Transcript Presentation title slide - 42 pt Times New Roman, White

Finding Common Ground
Strategies for Improved Communications
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Purpose of Training
• Re-engineering = Change
• Change = Potential Conflict
• Conflict = Opportunities if Resolved
Positively and Collaboratively
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Agenda
•3.5 hours, 1 break
•Lots of interactivity
•No lecture
•Some fun
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Icebreaker
• Your Name
• Your Job
• Which animal best
represents your
approach to
conflict?
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Self Assessment
•No Names
•Not Graded
•Complete again at the end of class
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Complete Self Assessment
2 Minutes
0
1
2
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Objectives
By the end of this course, you will be able to:
• Recognize the major causes of conflict and it can
present positive opportunities
• Respond to conflict by respecting the person
• Resolve conflict by addressing the problem
• Use Reflection to learn from conflict
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The 4 Rs
Recognize
Respond
With Respect
Resolve
Reflect
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Recognize
Recognize
Respond
With Respect
Resolve
Reflect
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Definition of Conflict
The differences that arise between people that
cause them concern.
• Conflict is an inevitable and normal part of life
• All parties may not be aware that there is a conflict
• We may have internal conflicts – we are “of two minds” about
something
• Conflict is between two or more people and may be about one
or more issues or problems
• Conflicts aren’t necessarily negative, but present opportunities
to solve problems collaboratively
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Common Workplace Conflicts
Brainstorm
The issue or conflict
The people involved
 What each party wants
10 minutes to list 2 issues
Use Worksheets & flipcharts
2 minutes to describe to the entire group
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Common Workplace Conflicts
Brainstorm
The issue or conflict
The people involved
 What each party wants
10 Minutes
0
5
10
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Group Presentations
• Present the issue or conflict
• Identify the parties involved
• Describe what each party
wants
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Personal Issue or Conflict
The issue or conflict
The people involved
 What each party wants
0
5
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Common Causes of Conflict
Values
Goals
Facts
Methods
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Common Causes
Facts
• People receive new information at different times.
• Everyone might not receive the new information.
• People might interpret things differently.
Sharing information or getting reliable
information usually can resolve conflicts
over facts.
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Common Causes
Methods
• People often differ over the best way to do something.
• Supervisors may have different ways of rewarding or disciplining
employees.
• Managers may have different opinions about how to keep their
staff up to date on current information.
Conflict over methods can usually be resolved by the
airing of differences and collaboration—working
together to come to an agreement on methods.
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Common Causes
Goals
• Viewing a job as an opportunity/living/chore until retirement.
• A Manager’s goal might be to achieve maximum efficiency while
a supervisor might be more interested in the personal needs of
team.
• A flight passenger’s goal is to get to their flight on time, while
the goal of the security screener is to make sure flight security is
maintained.
Disagreement over goals can usually be
resolved by problem solving and finding
common ground.
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Common Causes
Values
• One person might see working part time as an opportunity to
spend more time with his/her family while another might view
it as a loss of income.
• One person might have been brought up to respect everyone
and another might have been brought up to expect other
people to earn respect
• Our cultural and religious background influences how we
behave.
We must acknowledge our differences, respect
each other's position, recognizing that long-held
beliefs and values will not change.
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Common Causes Exercise
Values
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Goals
Facts
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Methods
• 5 Minutes
• Use first letters to identify
the possible causes
• More than 1 cause is possible
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Review
Recognize
Respond
With Respect
Resolve
Reflect
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Respond
Recognize
Respond
With Respect
Resolve
Reflect
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Responses to Conflict
• Avoid
• Complain
• Take it Home
• Blame Others
• Lump it
• Give in
• Get Angry
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Chinese Symbol for Conflict
“Risk”
“Opportunity”
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Risk and Opportunity Scenarios
6 Minutes
0
2
4
6
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Risk and Opportunity
Risk
Opportunity
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Effective Communication
Active Listening
Effective Speaking
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Responding Exercise – Part 1
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Responding Exercise – Part 1
2 Minutes
0
1
2
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Responding with Respect
Validate – acknowledge understanding and the
feelings of other person.
Ask – use open-ended questions to demonstrate you
heard.
Listen – paraphrase to demonstrate understanding.
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Active Listening Skills
• Listen with respect – give the other person time to
talk
• Don’t challenge or interrupt
• Check for understanding
• Don’t problem-solve
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Responding Exercise – Part 2
2 Minutes
0
1
2
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Two Parts of Communication
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How and What we Communicate
Words –
7%
Tone of voice –
38 %
Body language – 55%
Source: Mehrabian, Albert (1981) Silent Messages: Implicit
Communication of Emotions and Attitudes. Belmont, CA: Wadsworth.
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8 Ways to ask a Question
Did I say
you had an
attitude
problem?
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Respond with Respect - Summary
Conflict can be risk and opportunity
Communication is Key
•Validate
•Ask Questions
•Listen
How we say something is as
important as what we say!
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Break
10 Minutes
0
5
10
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Resolve
Recognize
Respond
With Respect
Resolve
Reflect
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The Vacation Dilemma Positions - What
Beach
Near by
Socializing
Food
Swimming
Fresh Air
Sun
Shopping
Mountains
Quiet
Food
Hiking
Stars
Near by
Boating
Wildlife
Interests - Why
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Uncovering Interests
Positions - What
• A stand or demand
• What someone wants
Dignity
Interest
s
Self-esteem
Respect
Interest
s
Interest
s
Security
Well-being
Interest
s
Interests
Interests - Why
Belonging
• Why a person wants
something or wants
something done in a
particular way
• Their fears, hopes, wants,
needs
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Position/Interests Scenarios in
Book
Use the Uncovering Interests Worksheet:
•
•
•
Identify Issue or Problem
Identify Positions
Uncover Interests
10 Minutes
0
5
10
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Position/Interests Conflicts at
Work
Use the Uncovering Interests Worksheet:
•
•
•
Identify Issue or Problem
Identify Positions
Uncover Interests
10 Minutes
0
5
10
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Exploring Options
Ideas for Brainstorming
•
•
•
•
•
•
Collect as many ideas as possible from all
participants
All ideas are welcome
Be creative
Do not criticize or judge; don't groan, frown, or
laugh
All ideas are equally valid at this point.
Build on other peoples' ideas.
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Exploring Options – 5 minutes
5
0
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Decide on a “SMART” Agreement
Specific
Mutually acceptable
Appropriate
Realistic
Time-based
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Review
Recognize
Respond
With Respect
Resolve
Reflect
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Reflect
Recognize
Respond
With Respect
Resolve
Reflect
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The VALUED Approach
Validate
Ask, and
Listen to
Uncover Interests
Explore Options and
Decide on an Agreement
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Learning from Conflict Exercise
• Refer to the personal issue identified at the
beginning
• Use the Finding Common Ground Worksheet
• Voluntary sharing
5 Minutes
0
5
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Summary
• A definition of conflict
• Common causes of conflict
• Elements of Communication
• Guidelines for Responding with Respect
• Interests v. Positions
• “SMART” Agreements
• 4Rs
• A “VALUED” Approach
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Self Assessment
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Congratulations!
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