Blueprint for Approaching Conflict

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Blueprint for Approaching Conflict

• Third-party Roles
• Tools

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Catching Conflict Before it Escalates
Ury, W., (2000) The Third Side. New York
Penguin
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The Motto of the Third Sider

• Contain if necessary, resolve if possible, best
  of all prevent.

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The Roles for Third Siders
Why Conflict Escalates Ways to Transform
Conflict
PREVENT
Frustrated Needs The
Provider Poor Skills The Teacher Weak
Relationships The Bridge-Builder
RESOLVE
Conflicting Interests The
Mediator Disputed Rights The
Arbiter Unequal Power The
Equalizer Injured Relationships
The Healer
CONTAIN
No Attention The Witness No
Limitation The Referee No Protection
The Peacekeeper
Ury, W., (2000) The Third Side. New York
Penguin
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Ombuds Program Services

• Listening
• Coaching
• Shuttle Diplomacy
• Mediation
• Team Interventions

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Assess-Diagnose-Intervene Model

• Assessing Acquiring data
• Use Awareness Wheel
• Behavioral Descriptions vs. Judgments
  Inferences
• Personal awareness of situation
• Diagnosing Make sense of it
• Assessment
• Intervening Do something
• What am I going to do? Or NOT
• Ron Short

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Tools for Diagnosis Available through Ombuds
Office

• Organization Culture Assessment Instrument (OCAI)
• Expectations/Experiences Assessment Instrument
  (Want/Get)
• Myers-Briggs Type Indicator (MBTI)
• Thomas-Kilmann Conflict Mode Inventory(TKI)
• Fundamental Interpersonal Relations
  OrientationBehavioral (FIRO-B)
• Situational Perceptions-Observations Test (SPOT)

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Organization Culture Assessment Instrument
(OCAI)

• Theorist Robert Quinn
• Use Serves as a way to diagnose and initiate
  change in the organizational culture
• Framework Competing Values

Flexibility/ Discretion
Clan
Advocacy
External Focus
Internal Focus
Hierarchy
Market
Control/ Stability
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Expectations/Experiences Assessment Instrument

• Use Provides a picture of expectations and
  experience within an organization or customer
  set.
• Framework Wants vs. Delivery on Wants

Want
Expectations Unsatisfied
Expectations Satisfied
Dont Get
Get
Experiences not Expected
No expectationNo Dissatisfaction
Dont Want
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Myers-Briggs Type Indicator (MBTI)

• Theorist Isabel Myers, Katherine Briggs, based
  Carl Jungs theory
• Use Understand basic individual preferences in
  data collection, decision making, energy and
  orientation to the world. Useful in understanding
  and bridging differences and creating functional
  teams
• Framework Four dichotomy preferences

E-I N-S T-F J-P
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Thomas-Kilmann Conflict Mode Inventory (TKI)

• Theorist Kenneth Thomas and Ralph Kilmann
• Use Identify which of five conflict-handling
  modes an individual uses and with what frequency
  Provides awareness of choices to consciously
  steer conflict in constructive directions.
• Framework Assertiveness vs. Cooperativeness

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Fundamental Interpersonal Relations
OrientationBehavioral

• Theorist William Schutz
• Use Explain how personal needs affect
  interpersonal relationships Provide expanded
  understanding of your behavior and the behavior
  of others.
• Framework Expectation and expression of
  inclusion, control and affection

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Situational Perceptions-Observations Test (SPOT)

• Theorist Paul Mok
• Use Provides a look at a persons type and the
  strength of ones normal ethical values and what
  changes occur under stress
• Framework

Stress Conditions
Value Set
Favorable Conditions
Individualistic (I)
Sub-score
Sub-score
Rational (R)
Sub-score
Sub-score
Social (S)
Sub-score
Sub-score
Competitive (C)
Sub-score
Sub-score
Total
Total
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Tools for Intervention

• Interest-Based Negotiation Workshop
• Values-Based Decision-Making Workshop
• Customized Facilitated Trainings to maximize
  learning from and responding to the diagnostic
  information