Conflict is not necessarily a bad thing—it’s how we deal with the conflict that can become a problem. Often, when good projects fail, it’s because the team dynamics weren’t functioning well, or the team didn’t do adequate (or appropriate) change management. Unfortunately, there is no magic wand we can wave to fix these problems. It takes commitment, perseverance, and a sense of humor. Join us for a lively discussion on the do’s and don’ts of resolving conflict, as well as some things you can do to prevent conflict from arising in the first place.

1. Conflict Resolution
BY KIT BROWN-HOEKSTRA, STC FELLOW AND VICE PRESIDENT
13 APRIL 2014

2. Tuesday,
July 01, 2014
(c) 2014 Comgenesis, LLC
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Introductions
Pangaea Papers blog

3. About You
 When you think of conflict, how do you feel?
 What are the biggest sources of conflict for you?
 Are you a turtle or a thunder cloud?
 What is one thing you want to get out of today?
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4. Agenda
 What is conflict?
 Know Thyself
 Seek to Understand
 Do’s and Don’ts
 Resolution
 Q&A
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5. What is Conflict?
 Friction, disagreement, clash, collision, resistance, fight, war, bickering
But also
 Difference, variance, perception, divergence, perspective
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6. Conflict Resolution
“Conflict resolution is the process of trying to
find a solution to a conflict. Ideally conflict
resolution is collaborative problem-solving, a
cooperative talking-together process that
leads to choosing a plan of action that both
of you can feel good about.”
-- Susan Heitler, PhD
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7. Know Thyself
 Personality Type
 Strengths and weaknesses
 Conflict Style
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Know Thyself: Personality Type
http://backwardstimemachine.wordpress.com/2012/12/03/personality-types-clarifying-breaking-it-down-and-making-sense-of-it-all/mbti-chart/#main

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Know Thyself: Strengths & Weaknesses

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Know Thyself: Conflict Style
Source: Adapted from M. Afzalur Rahim, “A Measure of Styles of Handling Interpersonal Conflict,” Academy of Management
Journal 26, no. 2 (1983): 368–76. http://2012books.lardbucket.org/books/a-primer-on-communication-studies/s06-interpersonal-communication-pr.html

11. Seek to Understand
 Intentions
 Motivational Value System
 Team Dynamics
 Problem-Solving
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Seek to Understand: Intentions
http://fearless-selling.ca/wp-content/uploads/2013/06/Good-Intentions.jpg

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Seek to Understand: Motivational Values

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Seek to Understand: Team Dynamics

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Seek to Understand: Problem-Solving
Image: Stuart Miles / FreeDigitalPhotos.net

16. Do’s and Don’ts
Do
 Build trust
 Listen objectively
 Look for areas where you agree
 Recognize cultural differences
 Look for ways you can both win
 Solve the right problem
 Seek the highest and best outcome
Don’t
 Take it personally
 Become an extremist
 Be ugly, mean, or disrespectful
 Demonize the opposition
 Escalate
 Be silently resentful
 Be judgmental
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Questions?

18. Resources
 What Makes Conflict? How Are Conflicts Resolved?
http://www.psychologytoday.com/blog/resolution-not-conflict/201211/what-makes-conflict-how-are-conflicts-resolved
 The 5 Dysfunctions of a Team
Patrick Lencioni, ISBN-13: 9780787960759
 Have a Nice Conflict
by Tim Scudder, et al. ISBN-13: 978-1118202760
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Contact Information
Kit Brown-Hoekstra
Comgenesis, LLC
Phone: +1 720.542.3075
Email: kit.brown@comgenesis.com
Twitter: @kitcomgenesis
www.pangaeapapers.com
www.comgenesis.com