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Managing Conflict &
Change in the WorkplaceGarry Mc Daniel, Ed. D.
Associate Dean
Overview
• The nature of conflict• Cost of unproductive conflict• Leadership, Conflict & Change• Conflict to Cooperation model• Practice
What are some typical conflicts
or challengesyou face on the job?
![Page 2: Managing Conflict in the Workplace - Ohio State Auditor › trainings › lgoc › 2011 › Conflict Leadership_McDaniel.pdfCCGA Conflict Management Model Concerns (Motives, needs)](https://reader034.vdocuments.us/reader034/viewer/2022042406/5f20b9cf50ae6b05303d2caa/html5/thumbnails/2.jpg)
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What is Conflict?
Group 1 ‐What is ‘good’ conflict?
‐ What is the value?
Group 2 ‐What is ‘bad’ conflict?
‐ What is the cost?
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Conflict Management Style Assessment
1. Complete the assessment2. No right/wrong answers3. Score on page 3
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Collaborator(Win‐Win)Score: _____
Compromiser(Mini‐lose/Mini‐win)
Score: _____
Controller(Win‐Lose)Score: _____
Accomodator(Lose‐Win)Score: _____
Avoider(Postpone/Withdraw)
Score: _____
ConcernFor
Relationships
ConcernFor Personal
Goals
Conflict Management Styles
![Page 3: Managing Conflict in the Workplace - Ohio State Auditor › trainings › lgoc › 2011 › Conflict Leadership_McDaniel.pdfCCGA Conflict Management Model Concerns (Motives, needs)](https://reader034.vdocuments.us/reader034/viewer/2022042406/5f20b9cf50ae6b05303d2caa/html5/thumbnails/3.jpg)
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Leadership & Conflict
• A role of a leader is both to:
• Create conflict via change
• Facilitate others through the conflict
CCGA Conflict Management Model
Concerns(Motives, needs)
Actions(Who, what,
when..)
Goals(Win-win solution)
CommunicationSkills
• I think the conflict/problem is _____.• What do you think is the conflict/problem?• Why is it a problem for the group/org?
• What are your concerns ?• Let me share my concerns..• What are the organization’s
concerns?
• What are your goals? • Let me explain my goals.• What is best for everyone?
• What actions can we taketo resolve this conflict?
Conflict(Surface problem)
![Page 4: Managing Conflict in the Workplace - Ohio State Auditor › trainings › lgoc › 2011 › Conflict Leadership_McDaniel.pdfCCGA Conflict Management Model Concerns (Motives, needs)](https://reader034.vdocuments.us/reader034/viewer/2022042406/5f20b9cf50ae6b05303d2caa/html5/thumbnails/4.jpg)
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Concerns(Motives, needs)
Actions(Who, what,
when..)
Goals(Win-win solution)
CommunicationSkills
Conflict(Surface problem)
• There is purpose to the flow• Encourages ‘visible’ dialog• Includes all stakeholders• Cyclical, flexible• Group or individual orientation
What you should know…
Case StudyFamily Night Out?
Rebecca has been working late every night this week. It’s Friday and she is looking forward to relaxing at home. In fact, Rebecca picked up a video on the way home that will be perfect to sit back and unwind.
As she enters the door, her husband, Thomas, greets her with the following news. “Honey, guess what? I made reservations for us to go out to dinner tonight and I bought tickets to that concert you want to see! Oh, and don’t worry, the sitter will be here in 20 minutes. You just need to shower and change quickly or we will miss our dinner reservations.”
Insights, observations?
![Page 5: Managing Conflict in the Workplace - Ohio State Auditor › trainings › lgoc › 2011 › Conflict Leadership_McDaniel.pdfCCGA Conflict Management Model Concerns (Motives, needs)](https://reader034.vdocuments.us/reader034/viewer/2022042406/5f20b9cf50ae6b05303d2caa/html5/thumbnails/5.jpg)
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Summary
•The nature of conflict• Cost of unproductive conflict• Conflict to Cooperation model• Communication skills• Resolving conflict on the job• Leadership & Conflict
“I’ve got it too, Omar…, a strange feeling like we’ve just been going in circles.”
![Page 6: Managing Conflict in the Workplace - Ohio State Auditor › trainings › lgoc › 2011 › Conflict Leadership_McDaniel.pdfCCGA Conflict Management Model Concerns (Motives, needs)](https://reader034.vdocuments.us/reader034/viewer/2022042406/5f20b9cf50ae6b05303d2caa/html5/thumbnails/6.jpg)
Managing Conflict
in the Workplace
Dr. Garry Mc DanielAssociate Dean
Center for Professional Training & Development947-6126 [email protected]
![Page 7: Managing Conflict in the Workplace - Ohio State Auditor › trainings › lgoc › 2011 › Conflict Leadership_McDaniel.pdfCCGA Conflict Management Model Concerns (Motives, needs)](https://reader034.vdocuments.us/reader034/viewer/2022042406/5f20b9cf50ae6b05303d2caa/html5/thumbnails/7.jpg)
Overview
For more information on how you can create a problem-solving culture and train employees to build productive relationships with others call Dr. Garry McDaniel, 614-947-6173 or email [email protected]
• The nature of conflict• Cost of unproductive conflict• Conflict to Cooperation model• Resolving conflict on the job
![Page 8: Managing Conflict in the Workplace - Ohio State Auditor › trainings › lgoc › 2011 › Conflict Leadership_McDaniel.pdfCCGA Conflict Management Model Concerns (Motives, needs)](https://reader034.vdocuments.us/reader034/viewer/2022042406/5f20b9cf50ae6b05303d2caa/html5/thumbnails/8.jpg)
List some of the typical conflicts or challengesyou face on the job…
![Page 9: Managing Conflict in the Workplace - Ohio State Auditor › trainings › lgoc › 2011 › Conflict Leadership_McDaniel.pdfCCGA Conflict Management Model Concerns (Motives, needs)](https://reader034.vdocuments.us/reader034/viewer/2022042406/5f20b9cf50ae6b05303d2caa/html5/thumbnails/9.jpg)
What is Conflict?Group 1 - What is ‘productive’ conflict?
- What is the value?
Group 2 - What is ‘negative’ conflict?- What is the cost?
![Page 10: Managing Conflict in the Workplace - Ohio State Auditor › trainings › lgoc › 2011 › Conflict Leadership_McDaniel.pdfCCGA Conflict Management Model Concerns (Motives, needs)](https://reader034.vdocuments.us/reader034/viewer/2022042406/5f20b9cf50ae6b05303d2caa/html5/thumbnails/10.jpg)
CCGA Conflict Management Model
Concerns(Motives, needs)
Actions(Who, what,
when..)
Goals(Win-win solution)
CommunicationSkills
• I think the conflict/problem is _____.• What do you think is the conflict/problem?• Why is it a problem for the group/org?
• What are your concerns ?• Let me share my concerns..• What are the organization’s
concerns?
• What are your goals? • Let me explain my goals.• What is best for everyone?
• What actions can we taketo resolve this conflict?
Conflict(Surface problem)
![Page 11: Managing Conflict in the Workplace - Ohio State Auditor › trainings › lgoc › 2011 › Conflict Leadership_McDaniel.pdfCCGA Conflict Management Model Concerns (Motives, needs)](https://reader034.vdocuments.us/reader034/viewer/2022042406/5f20b9cf50ae6b05303d2caa/html5/thumbnails/11.jpg)
Case StudySpecial Date?
Rebecca has been working late every night this week. It’s Friday and she is looking forward to relaxing at home. In fact, she picked up a video on the way home that will be perfect to sit back and unwind.
As she enters the door, her husband, Thomas, greets her with the following news. “Honey, guess what? I made reservations for us to go out to dinner tonight and I bought tickets to that concert you want to see! Oh, and don’t worry, the sitter will be here in 20 minutes. You just need to shower and change quickly or we will miss our dinner reservations.”
![Page 12: Managing Conflict in the Workplace - Ohio State Auditor › trainings › lgoc › 2011 › Conflict Leadership_McDaniel.pdfCCGA Conflict Management Model Concerns (Motives, needs)](https://reader034.vdocuments.us/reader034/viewer/2022042406/5f20b9cf50ae6b05303d2caa/html5/thumbnails/12.jpg)
Concerns(Motives, needs)
Actions(Who, what,
when..)
Goals(Win-win solution)
CommunicationSkills
Conflict(Surface problem)
Special Date?
![Page 13: Managing Conflict in the Workplace - Ohio State Auditor › trainings › lgoc › 2011 › Conflict Leadership_McDaniel.pdfCCGA Conflict Management Model Concerns (Motives, needs)](https://reader034.vdocuments.us/reader034/viewer/2022042406/5f20b9cf50ae6b05303d2caa/html5/thumbnails/13.jpg)
Concerns(Motives, needs)
Actions(Who, what,
when..)
Goals(Win-win solution)
CommunicationSkills
Conflict(Surface problem)
• There is purpose to the flow• Encourages ‘visible’ dialog• Includes all stakeholders• Cyclical, flexible• Group or individual orientation
What you should know…
![Page 14: Managing Conflict in the Workplace - Ohio State Auditor › trainings › lgoc › 2011 › Conflict Leadership_McDaniel.pdfCCGA Conflict Management Model Concerns (Motives, needs)](https://reader034.vdocuments.us/reader034/viewer/2022042406/5f20b9cf50ae6b05303d2caa/html5/thumbnails/14.jpg)
On-the-Job Practice
• Think of a conflict, problem or opportunity at work
• Identify the top 2-3 key stakeholders
• Map out the conflict, problem or opportunity
• Share with a partner • Note their insights, suggestions
(Practice communication skills)
![Page 15: Managing Conflict in the Workplace - Ohio State Auditor › trainings › lgoc › 2011 › Conflict Leadership_McDaniel.pdfCCGA Conflict Management Model Concerns (Motives, needs)](https://reader034.vdocuments.us/reader034/viewer/2022042406/5f20b9cf50ae6b05303d2caa/html5/thumbnails/15.jpg)
Identify one major point of learning you intend to apply back on the job.
![Page 16: Managing Conflict in the Workplace - Ohio State Auditor › trainings › lgoc › 2011 › Conflict Leadership_McDaniel.pdfCCGA Conflict Management Model Concerns (Motives, needs)](https://reader034.vdocuments.us/reader034/viewer/2022042406/5f20b9cf50ae6b05303d2caa/html5/thumbnails/16.jpg)
Summary
•The nature of conflict• Cost of unproductive conflict• Conflict to Cooperation model• Resolving conflict on the job