PennDot Leadership Academy for Supervisors

DEALING DEALING WITH WITH

CONFLICTCONFLICT

Paula Banzhaf

The TEAM Approach

717-656-0788

Paula@teamapproach.com

Quick Review

• Essential Skills of Leadership• Essential Skills of Communication• Coaching Principles• Pre-work for this session

There are There are twotwo main areas main areas of team member conflicts:of team member conflicts:

1. Personality clash (based on differences in attitudes, beliefs, opinions, etc.)

2. The way the work is structured (overlapping responsibilities, use of the same equipment, competition for scarce resources and so on)

Observe Behavioral Models on Video

Video 1 – Negative ModelVideo 2 – Positive Model

Video 3 – Positive Model with Skill Points Reinforced

What is the first thing the team leader does?SKILL POINT #1

ASK EACH TEAM MEMBER TO STATE PROBLEM

How does the team leader try to get the two team members to understand each other's point of view?SKILL POINT #2

ASK EACH TEAM MEMBER TO STATE OTHER'S VIEW

How does the team leader make certain each statement of the other's view is accurate?SKILL POINT #3

ASK EACH TO CONFIRM ACCURACY OF THE OTHER'S RESTATEMENT

How does the team leader deal with the differences in their views of the problem?SKILL POINT #4

FOCUS ON OBJECTIVES FACTS, AREAS OF MUTUAL NEED OR MUTUAL GOALS

How does the team leader use these facts to bring the team members closer to a solutions?SKILL POINT #5

ASK EACH TO SUGGEST SOLUTION

How does the team leader close the meeting?SKILL POINT #6

BRING BOTH TO AGREEMENT ON SPECIFIC STEPS TO RESOLVE CONFLICT AND SET UP REVIEW

Analyze Video ModelsAnalyze Video Models

• ASK EACH TEAM MEMBER TO STATE PROBLEM

• ASK EACH TEAM MEMBER TO STATE OTHER'S VIEW

• ASK EACH TO CONFIRM ACCURACY OF THE OTHER'S RESTATEMENT

• FOCUS ON OBJECTIVES FACTS, AREAS OF MUTUAL NEED OR MUTUAL GOALS

• ASK EACH TO SUGGEST SOLUTION

• BRING BOTH TO AGREEMENT ON SPECIFIC STEPS TO RESOLVE CONFLICT AND SET UP REVIEW

Conflict Handling Skill Points

First Skill Practice Session

Replicating the Video Model we just saw

4 roles:

1. Team Leader

2. Team Member

3. Team Member

4. Observer

4 Rounds so each person will have a chance to be in the Team Leader role

Job Specific Job Specific Dealing with Team Member ConflictDealing with Team Member Conflict

How do we start?ASK EACH TEAM MEMBER TO STATE PROBLEM

After stating the problem what comes next?ASK EACH TO STATE THE OTHER'S POINT OF VIEW

What next?ASK EACH TO CONFIRM ACCURACY OF THE OTHER'S RESTATEMENT

OK, we've stated, restated, etc., what next?FOCUS ON THE FACTS, AREAS OF MUTUAL NEED OR MUTUAL GOALS

How do we get a consensus?ASK EACH TO SUGGEST SOLUTIONS

How do we close?BRING BOTH TO AGREEMENT ON SPECIFIC STEPS TO RESOLVE CONFLICT AND

SET UP REVIEW

Job Specific Skill Practice Session

4 roles:

1. Team Leader

2. Team Member

3. Team Member

4. Observer

4 Rounds so each person will have a chance to be in the Team Leader role using their own job specific scenario

COOPERATIVENESS

ASSERTIVENESS

Compromising

Competing

Avoiding

Accommodating

Collaborating

Lo Hi

Hi The 5 Thomas –Killman Conflict Modes

Action Planning

Resources in your Workbook:

p. 50 – Master copy of Skill Application Plans for Dealing with Conflicts (sample on p. 49)

pp. 56 & 57 – Master Copy of Conflict Resolution Meeting Worksheet (sample on pp. 54 & 55)

pp. 65-67 – Master Copy of Conflict resolution Meeting Agenda and Record (sample on pp. 62-64)

pp. 69-70 – Troubleshooting Guide (common conflict situational examples)

Summary

• Conflict is natural & sometimes unavoidable

• 2 sources of conflict:– Personality clashes– How work is structured

• Conflict sometimes produces useful change

• It is a barrier to successful cooperation & communication

• Conflict is a source of job stress

• Conflict is a symptom of a problem needing to be solved

• Team Leaders must be fair & impartial in resolving conflicts between team members

• Successful conflict resolution should not come at the expense of any party to the conflict

• Successful resolution should come from & be agreed upon by all parties

• Resolution cannot just be imposed by the Team Leader

ClosureClosure

• Final Questions/Discussion?• Evaluation Process• Team Approach PLAS website

– www.teamapproach.com/plas.asp• Thanks for Participating

– Paula Banzhaf 717-656-0788– paula@teamapproach.com