.fdocuments.in/reader030/viewer/2022032702/56649cc05503460f94986a45/html5/thumbnails/23.jpg)
Looks like we have a problem (rather than “you” have a problem).
I’d like to resolve this problem using method #4 (show the 4 methods).
Do you wish to start, do you wish me to start or should we toss a coin?
When someone complains about another “Is this a problem you would like to get resolved” then offer to facilitate.
Helpful phrases to use
![Page 24: Vicki Stasch, M.S, Management Consultant Vickistasch@comcast.net 559.288.5044360.588.4924.](https://reader030.fdocuments.in/reader030/viewer/2022032702/56649cc05503460f94986a45/html5/thumbnails/24.jpg)
1) Invitation: Is each person willing to work fairly and cooperatively using the steps below following options #3 or #4? ( If not, should #1 or # 2 be used?)
Mediated or cooperative conflict process
![Page 25: Vicki Stasch, M.S, Management Consultant Vickistasch@comcast.net 559.288.5044360.588.4924.](https://reader030.fdocuments.in/reader030/viewer/2022032702/56649cc05503460f94986a45/html5/thumbnails/25.jpg)
2) Basic rules: ◦Allow (name of person) to lead the process
◦Listen without interrupting◦Be honest as you can◦No name calling or profanity◦Be willing to summarize◦If process seems unfair, say so
![Page 26: Vicki Stasch, M.S, Management Consultant Vickistasch@comcast.net 559.288.5044360.588.4924.](https://reader030.fdocuments.in/reader030/viewer/2022032702/56649cc05503460f94986a45/html5/thumbnails/26.jpg)
Person A: Describe how you experienced the problem, conflict or injustice.Person B: summarizes (“you said that…..?”
Person B: Describe how you experienced the problem, conflict or injustice
Person A : summarizes (“you said that….?)
Have the experiences been recognized? If not repeat
3) Describe/Summarize and Recognize
![Page 27: Vicki Stasch, M.S, Management Consultant Vickistasch@comcast.net 559.288.5044360.588.4924.](https://reader030.fdocuments.in/reader030/viewer/2022032702/56649cc05503460f94986a45/html5/thumbnails/27.jpg)
◦4) Seek agreements that:Restore equity: How can you make things as right as possible now?”
Clarify future: “ How can you prevent this from happening again?”
![Page 28: Vicki Stasch, M.S, Management Consultant Vickistasch@comcast.net 559.288.5044360.588.4924.](https://reader030.fdocuments.in/reader030/viewer/2022032702/56649cc05503460f94986a45/html5/thumbnails/28.jpg)
◦5) Summarize agreement and congratulate: Write an agreement, give copy to each person and congratulate. Set follow-up meeting. If no agreement return to step #1
◦6) Follow up: Are agreements being kept? If yes, celebrate. If not, repeat process.
![Page 29: Vicki Stasch, M.S, Management Consultant Vickistasch@comcast.net 559.288.5044360.588.4924.](https://reader030.fdocuments.in/reader030/viewer/2022032702/56649cc05503460f94986a45/html5/thumbnails/29.jpg)
Describe the conflict from early in presentation: ____________________________________________________________________________________________________________________________________________________
Describe the method you will use to seek resolution _________________________________________________________________________________________________________________________________________________________________________________________
Conflict
![Page 30: Vicki Stasch, M.S, Management Consultant Vickistasch@comcast.net 559.288.5044360.588.4924.](https://reader030.fdocuments.in/reader030/viewer/2022032702/56649cc05503460f94986a45/html5/thumbnails/30.jpg)
R espect the right to disagree E xpress your real concerns S hare common goals and interests O pen yourself to different points of view L isten carefully to all proposals U nderstand the major issues T hink about probable consequences I magine several possible alternative
solutions O ffer some reasonable compromise N egotiate mutually fair cooperative
agreements
Peace and Conflict Resolution Formula(by Robert Vallet)
![Page 31: Vicki Stasch, M.S, Management Consultant Vickistasch@comcast.net 559.288.5044360.588.4924.](https://reader030.fdocuments.in/reader030/viewer/2022032702/56649cc05503460f94986a45/html5/thumbnails/31.jpg)
Thank You and Have a Great Day
Vicki Stasch