an appreciative approach to reframing conflict
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Resolving. An Appreciative Approach to Reframing Conflict. Reframe “conflict” as an opportunity for creating an ideal working relationship: What are the components of an ideal working relationship?. Introduction: Conflict. Foundational Paradigms. - PowerPoint PPT PresentationTRANSCRIPT
An Appreciative
Approach to
Reframing ConflictResolving
Reframe “conflict” as an opportunity for creating an ideal working relationship:
What are the components of an ideal working
relationship?
Introduction:
Conflict
Foundational Paradigms Often, conflict is a result of miscommunication
(misunderstanding)
View “conflict” as an opportunity for personal and/or professional development
Improve work relationships and productivity To resolve conflict, need to communicate in
an effective manner
How Do You Knowit is
Conflict?People involved are:
Interdependent, Blaming each other, Emotionally upset, (angry, crying, etc.)
Affecting work relationships and productivity
Type A Type B Type C
Avoid personal contact Get others to take sides Sweaty palms
Write memos instead of talking Shout Nervous gestures
Withhold needed information Pre-empting (getting there first) Closed body posture
Not return messages Threaten Tense facial expression
Delay giving required support Undermine opponent’s reputation Cry
Passive Aggressive Unintentional
How Individuals Address Conflict
CAUTION: Don’t always follow your initial instinct. Your first reaction may be wrong. The “fight or flight” response is a physiological response to danger. It focuses on what’s wrong in a situation - it is likely to hurt work relationships - and create more situations perceived as danger.
Positive Things that Come Out of Conflict?
Increased motivation and energy available to apply to required tasks.
Increased innovativeness of individuals and the system -because of greater diversity of viewpoints and a heightened sense of necessity.
Development of an increased understanding of individuals’ own position - because the conflict forces them to articulate their views and to bring forth supporting agreements.
Each party may achieve greater awareness of their own identity.
Participants learn methods to manage their own internal conflicts.
Appreciative Approachto
Reframing Conflict using the
Appreciative Inquiry Process
4 Dimensions
Discovery
Dream
Design
DestinyLife-Giving
Process
of Appreciative Inquiry
Appreciative Inquiryvs.
Problem Solving Problem Solving Identifies –
problem Conducts –
analysis of cause Brainstorms –
solutions Develops –
action plans
Appreciative Inquiry Appreciates –
what gives life? Imagines –
what might be? Determines –
what should be? Creates –
what will be?
1st Dimension:
Discovery“The Best of What Is”
Affirmative Topic:Effective Communication
Effective Communication1. Deal with the Emotions first
2. Feelings as Data
3. Listen First to Understand - until you are able to experience the other side
4. Gather the facts5. Hear each person’s side of the story6. Decide if you need additional help from
Employee Relations
1st Dimension: Discovery
Examine the PositiveFactors in the Relationship: What is working in the relationship? What are the benefits of the
relationship? Tell me about a time when you
successfully worked together? What do we agree on? What are our individual/team
strengths?
1st Dimension: Discovery
2nd Dimension:
Dream
“What it might be?”
“Envision It!”
Envision the IdealCommunication Relationship
What does it feel like? What does it sound like? What does it look/sound
like to others?
What do you really want?
2nd Dimension: Dream
Rapid Generation of Ideas without clarification or evaluation
Quantity - not Quality Be as Creative as possible
2nd Dimension: Dream
ExaminePossible Positive Factors
in theCommunication Relationship:
3rd Dimension:
DesignWhat should be the “Ideal”
ofEffective Communication?
3 Types of Outcomes
Win-Lose Lose-Lose
Win-Win
3rd Dimension: Design
Look for Win-Win Resolution
Fundamental Paradigms: Effective, long-term relationships
require mutual benefit Reconciliation & collaboration is
not weak – it’s smart ! Win-Lose or Lose-Lose outcomes
are counterproductive in the long run
3rd Dimension: Design
Stay Focused on the “Ideal” Conflict tends to divert our attention from
our real interests by creating another interest – surviving, or winning
Basic, instinctive interest (surviving/winning) may cloud our interests & make it harder to resolve conflict
Step away from the conflict, & anybody involved in the conflict, to gain perspective
Think about what you would want if you could have a wish – that’s your true interest
3rd Dimension: Design
Conciliatory Gestures Verbal statements – or parts of statements –
made during conflict resolution that expose the speaker’s vulnerability to exploitation by the other (s)
3rd Dimension: Design
Kinds of Conciliatory Gestures: Apologizing Owning responsibility Conceding Self-disclosing Expressing positive feelings/thoughts for the other Initiating a Win-Win approach to the situation
Accentuate the Positive,Ignore the Negative
SmartManaging
How? Acknowledge the conciliatory gesture by showing your appreciation of it, and reciprocate.
Conciliatory gestures are often mixed with some sort of hostile comments. It’s best to disregard the aggressive words & tone and focus instead on the conciliatory.
3rd Dimension: Design
Partner on Design Collaboration One-sided solutions not imposed – no power plays No walk-aways Need buy-in
3rd Dimension: Design
Good Deal:To effect real change
Good Deal An agreement describing how the parties will interact in the future
Balanced Behaviorally specific Written
3rd Dimension: Design
4th Dimension:
DestinyWhat should we do
to sustain the change?
Sustaining Change Nurture the new relationship Reward improved
performance Develop & renew resources
on a regular basis Be proactive
4th Dimension: Destiny
Appreciative Inquiry “4-D” Cycle Revisited
Discovery - The best of what is Deal with Emotions and Feelings Listen First to Understand Gather the Facts Need help?
Dream - What might be? Envision it! Design - What should be the ideal?
Win-Win Stay Focused Conciliatory Gestures Partner on a Good Deal
Destiny – Sustain the Change Prevent More Challenges Don’t Back Out