conflict management 101 - microsoft · 2018-04-12 · conflict management 101 r e l a t i o n s h i...
TRANSCRIPT
![Page 1: Conflict Management 101 - Microsoft · 2018-04-12 · Conflict Management 101 R E L A T I O N S H I P GOALS High Importance Low Importance High Importance Smoothing Withdrawing Imposing](https://reader034.vdocuments.site/reader034/viewer/2022050412/5f88fbed4fa53d1db9542a3e/html5/thumbnails/1.jpg)
ConflictManagement101
![Page 2: Conflict Management 101 - Microsoft · 2018-04-12 · Conflict Management 101 R E L A T I O N S H I P GOALS High Importance Low Importance High Importance Smoothing Withdrawing Imposing](https://reader034.vdocuments.site/reader034/viewer/2022050412/5f88fbed4fa53d1db9542a3e/html5/thumbnails/2.jpg)
RELATIONSHIP
GOALS
HighImportance
HighImportanceLowImportance
Smoothing
Withdrawing Imposing
Problem-solving
AdaptedfromDavidJohnson“ReachingOut”
![Page 3: Conflict Management 101 - Microsoft · 2018-04-12 · Conflict Management 101 R E L A T I O N S H I P GOALS High Importance Low Importance High Importance Smoothing Withdrawing Imposing](https://reader034.vdocuments.site/reader034/viewer/2022050412/5f88fbed4fa53d1db9542a3e/html5/thumbnails/3.jpg)
RELATIONSHIP
GOALS
HighImportance
HighImportanceLowImportance
Smoothing
Withdrawing Imposing
Problem-solving
AdaptedfromDavidJohnson“ReachingOut”
• Ifthegoalisveryimportant• Iftimeisshort• Whendecisiveactionis
needed
• Iftheissueistrivial• Ifyouhavenochanceof
winning• Iftheissueisvery
emotional
• Ifrelationshipsneedtobepreserved
• Iftheotherismoresenior,isanexpertortheyhaveabettersolutionthanyou
• Iftheissueiscomplex• Ifroomisneededfor
everyone’sideas
BESTUSEDWHEN….
![Page 4: Conflict Management 101 - Microsoft · 2018-04-12 · Conflict Management 101 R E L A T I O N S H I P GOALS High Importance Low Importance High Importance Smoothing Withdrawing Imposing](https://reader034.vdocuments.site/reader034/viewer/2022050412/5f88fbed4fa53d1db9542a3e/html5/thumbnails/4.jpg)
RELATIONSHIP
GOALS
HighImportance
HighImportanceLowImportance
Smoothing
Withdrawing Imposing
Problem-solving
AVOIDING
AdaptedfromDavidJohnson“ReachingOut”
IMPOSING
![Page 5: Conflict Management 101 - Microsoft · 2018-04-12 · Conflict Management 101 R E L A T I O N S H I P GOALS High Importance Low Importance High Importance Smoothing Withdrawing Imposing](https://reader034.vdocuments.site/reader034/viewer/2022050412/5f88fbed4fa53d1db9542a3e/html5/thumbnails/5.jpg)
TipsforresolvingconflictYou’rebothAvoiding
You’rebothImposing
Whattypicallyhappens:• Bothofyoumaynottakeanyaction.• Youmaydampendownfeelingsthatcould
suddenlysurfacelateron.
Whattypicallyhappens:• Neitherofyouisafraidtosaywhat’son
yourmind.• Thediscussioncaneasilybecomeheated.• Intheheatofthemoment,youmightend
upsayingthingsyoudon’tactuallybelieve.• Youbothfeeldisrespected.
Whattodo:• Takethelead.• Saydirectly,“Iknowneitherofuslikes
conflict,butIthinkitwouldbevaluabletodiscusswhatwecoulddoaboutit.”
• Doyourbesttodrawtheotherpersonoutinanempathetic,thoughtfulway.
• Ifthingsgettough,fightyournaturalinclinationtogiveup.
• Problem-solvecollaboratively.
Whattodo:• Sinceyou’llbothbeeagertoaddressthe
situation,taketimetopreparefortheconversation.
• You’rebothlikelytofeelimpatient;scheduleyourdiscussioninawaythatallowsyoubothtotakebreaks.
• Beready—thingsmaygetheatup.Suggestacoffeebreakorawalktohelpevenoutemotions.
• Problem-solvecollaboratively.
AdaptedfromAmyGallo,July2017HBR
![Page 6: Conflict Management 101 - Microsoft · 2018-04-12 · Conflict Management 101 R E L A T I O N S H I P GOALS High Importance Low Importance High Importance Smoothing Withdrawing Imposing](https://reader034.vdocuments.site/reader034/viewer/2022050412/5f88fbed4fa53d1db9542a3e/html5/thumbnails/6.jpg)
TipsforresolvingconflictYou’reImposingandthey’reAvoiding You’reAvoidingandthey’reImposing
Whattypicallyhappens:• Youtendtobulldozeyourcounterpartinto
agreeingwithyou.• Yourcounterpartmayactinapassive-
aggressivemannertogettheirpointacross.
Whattypicallyhappens:• Youmightbetemptedtoplaytheroleof
“goodguy”andgoalongwithwhatyourcounterpartwants.
• Youmightgettrampledbyyourcounterpart’srequests.
Whattodo:• Askthepersontoparticipateactivelyin
theconversation—nothidetheiropinions.
• Assurethemthatyoucanhandlecriticalfeedback.
• Don’tbeabully.• Bepatientwiththepaceofthe
conversation.• Problem-solvecollaboratively.
Whattodo:• Explicitlyaskforwhatyouneed:“Tohave
aproductiveconversation,Ineedyoutobepatientandwatchthetoneandvolumeofyourvoice.”
• Earnyourcounterpart’srespectbybeingdirectandtothepoint.
• Don’tsignaldisrespect,whichmaysetoffyourcounterpart.
• Problem-solvecollaboratively.
![Page 7: Conflict Management 101 - Microsoft · 2018-04-12 · Conflict Management 101 R E L A T I O N S H I P GOALS High Importance Low Importance High Importance Smoothing Withdrawing Imposing](https://reader034.vdocuments.site/reader034/viewer/2022050412/5f88fbed4fa53d1db9542a3e/html5/thumbnails/7.jpg)
Sixstepstocollaborativeproblemsolving
Step1:Definetheproblemintermsofneeds,notsolutionso Solutiontypedefinitionsofinterpersonalproblemsleadtowin/losesolutions
o Besuretodiscerntheothersstrongneedo Assertonesownneedandlistenreflectivelyuntilyouunderstandtheothersneed:
o “Ineedto….” “Youneedto….”o Aproblemwelldefinedisaproblemhalfsolved.
![Page 8: Conflict Management 101 - Microsoft · 2018-04-12 · Conflict Management 101 R E L A T I O N S H I P GOALS High Importance Low Importance High Importance Smoothing Withdrawing Imposing](https://reader034.vdocuments.site/reader034/viewer/2022050412/5f88fbed4fa53d1db9542a3e/html5/thumbnails/8.jpg)
Step2:Brainstormpossiblesolutionso Rapidlygenerateandlistsolutionideaso Don’tclarifyorseekclarificationo Don’tevaluate
o Goforunusual/crazyideaso Expandoneachothersideaso Listeveryidea
Sixstepstocollaborativeproblemsolving
![Page 9: Conflict Management 101 - Microsoft · 2018-04-12 · Conflict Management 101 R E L A T I O N S H I P GOALS High Importance Low Importance High Importance Smoothing Withdrawing Imposing](https://reader034.vdocuments.site/reader034/viewer/2022050412/5f88fbed4fa53d1db9542a3e/html5/thumbnails/9.jpg)
Step3:Selectthesolutionthatwillbestmeetbothpartiesneeds– Clarifyfirst,thenevaluatewhichsolution/sshouldbe
selected:1. Asktheotherwhichalternativestheyfavour2. Statewhichalternativeslookbesttoyou3. Seewhichcoincide4. Jointlydecideononeormorealternatives
– Findconsensus,thatishaveacontinualfreeandopenexchangeofideasuntilagreementisreached.
Sixstepstocollaborativeproblemsolving
![Page 10: Conflict Management 101 - Microsoft · 2018-04-12 · Conflict Management 101 R E L A T I O N S H I P GOALS High Importance Low Importance High Importance Smoothing Withdrawing Imposing](https://reader034.vdocuments.site/reader034/viewer/2022050412/5f88fbed4fa53d1db9542a3e/html5/thumbnails/10.jpg)
Step4:Planwhowilldowhat,whereandbywhen– Avoidcelebratingtooearlyandforgettingthedetail– Decidewhowilldowhat,whereandwhen– Decideifitwouldbeusefultowritetheplandown
Sixstepstocollaborativeproblemsolving
![Page 11: Conflict Management 101 - Microsoft · 2018-04-12 · Conflict Management 101 R E L A T I O N S H I P GOALS High Importance Low Importance High Importance Smoothing Withdrawing Imposing](https://reader034.vdocuments.site/reader034/viewer/2022050412/5f88fbed4fa53d1db9542a3e/html5/thumbnails/11.jpg)
Step5:ImplementthePlan– Asagestureofgoodfaith,completeyouractionsonschedule
– Iftheagreementisnotlivedupto,sendanassertionmessageandlistenreflectively.
Sixstepstocollaborativeproblemsolving
![Page 12: Conflict Management 101 - Microsoft · 2018-04-12 · Conflict Management 101 R E L A T I O N S H I P GOALS High Importance Low Importance High Importance Smoothing Withdrawing Imposing](https://reader034.vdocuments.site/reader034/viewer/2022050412/5f88fbed4fa53d1db9542a3e/html5/thumbnails/12.jpg)
Step6:Evaluatetheproblemsolvingprocess– Maketimetoseehowwelltheprocessworkedforyou– Whateachlikedmostandleast– Onethingthatbotheredeachofyou– Anythingeitherofyouwishestheyhadn’tsaid– Whateachofyoucandobetternexttime
Sixstepstocollaborativeproblemsolving