integrated conflict management
DESCRIPTION
Identifying and addressing conflict and bullying in the workplaceTRANSCRIPT
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Integrated Conflict Management
Evolving theory & practice
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Stages in social reforms
Pro-activeHelping things go right
Preventative Stopping things from going wrong
Reactive Responding when things go wrong
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(Participatory) action research
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Modes of deciding & acting
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Rationales for reform
We need:
rules to protect workplace rights, &
an adjudicator to determine whether rules have been broken
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Original focus of “conflict handling”
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Original focus of “conflict handling”
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Integrated conflict management
Focuses on causes of conflict within the organisation
Encourages employees & managers to voice concerns & constructive dissent early
Integrates collaborative problem-solving into organisational culture
[ICMS Report]
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Change of metaphor
Human communities / organisations are complex systems
Neither the component parts nor relations between component parts are simple.
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Change of metaphor
Effective managers in modern organisations are steering guiding aligning adjusting influencingmore than they are constructing, controlling...
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Key communication processes
Coaching Description to / reflection for an individual
Conversation & negotiation Reaching shared understanding & optimal action
Mediation 3rd party assisting understanding & action
Facilitation 3rd party assisting a group achieve a collective goal
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Diagnosing the situation
Dispute?
Two or more parties disagree on the facts
Disputants may find areas of agreement
&/or
agree to disagree
Conflict? A situation that
generates strongly negative feelings arising from a clash of opposites:within a personbetween peoplebetween groups
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Symptoms of conflict
Judging …who you are
Characterising …what you do
Attributing …motives to explain why you do it
Dictating …solutions to
perceived problems
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Fundamental attribution error
In explaining why people behave the way they do, we tend to place: too much emphasis on a person’s disposition; too little emphasis on their
situation.
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Sources of difficulty at work
WANT TO(Motivation)
ABLE TO(Capacity)
Self
Positive& negative
emotionI do/don’t want to do
the job
Skills, strengths & weaknessesI do/don’t have the
skill(s) to do the job
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Sources of difficulty at work
WANT TO(Motivation)
ABLE TO(Capacity)
Other
Praise & pressure
Others say things that
support/undermine
me
Help &hurdles
Others do things that
help/hinder me
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Sources of difficulty at work
WANT TO(Motivation)
ABLE TO(Capacity)
Things
Carrots & sticks
Systems of reward
encourage/discourage
me
Bridges &Barriers
Procedures &
equipment make my
job easier/hard
er
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Choosing processes
Clearly disputed accusation Formal fact-finding + adjudication
DisputeBetween two parties
Mediation(i.e. Assisted Negotiation)
DisputesBetween several parties
Facilitation(e.g. strategic planning)
Specific conflict with no dispute or many disputes
Facilitation:Workplace Conference
General challenges of managing workplace disputes and conflict
Conflict Coaching
General conflictin a large organisation
Managed change:Facilitation + training
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Original focus of “conflict handling”
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Revised focus of “conflict handling”
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Revised focus of “conflict handling”
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Revised focus of “conflict handling”
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Relationships Resolution
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Conferencing
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Problem Process
Conflict in a group:no dispute
many
disputes?
Conferencingtransform conflict into cooperation! what happened? how have people
been affected? how to improve the
situation?
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Conference structure
Convenor
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As we begin…
contempt, anger and fear
directed at individuals
because of what they’ve done in the past
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Contempt, anger, fear
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As we progress…
disgust, distress and surprise
over present revelations
about past actions
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Disgust, distress, surprise
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As we progress further…shameexperienced as individual deflation & expressed as collective vulnerability
while the community reflects on what has happened to them
Moore 2003
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Shame
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Transformation…
interest and enjoyment
experienced by the community
about a possible brighter future
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Interest, enjoyment
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contempt stay away anger attack fear get away
surprise stop, look, listendisgust get rid of it
distress comfort
shame seek to restore
interest engage enjoyment affiliate