Conflict in Culturally Diverse Workplaces
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The ultimate measure of a man is not where he stands
in moments of comfort and convenience, but where
he stands at times of challenge and controversy.
Martin Luther King, Jr.
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noun
\ˈkän-ˌflikt\
: a struggle for power, property, etc.
: strong disagreement between people, groups, etc., that results in
often angry argument
: a difference that prevents agreement : disagreement between
ideas, feelings, etc.
Merriam Webster
Answer two questions…..
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Conflict is like a….
SYMPHONY
DESERTED ISLAND
MASK
BOXING MATCH
SUNRISE
BRIDGE
PUZZLE
DANCE
DREAM
CACTUS PLANT
STORM
STORM
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Ambiguous roles and responsibilities
Assumptions and expectations
Core values not being met
Differing personal lenses and filters through which co-workers
interpret the world
Emotions hijacking conversations
Group dynamics such as gossip and cliques
Miscommunication or vague language
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Our Culture forms our view of the world…..
Demographics
We’re becoming an increasingly diverse society
This diversity means that many different cultures operate
in our communities.
The people that we work with represent an amazing
array of diversity and cultural richness
Decker, Decker & Brown, 2007
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Ethnic Group, Race or Color
National Origin
Gender
Age
Religion
Mental/Physical Ability
Sexual Orientation and Gender
Identity
Family/Marital Status
……..within each community
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Incorrect assumptions about the other
Language and communication style issues
Biases against the unfamiliar
Personal values in conflict
Expectations that others will conform to established norms
Adapted from Selma Myers
Conflict and Culture
Organizational Culture………….
The integrated pattern of human behavior that
includes thoughts, communication styles, actions,
customs, beliefs, values and institutions to ensure
that the needs of our employees are met within the
context of their culturally informed world view.
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Competing
Collaborating
Compromising
Avoiding
Accommodating
Assertiveness
Cooperativeness
Five Conflict-Handling Modes
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Wordless communication, or body language, includes facial
expressions, body movement and gestures, eye contact, posture, the
tone of your voice, and even your muscle tension and breathing. The
way you look, listen, move, and react to another person tells them
more about how you’re feeling than words alone ever can.
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Effective communication helps us better
understand a person or situation and
enables us to resolve differences, build trust
and respect, and create environments where
creative ideas, problem solving and
effectiveness can flourish
.
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Relationships
Emotions
Issues
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I want…..
I feel
I would appreciate it if
I think
I need
I understood you to say
It was my understanding that…
I guess I misheard. Please….
Perhaps I wasn’t clear…I’d like….
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STEP ONE:
Agree
on the Specific Conflict – Go Directly to the Source
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Use active listening skills
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Each side presents point of view
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Listen with empathy
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Use “I” statements, not you statements
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Each side states which behaviors must be changed to resolve the
conflict
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Each side shares positive statements about the other
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Both sides mutually agree on the specific conflict
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STEP TWO:
Brainstorm possible solutions – Bring the Parties Together
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What would it take to resolve the conflict?
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What would each side have to do differently?
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Be open to new ideas, including ones never considered
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STEP THREE: Come to a Resolution - Select the best
solution
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Win/Win
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Win/Lose
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Lose/Win
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Lose/Lose
Fair Fighting Ground Rules
Remain calm
Express feelings in words not actions
Be specific about the issues
Deal with only one issue at a time
No hitting below the belt
Avoid Accusations
Fair Fighting Ground Rules
Try not to generalize
Avoid make believe
Don’t stockpile
Avoid clamming up
Establish additional common ground rules
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Have relaxed conversations and interactions
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Cooperate on tasks and projects
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Change their word choices (for example, “them” becomes “us”)
•
Reduce their gossip
•
Improve their tone of voice and relax their body language
•
Keep their agreements
•
Display a willingness to address new problems
Keeping The Peace
Keep an eye on the situation
Pick your battles
Understand the WIIFM factor
Correct the Problems from your level
Create team building opportunities
Take corrective action when necessary
Conflict ; Chaos; Danger =
Opportunity
In the End…………………
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!
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Barbara I. Cheives
Converge & Associates Consulting
1977 Brandywine Rd. Suite 203
West Palm Beach, FL 33409
barbara@convergeandassociates.com
(office) 561-689-2428
(cellular) 561-351-6864
Conflict is a subject many of us are not comfortable with….in fact, most of us will go out of our way to avoid conflict. Let me ask you, is conflict good or bad?
(some folks will say “bad”…at least one may say “it can be good depending on how things turn out”) The truth is that conflict is neither good nor bad…it’s a matter of fact. It’s a difference in opinions, beliefs, or values. It’s not the conflict itself….it’s how we RESPOND in the conflict that puts off most of us….not knowing how “the other” will respond---or maybe in some cases---not knowing how WE’LL respond if people behave in a certain way And of course there are those folks who seem to thrive on conflict and may personally generate a lot of it in the workplace, or in our families—and they fall into a special category Everyone faces conflict in their lives on a daily basis. It is an accepted and expected part of life.
Explore the dynamics of conflict in culturally diverse environments, learn about common contributors to workplace conflicts, and reflect on personal messages about conflict growing up. Discover how culture influences our view of conflict management and how different styles evolve based on past experiences and observations.
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Presentation Transcript
Conflict in the Workplace Conflict in the Workplace Management in a Culturally Diverse Environment Management in a Culturally Diverse Environment BARBARA I. CHEIVES BARBARA I. CHEIVES
The ultimate measure of a man is not where he stands in moments of comfort and convenience, but where he stands at times of challenge and controversy. Martin Luther King, Jr.
CONFLICT CONFLICT noun \ k n- flikt\ : a struggle for power, property, etc. : strong disagreement between people, groups, etc., that results in often angry argument : a difference that prevents agreement : disagreement between ideas, feelings, etc. Merriam Webster
Answer two questions.. 1) What messages did you learn about conflict growing up? What messages did you learn about conflict growing up? 2) Is your current style of managing conflict similar to or Is your current style of managing conflict similar to or different from what you observed/experienced growing up and different from what you observed/experienced growing up and why do you think that is? why do you think that is?
SYMPHONY BOXING MATCH MASK DESERTED ISLAND SUNRISE BRIDGE DANCE PUZZLE CACTUS PLANT STORM DREAM STORM
Common Contributors to Conflict at Work Common Contributors to Conflict at Work Ambiguous roles and responsibilities Assumptions and expectations Core values not being met Differing personal lenses and filters through which co-workers interpret the world Emotions hijacking conversations Group dynamics such as gossip and cliques Miscommunication or vague language
Culture & Conflict Culture & Conflict Our Culture forms our view of the world ..
Demographics We re becoming an increasingly diverse society This diversity means that many different cultures operate in our communities. The people that we work with represent an amazing array of diversity and cultural richness Decker, Decker & Brown, 2007
Diversity & Cultural Differences Diversity & Cultural Differences Ethnic Group, Race or Color Mental/Physical Ability National Origin Sexual Orientation and Gender Identity Gender Family/Marital Status Age Religion ..within each community
The (negative) impact of personal culture The (negative) impact of personal culture on communication on communication Incorrect assumptions about the other Language and communication style issues Biases against the unfamiliar Personal values in conflict Expectations that others will conform to established norms Adapted from Selma Myers Conflict and Culture
Organizational Culture. The integrated pattern of human behavior that includes thoughts, communication styles, actions, customs, beliefs, values and institutions to ensure that the needs of our employees are met within the context of their culturally informed world view.
Determining Conflict Style Determining Conflict Style
What is Your Conflict Style? What is Your Conflict Style?
Five Conflict-Handling Modes Competing Collaborating Assertiveness Compromising Avoiding Accommodating Cooperativeness
Try on Another Style For Size Try on Another Style For Size
How Does Nonverbal Communication Impact How Does Nonverbal Communication Impact Interactions? Interactions? Wordless communication, or body language, includes facial expressions, body movement and gestures, eye contact, posture, the tone of your voice, and even your muscle tension and breathing. The way you look, listen, move, and react to another person tells them more about how you re feeling than words alone ever can.
Effective Communication Effective Communication Effective communication helps us better understand a person or situation and enables us to resolve differences, build trust and respect, and create environments where creative ideas, problem solving and effectiveness can flourish.
Conflict Resolution Triangle Conflict Resolution Triangle Relationships Issues Emotions
The I Statements. The I Statements . I want .. I feel I would appreciate it if I think I need I understood you to say It was my understanding that I guess I misheard. Please . Perhaps I wasn t clear I d like .
Three Steps to Resolve Conflict Three Steps to Resolve Conflict STEP ONE: Agree on the Specific Conflict Go Directly to the Source Use active listening skills Each side presents point of view Listen with empathy Use I statements, not you statements Each side states which behaviors must be changed to resolve the conflict Each side shares positive statements about the other Both sides mutually agree on the specific conflict
Three Steps to Resolve Conflict Three Steps to Resolve Conflict STEP TWO: Brainstorm possible solutions Bring the Parties Together What would it take to resolve the conflict? What would each side have to do differently? Be open to new ideas, including ones never considered
Three Steps to Resolve Conflict Three Steps to Resolve Conflict STEP THREE: Come to a Resolution - Select the best solution Win/Win Win/Lose Lose/Win Lose/Lose
Fair Fighting Ground Rules Remain calm Express feelings in words not actions Be specific about the issues Deal with only one issue at a time No hitting below the belt Avoid Accusations
Fair Fighting Ground Rules Try not to generalize Avoid make believe Don t stockpile Avoid clamming up Establish additional common ground rules
Signs That Conflict at Work Is Subsiding Signs That Conflict at Work Is Subsiding Have relaxed conversations and interactions Cooperate on tasks and projects Change their word choices (for example, them becomes us ) Reduce their gossip Improve their tone of voice and relax their body language Keep their agreements Display a willingness to address new problems
Keeping The Peace Keep an eye on the situation Pick your battles Understand the WIIFM factor Correct the Problems from your level Create team building opportunities Take corrective action when necessary
In the End Conflict ; Chaos; Danger = Opportunity
Thank You For Participating !!! Thank You For Participating !!! Barbara I. Cheives Converge & Associates Consulting 1977 Brandywine Rd. Suite 203 West Palm Beach, FL 33409 barbara@convergeandassociates.com (office) 561-689-2428 (cellular) 561-351-6864
