5/18/2018 Conflict Resolution and Clerks May 18, 2018 John Stephens, - PDF document

5/18/2018 Conflict Resolution and Clerks May 18, 2018 John Stephens, School of Government Learning Objectives • Participants identify the options, strategies and best practices for handling sources of conflict affecting clerks’ duties a) Relations with board members b) Relations with manager • Practice using conflict management concepts to assess and respond to situations • Identify steps which may prevent or minimize workplace conflicts Safety and Sa and Partici rticipatio ion: n: Yo Your Si Situa tuation ions Sa Safety and and Partici rticipatio ion: n: Con Confidentia tialit ity 1

5/18/2018 Sa Safety and and Partici rticipatio ion: n: Gr Group Learni ning ng Sa Safety and and Partici rticipatio ion: n: Hone Honesty Quiz Focus – Just one piece Pr Principl ples fo for Han Handlin ling Di Difficult icult Situ Situatio ions • Identify your goals and strategies before acting • Give yourself time to think • Whenever possible, get help • Focus on interests; acknowledge the other person’s interests • Whenever possible, give choices. Be creative: even “poor choices” are better than none at all 2

5/18/2018 Who, What, Where Survey of Clerks and Conflict • Table discussion • Survey results from 2015 THE CIRCLE OF CONFLICT Drawn from Conflict Resolution for Managers and Leaders. The CDR Associates Training Package. John Wiley and Sons, 2007, used with permission Relationship Data Problems Problems Values Differences Interests Substantive Structural Problems THE TRIANGLE OF SATISFACTION Drawn from Conflict Resolution for Managers and Leaders. The CDR Associates Training Package. John Wiley and Sons, 2007, used with permission Interests Substantive 3

5/18/2018 Getting at the Interests Behind Positions Getting at the Interests Behind Positions Situation 1: Fighting over Two Lemons Two daughters, Cindy and Etta, come into the living room to see their mother. They are bickering, fighting over two lemons. Each daughter wants to have both lemons. What should the mother do? Getting at the Interests Behind Positions Situation 1: Fighting over Two Lemons Two daughters, Cindy and Etta, come into the living room to see their mother. They are bickering, fighting over two lemons. Each daughter wants to have both lemons. What should the mother do? Answer: Compromise! Give one lemon to each daughter and tell them to stop fighting! But: The mother can do better by asking what their interests are, not their positions. 4

5/18/2018 Getting at the Interests Behind Positions POSITION INTERESTS SOLUTION Getting at the Interests Behind Positions POSITION INTERESTS SOLUTION Cindy: I NEED both lemons! Getting at the Interests Behind Positions POSITION INTERESTS SOLUTION Cindy: I NEED both lemons! Etta: I NEED both lemons! 5

5/18/2018 Getting at the Interests Behind Positions POSITION INTERESTS SOLUTION Cindy: needs Cindy: I NEED juice to make both lemons! lemonade Etta: I NEED both lemons! Getting at the Interests Behind Positions POSITION INTERESTS SOLUTION Cindy: needs Cindy: I NEED juice to make both lemons! lemonade Etta: needs Etta: I NEED rinds to bake a both lemons! cake Getting at the Interests Behind Positions POSITION INTERESTS SOLUTION Etta gets both Cindy: needs Cindy: I NEED lemons first and juice to make both lemons! scrapes the rind lemonade off… Etta: needs Etta: I NEED rinds to bake a both lemons! cake 6

5/18/2018 Getting at the Interests Behind Positions POSITION INTERESTS SOLUTION Etta gets both Cindy: needs Cindy: I NEED lemons first and juice to make scrapes the rind both lemons! lemonade off… Then Cindy gets Etta: needs Etta: I NEED the pulp and rinds to bake a both lemons! squeezes out the cake juice. Getting at the Interests Behind Positions Situation 2: Window open, or window closed? In the age before air conditioning, two friends, Jim and Juanita, are in a library, sitting at the same table. Jim is hot, so he opens the nearest window, on Juanita’s side of the table. The breeze from the window scatters Juanita’s papers, so she closes the window. Window closed or window open, what should be done? One shared interest: to be at the same table. Getting at the Interests Behind Positions POSITION INTERESTS SOLUTION 7

5/18/2018 Getting at the Interests Behind Positions POSITION INTERESTS SOLUTION Jim: I want the window open Getting at the Interests Behind Positions POSITION INTERESTS SOLUTION Jim: I want the window open Juanita: I want the window closed Getting at the Interests Behind Positions POSITION INTERESTS SOLUTION Jim: Jim: I want the To be cooler a) window open To remain at b) the table Juanita: I want the window closed 8

5/18/2018 Getting at the Interests Behind Positions POSITION INTERESTS SOLUTION Jim: Jim: I want the To be cooler a) window open To remain at b) the table Juanita: To not have a) Juanita: I want papers the window scattered closed To remain at b) the table Getting at the Interests Behind Positions POSITION INTERESTS SOLUTION Jim opens a Jim: window in an Jim: I want the To be cooler a) adjoining room. window open To remain at b) There is a cool the table breeze for him… Juanita: To not have a) Juanita: I want papers the window scattered closed To remain at b) the table Getting at the Interests Behind Positions POSITION INTERESTS SOLUTION Jim opens a Jim: window in an Jim: I want the To be cooler a) adjoining room. window open To remain at b) There is a cool the table breeze for him… Juanita: To not have a) Juanita: I want but the breeze papers the window does not disturb scattered Juanita’s papers. closed To remain at b) the table 9

5/18/2018 Steps to Prevent or Minimize Workplace Conflicts  Practice Example –  Your Situations “Nasty Blogger” (will keep confidential in this room) 10