This document provides 7 tips for managing conflict: 1. Know yourself and understand your own conflict management style. 2. Accept that humans are emotional beings and emotions are a natural part of conflict. 3. Move toward conflict rather than avoiding it. 4. Put learning first by asking questions rather than making accusations. 5. Value stories over trying to determine the absolute truth, as different perspectives exist. 6. Provide feedback on behaviors and their impacts rather than making judgments of others. Make requests instead of demands. 7. Focus on changing your own behaviors and perspectives rather than trying to change others.

1. Managing Conflict With Confidence: 7 Tips for Conflict Resolution 7 Tips for Conflict Resolution Jamie Notter http://twitter.com/jamienotter Texas Society of Association Executives #newideas10 September 21, 2010

2. Welcome! Managing conflict... Handouts Giveaway!

3. CONFLICT

4. Theory: CONFLICT IS GOOD Practice: AVOID CONFLICT LIKE THE PLAGUE

5. How do you feel about conflict? about conflict? HATE DISLIKE OKAY LOVE Avoid Avoid Resolution

6. Self-Perpetuating Cycle Conflict exists We avoid either the conflict or its resolution Conflict gets worse! We avoid more

12. Tip #2: Accept Emotions Accept Emotions

13. Tip #2:Accept Emotions

15. Tip #3: Move toward conflict Move toward conflict

17. Tip #4: Put learning first Put learning first converge diverge

19. Ladder of Inference I take ACTIONS based on my beliefs I adopt BELIEFS about the world I draw CONCLUSIONS I make ASSUMPTIONS based on the meanings I added I add MEANING (cultural and personal) I SELECT data from what I observe Observable DATA and experiences Source: Peter Senge, et al., The Fifth Discipline Fieldbook, p. 243

21. The Secret to Effective Feedback: Behavior Impact Judgment

25. Questions? Jamie Notter http://www.getmejamienotter.com http://twitter.com/jamienotter