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Managing Team Conflict Effectively

Claudette Rowley

January 30, 2013

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Advising nonprofits in:

• Strategy

• Planning

• Organizational Development

www.synthesispartnership.com

(617) 969-1881

info@synthesispartnership.com

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Today’s Speaker

Claudette Rowley Coach, Consultant, Author

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P R E S E N T E D B Y C L A U D E T T E R O W L E Y J A N U A R Y 3 0 , 2 0 1 3

Managing Team Conflict Effectively

Today’s Take Aways

1. Learn the behaviors that cultivate team trust.

2. Learn to build your team through productive conflict management.

3. Learn how to keep your team members engaged and committed.

Definition of Conflict

In it’s broadest sense, conflict is defined as a disagreement in which parties involved perceive that their needs, interests or concerns are compromised.

Trust + Engagement = Productive Conflict

Managing team conflict is most effective in a trusting environment with engaged, committed employees.

Definition of Conflict on a Team

According to Patrick Lencioni (Five Dysfunctions of a Team), conflict on a team is:

“productive, ideological conflict: passionate, unfiltered debate around issues of importance to the team.”

Character + Competence = Trust

The Speed of Trust

In his book The Speed of Trust, Stephen Covey Jr. talks about how trust affects speed and cost in organizations.

When trust goes down, speed will go down and cost will go up.

When trust goes up, speed goes up and cost will go down.

Stephen Covey Jr’s 13 Trust building Behaviors

1. Talk straight

2. Demonstrate respect

3. Create transparency

4. Right wrongs

5. Show loyalty

6. Deliver results

7. Get better

8. Confront reality

9. Clarify expectations

10. Practice accountability

11. Listen first

12. Keep commitments

13. Extend trust

Reflective Questions

1. Which of the 13 behaviors do you do best?

2. Which would you like to improve upon?

3. How can you promote these behaviors on your team?

4. Which three behaviors are a priority for your team?

Productive Conflict Management

Create opportunities for self-awareness and establish conflict management guidelines.

Train the team on conflict resolution principles.

Promote Self-Awareness

Schedule a conversation with the team that includes these questions:

o What’s your perception of conflict?

o How do you typically handle conflict?

o What are work/family/cultural influences that impact how I handle conflict?

Create Communication/Conflict Guidelines

Guidelines could include:

• response times and when to use email vs. phone

• how to address misunderstandings or miscommunications

• if two or more people are in conflict who will address it and how?

• time frames for addressing a conflict

• guiding principles for communication (i.e., respect, good listening, check out assumptions, etc.)

Train on Conflict Resolution Principles

Listen more than you talk Acknowledge the other person’s perspective

(acknowledging is not agreeing) Let people tell their story (share their thoughts and

feelings) Use reflective listening (listen for their needs/interests,

what’s important to them. “What I’m hearing you say is that receiving a sincere apology is really important to you.”)

Train on Conflict Resolution Principles

Then move into resolution: Brainstorm options and solutions – as many as possible

After a resolution or solution is reached, determine who will implement by when

Schedule a follow up meeting or conversation

The Role of Emotion in Conflict

When we interpret a conflict as an emotional injury or violation of our dignity, we can feel emotionally “triggered”.

The limbic part of the brain gets activated – we feel like we want to flee, fight or freeze.

We can use emotional triggers to our benefit.

We have the opportunity to increase self-awareness and return to creativity and problem-solving.

If the Team Is Stuck

1. Refrain from blaming, defensiveness and criticism.

2. Name your experience.

3. Reframe the conversation toward interests or options.

4. Take a break and reconvene at an agreed upon time.

5. Get a neutral third party if needed.

Keep Team Members Engaged

Team members are more likely to resolve conflicts and have more productive conflict if they are engaged and committed to their work.

Productivity Quadrants

High productivity/low positivity: very effective, high burnout

High positivity/low productivity: everyone gets along, feels good, and don’t get much done

Low productivity/low positivity: misery loves company, unified by bad boss, not much gets done

High productivity/high positivity: team is functioning well, trust is built, conflicts are handled, communication is effective and team gets a lot accomplished/results oriented

*From Team Diagnostic Assessment

Common Disengagement Patterns

Over-management

Under-management

Delegation isn’t working

Communication breaks down at crucial points

Team Engagement Steps

1. Schedule regular communication:

Hold monthly planning meetings

Structure consistent weekly check-ins

2. Priorities based on talents and skills:

Define roles and responsibilities

Identify top 3 priorities and put in writing

Discuss professional development opportunities

Team Engagement Steps

3. Manage expectations:

Know and discuss expectations

Delegate tasks with clearly defined expectations and outcomes

Conduct follow up conversations after task completion

Team Engagement Steps

4. Resolve conflicts:

Address conflicts in timely manner

Focus on the facts

Act and speak neutrally

Check out assumptions first

Ask employee or tem for their perspective

Ask for suggestions on best ways to resolve

Team Engagement Steps

5. Express appreciation:

Ask what makes employee feels appreciated or recognized

Offer positive feedback when you can

Identify talents, strengths and gifts and capitalize on them

People have differing styles and needs for appreciation and recognition

Easy Ways to Put Steps into Action

Assess team member level of engagement

Ask “what makes you feel appreciated or recognized?”

When addressing a conflict, “seek to understand”

Define roles and responsibilities

Assess communication – how is it working?

What’s one small shift you could make to improve engagement?

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