PennDot%20Leadership%20Academy%20for%20Supervisors

1

PennDot Leadership Academy for Supervisors
DEALING WITH CONFLICT
Paula Banzhaf The TEAM Approach 717-656-0788 Paula
_at_teamapproach.com
2
Quick Review

• Essential Skills of Leadership
• Essential Skills of Communication
• Coaching Principles
• Pre-work for this session

3
There are two main areas of team member
conflicts
1. Personality clash (based on differences in
attitudes, beliefs, opinions, etc.)
2. The way the work is structured (overlapping
responsibilities, use of the same equipment,
competition for scarce resources and so on)
4
Observe Behavioral Models on Video

• Video 1 Negative Model
• Video 2 Positive Model
• Video 3 Positive Model with Skill Points
  Reinforced

5
Analyze Video Models
What is the first thing the team leader does?
SKILL POINT 1 ASK EACH TEAM MEMBER TO STATE
PROBLEM
How does the team leader try to get the two team
members to understand each other's point of view?
SKILL POINT 2 ASK EACH TEAM MEMBER TO STATE
OTHER'S VIEW
How does the team leader make certain each
statement of the other's view is accurate?
SKILL POINT 3 ASK EACH TO CONFIRM ACCURACY OF
THE OTHER'S RESTATEMENT
How does the team leader deal with the
differences in their views of the problem?
SKILL POINT 4 FOCUS ON OBJECTIVES FACTS, AREAS
OF MUTUAL NEED OR MUTUAL GOALS
How does the team leader use these facts to bring
the team members closer to a solutions?
SKILL POINT 5 ASK EACH TO SUGGEST SOLUTION
How does the team leader close the meeting?
SKILL POINT 6 BRING BOTH TO AGREEMENT ON
SPECIFIC STEPS TO RESOLVE CONFLICT AND SET UP
REVIEW
6
Conflict Handling Skill Points

• ASK EACH TEAM MEMBER TO STATE PROBLEM
• ASK EACH TEAM MEMBER TO STATE OTHER'S VIEW
• ASK EACH TO CONFIRM ACCURACY OF THE OTHER'S
  RESTATEMENT
• FOCUS ON OBJECTIVES FACTS, AREAS OF MUTUAL NEED
  OR MUTUAL GOALS
• ASK EACH TO SUGGEST SOLUTION
• BRING BOTH TO AGREEMENT ON SPECIFIC STEPS TO
  RESOLVE CONFLICT AND SET UP REVIEW

7
First Skill Practice Session

• Replicating the Video Model we just saw
• 4 roles
• Team Leader
• Team Member
• Team Member
• Observer
• 4 Rounds so each person will have a chance to be
  in the Team Leader role

8
Job Specific Dealing with Team Member Conflict
How do we start? ASK EACH TEAM MEMBER TO STATE
PROBLEM After stating the problem what comes
next? ASK EACH TO STATE THE OTHER'S POINT OF
VIEW What next? ASK EACH TO CONFIRM ACCURACY OF
THE OTHER'S RESTATEMENT OK, we've stated,
restated, etc., what next? FOCUS ON THE FACTS,
AREAS OF MUTUAL NEED OR MUTUAL GOALS How do we
get a consensus? ASK EACH TO SUGGEST
SOLUTIONS How do we close? BRING BOTH TO
AGREEMENT ON SPECIFIC STEPS TO RESOLVE CONFLICT
AND SET UP REVIEW
9
Job Specific Skill Practice Session

• 4 roles
• Team Leader
• Team Member
• Team Member
• Observer
• 4 Rounds so each person will have a chance to be
  in the Team Leader role using their own job
  specific scenario

10
The 5 Thomas Killman Conflict Modes
Hi

ASSERTIVENESS
Compromising
Competing
Collaborating
Avoiding
Accommodating
Hi
COOPERATIVENESS
Lo
11
Action Planning
Resources in your Workbook p. 50 Master copy
of Skill Application Plans for Dealing with
Conflicts (sample on p. 49) pp. 56 57 Master
Copy of Conflict Resolution Meeting Worksheet
(sample on pp. 54 55) pp. 65-67 Master Copy
of Conflict resolution Meeting Agenda and Record
(sample on pp. 62-64) pp. 69-70 Troubleshooting
Guide (common conflict situational examples)
12
Summary

• Conflict is natural sometimes unavoidable
• 2 sources of conflict
• Personality clashes
• How work is structured
• Conflict sometimes produces useful change
• It is a barrier to successful cooperation
  communication
• Conflict is a source of job stress

• Conflict is a symptom of a problem needing to be
  solved
• Team Leaders must be fair impartial in
  resolving conflicts between team members
• Successful conflict resolution should not come at
  the expense of any party to the conflict
• Successful resolution should come from be
  agreed upon by all parties
• Resolution cannot just be imposed by the Team
  Leader

13
Closure

• Final Questions/Discussion?
• Evaluation Process
• Team Approach PLAS website
• www.teamapproach.com/plas.asp
• Thanks for Participating
• Paula Banzhaf 717-656-0788
• paula_at_teamapproach.com