1. www.iSpeak.com Proprietary and Confidential Conflict Management iSpeak Foundation Series Month day, 2012 Instructor Name

2. www.iSpeak.com 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

3. www.iSpeak.com Proprietary and Confidential Satori

4. www.iSpeak.com Proprietary and Confidential Conflict Management Unit One: What Causes Conflict?

5. www.iSpeak.com Proprietary and Confidential What do you see?

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

7. www.iSpeak.com Proprietary and Confidential 7 Exercise: Pros and Cons of Conflict

8. www.iSpeak.com 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

9. www.iSpeak.com 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

10. www.iSpeak.com Proprietary and Confidential 10 Relational Power Least interest More options Resource control Scarcity

11. www.iSpeak.com Proprietary and Confidential Satori

12. www.iSpeak.com Proprietary and Confidential Conflict Management Unit Two: Conflict is Normal

13. www.iSpeak.com Proprietary and Confidential 13 Exercise: Task and Relationship Conflict

14. www.iSpeak.com Proprietary and Confidential 14 Types of Conflict Interpersonal Eleven Roots Group Eight Types

15. www.iSpeak.com Proprietary and Confidential Conflict Response Strategies

16. www.iSpeak.com Proprietary and Confidential 16 Exercise: Understanding Conflict Strategies

17. www.iSpeak.com Proprietary and Confidential 17 Exercise: Team Player Styles on my Team

18. www.iSpeak.com Proprietary and Confidential 18 Last bottle of water…

19. www.iSpeak.com Proprietary and Confidential Weighing the Costs

20. www.iSpeak.com Proprietary and Confidential 20 Exercise: Conflict Response Strategies

21. www.iSpeak.com Proprietary and Confidential Satori

22. www.iSpeak.com Proprietary and Confidential Conflict Management Unit Three: Acknowledge & Explore

23. www.iSpeak.com Proprietary and Confidential Conflict Management Model

24. www.iSpeak.com 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)

25. www.iSpeak.com 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

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

27. www.iSpeak.com 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

28. www.iSpeak.com Proprietary and Confidential 28 Exercise: Acknowledging Complaints

29. www.iSpeak.com 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)

30. www.iSpeak.com Proprietary and Confidential 30 Exercise: Assertively Acknowledge Conflict

31. www.iSpeak.com Proprietary and Confidential 31 Positions and Underlying, Compatible Needs

32. www.iSpeak.com Proprietary and Confidential Question to Understand

33. www.iSpeak.com 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?

34. www.iSpeak.com Proprietary and Confidential 34 Exercise: Asking Questions

35. www.iSpeak.com Proprietary and Confidential Satori

36. www.iSpeak.com Proprietary and Confidential Conflict Management Unit Four: Generate & Implement

37. www.iSpeak.com Proprietary and Confidential Conflict Management Model

38. www.iSpeak.com 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

39. www.iSpeak.com Proprietary and Confidential Creative Solutions

40. www.iSpeak.com 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?

41. www.iSpeak.com Proprietary and Confidential Generating Ideas Brainstorm Reversed Situation Forced Analogy Point of View

42. www.iSpeak.com Proprietary and Confidential Brainstorm uses for this Trash Can

43. www.iSpeak.com Proprietary and Confidential Reversed Situation

44. www.iSpeak.com Proprietary and Confidential Forced Analogy 44 In a sport As a toy In an action movie As a…

45. www.iSpeak.com Proprietary and Confidential Point of View Secret Service Darth Vader CEO Government Google From the point of view of…

46. www.iSpeak.com Proprietary and Confidential 46 Exercise: Brainstorm a Business Issue

47. www.iSpeak.com Proprietary and Confidential 47 Selection Phase

48. www.iSpeak.com 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

49. www.iSpeak.com Proprietary and Confidential Satori

50. www.iSpeak.com Proprietary and Confidential Conflict Management Implement to Improve

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

52. www.iSpeak.com Proprietary and Confidential Satori

53. www.iSpeak.com Proprietary and Confidential Kaizen

54. www.iSpeak.com Proprietary and Confidential Instructor Name email@iSpeak.com 512.###.#### Thank you!

55. www.iSpeak.com Proprietary and Confidential Continue Your Learning At iSpeak University! www.ispeak.com/ispeak-university Reinforcing Video ShortsDownload Tools