Sponsored by: A Service Of: Managing Team Conflict Effectively Claudette Rowley January 30, 2013
May 15, 2015
Sponsored by: A Service
Of:
Managing Team Conflict Effectively
Claudette Rowley
January 30, 2013
Sponsored by: A Service
Of:
Advising nonprofits in:
• Strategy
• Planning
• Organizational Development
www.synthesispartnership.com
(617) 969-1881
INTEGRATED PLANNING
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Today’s Speaker
Claudette Rowley Coach, Consultant, Author
Metavoice Coaching & Consulting
Assisting with chat questions: Jamie Maloney, Nonprofit Webinars
Hosting:
Sam Frank, Synthesis Partnership
P R E S E N T E D B Y C L A U D E T T E R O W L E Y J A N U A R Y 3 0 , 2 0 1 3
Managing Team Conflict Effectively
Today’s Take Aways
1. Learn the behaviors that cultivate team trust.
2. Learn to build your team through productive conflict management.
3. Learn how to keep your team members engaged and committed.
Definition of Conflict
In it’s broadest sense, conflict is defined as a disagreement in which parties involved perceive that their needs, interests or concerns are compromised.
Trust + Engagement = Productive Conflict
Managing team conflict is most effective in a trusting environment with engaged, committed employees.
Definition of Conflict on a Team
According to Patrick Lencioni (Five Dysfunctions of a Team), conflict on a team is:
“productive, ideological conflict: passionate, unfiltered debate around issues of importance to the team.”
Character + Competence = Trust
The Speed of Trust
In his book The Speed of Trust, Stephen Covey Jr. talks about how trust affects speed and cost in organizations.
When trust goes down, speed will go down and cost will go up.
When trust goes up, speed goes up and cost will go down.
Stephen Covey Jr’s 13 Trust building Behaviors
1. Talk straight
2. Demonstrate respect
3. Create transparency
4. Right wrongs
5. Show loyalty
6. Deliver results
7. Get better
8. Confront reality
9. Clarify expectations
10. Practice accountability
11. Listen first
12. Keep commitments
13. Extend trust
Reflective Questions
1. Which of the 13 behaviors do you do best?
2. Which would you like to improve upon?
3. How can you promote these behaviors on your team?
4. Which three behaviors are a priority for your team?
Productive Conflict Management
Create opportunities for self-awareness and establish conflict management guidelines.
Train the team on conflict resolution principles.
Promote Self-Awareness
Schedule a conversation with the team that includes these questions:
o What’s your perception of conflict?
o How do you typically handle conflict?
o What are work/family/cultural influences that impact how I handle conflict?
Create Communication/Conflict Guidelines
Guidelines could include:
• response times and when to use email vs. phone
• how to address misunderstandings or miscommunications
• if two or more people are in conflict who will address it and how?
• time frames for addressing a conflict
• guiding principles for communication (i.e., respect, good listening, check out assumptions, etc.)
Train on Conflict Resolution Principles
Listen more than you talk Acknowledge the other person’s perspective
(acknowledging is not agreeing) Let people tell their story (share their thoughts and
feelings) Use reflective listening (listen for their needs/interests,
what’s important to them. “What I’m hearing you say is that receiving a sincere apology is really important to you.”)
Train on Conflict Resolution Principles
Then move into resolution: Brainstorm options and solutions – as many as possible
After a resolution or solution is reached, determine who will implement by when
Schedule a follow up meeting or conversation
The Role of Emotion in Conflict
When we interpret a conflict as an emotional injury or violation of our dignity, we can feel emotionally “triggered”.
The limbic part of the brain gets activated – we feel like we want to flee, fight or freeze.
We can use emotional triggers to our benefit.
We have the opportunity to increase self-awareness and return to creativity and problem-solving.
If the Team Is Stuck
1. Refrain from blaming, defensiveness and criticism.
2. Name your experience.
3. Reframe the conversation toward interests or options.
4. Take a break and reconvene at an agreed upon time.
5. Get a neutral third party if needed.
Keep Team Members Engaged
Team members are more likely to resolve conflicts and have more productive conflict if they are engaged and committed to their work.
Productivity Quadrants
High productivity/low positivity: very effective, high burnout
High positivity/low productivity: everyone gets along, feels good, and don’t get much done
Low productivity/low positivity: misery loves company, unified by bad boss, not much gets done
High productivity/high positivity: team is functioning well, trust is built, conflicts are handled, communication is effective and team gets a lot accomplished/results oriented
*From Team Diagnostic Assessment
Common Disengagement Patterns
Over-management
Under-management
Delegation isn’t working
Communication breaks down at crucial points
Team Engagement Steps
1. Schedule regular communication:
Hold monthly planning meetings
Structure consistent weekly check-ins
2. Priorities based on talents and skills:
Define roles and responsibilities
Identify top 3 priorities and put in writing
Discuss professional development opportunities
Team Engagement Steps
3. Manage expectations:
Know and discuss expectations
Delegate tasks with clearly defined expectations and outcomes
Conduct follow up conversations after task completion
Team Engagement Steps
4. Resolve conflicts:
Address conflicts in timely manner
Focus on the facts
Act and speak neutrally
Check out assumptions first
Ask employee or tem for their perspective
Ask for suggestions on best ways to resolve
Team Engagement Steps
5. Express appreciation:
Ask what makes employee feels appreciated or recognized
Offer positive feedback when you can
Identify talents, strengths and gifts and capitalize on them
People have differing styles and needs for appreciation and recognition
Easy Ways to Put Steps into Action
Assess team member level of engagement
Ask “what makes you feel appreciated or recognized?”
When addressing a conflict, “seek to understand”
Define roles and responsibilities
Assess communication – how is it working?
What’s one small shift you could make to improve engagement?
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