turning conflict into opportunity

8/8/2019 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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We can

turnthem

into

combat

zones


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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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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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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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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

turning conflict into opportunity

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