Master Facilitator Journal | Issue #0261, June 27, 2006 ....
 

Dear friends,

One of our greatest challenges as facilitators, coaches, and consultants is helping people to work through conflict. Viewing conflict as a normal element of organizational life, healthy companies can develop capacities in their employees to effectively manage conflicts that naturally arise. This week's article, "Eight Steps for Conflict Resolution," was written by Harry
Webne-Behrman and addresses steps you can take to make dealing with conflict a positive learning experience. Harry will also be leading our newest five-day teleclass in July, Transforming Conflict in the Workplace. See details after the article and join us for this thorough treatment of conflict management and resolution strategies.

FacilitatorU.com News

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New 5-day Teleclass: Transforming Conflict in the Workplace. Remove the fear and uncertainty in working with conflict in groups and organizations in this 5-day teleclass series led by a 25-year expert in the fields of facilitation and mediation, Harry Webne-Behrman. See details after the article.

Have a great week!

Steve Davis
Publisher

 
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The Point


Eight Steps for Conflict Resolution
Clear steps you can take to manage and resolve conflict in your organization.

Group Management Skill

One of our greatest challenges as facilitators, coaches, and consultants is helping people to work through conflict. Viewing conflict as a normal element of organizational life, healthy companies can develop capacities in their employees to effectively manage conflicts that naturally arise. In fact, dealing with conflict can be a positive, important learning experience once strategies are in place to practice and support its healthy resolution.


Application



The following process is useful for effectively managing conflict in your workplace, in relationships, or in other situations where you have an interest in seeking a negotiated solution. These steps won't guarantee an agreement, but they greatly improve the likelihood that the problems can be understood, solutions explored, and consideration of the advantages of a negotiated agreement can occur within a relatively constructive environment. They provide useful strategies to consider that reduce the impacts of stress, fears and "surprise" factors involved in dealing with conflict.

1. " Know Thyself" and Take Care of Self
- Understand your "perceptual filters," biases, triggers
- Create a personally affirming environment (eat, sleep, exercise)

2. Clarify Personal Needs Threatened by the Dispute
- Substantive, Procedural, and Psychological Needs
- Look at the Best Alternative to a Negotiated Agreement (BATNA),
Worst Alternative to a Negotiated Agreement (WATNA), and the Most Likely Alternative to a Negotiated Agreement - (MLATNA)
- Identify "Desired Outcomes" from a Negotiated Process

3. Identify a Safe Place for Negotiation
- Appropriate Space for Discussion/ Private and Neutral
- Mutual Consent to Negotiate/ Appropriate Time
- Role of Support People (Facilitators, Mediators, Advocates), as needed
- Agreement to Ground rules

4. Take a Listening Stance into the Interaction
- "Seek first to understand, then to be understood" (Covey)
- Use Active Listening skills

5. Assert Your Needs Clearly and Specifically
- Use "I-messages" as tools for clarification
- Build from what you have heard - continue to listen well

6. Approach Problem-Solving with Flexibility
- Identify Issues Clearly and Concisely
- Generate Options (Brainstorm), While Deferring Judgment
- Be open to "tangents" and other problem definitions
- Clarify Criteria for Decision-Making

7. Manage Impasse with Calm, Patience, and Respect
- Clarify Feelings
- Focus on Underlying Needs, Interests, and Concerns
- Take a structured break, as needed

8. Build an Agreement that Works
- Review "Hallmarks" of a Good Agreement
- Implement and Evaluate - Live and Learn


About the Author: Harry Webne-Behrman has served as a facilitator and mediator for over 25 yearsis a Senior Partner of Collaborative Initiative, Inc., a private consulting and mediation firm based in Madison, Wisconsin. Harry has worked with hundreds of businesses, schools, community groups and public agencies, and he maintains tremendous enthusiasm about the importance of learning to work collaboratively to build positive work environments. Harry also works with the University of Wisconsin-Madison's Office of Human Resource Development, coordinating and teaching professional development programs for courses on conflict management, communication skills, facilitation skills, managerial mediation and other areas.

Action
 

Your assignment this week is to try out the eight step process described above in a conflict situation. I look forward to hearing how this works out for you. Just click reply and type them directly into this email.

Resource

Coward's Guide to Conflict: Empowering Solutions for Those Who Would Rather Run Than Fight, by Tim Ursiny

There's nothing Dr. Ursiny has left out of this easy to read and follow book. Since more than 80% of all people are non-confrontational this guide helps everyone understand others and prepares them for any difficult conversation. As a business coach I have used and recommended the book to all of my clients who struggle with getting their point across and being heard in a contentious/confrontational situation. The book is complete and is a guide deserving to be utilized by everyone. Great Job! --Barry Foster--

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Transforming Conflict in the Workplace...


Would you be a more effective facilitator or leader with a more solid base of conflict resolution skills under your belt? 

All organizations and relationships encounter conflict. It's what we do with it that makes all the difference in the world.

Remove the fear and uncertainty in working with conflict in groups and organizations in this 5-day teleclass series: Transforming Conflict in the Workplace, led by a 25-year expert in the fields of facilitation and mediation, Harry Webne-Behrman.

o Did you know that everyone has a unique style and response to conflict? Knowing your styles and response is critical to effective conflict resolution.

o Do you feel comfortable modeling effective conflict resolution skills as a facilitator? This is one of the best ways to prevent conflict from escalating.

o Did you know that 80% of effective conflict management consists of effective interpersonal communication? Knowing how to facilitate this kind of communication is key to mining the positive energy of conflict.

o Do you know what it takes to establish conflict resolution and staff facilitation programs within organizations? This knowledge is in growing demand for facilitators, coaches, and consultants.

In this class you will learn conflict resolution skills for facilitative leaders by exploring and evaluating your own styles and personal responses conflict, learning and practicing conflict resolution strategies in the context of group facilitation, and exploring how you can implement conflict resolution and staff facilitation programs within organizations.

By the end of the 5 days, you will:

  • Know your own conflict resolution style and response to conflict.
  • Be able to employ effective conflict resolution strategies with any group.
  • Understand how to deal with impasse in groups.
  • Be able to recognize others conflict styles and responses.
    Have more confidence in dealing with conflict in groups and organizations.
  • Know the keys to implementing conflict resolution and staff facilitation programs within organizations.
  • And much more..

When...
July 17th-21st, 2006, 10:00 AM Pacific, 1:00 PM Eastern (NY Time), one hour each day.


How the 5-Day Format/Training works...
1. Dial into your class every day for 5 days (Mon-Fri) for a 60-minute focused training segment using a conferencing bridge.
2. Work through a workbook during the 5 days which will step you through key conflict resolution skills and strategies.
3. You will have the opportunity to discuss issues on the subject matter with the instructor and your classmates via an online discussion forum during the course.
4. Access to the instructors via email for specific help.

Course Outline...
Here's what you'll be learning and doing during the 5-Day course...

Monday
Components of a Comprehensive Conflict Resolution Program
- The nine keys to designing and implementing an integrated conflict resolution program in your organization.
- Core strategies for facilitating effective responses to conflict so that all staff are invested in success.

Tuesday
Communication Skills and Strategies * The Heart of Conflict
Resolution

- The three primary communication styles and their conflict style counterparts.
- Four key communication skills you need to effectively manage conflict.
- How to model these skills at critical points of conflict within groups.

Wednesday
Strategies to Understand and Manage Defensive Behaviors
- Two key strategies to managing your own defensive responses to conflicts that arise.
- Four ways to encourage assertive communication among group members to prevent conflict from escalating.
- Three keys to working with disagreement that will prevent conflict from occurring.

Thursday
Collaborative Negotiation Strategies
- A six step model to assure the success of any negotiation.
- 10 Strategies for Managing Impasse.
- 8 Special Considerations for Managing Multi-Party Disputes.
- Five types of power essential to identify to facilitate conflict management.

Friday
Synthesis * Designing Staff Facilitation/ Mediation Systems to Transform Conflict in the Workplace
- Building the foundation of a staff facilitation program.
- Keys to the design and implementation a collaborative dispute settlement system.
- Key steps to starting your conflict mediation program or reviving a failed one.
- Individual Coaching and Q&A


Free bonuses included with your training...
In addition to the 5-Day training described above, you also receive:

1.
RealAudio version of the 5-Day training.

2. Participation on the class listserve to share questions and opportunities with your peers.

3. Access to Harry for virtual coaching on this subject throughout the week.

Pricing...
Our price for this class is only $89. Everything you read about above is included. And, we offer a 100%-satisfaction-guaranteed guarantee. Register before July 3rd for $79.

Dates...
July 17th-21st, 2006, 10:00 AM Pacific, 1:00 PM Eastern (NY Time), one hour each day.

Registration...

Immediately upon completion of your registration, you will receive an email with instructions to access the phone bridge, listserve, and teleclass workbook.

.

Click here to register


FacilitatorU.com Membership Option

Become a Premium Member of FacilitatorU.com and receive this teleclass and all live and self-guided teleclasses offered by FacilitatorU at half price, in addition to a host of other items and benefits. An exceptional value. Click here for details.

One-Day Live Version

Interested in a one-day "live" version of this class offered to your group? Contact us to discuss options.

About Harry Webne-Behrman

Harry Webne-Behrman has served as a facilitator and mediator for over 25 years. Along with his wife, Lisa Webne-Behrman, he is a Senior Partner of Collaborative Initiative, Inc., a private consulting and mediation firm based in Madison, Wisconsin. Harry has worked with hundreds of businesses, schools, community groups and public agencies, and he maintains tremendous enthusiasm about the importance of learning to work collaboratively to build positive work environments. Harry also works with the University of Wisconsin-Madison's Office of Human Resource Development, coordinating and teaching professional development programs for courses on conflict management, communication skills, facilitation skills, managerial mediation and other areas. He is the author of The Practice of Facilitation (1998), Guardian of the Process (1994), and co-author of the Working It Out Series in peer mediation and conflict resolution education in schools. Most recently, he and Lisa collaborated with Dick Geier to produce Eleanor At Eighty, a facilitator training resource for addressing complex eldercare issues in families.

About the satisfaction guarantee

If, for any reason, you are not satisfied with this training, simply email us with a request to refund/credit your credit card in the full amount and we will do so immediately. It's our policy to do this and we honor this in every single case.

 


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