Conflict Resolution in an Conflict Resolution in an Educational SettingEducational Setting

Kelly Laurent, MS, CKelly Laurent, MS, C--TAGMETAGMETiffany N. Chow, MSTiffany N. Chow, MS

Children’s Mercy Hospital, Kansas CityChildren’s Mercy Hospital, Kansas City

© The Children's Mercy Hospital, 2016

DisclosuresDisclosuresDisclosuresDisclosuresWe have no financial disclosures or conflicts of interestWe have no financial disclosures or conflicts of interest

2

ObjectivesObjectivesjj• Participants will become aware of their daily

interactions with others

• Participants will be introduced to the two types of conflicts

P ti i t ill i k l d b t fli t• Participants will gain knowledge about conflict resolution through a review of Thomas-Kilmann’sconflict modes

3

conflict modes

What is Conflict?What is Conflict?

4

Consider the Following Questions…Consider the Following Questions…

• In your positions regardless of your role, how many of you have experienced conflict?

• When you hear the word conflict what automatically• When you hear the word conflict, what automatically comes to mind?

5

Destructive ConflictDestructive Conflict• Passive Aggressivegg

• People focus on themselves

• Don’t care about the relationship

6

Causes of Workplace Causes of Workplace ConflictConflictppPersonality Clashes

49%

34%

26%29%Stress

Workload 34%33%Workload

Dishonesty

Poor Leadership

7This slide was retrieved from http://www.conflicttango.com

When Conflict is Not Resolved…When Conflict is Not Resolved…

• Interfere with communication and work morale

• Create strong negative emotion and stress

• Lead to aggression or violence• Lead to aggression or violence

8

Cost to OrganizationCost to Organizationgg

9

Constructive ConflictConstructive Conflict• People work together

• Everyone’s perspective is valued

R l ti hi i t t• Relationships are important

• Flexibility

10

ThomasThomas--KilmannKilmann Conflict ModesConflict Modes

11

Group ActivityGroup Activity

12

Thomas-Kilmann Conflict Modes

• Avoiding

• Competing

Accommodating• Accommodating

• Collaborating

• Compromising

13

Conflict CompetenceConflict Competencepp

L f Childh d• Lessons from Childhood• The Core of Character• The New Normal• Good News• Good News

14

The Value of ConflictThe Value of Conflict• Team developmentp

• Turning Negatives into Positives

• The Key to Managing Conflict

15

Conflict Take Away…Conflict Take Away…yy

• Acknowledge what conflict is and what it can beAcknowledge what conflict is and what it can be.

• Type of Conflict Modes

• Conflict Competence and Management

16

“Conflict is inevitable, but combat is optional.”

M L d- Max Lucado

17

Questions?Questions?Kelly Laurent, MS, C-TAGMEkklaurent@cmh.edu

Tiffany N. Chow, MStchow@cmh.edu

18

ReferencesReferencesCloke, R. & Goldsmith, J. (2011). Resolving Conflicts at Work. San Francisco, CA: Jossey-Bass.

Hagemann, B & Stroope, S. (2012). Conflict Management, Lessons From The Second Grade

(n.d.). Retrieved March 21, 2016, from http://www.conflicttango.com/

(n.d.). Retrieved March 22, 2016, from www.ucd.ie/t4cms/Conflict%20Styles%20Questionnaire%20and%20Explanation.doc

Polsky, L., &Gerschel, A. (2011). Perfect Phrases for Conflict Resolution. New York: McGraw-Hill.

Runde, C. E. (2013). Conflict Competence in the Workplace. Employment Relations Today (Wiley), 40(4), 25-31. doi:10.1002/ert.21430

Sesame Street: Robin Williams: Conflict. (n.d.). Retrieved March 21, 2016, from https://www.youtube.com/watch?v=Gl3e-OUnavQ

Trippe, B., & Baumoel, D. (2015). Beyond the Thomas–Kilmann model: Into extreme conflict. Negotiation Journal, 31(2), 89-103. doi:10.1111/nejo.12084

19