Fight Club
The animal that represents a person who avoids conflict.
Turtle
True or False:
Facts First, Feelings Second
False:
Feelings First, Facts Second
Separate the _______ from the problem
People
How many conflict resolution styles does the Thomas Kilman model propose
Five
One effect of conflict is high turnover
True
Name two ways an aggressive Shark may display his behaviour during a conflict
Inappropriately honest, direct, expressive, attacking, blaming, controlling, self-enhancing at the expense of others. The person lashes out at others with little regard for their feelings
True or False:
Only one conflict resolution style is appropriate
False. Dependent on the situation i.e. goals and relationships involved.
Give two examples of sources of objective data
1.Expert opinion from Subject Matter Experts
2.Official logs, and other records that produce relevant statistical data
3.Market value
4.Legal precedent
5.Polls, surveys and questionnaires
"It is my way or the highway" - Which conflict resolution style is this?
Competitive/Win-Lose/Shark
Winner Winner Chicken Dinner
You Win 200 points!
State three effects of mismanaged conflict in any Division
1.Workplace disruptions
2.Decreased productivity
3.Project Failure
4.Absenteeism
5.Turnover
6.Termination of employment
A passive-aggressive coworker will express conflict in what three ways
Emotionally dishonest, sarcastic, indirect,. The person feels hostile but does not openly show aggression and hostility
The company is considering sourcing a new hire for a higher position over you. However in your opinion, you are quite technically adept, just not as qualified. If you use the conflict resolution style of a fox, what suggestion would you make to your manager?
A training plan for 6 months to one year, with a clawback agreement.
A stretch assignment to try you in the position for 6 months
State all five (5) Conflict Resolution Styles proposed by the Thomas Kilman Model
Collaborative
Compromising
Accommodating
Avoiding
Competing
Which behavioural competency is most related to conflict resolution training
Building Collaborative Relationships and Teamwork
Your colleague is constantly leaving his desk to chat with coworkers. You are left to answer his tickets to ensure that their are prompt responses from the team. What are the correct steps to follow to communicate this with an I statement:
I feel....
When ....
Because....
Next time can you.....
To resolve conflict with an aggressive person, what 4 steps can you adopt to address his/her behaviour?
•Show empathy by allowing the person to vent their emotions (Respectfully and without interruption).
•Acknowledge their inconvenience and show understanding.
•Then, state the facts.
•If the person is inconsolable, you can respectfully postpone the interaction.
A coworker has been gossiping about his manager concerning his dislike about the a face to face training session being held one holiday, over a long weekend for the entire team. He says " this is not necessary and Beacon just don't care about people". What advice would you give him about managing this conflict with his manager?
1.Separating the People from the Problem
2.Focus on interests not positions
3.Generate a variety of options
4.Use objective criteria
State and describe two steps that you can adopt to separate the person from the problem
1.Empathy: see the perspective of the other party
2. Refraining from attacking and blaming the other party and seeing them as a partner to the resolution.
3.Performing introspection to determine source of negative emotions
4.Actively listening to other party
5.Performing symbolic gestures such as apologies Communicating with “I” statements such as “I feel” or “I think”
Womp Womp Womp
You lose 400 points
Is this an I or You statement:
"You are always playing music at work on your headphones so you never hear the telephone ring or when I ask you a question. This is a breach of company policy so if you continue I will report you to HR"
Develop an alternative response:
I feel frustrated...
When I don't receive a response....
Because I need support as a teammate
Next time can you please use your headphones during lunch hours?
State the steps of the grievance policy
1. Resolve yourself
2. Involve your Manager/Supervisor
3. Involve your VP
4. Involve HR
How would a technically sound SME turtle respond to a peer that is an aggressive shark and is not the subject matter expert but leaves him out of the loop in key decisions? State 3 ways this can affect the company
He would remain passive and not speak up
Breaches in policies -> Company fines
Customer complaints and loss of business
Lack of progress for the company, reduction in productivity and possibilities for gain
Describe all 5 conflict resolution styles under the TKM
Shark - Win/Lose
Owl - Collaborate
Turtle - Hide/retreat
Fox - Share the pie
Teddy Bear - Give in
Describe one way that conflict can be positive in an organisation
This is because “when members feel safe enough to disagree with one another”, this can “spur innovation, diversity of thought and better decision making” as well as “higher levels of trust”.