Conflict Management
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Transcript of Conflict Management
Conflict Management
For Health Mangers
Instructor Name
Learning Objectives
Identify common causes of conflict Recognize conflicting priorities and
personalities within a work team or between a manger and employee
Use productive strategies to resolve conflict
Describe ways to prevent conflict
Session Overview
Define causes of conflict Discuss methods of resolving conflict Practice conflict resolution Discuss ways to prevent conflict
Understanding Conflict
Expression of disagreement over something important
Competing interests or ideas
Arises for many different reasons
Is conflict bad?
Productive
Focuses on concepts
& ideasSupports the
expression of differing opinions
Unproductive
Focuses on trivial
issuesFrequent, repetitive,
unresolved argumentsLeaves people angrier
and more frustrated
Common Causes of Conflict
UnproductiveExperiences
Moods & Personal
Issues
InterestsManagement
and Institutional
Factors
Information/Communica-
tion
Values
The Cause Can Help Identify the Solution
Disagreement Emotional charge
Resolution
8 Common Techniques
Defuse by Agreement
Find something to agree about-if your team member is already angry and blaming you
Acknowledge different points of view to help move the situation forward
There is always truth in what your team member says
Finding the truth in the other’s point of view will make it difficult for the other person to maintain anger
EmpathyThought empathy:
Show that you understand what the other person is trying to say
Feeling empathy: Acknowledge how the other person probably feels
CAUTION Say “I know how you feel” only when you really do
Explore with QuestionsAsk gentle questionsShow interest in
understanding the other person
Focus on the other person’s:
ThoughtsFeelings
Use “I” StatementsFocus on your reactionUse phrases beginning
with “I” I think… I feel… I want…
Avoid “you” statements
Show RespectFind positive things to say about
your team member or employeeName specific things that you
respect about your team memberThoughtsFeelingsOpinionsContributions
Use Alignment
Acknowledge the contribution of the differing opinion
Clearly state what you and the others in the conflict have in common
Use Reflective ListeningEnsure you understand
what your team member is trying to communicate
State what you heard to ensure that you and your team member are on the same page
Seek to understand your team member before you seek to be understood
Use Degrees of AgreementGoal: Partial agreement on an
aspect of the problem without complete agreement among the team members
Moves the situation forward even if the entire team is not in agreement
Caution: Focusing on achieving 100% agreement can get the team “stuck” in the conflict
Focus on “Interests” for Resolution
Key - consider the team members’ differing and similar underlying interests
All members will share some basic interests Establish “common ground”
Focus on complementary or compatible solutionsFocus on the future, not the past
Take a breath and follow the steps
1. Acknowledge the problem
2. State the problem3. Confirm
understanding4. Seek their
perception
5. Summarize6. Brainstorm
agreements7. Commit8. Express remorse
What Prevents Unproductive Conflict?
Rules governing individual and group behaviorRapid intervention by team (and manager if
necessary)
Summary
Practice the eight techniques for reducing the emotional charge
Focus on team members’ interests to resolve the conflict
Use communication skills and early intervention to prevent unproductive conflict in the first place
Develop a communication planClearly define expectations