Conflict in Team Environments – Part 1

Conflict in Team Environments – Part 1 Professional Year Program - Unit 6: Communicating in work teams to achieve professional goals

Purpose Conflict often occurs when people work together. The purpose of this session is to reflect on how you approach and deal with conflictin a team environment.

Objectives The learning objectives we are setting out to achieve in this session are: • Recognisehow your own attitudes and actions affect others. • Find new and effective techniques for dealing with difficult people. • Learn some techniques for managing and dealing with strong emotions. • Develop coping strategies for dealing with difficult people and difficult situations.

Overview • Conflict as communication • Benefits of Confrontation • Preventing Problems • Displaying empathy • Rephrasing • Avoiding misconceptions • Getting to the Heart of the Problem • Managing Anger • Dealing with Problems • The Three-Step Conflict Resolution Model • De-Stress Options to Use When Things Get Ugly

Pre-work Before we get started in this session please think of a scenario where you have encountered conflict with a difficult person. Having such a scenario is mind will be helpful in considering how to apply what we are going to learn. Take two minutes now and jot down a few notes of the scenario. Keep it private at this stage.

Conflict as Communication • Conflict is a very normal part of healthyrelationships. • What is important, then, is to learn how to manage disagreements so that they do not harm relationships. • We need to have conversations about accountability. • Find something that you like about that person, and you will be able to frame the conversation positively.

Conflict as Communication • Conflict arises from the differences between people. • Both parties’ needs play an important role in the success of the relationship. • Each side deserves respect and consideration. • When you acknowledge the legitimacy of conflict and are willing to examine issues in a cooperative environment, you can open the door to creative problem solving, more cohesive teams, and improved relationships.

Conflict as Communication • A conflict is more than just a disagreement. A conflict comes with a threat, real or not. • Conflicts become more serious when they are ignored. • Perception colors our reactions and triggers emotions. • Conflicts trigger our emotional hot buttons. • Conflict brings growth.

Conflict as Communication Avoidance • Discussion • What is avoidance? • Is it a good way to deal with conflict? • When would avoidance be the right strategy?

Conflict as Communication Individual Activity – Self-Assessment • Please complete the worksheet ‘Self-Assessment Worksheet – Conflict & Communication’. • Answer the questions how you would respond, not how you would like to respond.

Conflict as Communication Self-Assessment Activity – Scoring • 7-10: This session is perfect for you. Don’t let your attention wander! • 4-6: You’re in the right place for help, and you’re going to learn some things. • 1-3: You’re managing well and likely successful in dealing with difficult people. • 0: You ought to be teaching this session!

Benefits of Confrontation Confrontation There will be times when you will need to decide if you want to confront someone. Should I proceed with a difficult conversation?

Benefits of Confrontation In order to decide whether you need to deal with a difficult person or not, ask yourself the following questions: • Is this person important to me? • Is this relationship important to me? • Has this happened before? • Does this bother me or other people? • Can I invest my time? If you answer “no” to any of the five questions, the best solution may be that you remove yourself from the situation.

Benefits of Confrontation Reciprocal Relationships • Interpersonal relationships have a reciprocal nature. • When we invite colleagues to meetings or remember their birthdays, they tend to do the same for us. When we invite a colleague to a function, they tend to invite us in return. • The way that our relationships unfold reflects this reciprocal nature

Benefits of Confrontation Reciprocal Relationships • Considering this same principle, if we continually try to engage people in negative ways, we can predict the results. • Think of yourself in terms of some of your work relationships. • Do people come to you on their own? • Do you make them feel welcome to speak with you?

Preventing Problems We can do a lot to prevent problems occurring in the first place. Some ways you can do this are: • Displaying empathy • Rephrasing • Avoiding misconceptions

Preventing Problems Displaying Empathy • Empathy is “the ability to understand and share the feelings of another” • It does not mean you agree with them

Preventing Problems Displaying Empathy • To show empathy involves two parts • Firstly must seek to understand what the other person is saying and feeling • Secondly to need to confirm your understanding with them (rephrasing)

Preventing Problems Displaying Empathy • Key phases include: • "I hear…” • "I understand…" • "I think you're saying…"

Preventing Problems Displaying Empathy • To show empathy involves two parts • Firstly must seek to understand what the other person is saying and feeling • Secondly to need to confirm your understanding with them (rephrasing is one way of doing this)

Preventing Problems Rephrasing before answering gives you: • A chance to empathisewith the concerns • An opportunity to show the person that you understand the concern • A moment to think of an appropriate response

Preventing Problems Misconceptions • A misconception is “a view or opinion that is incorrect because based on faulty thinking or understanding” • Avoiding or minimising misconceptions is being aware of and checking your assumptions when communicating with others

Preventing Problems Misconceptions • Some common misconception in communication are: • People always pay attention when you are speaking to them. • When people say they are paying attention, they really are. • When someone says "I know" s/he really does. • Saying something over and over will ensure that your listener understands. • Saying something over and over, slowly or loudly, will be even more effective.

Preventing Problems • Group Discussion What are other ways to prevent potential problems that may result in conflict?

Conflict in Team Environments (Continued in Part Two)

Conflict in Team Environments – Part 1