Bank Talks

“According to a CPP study (2008), 85% of employees have to deal with conflict to some degree and 29% do so “always” or “frequently.”

Of that 85 %, 25% of employees said that avoiding conflict led to sickness or absence from work”

Conflict ...

• Is Common
• Brings Vibrancy
• Helps to Think Differently
• Can Lead to Negative Outcomes
• Can be Healthy
• Can Create Productive, Effective and Creative Teams

NOTE: Some sources of conflict aren't productive or healthy...like
- jealousy
- personality conficts
- office politics

Interest-Based Relational Approach

Using the Interest-Based Relational Approach

• First Priority: Protect the Relationship
• See the Person & the Problem Separately
• Listen First. Talk Second.
• Pay Attention to Other Person's Interest
• Explore Options Together
• Set out the "Facts"

5 Core Steps

1. Set the Scene

2. Gather Information

3. Agree the Problem

4. Brainstorm Possible Solutions

5. Negotiate a Solution (Win-Win)

Initiator or Receiver

Initiator

• Goal: Maintain Ownership
• Identify the Cause
• Describe the Issue
• Avoid Making Assumptions
• Clarify & Ask for Understanding
• Focus on One Issue at a Time
• Look for Common Ground
• Confirm Commitment & Take Action

Win-Win
as an Initiator

Stages to Your Win-Win

• Separate People from the Problem
• Focus on Interests, Not Positions
• Invent Options for Mutual Gain
• Use Objective Criteria
• Know Your BATNA (Best Alternative to a Negotiated Agreement)

Receiver

• Goal: Show Concern & Genuine Interest
• Empathetic Response
• Seek More Information
• Find Something You Can Agree With
• Ask for Suggestions
• Verify Understanding & Check Their's
• Confirm Commitment & Take Action

How NOT to Get Defensive

• Write it down
• Slow down & breathe
• Ask if it could be true
• Reframe what you hear
• Be mindful of body language

Let's Do This!

 Scenario 1: Sales Manager - Technology Supplier

 Scenario 2: Manager - Auditing Team

Consider & Apply It

• How do you handle conflict?
• Are you able to adapt your strategy to the situation you are facing?
• Are you more often a conflict initiator or receiver? Why do you think this is?
• What specific conflict management skills do you need to develop? How will you do that?