Conflict Management

Jeff Yacup

Recapping Last Week

Stanford d-School Design Thinking Process

• Empathize: work to understand people within the context of the challenge. We need to understand how things are done and why they are done
• Define: Define the challenge at hand. Craft a meaningful actionable problem statement. This is the guiding statement to address the issue.
• Ideate: Concentrate on idea generation...go wide for concepts and outcomes
• Prototype: Generation of artifacts aimed at solving the challenge at hand. Should be able to be interacted with. Prototype if you're right.
• Test: Solicit feedback about prototypes, which will allow greater understanding of user and make changes to prototype. Test as if you're wrong.

Title Text

Yes, and...

So What Causes Conflict?

Causes of Conflict

• Lack of understanding
• Difference in opinions
• Not listening
• Lack of empathy
• Wanting to be right
• Wanting to win
• Unrecognized differences
• Unmet psychological needs
• Change
• and others...

Self Reflection...a Personal Conflict

Skills Needed to Navigate Conflict...what are they?

Skills Needed to Navigate Conflict

• Communication Skills
• Empathy
• Emotional Intelligence
• Creative Problem Solving

Summarizing

• Silence
• The Mixer
• Listening Positions
• RASA

Crucial Conversations: STATE

• Share your Facts
• Tell your Story
• Ask for others' Path
• Talk Tentatively
• Encourage Testing

Conflict Scenarios

How would you handle this?

What are things you could say?

If Dakota, how could you approach?

If Casey, how could you approach?

Other Conflict Tips

• Don't be afraid
• You're not going to do it perfect, so give grace
• no 'Just'
• No 'Brutal Honesty'
• Ground Rules
• How to Win Friends and Influence People
• Other?

Back to your Personal Conflict