1 CONFLICT RESOLUTION A CATALYST FOR CHANGE Presented By Mark J. Brown Associate Chair, Mediation Labour Relations Board of BC At The HEALTH EMPLOYERS ASSOCIATION OF BC 15 TH ANNUAL CONFERENCE JUNE 23, 2008

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3 Conflict Conflict is not only natural but necessary for change to occur. Conflict creates context for communication, clarification, and understanding.

Intense Feelings Positions Harden Dehumanizing Occurs Desire to Punish Emerges Communication Deteriorates Dynamics of Conflict* What happens if conflict goes unresolved? *Atlanta Justice Center

5 INDIVIDUAL APPROACHES TO CONFLICT A. COMPETITIVE B. COLLABORATIVE C. COMPROMISING D. AVOIDING E.ACCOMMODATING

6 COMPETITIVE – CONCERNED WITH WINNING TAKE CHARGE ENJOY BEING IN CONTROL IMPATIENT EAGER USEFUL FOR QUICK DECISIONS OR WHERE UNPOPULAR ACTION MUST BE IMPLEMENTED

7 COLLABORATIVE – CONCERNED WITH PROBLEM SOLVING FIND SOLUTIONS THAT SATISFIES EVERYONE PROBLEM FOCUSED CREATIVE USEFUL WHEN BOTH SETS OF CONCERNS ARE TOO IMPORTANT TO BE COMPROMISED

8 COMPROMISING – CONCERNED WITH FAIRNESS FIND EXPEDIENT MUTUALLY ACCEPTABLE SOLUTION PARTIALLY SATISFIES EVERYONE USEFUL WHEN GOALS ARE MODERATELY IMPORTANT BUT NOT WORTH DISRUPTION

9 AVOIDING – AVOID CONFLICT CONSIDER CONFLICT UNPRODUCTIVE USEFUL WHEN ISSUE TRIVIAL OR WHEN POTENTIAL DAMAGE OR CONFLICT OUTWEIGHS BENEFITS OF RESOLUTION LETS PEOPLE COOL DOWN

10 ACCOMMODATING – CONCERNED WITH RELATIONSHIP NEGLECT OWN CONCERN OVER CONCERNS TO SATISFY OTHERS SUPPORTIVE - HELPFUL USEFUL WHEN ISSUE IS MORE IMPORTANT TO OTHERS

11 Sources of Conflict: Five sources of conflict: Relationship conflicts Value conflicts Data conflicts Structural conflicts Interest conflicts The Mediation Process: Practical Strategies for Resolving Conflict Christopher W. Moore

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13 Conflict Causes and Intervention Relationship Conflicts Strong emotions Misperceptions and stereotypes Poor communication or miscommunication Repetitive negative behaviour Interventions Control expression of emotions through procedure, ground rules, caucus, etc. Promote expression of emotions by legitimizing feelings and providing a process Clarify perceptions and build positive perceptions Improve quality and quantity of communication Block negative repetitive behaviour Encourage positive problem solving attitudes The Mediation Process: Practical Strategies for Resolving Conflict Christopher W. Moore

14 Conflict Causes and Intervention Value Conflicts Different criteria for evaluating ideas or behaviour Exclusive intrinsically valuable goals Different way of life Interventions Avoid defining problems in terms of value Allow parties to agree and to disagree Search for a common or complementary goals shared by the parties The Mediation Process: Practical Strategies for Resolving Conflict Christopher W. Moore

15 Conflict Causes and Intervention Data Conflicts Lack of information Misinformation Different views on what is relevant Different interpretations of data Different assessment procedures Interventions Reach agreement on what data is important Agree on process to collect data Develop common criteria to assess data Use third party experts to gain outside opinion or break deadlocks The Mediation Process: Practical Strategies for Resolving Conflict Christopher W. Moore

16 Conflict Causes and Intervention Structural Conflicts Destructive patterns of behaviour or interaction Unequal control, ownership or distribution of resources Unequal power and authority Geographical, physical or environmental factors that hinder co- operation Time constraints The Mediation Process: Practical Strategies for Resolving Conflict Christopher W. Moore

17 Conflict Causes and Intervention Structural Conflict Interventions Clearly define and change roles Replace destructive behaviour patters Reallocate ownership or control of resources Establish a fair and mutually acceptable decision making process Change negotiation process from positional to interest-based bargaining Modify means of influence used by parties (less coercion, more persuasion) Change physical and environmental relationship Modify external pressures Change time constraints The Mediation Process: Practical Strategies for Resolving Conflict Christopher W. Moore

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19 Conflict Causes and Intervention Interest Conflicts Perceived or actual competition over substantive interests Procedural interests Psychological interests Interventions Focus on interests, not positions Look for objective criteria Develop integrative solutions that address needs of all parties Search for ways to expand options or resources Develop trade-offs to satisfy interests of different strengths The Mediation Process: Practical Strategies for Resolving Conflict Christopher W. Moore

20 EFFECTIVE COMMUNICATION LISTENING IS POWER LISTENING IS NOT THE SAME AS HEARING HEARING IS WITH THE EARS, LISTENING IS WITH THE MIND

21 HOW WE DO NOT LISTEN RETAIN 25% OF WHAT WE HEAR ACTIVELY LISTEN FOR 17 SECONDS AT A TIME WRITE 9%OF TIME READ 16% OF TIME LISTEN 45% OF TIME

22 WHY IS LISTENING DIFFICULT BRAIN IS TOO FAST FOR TONGUE SPEAK 125 – 140 WORDS PER MINUTE LISTEN TO 400 WORDS PER MINUTE BRAIN PROCESSES 1,000 – 4,000 WORDS PER MINUTE

23 BAD LISTENING HABITS ATTENTION FAKERS FACT GATHERERS CRITICIZERS BORED LISTENERS DIFFICULT MATERIAL BLOCKERS DISTRACTION TOLERATORS NOTE TAKERS MENTAL REHEARSER

24 BENEFITS TO EFFECTIVE LISTENING INCREASE KNOWLEDGE SAVE TIME DECREASE STRESS TRUE DIALOGUE EARN TRUST UNDERSTANDING SELF ESTEEM INFLUENCE DEVELOPMENT

25 ACTIVE LISTENING TECHNIQUES LOOK ASK QUESTIONS DO NOT INTERRUPT DO NOT CHANGE SUBJECT BE ATTENTIVE TO EMOTIONS RESPOND EMPATHETICALLY ENCOURAGE ACKNOWLEDGE CLARIFY SUMMARIZE

26 CREATING AN ATMOSPHERE FOR DIALOGUE

27 CREATING AN ATMOSPHERE FOR DIALOGUE REFRAME SITUATION OR RELATIONSHIP – NOT ATTITUDE OR BAHAVIOUR YES OR NO ANSWER CANNOT BE GIVEN QUESTIONS OR PROBLEM STATEMENTS MULTIPLE SOLUTIONS POSSIBLE DEPERSONALIZE JOINT PROBLEMS FUTURE RELATIONSHIP NON THREATENING OBJECTIVE & NEUTRAL SPECIFIC TERMS CONFIRM FRAMING ACCURATE

28 MANAGING CONFLICT

29 MANAGING CONFLICT TAKE CARE OF YOURSELF THINK ABOUT TIMING BE CLEAR ABOUT YOUR REAL CONCERNS USE “I” MESSAGING FRAME APPROPRIATELY FOCUS ON CHANGE FOR FUTURE DO NOT TRY TO CONVINCE OTHERS YOU ARE RIGHT DO NOT TRY TO SOLVE PROBLEM TOO FAST ASSUME OTHER VIEW POINTS POSSIBLE

30 DEALING WITH A GROUP TO RESOLVE CONFLICT Set a positive optimistic tone Establish ground rules and process State the problem Ask participants about their needs and concerns and help them move from positions to interests Summarize what you hear Deal with interpersonal concerns Frame the problem jointly Ask participants for ideas that will solve the problem Restate agreements as the occur

31 DECIDE AS A GROUP OR BY AN INDIVIDUAL The time available to make the decision The need for buy in The importance of the issue The effect on working relationships Information and expertise Have you already decided

32 EFFECTIVE MANAGER Be as concerned about the process as content Manage the decision making process Contribute ideas in a manner that does not dominate the discussion Express assumptions or constraints up front so the group knows the parameters of the discussion Must really believe that the group can make a better decision than the individual Must present a back up decision making process in case consensus is not achieved

33 LRB CONFLICT RESOLUTION PROGRAMS CONFLICT AUDIT PRINCIPAL INTERVIEWS INDIVIDUAL INTERVIEWS CO-DESIGN

34 PILOT PROJECT FOCUS GROUP HOW CAN THE EMPLOYER AND UNION COLLOBORATE TO IMPLEMENT AN INTERNAL CONFLICT RESOLUTION MODEL AS A MEANS TO CREATE POSITIVE CHANGE IN THE WORKPLACE ONE ON ONE COACHING PEER MEDIATION CO-MEDIATION