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Conflict Management: A Proactive Approach for Leaders. Sue Theiss, MA University Ombuds Office Oregon State University. Agenda… . What’ an Ombuds? Understanding the ABC’s of Collaborative Conflict Resolution 10 Tips for Managers and Leaders Addressing Cases of Bullying

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conflict management a proactive approach for leaders

Conflict Management: A Proactive Approach for Leaders

Sue Theiss, MA

University Ombuds Office

Oregon State University

agenda
Agenda…
  • What’ an Ombuds?
  • Understanding the ABC’s of Collaborative Conflict Resolution
  • 10 Tips for Managers and Leaders
  • Addressing Cases of Bullying
  • Case Study Discussion and Debriefing
  • Q & A
conflict resolution strategies thomas kilmann
Conflict Resolution Strategies(Thomas & Kilmann)
  • Compete/Dominate
  • Accommodate
  • Avoid
  • Compromise
  • Collaborate
collaboration
Collaboration

Foster a culture of community, respect for diversity and open dialogue, and encourage cooperative resolution.

keys to effective resolution
Keys to Effective Resolution
  • Mindset: Conflict = Opportunity
  • Identify Interests vs. Positions
  • 3 Times Rule (pull weeds from the root)

“If we don’t change the direction we are going, we are likely to end up where we are heading” – Chinese saying

get the picture
Get the Picture

“The real voyage of discovery consists not in seeking new landscapes but in having new eyes” – M. Proust

Active Listening

  • Avoid using poor listening habits
  • Listen for the whole message
  • Ask questions
  • Practice reflective listening & reframing
goals wilmot hocker
Goals(Wilmot & Hocker)
  • Topic Content issue
  • Relational Interpersonal needs
  • Identity How do I look to others?
  • Process How things happen
know your abc s
Know your ABC’s
  • Achieve Rapport
  • Boil Down the Issues
  • Clarify Goals and Interests
  • Develop a Game Plan
sue s top 10 prevention tips
Sue’s “Top 10” Prevention Tips

#10

Make conflict management a part of your strategic planning.

sue s top 10 prevention tips1
Sue’s “Top 10” Prevention Tips

# 9

Assess and Manage Your Conflict Climate

  • How do you measure service?
  • Conflict Climate – relational conditions, practices, and expectations
  • Systemic issues? Keep a list.
sue s top 10 prevention tips3
Sue’s “Top 10” Prevention Tips

# 7

Understand various forms of aggression and learn when and how to intervene.

  • Disruptive behavior
  • Safety first
  • Bullying
sue s top 10 prevention tips4
Sue’s “Top 10” Prevention Tips

#6

Agree on assignment of credit up front.

sue s top 10 prevention tips5
Sue’s “Top 10” Prevention Tips

#5 Value Employees

How to Receive Feedback (L. Webb):

  • “Thank you”
  • Acknowledge what was said
  • Agree with what you can
  • Add to or change the topic

…and remember… 4 pats to a poke

sue s top 10 prevention tips6
Sue’s “Top 10” Prevention Tips

#4

Be wary of Attribution Errors (Sillars)

Consider

Is it possible?

Is the process fair?

What are all the reasonable options?

sue s top 10 prevention tips7
Sue’s “Top 10” Prevention Tips

#3

E-Mail/texting: To Use? or Not To Use?

sue s top 10 prevention tips8
Sue’s “Top 10” Prevention Tips

#2 Provide an effective channel for upward feedback.

sue s top 10 prevention tips9
Sue’s “Top 10” Prevention Tips

#1

Model the conflict management behaviors that you want to see in others.

the process of bullying
The Process of Bullying

What Matters?

  • The impact of bullying on the individuals and the organization
  • How we communicate the problem
  • How we work with managers who can make a difference
  • Using the right framework and tools for success
bullying as a process what is it
Bullying as a ProcessWhat is it?

“Bullying occurs when someone [or group] is systematically subjected to aggressive behaviors” which lead, either intentionally or unintentionally, to a stigmatization and victimization of the target (Einarson, 1999)

acts of aggression
Acts of Aggression

Direct

Verbal assaults, threats, retaliation, negatively altering job assignments, intimidating physical demeanor

Indirect

Inappropriately influencing others’ actions, denial of behavior and/or redirecting blame

types of bullying
Types of Bullying
  • Predatory
  • Dispute-related
  • Chronic
  • Opportunist
  • Accidental
  • Substance-Abusing
stages of bullying einarsen 1999
Stages of Bullying(Einarsen, 1999)
  • Aggressive Behavior
  • Bullying
  • Stigmatization
  • Severe Trauma
conditions that define bullying in academia
Conditions that Define Bullying in Academia
  • Repeated aggressive behaviors
  • Collateral impact
  • Abuse of power
  • Structure that inhibits resolution
  • Lengthy resolution process
what s different about universities
What’s Different About Universities?
  • High Argumentativeness vs.

Dysfunctional Verbal Aggression

  • Collegiality sometimes leads to avoidance
  • Organizational tolerance is communicated through policies and norms
  • Tenure & Graduate students…adversarial processes & power imbalances
collaborative strategies
Collaborative Strategies
  • Early intervention
  • Create a safe environment
  • Initial assessment of individuals & groups
  • Consider boundaries and circumstances
  • Provide education and coaching
  • Provide structure and follow-through
  • Move to more formal response when necessary
working with victims targets
Working with Victims/Targets
  • What not to say
  • What to say
  • Create a safe space
  • Review options
  • Create a road map
working with managers
Working with Managers
  • Create a safe space
  • Assess the climate
  • Explore resources and options
  • Create a road map
working with
Working with…
  • Bystanders
    • Provide a safe place to talk
    • Consider affect on the team
    • Educate
    • Empower
    • Your suggestions?
  • Perceived Bullies
    • Listen
    • Assess dynamics and respond appropriately
    • Provide education and resources
    • Step back when appropriate
the 18 th camel
The 18th Camel…

University Ombuds Office

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