Copyright © 2009 First Steps Training & Development, Inc. All rights reserved. Copyright © 2008 First Steps Training & Development, Inc. All rights reserved. Conflict Management Part Three: Now You’re in There, Here’s How You Come Away with a Win You -- Your Employees -- Your Team Presented by: 1

2 Copyright © 2009 First Steps Training & Development, Inc. All rights reserved. If the End goal is to have the most positive outcome AND the most productive relationships, the strategy must be Collaboration

Collaboration Process 1.Prepare yourself 2.Ask for a meeting in advance 3.Establish a meeting goal 4.Review situation (Facts/Beliefs/Feelings) 5.Ask what they want 6.State what you want 7.Brainstorm/Explore options; pick one 8.Decide what each person will do 9.Establish follow-up date 10.Write it down Copyright © 2009 First Steps Training & Development, Inc. All rights reserved.

Collaboration Process 1.Prepare yourself 2.Ask for a meeting in advance 3.Establish a meeting goal 4.Review situation (Facts/Beliefs/Feelings) 5.Ask what they want 6.State what you want 7.Brainstorm/Explore options; pick one 8.Decide what each person will do 9.Establish follow-up date 10.Write it down Copyright © 2009 First Steps Training & Development, Inc. All rights reserved.

Facilitated Collaboration: when it’s two people you supervise 1.Bring them together 2.Establish the meeting goal (yours) 3.State the Ground Rules 4.Review situation (one at a time) 5.Ask what each person wants 6.Brainstorm/Explore options; pick one 7.Decide what each person will do 8.Establish follow-up date 9.Write it down Honest Factual Courteous Copyright © 2009 First Steps Training & Development, Inc. All rights reserved.

Managing Conflict in a Team Setting May be rooted in interpersonal conflict between two or more team members; if so, resolve using either of the two approaches above (Collaboration or Facilitated Collaboration) Will frequently emerge as disagreement over a proposed course of action Disagreement is normal - do not let it get out of control Clarify Decision Rights ( see Managing Commitment ) Copyright © 2009 First Steps Training & Development, Inc. All rights reserved.

How to Build Team Consensus Demonstrate that you are willing to cooperate and listen to all relevant ideas Identify a common goal and common objectives Agree upon a common decision-making approach Encourage everyone to get involved in an open discussion – consider the “Nominal Group Technique” Gain agreement on each point as you go – unless it is a values-related issue Identify exactly which points create the disagreement Resolve an area of disagreement or find a different option Do not allow the discussion to get bogged down on one issue – if necessary use the “parking lot” Define “Consensus Guidelines” Summarize agreement often Copyright © 2009 First Steps Training & Development, Inc. All rights reserved. Make All Thinking Visible

Events You Don’t Want to Miss On the radio: –Next week: How Trouble Shooting Really Works –Better (fewer, shorter, more effective) Meetings Open Enrollment Workshops –March Trouble Shooting Logic –March 26 Advanced Management Skills –May Experiential Expertise T3 Copyright © 2009 First Steps Training & Development, Inc. All rights reserved. Check the website for other Workshops/Sites/Dates

Copyright © 2009 First Steps Training & Development, Inc. All rights reserved. 10 For more information, or to schedule a workshop, contact: Toll Free: (800) Conflict Management Resolving Interpersonal Conflict Presented by: