Proprietary and Confidential Conflict Management iSpeak Foundation Series Month day, 2012 Instructor Name

Proprietary and Confidential Agenda Introductions – What do you want to learn? Itinerary Ground Rules – Phones on Silent – Ask Questions – Participate & Respect others – Respect our schedule

Proprietary and Confidential Satori

Proprietary and Confidential Conflict Management Unit One: What Causes Conflict?

Proprietary and Confidential What do you see?

Proprietary and Confidential Conflict Defined A disagreement through which the parties involved perceive a threat to their needs, interests or concerns

Proprietary and Confidential 7 Exercise: Pros and Cons of Conflict

Proprietary and Confidential 1 Minute Stories Partner up with someone Think of a story about yourself that you can tell that will last ~ 1 minute. Possible Topics: – Best surprise you’ve ever had – Biggest risk you’ve ever taken – Embarrassing moment – Best trip you’ve taken

Proprietary and Confidential Message Distortion 1.Leveled – some details are lost 2.Condensed – message becomes shorter and simpler 3.Sharpened – some details are highlighted, becoming more important 4.Assimilated – ambiguities are clarified and interpreted 5.Embellished – details are added

Proprietary and Confidential 10 Relational Power Least interest More options Resource control Scarcity

Proprietary and Confidential Satori

Proprietary and Confidential Conflict Management Unit Two: Conflict is Normal

Proprietary and Confidential 13 Exercise: Task and Relationship Conflict

Proprietary and Confidential 14 Types of Conflict Interpersonal Eleven Roots Group Eight Types

Proprietary and Confidential Conflict Response Strategies

Proprietary and Confidential 16 Exercise: Understanding Conflict Strategies

Proprietary and Confidential 17 Exercise: Team Player Styles on my Team

Proprietary and Confidential 18 Last bottle of water…

Proprietary and Confidential Weighing the Costs

Proprietary and Confidential 20 Exercise: Conflict Response Strategies

Proprietary and Confidential Satori

Proprietary and Confidential Conflict Management Unit Three: Acknowledge & Explore

Proprietary and Confidential Conflict Management Model

Proprietary and Confidential Responsive Acknowledgement Formula Acknowledge (use the word “because”) Transition (use “and” or a pause) Respond (ask a question or the provide the explanation)

Proprietary and Confidential 25 Acknowledging Statements “I understand what you mean…” “I appreciate your point of view…” “I can see why you think that…” “I don’t blame you…” “I hear what you’re saying…” “I might have thought the same thing, too…” Acknowledgement ≠ Agreement

Proprietary and Confidential 26 Don’t use “but” “I can appreciate why you think that AND…” “I can appreciate why you think that. (PAUSE)”

Proprietary and Confidential Respond Ask questions to further understand the situation Explain the big picture and the reason why the situation is the way it is

Proprietary and Confidential 28 Exercise: Acknowledging Complaints

Proprietary and Confidential Introducing a Conflict Topic 1.When you… (describe behavior) 2.The effects are… (describe practical problems that result) 3.I feel/think/believe… (avoid ‘you make me’) 4.I prefer… or I would like… (describe what you would like to see)

Proprietary and Confidential 30 Exercise: Assertively Acknowledge Conflict

Proprietary and Confidential 31 Positions and Underlying, Compatible Needs

Proprietary and Confidential Question to Understand

Proprietary and Confidential Question to Understand “I appreciate your point of view and would like to ask a few questions to understand the situation better.” 4 Methods to Probe Open: What do you think about…? Silence Clarifying: What do you mean by…? Summary: …is that correct?

Proprietary and Confidential 34 Exercise: Asking Questions

Proprietary and Confidential Satori

Proprietary and Confidential Conflict Management Unit Four: Generate & Implement

Proprietary and Confidential Conflict Management Model

Proprietary and Confidential Generating Solution Alternatives Focus on the desired benefits one at a time Brainstorm ideas on how to achieve the benefit Generate categories of potential ideas

Proprietary and Confidential Creative Solutions

Proprietary and Confidential Lateral Thinking Puzzles You are driving home from a week long business trip on a stormy night, when you pass by a covered bus stop and you see three people huddled under the shelter, waiting for the bus: An old woman who cannot walk very well Your best friend Your spouse whom you haven’t seen in a week Since your sports car can only carry one additional passenger, whom would you choose to make everyone happy and why?

Proprietary and Confidential Generating Ideas Brainstorm Reversed Situation Forced Analogy Point of View

Proprietary and Confidential Brainstorm uses for this Trash Can

Proprietary and Confidential Reversed Situation

Proprietary and Confidential Forced Analogy 44 In a sport As a toy In an action movie As a…

Proprietary and Confidential Point of View Secret Service Darth Vader CEO Government Google From the point of view of…

Proprietary and Confidential 46 Exercise: Brainstorm a Business Issue

Proprietary and Confidential 47 Selection Phase

Proprietary and Confidential Selecting a Solution Have a weighted score method Focus on most important criteria Don’t act on impulse Don’t feel locked on options Beware of traps – Loudest voice – Small sample

Proprietary and Confidential Satori

Proprietary and Confidential Conflict Management Implement to Improve

Proprietary and Confidential iSpeak Learning Methodology “Knowing is not enough; we must apply. Willing is not enough; we must do.” - Johann Goethe

Proprietary and Confidential Satori

Proprietary and Confidential Kaizen

Proprietary and Confidential Instructor Name 512.###.#### Thank you!

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