Link Kathryn Towe Littleton

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Conflict Management Strategies for Resolving
the Inevitable

• Link Kathryn Towe Littleton
• Human Resources Chair,
• Central Area
• Oakland County (MI) Chapter

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Workshop Focus

• Getting on the same page regarding Conflict
  Management
• Understanding why it is inevitable
• Identifying the benefits and addressing the
  challenges

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Assessment Results from an HR Perspective

• Diversity in membership means different values,
  ideas, needs, and interests.
• Members often are not equipped to handle these
  differences.
• Differences ignored or not managed result in
  conflict.
• CONFLICT IS INEVITABLE

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What is Conflict?

• Any difference between people or groups of people
  which actually or seemingly offends the
  sensibilities or threatens the well-being of
  either party.
• Conflict always occurs within the boundaries of a
  relationship. Therefore, approval/self-worth,
  control, justice, and/or acceptance/love are most
  often the core issues.

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Challenges

• Distracts from goals
• Not efficient
• Reduces productivity and participation
• Low morale

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Benefits

• Improves organizational decision making
• Inspires members to articulate and clarify their
  ideas and positions
• Stimulates innovation, creativity and forward
  thinking
• Improves individual and group performance

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Scenario 1 IN THE COMMITTEE MEETING

• Committee Chair I have taken the liberty to
  prepare a timeline and suggested activities for
  the project we are planning.
• Member 1 Well, when I was Chair I made sure
  that all the Committee members and any other
  members that had ideas had a chance to submit
  them before we had finalized any plans.

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Scenario 1 IN THE COMMITTEE MEETING

• Committee Chair This is not the final report but
  I thought having something on paper would serve
  as spring board for discussion and would generate
  more ideas.
• Member 1 Well, when I was chair I would not
  have dreamed to suggest that the ladies of this
  organization could not generate ideas without a
  cheat sheet.

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Scenario 1 IN THE COMMITTEE MEETING

• Committee Chair I realize that each of us has
  different working styles and I would hope that we
  would respect that difference.
• Member 1 Well, the reason the President asked
  me to be on this committee, as former Chair, was
  to keep some kind of order and continuity to the
  process. But if I am going to be ignored I might
  as well not be here.

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3 Major Types of Conflict

• Task Conflict- when this form of conflict arises
  among members it affects the goals and tasks of a
  Facet, Committee, or Chapter.

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TASK CONFLICT STRATEGIES TO AVOID CONFLICT

• Acknowledge Former Chairs work
• Engage in transition planning
• Define roles responsibilities
• Clarify intent of tasks
• Create rules of engagement
• Address communication issues early

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Scenario 2 AT THE MEETING

• Presiding Officer We have heard the report from
  the planning committee, what is your pleasure?
• Committee Chair I move the approval of the
  report.
• Member 1 I second that motion.

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Scenario 2 AT THE MEETING

• Presiding Officer It has been properly moved and
  seconded to approve the committee report, are you
  ready for the question?
• Member 3 I have a question. When did the
  committee meet and who were the members?
• Member 4 How does the committee plan to
  finance this project?

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Scenario 2 AT THE MEETING

• Member 5 Has the Committee considered that the
  proposed date for the project is in direct
  conflict with our responsibilities to the Area?
• Member 6 Did the committee solicit
  suggestions from the members on this project?
• Member 7 I suggest that this report needs to
  go back to Committee because the body does not
  seem to be ready to vote.

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3 Major Types of Conflict

• Process Conflict- Centers around the steps or
  methods used by members to reach a goal.

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PROCESS CONFLICT STRATEGIES TO AVOID CONFLICT

• Provide Committee Chairs orientation regarding
  operating procedures
• Review Roberts Rules with all members
• Develop plan for engaging Chapter members who are
  not on the Committee prior to Chapter meeting
• Make sure Committee composition is diverse and
  members are assigned appropriately

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PROCESS CONFLICT STRATEGIES TO AVOID CONFLICT

• Make sure Executive Committee reviews Committee
  Report prior to Chapter meeting
• Utilize meeting management skills dont allow
  Committee work to be conducted during the meeting

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Scenario 3 ON THE PHONE AFTER THE MEETING

• Member 1 Did you see how she just railroaded
  that group report through?
• Member 2 Yes, girl. And another thing. Did
  you notice that all the members of that Committee
  were her friends and had not been in this
  organization more than two years?

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Scenario 3 ON THE PHONE AFTER THE MEETING

• Member 1 It takes a good five years just to
  learn how things work in this Chapter. Why, Ive
  been to more national conventions than she has
  been to Chapter meetings.
• Member 2 I dont know about you but we seem to
  be losing all our cherished traditions. I know
  she is a Heir-o-Link but you have to respect
  tradition.

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Scenario 3 ON THE PHONE AFTER THE MEETING

• Member 1 Whenever one of us more seasoned
  members has a question or a recommendation or a
  suggestion she just brushes us off and takes all
  the suggestions and information seriously from
  the young folk.
• Member 2 It makes me not want to come to
  meetings or participate in activities. Im
  beginning to feel like moss might be growing on
  me.

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3 Major Types of Conflict

• Relationship Conflict- undermines and tears at
  and penetrates all aspects of the Chapter. It
  consumes all the attention and energy of the
  Chapter, leaving little time to focus on programs
  and other important tasks.

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Relationship Conflict STRATEGIES TO AVOID
CONFLICT

• I- statement communication
• WHEN
• The EFFECTS ARE
• I FEEL
• ID PREFER

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16 Tips to Add to Your Tool Box

• Go to the Member
• Cool down the EMOTIONS

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16 Tips to Add to Your Tool Box

• Identify the real issue
• Investigate
• Guard against all-or-nothing thinking
• Point to the areas of agreement
• See the conflict as a joint problem

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16 Tips to Add to Your Tool Box

• Focus on the future and restoring trust
• Do not fret over numbers
• Stick to the Issue
• Work through Forgiveness

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16 Tips to Add to Your Tool Box

• Show concern for the common good
• Be imaginative in looking for solutions

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16 Tips to Add to Your Tool Box

• Agree on a method of verifying progress
• Agree on a method for dealing with failure
• Seek the help of a neutral party

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Self-Assessments can be useful

• Communication Style
• Personal Conflict Management Style

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ASSESSMENT Results can send signals

• Member Profile
• Chapter Assessment
• Program Assessment