Gerald Leuschner B.

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ESTIMATING THE COST OF A SPECIFIC WORKPLACE
CONFLICT
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A SKELETON VIEW OF THE 4-STEP METHOD

• The right time, place, and setting will help your
  talk be successful.
• 1. Location
• 2. Physical Comforts
• 3. Duration
• 4. Confidentiality
• 5. Interruptions
• 6. Who else is present?

• The Opening
• Express appreciation
• Express optimism
• Reminders (The Cardinal Rules)
• State the Issue
• The Invitation (launches the dialogue)
• The Dialogue
• Task 1 Stay engaged in the Essential
• Process
• Task 2 Support Conciliatory Gestures
• Skills for Dialogue
• The Breakthrough

• Communication is necessary for managing all human
  differences.
• Selling
• Few Commitments
• Cardinal Rules

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I. FIND A TIME TO TALK

• Selling
• Questions like
• " Is there any way that your interests are harmed
  by our conflict?"
• " If our differences could be handled better
  (even if you feel this is not possible), how
  would you feel?"
• " How would things be different for you if we
  were able to resolve this?"
• To close the sale you may say
• " I want to meet with you to talk this out, at a
  time and place convenient for you. Will you do
  that, please?
• Few Commitments
• Tell you about her side of the situation.
• During this Dialogue, refrain from using
  intimidation, threat, or coercion to force a
  win-lose conclusion.
• Stay physically present and alert for an
  agreed-upon period of time.

CARDINAL RULES
Figure 3
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II. PLAN THE CONTEXT

• 3. Duration
• You have no used the 4 Step Method previously
  with this particular Other
• That your Other is not familiar with the Method
• He/she is reluctant to participate
• The conflict is clearly a clash, not a Blip (see
  figure 4A)

Blips, Clashes, and Crises- the three levels of
conflict (Figure 4A)

• CRISES Conflicts that threaten
• the continuation of a relationship
• (Level 3 conflicts)
• CLASHES Conflicts that, if disregarded, impair
  the capacity of relationships to satisfy the
  needs of its partners (Level 2 conflicts)
• BLIPS Conflicts of minor importance that are
  resolved or disappear spontaneously (Level 1
  conflicts)

CRISES
Appropriate use of the 4-Step Method
Severity of conflict
CLASHES
BLIPS
Frequency of occurrence
Figure 4
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III. TALK IT OUT

• The Opening
• Express appreciation
• " I appreciate your willingness to meet with me
  to talk this out. "
• Express optimism
• " Im hopeful that we can find a solution that is
  beneficial to both of us. "
• Reminders (The Cardinal Rules)
• 1-gt " Its very important that our discussion is
  not interrupted, and that we dont give up or
  walk out, even if we get frustrated. Are you
  certain you can
• be here until 400 if we need to be?
• 2-gt "Also, lets agree for this meeting to
  refrain from using Power-plays to defeat the
  other. Instead, lets look for solutions that
  both might accept. OK?"
• State the Issue
• " My understanding of the issue is that we have
  different views about what my role is in the
  Atlantic Project. "
• The Invitation (launches the Dialogue)
• " Please tell me how you see the situation
• The Dialogue
• Task 1 Stay engaged in the Essential Process
• Task 2 Support Conciliatory Gestures
• Skills for Dialogue
• Listening

Figure 5