1. © ourcommunity 2006 1 Resolving the Problem of the “Serial Pest” Mr Patrick Moriarty Director – Training & Development www.ourcommunity.com.au

2. © ourcommunity 2006 What you will achieve in the workshop Understanding that this type of conflict always occurs What is the serial pest? How do we manage the pest The informal process The formal process How not to end up on the front page of the local paper (well at least decrease the chance)

3. © ourcommunity 2006 Lets start with some scene setting.. Who has been involved in a situation of conflict?

4. © ourcommunity 2006 Who would have liked to have handled at least one of those situations differently?

5. © ourcommunity 2006 Conflict comes about because most of us are different and value what we think more than others. If we think that we or our interests are being challenged we generally react. Even at board or committee level we should value alternative views and debate as this can bring about healthy change and growth. When this moves from constructive to destructive that we have problems.

6. © ourcommunity 2006 Conflict is all around us. It is not something we can choose to have or not to have. It may centre on something as trivial as who left their cups unwashed, who didn’t provide their component of the board report or it may be more complicated such as traffic management in a local community setting or who will receive rate relief.

7. © ourcommunity 2006 I am not here to say that you can avoid this conflict. In fact trying to avoid it only causes more issues. What I hope we can achieve together is to develop a process to resolve that “serial pest. Is getting rid of the serial pest the best option?

8. © ourcommunity 2006 Conflict generally occurs over: Substantive issues = different perception of facts Procedural issues = way things have happened Psychological issues = impact on feelings

9. © ourcommunity 2006 Think of a conflict that you have been involved with that has been handled in what you would call a destructive way? What are some of the outcomes from that?

10. © ourcommunity 2006 Some outcomes: Tension Unresolved problems Falling membership Stress Low Productivity Sickies Anxiety And what about the reverse?

11. © ourcommunity 2006 Levels of Conflict Crisis

12. © ourcommunity 2006 What is a crisis like? What are the signs? If we stay alert to the signs that lead up to a crisis we can better manage what in the end may be unresolved.

13. © ourcommunity 2006 Crisis Discomfort Incident Misunderstanding Tension

14. © ourcommunity 2006 Has something minor happened which has left you upset or irritated? Has there been an incident? Has there been a misunderstanding about motives or intentions? Are you feeling anxious about your relationship with the other person? Are you at the point of one more nudge and POW. Think of any current conflict that is going on?

15. © ourcommunity 2006 Crisis Discomfort Incident Misunderstanding Tension Dealing at these stages prevents

16. © ourcommunity 2006 Lets take some time to reflect on some current or recent conflict and do a conflict levels exercise

17. © ourcommunity 2006 How do we create options for resolution? Clarifying Tools – trying to clear up uncertainty Chunking – breaking the problem into smaller parts Researching – more information, extent of resources, constraints Goal Setting – what is the outcome we want?

18. © ourcommunity 2006 How do we create options for resolution? Negotiating Tools Maintain Current Arrangements – Trade offs/sweeteners Currencies – what is easy for me to give and valuable for you to receive Trial and error – try one option then another Establishing Alternatives – what will happen if we can’t agree Consequence Confrontation – what will I do if we don’t agree

19. © ourcommunity 2006 How do we create options for resolution? Generating Tools The Aha Moment – to which all parties say “yes” Brainstorming – no censoring. No justifying, no debating Consensus – lets build the solution together (not lets play as a team and do it my way)

20. © ourcommunity 2006 Selection: –Is it built on a win/win approach –Does it meet many needs of all parties –Is it feasible –Is it fair –Does it solve problem –Can we settle on one option or do we need to trial several?

21. © ourcommunity 2006 Implementation: –Are there a number of steps involved? –Who is responsible for each step? –Is the responsibility shared fairly? –What is the time frame? –How do we review if successful?

22. © ourcommunity 2006 Agreements: –Are there any other number of steps involved? –Who is responsible for each step? –Is the responsibility shared fairly? –What is the time frame? –How do we review if successful?

23. © ourcommunity 2006 So how can we respond? Do Nothing (Live with it!) Negotiate Mediate Expel Arbitrate / Litigate

24. © ourcommunity 2006 Can we live with it? If it is simply annoying this may be an option but if you’re here today I assume that is not.

25. © ourcommunity 2006 The Serial Pest Case A Recently the chair of a local community group raised a conflict problem. I have the situation where I have two members of my board who are in now in the situation of …. “that lady who’s name shall never pass my lips again”. Given that this is happening at every board meetings it is becoming debilitating and destroying morale, and people are now not turning up to meetings because of it. These women are continually interrupting our meetings and making snide remarks to each other.” What do I do?

26. © ourcommunity 2006 Think of what we have discussed so far and in groups of five work through how you would manage the situation as the Chair? Some other background? The group is incorporated. The ladies have been on board for 10 years. The Chair is new and has only just come on board two years ago.

27. © ourcommunity 2006 The Serial Pest?

28. © ourcommunity 2006 What drives your serial pest in a community/staff/client context

29. © ourcommunity 2006 Some other reasons Self Interest To get Attention Protect the past Anxiety about the future Power/Ambition Competitiveness/jealousy/envy “Scared” of change Don’t want to “lose” Don’t want to lose identity Want a sense of belonging

30. © ourcommunity 2006 Have any of you said that the serial pest is inherently evil and trying bring you down? Are they doing what THEY feel is right for your organisation? It is important that you get to the underlying reasons as to why they are being a pest and try to communicate and overcome these concerns

31. © ourcommunity 2006 OK – you’ve done your best and the serial pest still won’t go away – What can we do?

32. © ourcommunity 2006 If you are an incorporated association – you have the option to expel/suspend based on your rules. This process can take anywhere between 37 and 51 days depending on appeals. For your own benefit you should have defined (in a code of conduct) conduct unbecoming a member or prejudicial to the interests of the Association You should have each member sign that they will abide by these conditions. They may also then have the option of seeking redress at civil authorities (e.g. VCAT under discrimination legislation)

33. © ourcommunity 2006 The Model rules also provide a process for mediation which can be followed. ANY Questions?