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Conflict Management Leadership Development for Real Estate Management Professionals An IREM Workshop Slide 2 Have you read the IREM White Paper on Conflict Management? Q&AQ&A Slide 3 Todays agenda Recognize why conflict isnt all bad Discover 5 basic strategies to manage conflict Handle difficult people effectively 4 mistakes not to make Tactics to manage conflict POSITIVELY! Slide 4 What causes conflict? Q&AQ&A Slide 5 Conflict occurs when peoples concerns appear incompatible and their goals contrast. QUOTES Source: Introduction to Conflict Management by Kenneth W. Thomas Slide 6 Studies show... 60-80% of organizational issues come from difficulties in work relationships. Source: Managing Differences: How to Build Better Relationships At Work and Home by Daniel Dana, 2005, 4 th Ed. How much time does it cost? Slide 7 How is conflict at work valuable? Conflict at work Slide 8 Conflict can... Result in more high quality decisions Lead to learning & innovation Reduce tension and strengthen teamwork Resolve key issues Slide 9 If we manage conflict constructively, we harness its energy for creativity and development. QUOTES Source: Workplace Wars and how to End Them: Turning Personal Conflicts Into Productive Teamwork by Kenneth Kaye Slide 10 PositiveNegative Improved critical thinking and creativity Poorer communication Clarified thoughts and feelingsResistance to teamwork/less collaboration Better decision-making and problem- solving Poorer decision-making (issues remain hidden) Key issues surfacedNegative feelings Improved understanding of othersStress Catalyst for changePolitical backstabbing/revenge Increased effort and productivityReduced productivity Possible effects of conflict Slide 11 Barriers to successful conflict management Focusing on the symptoms Resolving problems for the team Resentfulness Slide 12 Styles of conflict management Slide 13 When to use the competing style Quick action required Important issues Compromise isnt possible The last resort Slide 14 When you are wrong To create good will To develop others When retreating is wise When to use the accommodating style Slide 15 Time constraints Lack of trust for collaboration Temporary solution while exploring collaborative solutions Other party refuses to collaborate When to use the compromising style Slide 16 Issue is of low importance Buying time Reduce tensions Need a better time and place When to use the avoiding style Slide 17 Consensus & commitment is important Build a foundation for future collaboration Need to meet everyones interests Need to repair relationships Whenever you can! When to use the collaborating style Slide 18 CHECKLIST Tactics to manage conflict positively 1.Prepare 2.People vs. Problem 3.Consider SBI 4.Use mental jiujitsu 6.Encourage creativity 5.Highlight what you agree on Slide 19 Prepare Self Awareness Whats troubling you, what is your real interest What might you be doing to escalate the conflict Social Awareness Whats troubling them, what is their real interest What are they doing to escalate the conflict Slide 20 Conflict creates strong emotions Dont assume evil intent Separate people vs problem issues, but deal with both Use a Virgin Eye Separate the people from the problem Slide 21 Communication Techniques Poor communication = greater conflict Use SBI Model to diffuse emotions Slide 22 SBI Model S ituation When and where did it happen B ehavior What did the person do I mpact What were the results of the behavior (keep to the facts) Take the emotion out of your communication Slide 23 Example: SBI Model Situation I was looking at the budget forecast you submitted last Friday. Behavior The analysis you provided on the numbers was very concise and well supported by the facts. Impact I was very impressed by your work, and I think you can handle some additional duties. Slide 24 Avoid pitting your strength against theirs directly; instead, use your skill to step aside and turn their strength to your ends. QUOTES Slide 25 If pushed, do not push back When they assert their positions, do not reject them When they attack your ideas, dont defend them When they attack you, dont counterattack Sidestep their attack and deflect it against the problem. Mental Jiujitsu Slide 26 Find common interests List points of agreement Break disagreements into smaller conflicts Any progress is good progress Highlight areas of agreement Slide 27 What inhibits creativity and collaboration? Q&AQ&A Slide 28 Encourage Collaboration Seemingly contrasting goals may not be mutually exclusive Dont divide the pie, make it bigger! Slide 29 Foster creativity Use a variety of approaches Incorporate key behaviors Consider development tactics Slide 30 Dos and Donts Source: SHRM, Society for Human Resource Management Do Address the conflict quickly Focus on the problem Be open to solutions Acknowledge the other persons feelings Recognize mistakes Dont Focus on personality traits Interrupt Attack Disregard the other persons feelings Email Slide 31 Development tactics 1. Ask others 2. Take inventory 3. Get feedback 4. Keep a log 5. Take action 6. Go to lunch Slide 32 Q UESTIONS ? Slide 33 Material in this workshop is drawn from the IREM White Paper on Conflict Management This instructive series of white papers teaches you the core competencies and best practices you need to lead in the real estate management industry. Available for download at: http://www.irem.org/resources/ Leadership-Competencies-Guide IREM Leadership Development White Papers Slide 34 You may find the resources listed here helpful in furthering your understanding of the topics covered in this workshop. Resources IREM Leadership Competencies White Papers www.irem.org/resources/Leadership- Competencies-Guide www.irem.org/resources/Leadership- Competencies-Guide IREM Education (Courses, On-Demand Learning, Webinars) www.irem.org/education www.irem.org/education Principles of Real Estate Management, 16th Edition Special thanks to: Shannon Alter Alter Consulting Group www.alterconsultinggroup.com 714.833.6797 Slide 35 Thank you! For more information on this and other industry topics, visit www.irem.org today! www.irem.org