1. 09 / 05 / 2010

2. CONTENTS:
 Continue about the team work!
 Group Decision Making.
Collaboration VS Consensus
 Dealing with Conflict.
Conflict & Emotions

3. GROUP DECISION MAKING
At two stages:
 Collaboration as a process
Search, Consultation, Discussions, etc
You are in a team not a group only
 Consensus as the outcome
Results, plans, etc
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4. COLLABORATION
 A way of working in a team that has common
goals.
 Requires agreement on how team members
will behave:
 Cognitive processes
 Social processes
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5. COMMON NORMS
 Cognitive:  Social:
 Listen actively  Respect others
 Be specific  No side conversations
 Focus on the doable  Participate
 Focus on the outcomes  No personal attacks
 Look for common
ground
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6. CONSENSUS
 A decision making rule:
 I believe that you understand my point of
view.
 I believe that I understand your point of view.
 Whether or not I prefer this decision, I will
support it because it was reached openly and
fairly.
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7. SUMMARY OF KEY POINTS
 Collaboration requires:
 Agreement on goals
 Agreement on norms
 Consensus requires support
for the decisions of the group
Home 7

8. DEALING WITH CONFLICT
Nobody is a real
loser until they
start blaming
somebody else.
John Wooden
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9. MODULE OVERVIEW
 Conflicts vs. differences
 Common causes of conflict
 Responding to conflict
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10. EVERY DIFFERENCE IS
NOT A CONFLICT
 Issue — we need more information.
 Problem — we need to develop a solution.
 Conflict — we need to overcome the
emotions that are involved.
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11. EMOTIONS
 Anger  Love
 Disgust  Sadness
 Enjoyment  Shame
 Fear  Surprise
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12. COMMON CAUSES
OF CONFLICTS
1. Personal differences
2. Different understanding
3. Escalation of commitment
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13. 1. PERSONAL DIFFERENCES
 Silence:
 Agreement?
 Disagreement?
 Regret:
 Accepting responsibility is most important —
“Sorry. I made a mistake.”
 Intent is most important — “Sorry. I didn’t
mean to offend you.”
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14. 2. DIFFERENT UNDERSTANDING
 Rock, paper, scissors
 “Give it to me”
 Pair up
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15. 3. ESCALATION OF COMMITMENT
 When one approach goes wrong, we tend to
assume that we failed to commit enough
resources.
 So we commit more resources — we speak louder
or more slowly, using the exact same words.
 Instead of more resources, we should consider
trying a different approach.
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16. GENERIC CONFLICT RESOLUTION
APPROACHES
 Withdrawing, denying, avoiding
 Smoothing, accommodating
 Forcing (pursuing your point of view at the expense
of others)
 Compromising, negotiating
 Problem solving, collaborating, confronting the
problem
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17. SUMMARY OF KEY POINTS
 True conflict involves strong emotions
 Understanding others helps to minimize
conflicts
 Problem solving is generally the best way to
manage conflict
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