conflict management: a proactive approach for leaders
DESCRIPTION
Conflict Management: A Proactive Approach for Leaders. Sue Theiss, MA University Ombuds Office Oregon State University. Agenda…. What’ an Ombuds? Understanding the ABC’s of Collaborative Conflict Resolution 10 Tips for Managers and Leaders Addressing Cases of Bullying - PowerPoint PPT PresentationTRANSCRIPT
![Page 1: Conflict Management: A Proactive Approach for Leaders](https://reader036.vdocuments.mx/reader036/viewer/2022062302/5681658a550346895dd84b91/html5/thumbnails/1.jpg)
Conflict Management: A Proactive Approach for Leaders
Sue Theiss, MA University Ombuds OfficeOregon State University
![Page 2: Conflict Management: A Proactive Approach for Leaders](https://reader036.vdocuments.mx/reader036/viewer/2022062302/5681658a550346895dd84b91/html5/thumbnails/2.jpg)
What’ an Ombuds? Understanding the ABC’s of Collaborative
Conflict Resolution 10 Tips for Managers and Leaders Addressing Cases of Bullying Case Study Discussion and Debriefing Q & A
Agenda…
![Page 3: Conflict Management: A Proactive Approach for Leaders](https://reader036.vdocuments.mx/reader036/viewer/2022062302/5681658a550346895dd84b91/html5/thumbnails/3.jpg)
Compete/Dominate
Accommodate
Avoid
Compromise
Collaborate
Conflict Resolution Strategies
(Thomas & Kilmann)
![Page 4: Conflict Management: A Proactive Approach for Leaders](https://reader036.vdocuments.mx/reader036/viewer/2022062302/5681658a550346895dd84b91/html5/thumbnails/4.jpg)
Getting pushy
![Page 5: Conflict Management: A Proactive Approach for Leaders](https://reader036.vdocuments.mx/reader036/viewer/2022062302/5681658a550346895dd84b91/html5/thumbnails/5.jpg)
CollaborationFoster a culture of
community, respect for diversity and open dialogue, and encourage cooperative resolution.
![Page 6: Conflict Management: A Proactive Approach for Leaders](https://reader036.vdocuments.mx/reader036/viewer/2022062302/5681658a550346895dd84b91/html5/thumbnails/6.jpg)
• Mindset: Conflict = Opportunity
• Identify Interests vs. Positions
• 3 Times Rule (pull weeds from the root)
“If we don’t change the direction we are going, we are likely to end up where we are heading” – Chinese saying
Keys to Effective Resolution
![Page 7: Conflict Management: A Proactive Approach for Leaders](https://reader036.vdocuments.mx/reader036/viewer/2022062302/5681658a550346895dd84b91/html5/thumbnails/7.jpg)
“The real voyage of discovery consists not in seeking
new landscapes but in having new eyes” – M. Proust
Active Listening Avoid using poor listening habits Listen for the whole message Ask questions Practice reflective listening & reframing
Get the Picture
![Page 8: Conflict Management: A Proactive Approach for Leaders](https://reader036.vdocuments.mx/reader036/viewer/2022062302/5681658a550346895dd84b91/html5/thumbnails/8.jpg)
Inferences
![Page 9: Conflict Management: A Proactive Approach for Leaders](https://reader036.vdocuments.mx/reader036/viewer/2022062302/5681658a550346895dd84b91/html5/thumbnails/9.jpg)
Topic Content issue
Relational Interpersonal needs
Identity How do I look to others?
Process How things happen
Goals (Wilmot & Hocker)
![Page 10: Conflict Management: A Proactive Approach for Leaders](https://reader036.vdocuments.mx/reader036/viewer/2022062302/5681658a550346895dd84b91/html5/thumbnails/10.jpg)
Anger
![Page 11: Conflict Management: A Proactive Approach for Leaders](https://reader036.vdocuments.mx/reader036/viewer/2022062302/5681658a550346895dd84b91/html5/thumbnails/11.jpg)
Achieve Rapport
Boil Down the Issues
Clarify Goals and Interests
Develop a Game Plan
Know your ABC’s
![Page 12: Conflict Management: A Proactive Approach for Leaders](https://reader036.vdocuments.mx/reader036/viewer/2022062302/5681658a550346895dd84b91/html5/thumbnails/12.jpg)
#10
Make conflict management a part of your strategic
planning.
Sue’s “Top 10” Prevention Tips
![Page 13: Conflict Management: A Proactive Approach for Leaders](https://reader036.vdocuments.mx/reader036/viewer/2022062302/5681658a550346895dd84b91/html5/thumbnails/13.jpg)
# 9
Assess and Manage Your Conflict Climate
How do you measure service? Conflict Climate – relational conditions, practices,
and expectations Systemic issues? Keep a list.
Sue’s “Top 10” Prevention Tips
![Page 14: Conflict Management: A Proactive Approach for Leaders](https://reader036.vdocuments.mx/reader036/viewer/2022062302/5681658a550346895dd84b91/html5/thumbnails/14.jpg)
#8
Be a good bystander.
Sue’s “Top 10” Prevention Tips
![Page 15: Conflict Management: A Proactive Approach for Leaders](https://reader036.vdocuments.mx/reader036/viewer/2022062302/5681658a550346895dd84b91/html5/thumbnails/15.jpg)
# 7
Understand various forms of aggression and learn when and how to intervene.
• Disruptive behavior• Safety first• Bullying
Sue’s “Top 10” Prevention Tips
![Page 16: Conflict Management: A Proactive Approach for Leaders](https://reader036.vdocuments.mx/reader036/viewer/2022062302/5681658a550346895dd84b91/html5/thumbnails/16.jpg)
#6
Agree on assignment of credit up front.
Sue’s “Top 10” Prevention Tips
![Page 17: Conflict Management: A Proactive Approach for Leaders](https://reader036.vdocuments.mx/reader036/viewer/2022062302/5681658a550346895dd84b91/html5/thumbnails/17.jpg)
#5 Value Employees
How to Receive Feedback (L. Webb):a. “Thank you” b. Acknowledge what was saidc. Agree with what you cand. Add to or change the topic
…and remember… 4 pats to a poke
Sue’s “Top 10” Prevention Tips
![Page 18: Conflict Management: A Proactive Approach for Leaders](https://reader036.vdocuments.mx/reader036/viewer/2022062302/5681658a550346895dd84b91/html5/thumbnails/18.jpg)
#4
Be wary of Attribution Errors (Sillars)
Consider Is it possible?
Is the process fair?What are all the reasonable
options?
Sue’s “Top 10” Prevention Tips
![Page 19: Conflict Management: A Proactive Approach for Leaders](https://reader036.vdocuments.mx/reader036/viewer/2022062302/5681658a550346895dd84b91/html5/thumbnails/19.jpg)
#3
E-Mail/texting: To Use? or Not To Use?
Sue’s “Top 10” Prevention Tips
![Page 20: Conflict Management: A Proactive Approach for Leaders](https://reader036.vdocuments.mx/reader036/viewer/2022062302/5681658a550346895dd84b91/html5/thumbnails/20.jpg)
Sue’s “Top 10” Prevention Tips
#2 Provide an effective channel for upward feedback.
![Page 21: Conflict Management: A Proactive Approach for Leaders](https://reader036.vdocuments.mx/reader036/viewer/2022062302/5681658a550346895dd84b91/html5/thumbnails/21.jpg)
#1
Model the conflict management behaviors that you want to see in
others.
Sue’s “Top 10” Prevention Tips
![Page 22: Conflict Management: A Proactive Approach for Leaders](https://reader036.vdocuments.mx/reader036/viewer/2022062302/5681658a550346895dd84b91/html5/thumbnails/22.jpg)
What Matters?
The impact of bullying on the individuals and the organization
How we communicate the problem
How we work with managers who can make a difference
Using the right framework and tools for success
The Process of Bullying
![Page 23: Conflict Management: A Proactive Approach for Leaders](https://reader036.vdocuments.mx/reader036/viewer/2022062302/5681658a550346895dd84b91/html5/thumbnails/23.jpg)
“Bullying occurs when someone [or group] is
systematically subjected to aggressive behaviors” which lead, either intentionally or unintentionally, to a stigmatization and victimization of the target (Einarson, 1999)
Bullying as a ProcessWhat is it?
![Page 24: Conflict Management: A Proactive Approach for Leaders](https://reader036.vdocuments.mx/reader036/viewer/2022062302/5681658a550346895dd84b91/html5/thumbnails/24.jpg)
Direct
Verbal assaults, threats, retaliation, negatively altering job assignments, intimidating physical demeanor
IndirectInappropriately influencing others’ actions, denial of behavior and/or redirecting blame
Acts of Aggression
![Page 25: Conflict Management: A Proactive Approach for Leaders](https://reader036.vdocuments.mx/reader036/viewer/2022062302/5681658a550346895dd84b91/html5/thumbnails/25.jpg)
Predatory Dispute-related Chronic Opportunist Accidental Substance-Abusing
Types of Bullying
![Page 26: Conflict Management: A Proactive Approach for Leaders](https://reader036.vdocuments.mx/reader036/viewer/2022062302/5681658a550346895dd84b91/html5/thumbnails/26.jpg)
It all looks the same to the
target.
![Page 27: Conflict Management: A Proactive Approach for Leaders](https://reader036.vdocuments.mx/reader036/viewer/2022062302/5681658a550346895dd84b91/html5/thumbnails/27.jpg)
A. Aggressive Behavior
B. Bullying
C. Stigmatization
D. Severe Trauma
Stages of Bullying(Einarsen, 1999)
![Page 28: Conflict Management: A Proactive Approach for Leaders](https://reader036.vdocuments.mx/reader036/viewer/2022062302/5681658a550346895dd84b91/html5/thumbnails/28.jpg)
Repeated aggressive behaviors
Collateral impact
Abuse of power
Structure that inhibits resolution
Lengthy resolution process
Conditions that Define Bullying in Academia
![Page 29: Conflict Management: A Proactive Approach for Leaders](https://reader036.vdocuments.mx/reader036/viewer/2022062302/5681658a550346895dd84b91/html5/thumbnails/29.jpg)
High Argumentativeness vs.
Dysfunctional Verbal Aggression
Collegiality sometimes leads to avoidance
Organizational tolerance is communicated through policies and norms
Tenure & Graduate students…adversarial processes & power imbalances
What’s Different About Universities?
![Page 30: Conflict Management: A Proactive Approach for Leaders](https://reader036.vdocuments.mx/reader036/viewer/2022062302/5681658a550346895dd84b91/html5/thumbnails/30.jpg)
![Page 31: Conflict Management: A Proactive Approach for Leaders](https://reader036.vdocuments.mx/reader036/viewer/2022062302/5681658a550346895dd84b91/html5/thumbnails/31.jpg)
Early intervention
Create a safe environment
Initial assessment of individuals & groups
Consider boundaries and circumstances
Provide education and coaching
Provide structure and follow-through
Move to more formal response when necessary
Collaborative Strategies
![Page 32: Conflict Management: A Proactive Approach for Leaders](https://reader036.vdocuments.mx/reader036/viewer/2022062302/5681658a550346895dd84b91/html5/thumbnails/32.jpg)
What not to say
What to say
Create a safe space
Review options
Create a road map
Working with Victims/Targets
![Page 33: Conflict Management: A Proactive Approach for Leaders](https://reader036.vdocuments.mx/reader036/viewer/2022062302/5681658a550346895dd84b91/html5/thumbnails/33.jpg)
Create a safe space
Assess the climate
Explore resources and options
Create a road map
Working with Managers
![Page 34: Conflict Management: A Proactive Approach for Leaders](https://reader036.vdocuments.mx/reader036/viewer/2022062302/5681658a550346895dd84b91/html5/thumbnails/34.jpg)
Perceived Bullies
◦ Listen◦ Assess dynamics
and respond appropriately
◦ Provide education and resources
◦ Step back when appropriate
Bystanders
◦ Provide a safe place to talk
◦ Consider affect on the team
◦ Educate◦ Empower◦ Your suggestions?
Working with…
![Page 35: Conflict Management: A Proactive Approach for Leaders](https://reader036.vdocuments.mx/reader036/viewer/2022062302/5681658a550346895dd84b91/html5/thumbnails/35.jpg)
University Ombuds Office
The 18th Camel…