13. Defusing Strategy
1.
2.
3.
4.
5.
6.
Remain calm yourself
Non-verbally reassure the other person
Encourage talking
Show understanding
Commit to resolving the issue
Help the other person save face
14. Disengaging Strategy
1. Acknowledge: “I can see you’re furious with
me”
2. Commit involvement: “and I’d like to talk
more about it”
3. State your need: “right now I’m too angry
(frustrated, upset, etc.) to think or talk. I
need 1 hour to cool off”
4. State your intent to return: “I’ll be back”
5. Leave.
17. When they say:
I don’t like
your
attitude
What else is on their mind?
18. Separate Positions, Issues, Interests
Position – what I want as an outcome
Issue – what conflict is about (non-blaming)
Interest – why I want that as an outcome
19. Know your needs (and theirs!)
Your co-worker says,
“That’s not how we do it, here”
What you want as
an outcome
Why you want it
To
contribute
Feel welcomed…
that you came to
the right place,
and belong here?
Position
Interests
23. Reframe conflict… and change the game
From
To
“The most we can offer you is
$15/hour.”
“You expect top value for your
money. These are the different
ways I bring value to the
position…”
“I think Yu can do the
job better than you.”
“Work quality is important to
you. What aspects of the job
matter most to you?”
“We need to get rid of
Enrique so we can get our
work done.”
“How can we address team
chemistry so everyone is more
productive?”
24. 4 strategies to improve your
cross-cultural conflict
management
1. Observe how people in the culture
handle conflict
2. Ask key informants (cultural experts)
3. Consult cultural sources
4. Observe other people’s actions to you
25. 1. Observe how people in the
culture handle conflict
Do they focus more on the work that has to get done or
the working relationship between them?
Think of someone in the culture who you think deals with
conflict well.
• Why do you think they are successful in managing
conflict?
• How does their approach to conflict management
compare with your cultural experiences and
background?
26. 2. Ask key informants (cultural
experts)
Think of your workplace or a current situation you
are involved in.
• Who are your key informants (cultural experts)?
Ask them:
• How they handle disagreements?
• How they recommend you approach someone
you have a disagreement with?
27. 3. Consult cultural sources
•
•
•
•
•
Read literature, stories… about the culture
Popular culture; music, TV, magazines…
Internet
Research on conflict in this culture; e.g., ICA
Etc.