Transcript MAM for LCD projector

Welcome to . . .
Managing Workplace Conflict
The Managing Differences Seminar ™
Core Competencies for Prevention and Early Resolution of Workplace Conflict
Key component of the MediationWorks Training System™
1
The MediationWorks Training System™
A cafeteria plan for strategic conflict management
Step 1: Benchmark ~ Assess the problem
Step 2: Train ~ Establish the core competencies
Step 3:
Step 4:
Step 5:
Step 6:
Coach ~ Support the learning
Enable ~ Remove the obstacles
Expertize ~ Train in-house experts
Systematize ~ Design your ADR system
Step 7: Reassess ~ Compare to benchmarks
© 2003 by Dana Mediation Institute, Inc. All rights reserved.
The MediationWorks Training System™
A cafeteria plan for strategic conflict management
Step 1: Benchmark ~ Assess the problem
Step 2: Train ~ Establish the core competencies
Step 3:
Step 4:
Step 5:
Step 6:
Coach ~ Support the learning
Enable ~ Remove the obstacles
Expertize ~ Train in-house experts
Systematize ~ Design your ADR system
Step 7: Reassess ~ Compare to benchmarks
© 2003 by Dana Mediation Institute, Inc. All rights reserved.
The MediationWorks Training System™
A cafeteria plan for strategic conflict management
Step 2: Train ~ Establish the core competencies
Module 1: Necessary Knowledge
Your mental map for effective action
Module 2: Successful Conflict Conversations
A core workplace competency: Self Mediation
Module 3: Third-party Resolutions
A core leadership competency: Managerial Mediation
© 2003 by Dana Mediation Institute, Inc. All rights reserved.
The MediationWorks Training System™
A cafeteria plan for strategic conflict management
Step 2: Train ~ Establish the core competencies
Module 1: Necessary Knowledge
Your mental map for effective action
Module 2: Successful Conflict Conversations
A core workplace competency: Self Mediation
Module 3: Third-party Resolutions
A core leadership competency: Managerial Mediation
© 2003 by Dana Mediation Institute, Inc. All rights reserved.
2
Goals
Necessary
Knowledge
1. To learn to think strategically about
conflict, rather than react blindly to it.
2. To create a mental map for using the
communication tools you will learn in
Module 2 and/or 3.
What is conflict?
A condition between people
• who are task interdependent, and
• where one or both feel angry, and
• find fault with the other, and
• use behaviors that cause a business problem.
© 2003 by Dana Mediation Institute, Inc. All rights reserved.
4
Topic Outline
Necessary
Knowledge
1. The big picture
The three conflict management systems
The universal structure of conflict
Professional and self-help mediation
2. Beyond common sense: The nature of conflict
Discovering our Wrong Reflexes
The Retaliatory Cycle
Video: Seeing the cycle, defining conflict, recognizing its costs
Levels of conflict
3. Why mediation works: The magic within the method
The Conciliatory Cycle
The Conflict Mountain
The Forces toward Harmony
A Paradigm Shift
4. Preparing to take action
Successful Conflict Conversations (Module 2): Self Mediation
Third Party Resolutions (Module 3): Managerial Mediation
© 2003 by Dana Mediation Institute, Inc. All rights reserved.
The Three Conflict Management Systems
Necessary
Knowledge
The tip of the iceberg
The big
picture
Atlantic Ocean
near Newfoundland
© 2003 by Dana Mediation Institute, Inc. All rights reserved.
4
The Three Conflict Management Systems
Necessary
Knowledge
The “tip of the iceberg”
Formal system
The big
picture
Grievance/ADR/experts/legal
C
O
N
F
L
I
C
T
S
Informal system
Self-help mediation tools for
prevention and early resolution:
 Managerial Mediation
 Self Mediation
 Preventive Mediation
Automatic system
Everyday conflict management
and prevention using ordinary
social skills
© 2003 by Dana Mediation Institute, Inc. All rights reserved.
6
Professional and Self-help Mediation
Necessary
Knowledge
The big
picture
Professional mediation
• Expert skills required
• Complex disputes
• Extensive training (40 hours minimum)
Managerial mediation
• Fewer skills required
• Less complex disputes
• Less training (11 hours)
Self mediation
•
•
•
•
The core skills, knowledge, and
intervention techniques are nested
within the outer mediation methods.
© 2003 by Dana Mediation Institute, Inc. All rights reserved.
Fewer skills required
Less complex disputes
No third party
Less training (7 hours)
Preventive mediation
•
•
•
•
No new skills required
No disputes (prevention)
No off-line mediation event
No additional training (10 minutes)
Thanks
Thank you for viewing the first few slides of
the Managing Differences Seminar Series.
Consider attending an upcoming
Certification Conference in Managing
Workplace Conflict.
Click to visit the
conference home page
© 2003 by Dana Mediation Institute, Inc. All rights reserved.