Make Conflict Management Successful

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Make Conflict Management Successful If Not
Cheerful!

• By Jennifer Wilson
• Founder of ConvergenceCoachingLLC

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Conflict

• One party perceives its interests are being
  opposed or set back by another party

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Negotiation

• Give and take process between conflicting
  independent parties

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Functional Vs. Dysfunctional Conflict

• Functional Conflict Serves organizations
  interests
• Dysfunctional Conflict Threatens organizations
  interests

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Desired Outcomes of Conflict

• Agreement
• Stronger relationships
• Learning

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• Eight Steps to making conflict management a
  cheerful experience

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Step One

• Define the conflict itself
• Acknowledge that the conflict exists and begin
  exploring the reasons that might be causing it

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Step Two

• Commit to discussing the conflict with the other
  parties involved
• Must be a live discussion, never through
  e-mail!
• Must be done when parties have cooled down and
  can discuss things rationally

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Step Three

• Preparation step
• Outline preferably in writing your views of the
  situation without blame

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Step Four

• The Sharing Step
• Meet with the parties and share your view of the
  conflict
• Identify your expectations and observations of
  the situation

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Step Five

• The Listening Step
• Allow the parties to share their views of the
  situation as you listen carefully
• They will add new information or perspective that
  will provide clues as to how to solve the
  conflict

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Step Six

• Discuss the consequences of the conflict

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Step Seven

• Ask for help in developing a solution
• Ask for feedback from other parties involved as
  to how to keep conflict from recurring

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Step Eight

• Document your understanding of the new action
  plan
• Can be done via e-mail or a letter to parties
  involved

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Questions?

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