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Setting Expectations and Resolving Conflict in Graduate Education (Developing Communication and Conflict Management Skills to Save Time and Enhance Productivity) http://grad.msu.edu/conflic tresolution/ Program development and implementation are supported in part by grants from: The William and Flora Hewlett Foundation (1997-1999) and the U.S. Department of Education’s Fund for the Improvement of Post-Secondary Education (FIPSE) (1997- 2000) Setting Expectations and Resolving Conflict The Graduate School Michigan State University 2009

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Page 1: Setting Expectations and Resolving Conflict in Graduate Education (Developing Communication and Conflict Management Skills to Save Time and Enhance Productivity)

Setting Expectations and Resolving Conflict in Graduate

Education(Developing Communication and Conflict Management Skills to Save

Time and Enhance Productivity)

http://grad.msu.edu/conflictresolution/Program development and implementation are supported in part by grants from: The William and Flora Hewlett Foundation (1997-1999) and the U.S. Department of Education’s Fund for the Improvement of Post-Secondary

Education (FIPSE) (1997-2000)

Setting Expectations and

Resolving Conflict

The Graduate SchoolMichigan State University 2009

Page 2: Setting Expectations and Resolving Conflict in Graduate Education (Developing Communication and Conflict Management Skills to Save Time and Enhance Productivity)

Why Focus on Graduate Students?

• Nationwide, only 60% of students entering Ph.D.programs obtain that degree in 10 years. (Denecke, 2006)

• Differences between “early” and “late” leavers (Nerad and Miller, 1996)

– Early leavers (within 2 years): unmet expectations

– Late leavers (after 4 or more years): Faculty-student relationship, lack of departmental integration (Lovitts, 2001)

The Graduate SchoolMichigan State University 2009

Page 3: Setting Expectations and Resolving Conflict in Graduate Education (Developing Communication and Conflict Management Skills to Save Time and Enhance Productivity)

Basic Assumptions• Many issues in Graduate Education are

not negotiable (Laws, Contracts, Requirements)

• Conflict itself is neither good nor bad – it’s how conflict is handled that is good or bad

• The power differential between Graduate Students and Faculty will always exist.

• We should not expect 100% retention or completion

The Graduate SchoolMichigan State University 2009

Page 4: Setting Expectations and Resolving Conflict in Graduate Education (Developing Communication and Conflict Management Skills to Save Time and Enhance Productivity)

Why Does the Faculty/Student Relationship Matter?

•Research mentor as a key individual

•Decades of continuous interactions via professional societies

•Careers depend on good letters of recommendation

•Faculty Power: stipends, work assignments, resources, advice

•Dependence on a small group of faculty (guidance committees)

•Limited flexibility within a small communityThe Graduate SchoolMichigan State University 2009

Page 5: Setting Expectations and Resolving Conflict in Graduate Education (Developing Communication and Conflict Management Skills to Save Time and Enhance Productivity)

then

Options Over TimeO

ptio

ns

Time

The Graduate SchoolMichigan State University 2009

now

ABCDEF

BCDEF

CDE

DE E

Page 6: Setting Expectations and Resolving Conflict in Graduate Education (Developing Communication and Conflict Management Skills to Save Time and Enhance Productivity)

Vignettes

• On the Dotted Line

The Graduate SchoolMichigan State University 2009

Page 7: Setting Expectations and Resolving Conflict in Graduate Education (Developing Communication and Conflict Management Skills to Save Time and Enhance Productivity)

Strategies to Resolve Conflict

• Avoidance Strategy

• Accommodating Strategy

• Positional Strategy

• Interest-based Strategy

The Graduate SchoolMichigan State University 2009

Page 8: Setting Expectations and Resolving Conflict in Graduate Education (Developing Communication and Conflict Management Skills to Save Time and Enhance Productivity)

Positional Approach

A position is a claim that one makes to answer the immediate question (the issue).

• “I want Dr. Roberts on my committee”

• “You will defend in the Fall of 2009”

The Graduate SchoolMichigan State University 2009

Page 9: Setting Expectations and Resolving Conflict in Graduate Education (Developing Communication and Conflict Management Skills to Save Time and Enhance Productivity)

A

What I WantB

What I Want

The Positional Approach to Resolving a Conflict

ISSUE

The Graduate SchoolMichigan State University 2009

C

Compromise

Page 10: Setting Expectations and Resolving Conflict in Graduate Education (Developing Communication and Conflict Management Skills to Save Time and Enhance Productivity)

The Positional Approach….

The Graduate SchoolMichigan State University 2009

•Narrows options in the beginning to two positions; neither one may be the best answer to the issue.

•May produce a winner and a loser or 2 losers!

•May harm the relationship

Page 11: Setting Expectations and Resolving Conflict in Graduate Education (Developing Communication and Conflict Management Skills to Save Time and Enhance Productivity)

•An issue is the immediate question for which you need an answer (it may not be the only basis of conflict but it is the question needing attention now).

- who should be on my committee?- when will I defend my dissertation?

•Both parties must agree on what the issue is.

Identify the Issue

What’s the Question?

The Graduate SchoolMichigan State University 2009

Page 12: Setting Expectations and Resolving Conflict in Graduate Education (Developing Communication and Conflict Management Skills to Save Time and Enhance Productivity)

What are Interests?

The Graduate SchoolMichigan State University 2009

Interests are needs that must be satisfied and values that must be preserved.

•Self-esteem•Good working relationships•Research excellence•Financial security•Reputation

Page 13: Setting Expectations and Resolving Conflict in Graduate Education (Developing Communication and Conflict Management Skills to Save Time and Enhance Productivity)

A

The Interest-Based ApproachIssue

1234

Interests Options

B

567

ABCDEFG

The Graduate SchoolMichigan State University 2009

Page 14: Setting Expectations and Resolving Conflict in Graduate Education (Developing Communication and Conflict Management Skills to Save Time and Enhance Productivity)

Vignettes

• Restacking the Committee

The Graduate SchoolMichigan State University 2009

Page 15: Setting Expectations and Resolving Conflict in Graduate Education (Developing Communication and Conflict Management Skills to Save Time and Enhance Productivity)

Evaluation

The Interest-Based Approach

Issue

1234

A

BCD

Interests Options

EFG

567

The Graduate SchoolMichigan State University 2009

Page 16: Setting Expectations and Resolving Conflict in Graduate Education (Developing Communication and Conflict Management Skills to Save Time and Enhance Productivity)

“Easy to understand, hard to practice”…WHY?

• Trained to be solution-oriented• Rewarded for defending our solutions

well• Against our “nature”?• Strong emotions are triggered• Faster

The Graduate SchoolMichigan State University 2009

Page 17: Setting Expectations and Resolving Conflict in Graduate Education (Developing Communication and Conflict Management Skills to Save Time and Enhance Productivity)

ANGER AND ACTION

Avoidance/Accommodation

Anger

Action

The Graduate SchoolMichigan State University 2009

The trigger event

Page 18: Setting Expectations and Resolving Conflict in Graduate Education (Developing Communication and Conflict Management Skills to Save Time and Enhance Productivity)

Anger

• Predisposes one to use a positional strategy.

• Impairs one’s ability to identify interests.

• Compromises one’s rational decision-making abilities.

The Graduate SchoolMichigan State University 2009

Page 19: Setting Expectations and Resolving Conflict in Graduate Education (Developing Communication and Conflict Management Skills to Save Time and Enhance Productivity)

then

Options Over TimeO

ptio

ns

Time

The Graduate SchoolMichigan State University 2009

now

ABCDEF

BCDEF

CDE

DE E

Page 20: Setting Expectations and Resolving Conflict in Graduate Education (Developing Communication and Conflict Management Skills to Save Time and Enhance Productivity)

Vignettes

• Sunny Skies

The Graduate SchoolMichigan State University 2009

Page 21: Setting Expectations and Resolving Conflict in Graduate Education (Developing Communication and Conflict Management Skills to Save Time and Enhance Productivity)

Implicit Expectations

Implicit Expectations: Not stated and rarely understood.

• “What didn’t you understand about what I didn’t tell you?”

• “What part of my silence didn’t you understand?”

The Graduate SchoolMichigan State University 2009

Page 22: Setting Expectations and Resolving Conflict in Graduate Education (Developing Communication and Conflict Management Skills to Save Time and Enhance Productivity)

Explicit Expectations

Explicit Expectations:

• Clearly Stated (verbally or in written form)

• Checked for understanding

• Unilaterally or jointly set

The Graduate SchoolMichigan State University 2009

Page 23: Setting Expectations and Resolving Conflict in Graduate Education (Developing Communication and Conflict Management Skills to Save Time and Enhance Productivity)

Window of “Negotiable” ExpectationsExplicit

Implicit

Join

tU

nil a

t er a

l

The Graduate SchoolMichigan State University 2009

Page 24: Setting Expectations and Resolving Conflict in Graduate Education (Developing Communication and Conflict Management Skills to Save Time and Enhance Productivity)

Window of “Negotiable” Expectations

Explicit

Implicit

Join

tU

nil a

t er a

l

The Graduate SchoolMichigan State University 2009

Page 25: Setting Expectations and Resolving Conflict in Graduate Education (Developing Communication and Conflict Management Skills to Save Time and Enhance Productivity)

Interests DecisionIssueContext Options

The Graduate SchoolMichigan State University 2009

Explicit Expectations

are set by jointly examining future situations in this order:

and then checking for mutual understanding

Page 26: Setting Expectations and Resolving Conflict in Graduate Education (Developing Communication and Conflict Management Skills to Save Time and Enhance Productivity)

What are the interests you bring to graduate education?

The Graduate SchoolMichigan State University 2009

Page 27: Setting Expectations and Resolving Conflict in Graduate Education (Developing Communication and Conflict Management Skills to Save Time and Enhance Productivity)

What issues might graduate students face in their graduate

education program?

The Graduate SchoolMichigan State University 2009

Page 28: Setting Expectations and Resolving Conflict in Graduate Education (Developing Communication and Conflict Management Skills to Save Time and Enhance Productivity)

How do you know what the issues might be?

• Compare personal calendar with school calendar • Ask more experienced graduate students• Ask the faculty• Read the graduate program handbook• Review the MSU calendar of events on the website• Review events which will take place in your department

over the next semester• Talk to your class/lab mates about any potential issues

you should be aware of.• Other ways?

The Graduate SchoolMichigan State University 2009

Page 29: Setting Expectations and Resolving Conflict in Graduate Education (Developing Communication and Conflict Management Skills to Save Time and Enhance Productivity)

Can We Jointly Set the Expectation(s) and

Check for Understanding?

Page 30: Setting Expectations and Resolving Conflict in Graduate Education (Developing Communication and Conflict Management Skills to Save Time and Enhance Productivity)

Vignette

• Sunny Skies

Page 31: Setting Expectations and Resolving Conflict in Graduate Education (Developing Communication and Conflict Management Skills to Save Time and Enhance Productivity)

Which options meet the interests and issue?

ISSUE: Time off during semester

INTERESTS OPTIONS

Rest and relaxation

Continuous data collection

Effective communicationwithin lab

Take turns being away from lab

Work extra hard and takedata with you

Find out who will be available to work in lab

The Graduate SchoolMichigan State University 2009

Smooth running lab Close lab for a week

Page 32: Setting Expectations and Resolving Conflict in Graduate Education (Developing Communication and Conflict Management Skills to Save Time and Enhance Productivity)

The Graduate SchoolMichigan State University 2009

Evaluate the options!

•Does it meet the interests?• Is it relevant to the issue?

Page 33: Setting Expectations and Resolving Conflict in Graduate Education (Developing Communication and Conflict Management Skills to Save Time and Enhance Productivity)

Effective Communication for Setting Expectations

Audience

You as theMessenger/

Receiver

Timing

Goal

Power

Ability to “read”Non-verbals

CommunicationHistory

Environment/Culture

PerspectiveTaking

OthersYour Message-What you say-How you say it

The Graduate SchoolMichigan State University 2009

Page 34: Setting Expectations and Resolving Conflict in Graduate Education (Developing Communication and Conflict Management Skills to Save Time and Enhance Productivity)

Vignette

• Double Bind

Page 35: Setting Expectations and Resolving Conflict in Graduate Education (Developing Communication and Conflict Management Skills to Save Time and Enhance Productivity)

Your Turn: Script a Meeting

• Discuss the issue at your table

• Write a script which illustrates a discussion between the graduate student and her advisor, jointly setting an expectation around the issue.

The Graduate SchoolMichigan State University 2009

Page 36: Setting Expectations and Resolving Conflict in Graduate Education (Developing Communication and Conflict Management Skills to Save Time and Enhance Productivity)

Communication Strategies that Foster Delivery of an Interest Based Approach

• Word choice• Perspective-taking

• Body language• Vocal delivery• Timing and setting

• Self-reflection and constructive evaluation

The Graduate SchoolMichigan State University 2009