1. 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. 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

3. 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.

5. 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.

6. 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.

7. 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.

8. 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

9. 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 23-25 Trouble Shooting Logic –March 26 Advanced Management Skills –May 27-31 Experiential Expertise T3 Copyright © 2009 First Steps Training & Development, Inc. All rights reserved. Check the website for other Workshops/Sites/Dates

10. Copyright © 2009 First Steps Training & Development, Inc. All rights reserved. 10 For more information, or to schedule a workshop, contact: Toll Free: (800) 211-0871 www.FirstStepsTraining.com 10 Conflict Management Resolving Interpersonal Conflict Presented by: