CHAPTER 1

Understanding Conflict

Don't fight forces, use them.

—R. Buckminster Fuller

How Do You See It?

OBJECTIVES

• To understand our perception of conflict

• To consider a different perspective on conflict

• To learn techniques to better handle conflict

• To build trust

Group Size

Any

Materials

One copy of the Conflict—How Do You See It? handout (provided) for eachparticipant, pens

Time

30 to 40 minutes

Procedure

Conflict can provide the spark that often leads to better solutions, creativity,and collaboration. This activity helps team members to: (1) become morecomfortable with conflict, (2) consider the positive aspects of conflict, and(3) understand the possible benefits to themselves and the team.

Have participants pair up. Provide each person with a copy of the handout. Allow10 to 15 minutes for partners to interview each other. Follow with a groupdiscussion of the interviews and then go over the discussion questions.

Tips

Follow this activity with the game Positive Spin.

Variations

Have team members switch partners every three questions to increase the level oftrust within the team.

Discussion Questions

1. Were your partner's perspectives different from your perspective?

2. What were some things you learned by considering another'sperspective?

3. Does discussing conflict like this make it "less scary"? In whatways?

4. Is conflict good or bad?

5. What are some ways in which conflict is detrimental to the team?

6. What are some ways in which conflict enriches the team?

HANDOUT

Conflict—How Do You See It?

1. How do you define conflict?

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2. What is your typical response to conflict?

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3. What is your greatest strength when dealing with conflict?

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4. If you could change one thing about the way you handle conflict, whatwould it be? Why?

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5. What is the most important outcome of conflict?

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6. In what ways have you seen your team benefit from conflict?

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7. How can conflict be detrimental to a team?

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8. What do you do when someone avoids conflict with you?

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9. What are some reasons you choose to avoid conflict?

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10. What can you do to promote a healthy attitude toward conflict withinyour team?

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Positive Spin

OBJECTIVES

• To change our perspective on conflict in the workplace

• To consider the positive aspects of conflict

Group Size

Any

Materials

Flip-chart paper, markers, pens, one copy of the Team Debriefing DiscussionQuestions handout (provided) for each team

Time

20 to 40 minutes

Procedure

Split large groups into smaller teams of four to seven (having at least threeteams is desirable). Have each team send a member up to collect their supplies,which consist of a sheet of flip-chart paper, some assorted markers, pens, andthe handout.

Tell the teams that they are to write their definition of conflict.Their challenge is to define conflict without using negative terms. Onceteam members agree on a definition, have them write it on their flip-chart paperalong with an illustration. Before the group presentations and discussion, haveeach team answer the debriefing questions on the handout.

After all teams are finished, have the teams present their ideas to the group.Hang up the flip-chart pages on the wall of the room for the duration of thetraining day.

Tips

Whenever possible, refer to the teams' definitions during the debriefingdiscussions.

Discussion Questions

1. How does the definition of conflict affect the way we think aboutconflict?

2. What are some negative consequences of conflict?

3. What are some positive outcomes of conflict?

4. List four potential positive outcomes of conflict in an organization.

HANDOUT

Team Debriefing Discussion Questions

1. How does the definition of conflict affect the way we think aboutconflict?

________________________________________

________________________________________

2. What are some negative consequences of conflict?

________________________________________

________________________________________

3. What are some positive outcomes of conflict?

________________________________________

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4. List four potential positive outcomes of conflict in an organization.

• ________________________________________

• ________________________________________

Step by Step

OBJECTIVES

• To discover the steps to effective conflict resolution

• To create a conflict-resolution process that can be used in anyconflict

• To create buy-in to the conflict-resolution process

Group Size

Any

Materials

Copy paper, markers, painter's tape

Time

15 to 20 minutes

Procedure

Split your group into smaller teams of four to seven participants. Station theteams in different areas throughout the room. Ask each team to write the wordConflict on one sheet of paper and the word Resolution onanother. Instruct them to tape the sheets of paper about six feet apart on anearby wall. Invite the teams to brainstorm the specific steps necessary to getfrom...