Download - Turning Conflict Into Opportunity
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Part A
CommunicationCommunication
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Lost in the
crowd
Whathappened to
the
MESSAGE?
Workshop
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Getting
Your
Message
Across
Communicating
Understanding
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Challenge of
Common Meaning
30%
commonality
achievable
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Meaning is
Contractual
Signs, symbolsin language arbitrary
Walter Lipmann: Each of us carries our world
in our heads.
No universal meaning
Thomas Aquinas: We do not
name things as they are in
themselves but as they are in our
minds.
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Definition
The mutual exchange of
information and understandingbetween the speaker and the
audience by any effective
means
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Wilbur Schramm's simple diagram of overlapping circles
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INTENDED
CONTENT
INTENDED
CONTENT
COMMUNICATORCOMMUNICATOR MESSAGEMESSAGE CHANNELCHANNEL LISTENERLISTENER
NOISENOISE
PERCEIVED
CONTENT
PERCEIVED
CONTENT
INTENDED
EFFECT
INTENDED
EFFECT
ACTUAL
EFFECT
ACTUAL
EFFECT
FEEDBACKFEEDBACK
THE COMUNICATION PROCESS
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PROCESS OFPROCESS OF
COMMU
NICAT
IONIN
TAK
ECO
MMUNIC
ATION
IN
TAK
E
Build awareness
Develop understanding
Commit to act
Taking Right position
and action
Access information
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Keys to effectiveKeys to effective
communication ofVisioncommunication ofVision1) Recognise that communication is important
2) Carry out a comprehensive Assessment of theenvironment
3) Know your audience
4) Determine your real goals for communication5) Break the preoccupation barrier
6) Refer to the known move from known to unknown.Give the matter credibility.Support your assertions
7) Reinforce the message by multiple means visual,auditory, activities, understand your tools
8) Recognise the place of non verbals
9) Minimise noise
10) Evaluate and monitor and keep improving
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Other essential things
Other essential things
A positive valuation of people
A clear cut vision
Well articulated goals
Your commitment
Your Consistency and credibilityRemember you are the most important
conveyor of the message
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Part B:
Turning
conflict into
opportunity
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Quotes Any time two of my managers
agree completely, I can get rid
of one." - WilliamWrigley, Jr. "I propose that we postpone
discussion and gain time tocreate disagreement.
- Alfred P. Sloan,
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When you think of conflict
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Objectives Understand what conflict is
Understand our reactions Determine what opportunities if
any can be derived
Develop the skills for turning
them into opportunities
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Conflict is?
a state of discord caused by
the actual or perceivedopposition ofneeds, values
and interests betweenpeople.
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Conflict depths vary affected by:
The relative importance of the
issues to the people
How passionately the people feelabout what they think they know
regarding the truths and realities
of the situation
The level of perceived discomfort
the conflict is causing
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The viewpoints about theconflict itself
The preferred conflictresolution strategies of the
people,
The investment the people have
in a particular outcome.
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Note that conflicts could be disagreement, or
clash,
fight, which may consist ofharsh words,and use of force,
armed conflict, or (in societies),war
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The cost of conflict is composed
of the following: Direct Cost: Fees of lawyers and other
professionals
Productivity Cost: lost time, diminished
capacity and the opportunity cost of what those
involved would otherwise be producing
Continuity Cost
Emotional Cost
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Stimulus
THINK
What does this mean to me?
STORYFacts TruthReality Logic
NO
Fear PrejudicePast Desire
YES
EMOTION
SILENCE VIOLENCE
Effective
Communication
Masking
Avoiding
Withdraw
Threats
Name Calling
Globals
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Conflicts are inevitable because We do not all see the same thing
We are primarily in touch with
our perceptions
There are underlying issues as
well as surface issues
Our capacities for
communication vary Our responses are also varied
Each of us is in
some ways like
everybody else; insome ways like
somebody else; and
in Some ways like
nobody else.Henry A. Murray
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How do we react to conflict
Wecan be
bullies
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We
can be
totally
onesided
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How do we react to conflict
We can
turnthem
into
combat
zones
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How do we react to conflict
We canresolve
them
It is only with this approach that we can
turn conflicts into opportunity
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What opportunities
can come out of conflicts
Change in the way people interact
Improvement in problem solving skills.
innovations (better solutions)
Greater buy in
Reality check
Personal life development
Greater effectiveness
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What opportunities
can come out of conflicts
Relationships, organizations, and society would
become stagnant if there were no disagreement
or conflict.
Conflict promotes interest and curiosity about an
issue.
avoid dismissal of valuable alternatives or
courses of action
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To turn conflict into opportunity
1. You must recognise conflict
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To turn conflict into opportunity
2. You must recognise the centrality of you
Thomas
Aquinas: We donot name things
as they are in
themselves but
as they are inour minds.Walter Lipmann: Each
of us carries our world in
our heads.
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To turn conflict into opportunity
Because
Resolving conflicts will
often be lopsided
Often have difficulties in
reverse proportion to
payback Requires thoroughness
3.You must be determined to do so
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To turn conflict into opportunity
4. You must be recognise key imputs and
their distortions
1. the factsTruth / Intentions / Blame
2. Emotions
3. Concern about impact
Personal / professional
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The Truth distortion
We live in the same world
Rules / beliefs / attitudes / values / experiences
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I know why you did that
I assume from
your actionsthat I clearly
understand
your intentions
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5. You must recognise the
methods used to resolve conflicts Accommodating
Avoiding Compromising
Competing
Collaborating
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6. To turn conflict into opportunity
Focus on outcomes
Four key questions
What do I want to have happen? What do I not want to have happen?
What do I want for the relationship?
Is what I am doing right now going
to get me that outcome?
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When youturn your
conflict into
opportunity
we all
benefit
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FinallyThe future belongs
to the adaptive
- Ralph Galbreath