1. E7-Intro, E031 PE-course Project Organised Learning (POL) Mm 6: Conflict Handling Master of Science – Introductory Semester (E7 – Intro) Lecturer: Lars Peter Jensen Ass. teacher: Xiangyun Du

2. E7-Intro, E032 Project Organized Learning (POL) 6: Conflict Handling Agenda: 1.Lecture 1: On conflicts 2.Role play about conflicts 3.Lecture 2: Preventing conflicts 4.Behavioural self-assessment test 5.Lecture 3: Conflict behaviour and conflict solving

3. E7-Intro, E033 Project Organized Learning (POL) 6: Conflict Handling My goals for your learning After this lesson you should be able to: Describe and explain simple ways of preventing conflicts Explain different behaviour in a conflict situation Describe and explain simple ways of solving a conflict

4. E7-Intro, E034 Conflicts – WHAT? WHY? HOW? WHAT? Behaviour exhibited by one (or more) person(s) which bothers another (or other) person(s) and/or prevents them from doing something they would like to do. WHY? Disagreement, “bad chemistry”, fight about power, lack of respect, cultural insensitivity e.g.. HOW? It is easy to start a conflict – but it might be hard to solve it satisfactorily!.

5. E7-Intro, E035 Role Play about conflicts The six roles: –The speaker –The passive listener –The active listener –The obstructive –The ‘don’t care’ type –The observer

6. E7-Intro, E036 The roles The speaker You have to speak for approximately 5 minutes about a topic of interest to you – it can be your hobby, a holiday or an experience you have had – most important is that you are engaged. You have to try to make the other group members understand what you are talking about. The passive listener You listen to the speaker and express interest for the topic via your body language (nodding, varied facial expression, leaning forward etc.) and by asking small open-ended questions, encouraging the speaker to continue talking. The active listener You listen to the speaker and express interest for understanding the topic by listening both to the words and to the feelings underlying the words. You repeat sentences in your own words and try to explain and interpret what you hear. Be aware that your body language also expresses interest.

7. E7-Intro, E037 The roles The obstructive Your role is to try to disturb the speaker as much as possible by being in opposition to everything she/he says, by criticising and by being aggressive. You try to speak about something different and your body language expresses lack of respect and lack of interest. The ’don’t care’ You behave as if you cannot be bothered to show any interest whatsoever. You play with the computer, talk in your mobile, look out through the window. Your body language expresses deep indifference with the speaker as well as with her/his message. The observer Your most important role is to keep an eye on time and not let the speaker speak for more than 5 minutes. Further, you observe the communication in the group and note down your impression afterwards.

8. E7-Intro, E038 Role Play about conflicts After playing different roles (app. 2 – 4 plays) you discuss: Your immediate feelings and reactions concerning the different roles. To which extent can you recognize some of the roles from your discussions in the group ? To which extent can you learn something from the role plays that could be useful in your future discussions in the group ?

9. E7-Intro, E039 Role Play (Plenary discussion and a break)

10. E7-Intro, E0310 Lecture 2: Preventing Conflicts 1.Preventing conflicts 2.Dialogue versus discussion 3.Reflexive writing and marking rounds 4.The ’Hot chair’ 5.’I’ – messages

11. E7-Intro, E0311 Preventing Conflicts ”Prevention is better than cure” - also when it concerns conflicts in a group!! ”Remember that the sooner a conflict is identified and handled, the less dramatic it is. Prevention of conflicts builds on mutual understanding and respect for diversity.

12. E7-Intro, E0312 Preventing Conflicts Conflicts are best prevented by: Knowing and understanding expectations, opinions and feelings - your own as well as those of others (dialogue, I-messages) Agreeing on rules, roles and relations in the group, (co-operation agreement) Evaluating your group co-operation regularly (’hot chair’, team health profile).

13. E7-Intro, E0313 Dialog versus diskussion Dialogue and Discussion Dialogue is an expansive process - your knowledge is increased. How is the ’mind map of the world’ for the others?? Discussion is a narrowing process - you agree on a collective ’mind map of the world’

14. E7-Intro, E0314 Dialogue The objective is to understand what others understand – understand their ’mind map of the world’ The means are: listening – passively and actively. The characteristics are: to be curios; open minded; eager to learn. Cultural sensitivity requires dialogue !!

15. E7-Intro, E0315 Passive Listening Builds on the ability to: Be silent Express acknowledgement Invite others to go into details using encouraging words: ”Yes”,”No”,”I see”,”Hmmm” and openers: ”Tell more”, ”How would you” etc.

16. E7-Intro, E0316 Aktiv lytning Active Listening CodingDecoding

17. E7-Intro, E0317 Active Listening Builds on the ability to: ’Mirror’, (repeat with your own words) what the other person says Communicate on the other person’s premises Show understanding and respect for the other persons opinion Interpret – not judge or condemn.

18. E7-Intro, E0318 Body language of a listener Has eye contact Has an open posture Is leaning slightly forward Nods at intervals Is conscious of own and receiver’s body language A listening person:

19. E7-Intro, E0319 Discussion The objective is to agree upon a decision – a common ’mind map of the world’ The means are: shift between listening, reflecting, developing ideas and speaking The characteristics are: holistic judgements (see it as a whole) and reasonable decisions

20. E7-Intro, E0320 When you have to make a decision… Split up your discussion into 4 phases: 1.Making suggestions – ’drawing different maps’. 2.Elaborating, explaining – ’understanding the maps’. 3.Developing further, comprehensive assessment – ’heading for a better map’. 4.Deciding – ’drawing the (best) collective map’ Phase 1 – 2 is the dialogue. Phase 3 – 4 is the discussion.

21. E7-Intro, E0321 Reflexive writing and ‘marking rounds’ Can be used before, during and after a decision-making process: Five minutes ’time-out’, where All speaking in the group is forbidden and Each student spontaneously writes down his or her thoughts about the form of the discussion and the issues discussed at the moment After 5 minutes take a ‘marking round’ where everyone explains their thoughts

22. E7-Intro, E0322 Reflexive writing and ‘marking rounds’..are good tools in team work because they: Give those who have ’dropped out’ of the discussion a possibility to come back in. Give everybody a possibility to put forward their views and opinions. Make the communication process open and visible because of the writing. GOOD ADVICE: Let the less speaking student start!!

23. E7-Intro, E0323 Evaluating personal relations: The ’Hot chair’ Every 2-3 weeks group members evaluate each other one at a time according to the following rules: The person in the ‘hot chair’ is not allowed to comment, she/he is supposed to listen to the constructive and loyal criticism of other group members All the others have to give positive and negative feedback e.g. Two things they like about the person’s behaviour within the group, and two things they don't like

24. E7-Intro, E0324 Evaluating personal relations: The ’Hot chair’ Feedback must: Describe behaviour – not interpret motives Express your own feelings directly – not indirectly Be specific – not general Only address issues which can be changed Make room for change Be non-judgmental Only be given when asked for/agreed upon – not uninvited Be motivated by a wish to help others – not to hurt

25. E7-Intro, E0325 A good advice to remember !! Be towards others as you wish them to be towards you!!

26. E7-Intro, E0326 ’I’-messages The ’I’-message is a clear, unambiguous and honest message about your thoughts and feelings You can share your thought and feelings with others but they cannot deny them or say that they are ’wrong’ Using ’I’-messages is the same as assertive communication!!

27. E7-Intro, E0327 How to use ’I’-messages to tell others about something you don’t like PhaseExample Start (state the factual behaviour) ”You didn’t tell me that the meeting was cancelled. Consequence (describe the consequence of this behaviour for you) So I have wasted my time coming here. Feeling (describe how you feel about this) This makes me angry and I feel that you disrespect me and my job. Alternative (point out another way to behave) If you had notified my secretary she could have notified me.”

28. E7-Intro, E0328 Break for 15 minutes Deadline is deadline !

29. E7-Intro, E0329 Behavioural self-assessment test

30. E7-Intro, E0330 Behavioural self-assessment test - 1 Mark the 36 statements in the questionnaire with 0, 1, 2, 3 or 4 points, according to how often you do this in your job X

31. E7-Intro, E0331 Behavioural self-assessment test - 2 After having filled in the questionnaire, transfer the points from each statement to the white field in the scoring sheet. Only enter your points in the white fields. Add the points in each column to get your behavioural profile.

32. E7-Intro, E0332 SUBMISSIVE BEHAVIOUR Persons behaving submissive are withdrawn in communication They renounce their rights, standpoints and opinions and submit to others’ opinions They often feel incapable and afraid They apologise for themselves and have a self-effacing behaviour

33. E7-Intro, E0333 SUBMISSIVE BEHAVIOUR VERBAL EXPRESSIONS: one could wish that … it looks as if this is probably not what you mean

34. E7-Intro, E0334 AGGRESSIVE BEHAVIOUR Aggressive people stick to their own opinions They don’t discuss or argue but simply repeat their standpoint – sometimes louder and louder Aggressive people lack social competences and seem to seek the conflicts

35. E7-Intro, E0335 AGGRESSIVE BEHAVIOUR VERBAL EXPRESSIONS : if I were you I would be careful Yeah, you’re really good at that, aren’t you! …. and I mean now ! I most certainly did not yes, you can say that again

36. E7-Intro, E0336 ASSERTIVE BEHAVIOUR Direct, honest and action-oriented Sticks to her/his standpoints – WITHOUT OFFENDING OTHERS Takes responsibility for own feelings and opinions in the situation Has inner strength and power

37. E7-Intro, E0337 ASSERTIVE BEHAVIOUR VERBAL EXPRESSIONS : I feel, I think, I mean we will, we can What is your opinion?

38. E7-Intro, E0338 The concept of assertion Assertive communication is to say what you mean and to mean what you say – without demeaning or hurting others Assertive behaviour is to be able to and dare express feelings, opinions and needs clearly, unambiguously and honestly – with respect for others Assertive behaviour is to be who you are and let others be who they are Assertive behaviour increases your self-confidence and gives you personal impact that improves the positive feelings in the situation

39. E7-Intro, E0339 Lecture 3: Conflict behaviour and conflict solving 1.How to spot a conflict 2.Personal conflict behaviour 3.Conflict solving 4.Consequences of conflicts

40. E7-Intro, E0340 How to spot a conflict Very loud discussion in stead of dialogue – nobody is trying to understand each other Very long arguing but no decisions Goes ‘for the man’ not ’for the ball’ Postulate in stead of reasoning Formation of cliques Talk about people behind their backs REMEMBER: Deal with conflicts, the sooner the better !!!

41. E7-Intro, E0341 Personal conflict behaviour Goal Relations Important Not importantImportant Smooth things outConfronting ForcingDrawing Compromising

42. E7-Intro, E0342 Personal conflict behaviour ProfileCharacteristic individual behaviour Avoidance ’drawing’ Avoid, deny, ignore, turn away. Adjusting ’smooth things out’ Forthcoming, abandon personal goals, relations to others is more important. Win/loose ‘forcing’ Dominating, aggressive, want to win, demonstrates power. Compromising ’do compromises’ All shall gain something – there is different ways to do things, compromises. Problem solving ’confronting’ Acceptance of conflicts. Everybody's needs are legitimate and important. Respect for personal relations. Make allowances

43. E7-Intro, E0343 One way to solve a conflict Those involved in the conflict state their point of view, one at a time. A mediator sums up the main issues in the conflict. The mediator and the persons involved try to uncover underlying reasons for the conflict. Everyone participates in the development of possible solutions. The group agrees upon trying one of the solutions and the mediator writes down the agreement. Everyone evaluates the process and states whether they are satisfied with the solution.

44. E7-Intro, E0344 Another way to solve a conflict  Those involved in the conflict tell How they have experienced the situation How they have contributed to creating the problem How they can contribute to a solution  Mediator and persons involved participate in the development of possible solutions.  The group agrees upon trying one of the solutions and the mediator writes down the agreement. Everyone evaluates the process and states whether they are satisfied with the solution.

45. E7-Intro, E0345 Conflict solving – think about PhaseAgenda ProblemWhat’s the reason for the conflict GoalA ’win/win’-solution Confrontation’I’ messages Active listening Understanding others’ ”mind map of the world” Solutions As many as possible to increase creative solutions Judgement and choice Consensus or compromise AgreementWho is going to do what ? EvaluatingWhat did WE learn ?

46. E7-Intro, E0346 Conflicts – negative or positive ? A conflict can be destructive, but it can also bring forward different sides of a case Enhance creativity and stimulate learning. Also, a satisfactorily solved conflict is likely to Create better co-operation, more trust and deeper friendships, and Improve the ability to handle conflicts in the future – both in the group and in a later job situation. It is not the conflict itself, but the lack of ability and will to solve it, that creates problems.

47. E7-Intro, E0347 Remember: Conflicts arises !!! It is your choice whether they shall lead to positive or negative results. It depends upon whether your mental frame is positive or negative ! What do you read here? OPPORTUNITYISNOWHERE

48. E7-Intro, E0348..and this was it for today!!