Topic 1.3.1 Meetings to Deal with Conflict
DEALING WITH CONFLICT IN MEETINGS
Introduction
- What are some common causes of conflict in the workplace, and how do they typically impact team dynamics?
- How do you usually approach a conflict when it first arises? Do you prefer to address it directly or take some time to reflect?
- What are some strategies you find helpful for managing emotions during a disagreement?
- What are the key qualities of a good mediator in a conflict situation?
- Have you ever had to resolve a conflict with someone in a higher position? How did you handle it?
1a. Reading
- In pairs decide on some common causes of conflict between people in the workplace today according to the blog post.
- What are the four key roles of a mediator?
- What skills are important for mediators?
BLOG POST
MEDIATION SKILLS – AN ESSENTIAL SOFT SKILLS COMPETENCE
Mediation is becoming more popular as people search for help to resolve conflicts. But why is this and how can mediation skills help?
Working life is increasingly stressful. Workloads have increased. Companies are undergoing constant change. Cross-cultural differences create challenges. No wonder that research indicates conflict at work is increasing.
Mediation, as an alternative to formal legal processes, is a collaborative process in which individuals meet to talk about conflict and find agreement. Individuals are often asked to attend both separate and joint meetings with a mediator who ensures participants can express their views and feelings on safety. In the 1:1 meeting, the mediator seeks to understand the issue and to challenge negative assumptions to understand each other. In later joint meetings, the mediator enables individuals to understand each other and find solutions. Excellent listening and summarising skills are vital for mediators to inspire people to communicate constructively.
1b.Do you think you would make a good mediator? Why/Why not?
Listening
2a. Susan Wright is Global Head of Sales for AIV, a furniture retailer based in Toronto. Two of her team members, Carmen González, Head of Europe, and Paul Aristy. Head of Asia-Pacific are in conflict. Susan has asked Barry Roche, Head of Marketing, to step in and informally mediate. Barry knows both Carmen and Paul. Listen to a telephone conversation between Barry and Carmen and answer the questions.
- What is Paul asking for that is causing Carmen to feel frustrated?
- Why is this request from Paul problematic for Carmen?
- Carmen feels that Paul’s way of communicating is also ‘a problem’. In what way?
2b.How effectively do you think Barry handles the conversation? Why?
2c. Based on the conversation, what do you feel the problem might be between Carmen and Paul? Why?
3a.[Audio 7.5] Listen to the call that Barry makes to Paul and answer the questions.
- What is Paul’s reason for sending the recent emails to Carmen?
- How does Paul interpret Carmen’s responses to his emails?
- What does Barry suggest to Paul may be the problem?
3b.How effectively do you think Barry handles the call? Why?
4a.[Audio 7.6] Listen to the meeting between Barry, Carmen and Paul and answer the questions.
- What does Barry say is the key objective to the meeting?
- What does Barry identify as the reason for Paul’s frustration?
- What does Carmen say is her biggest frustration?
- What does Barry have to remind Carmen about at one point?
- Carmen finally understands Paul’s motivation when she says, ‘Yes, I understand. I see better now’. How does Barry help her to understand?
- What solution to build better collaboration do they agree on in the end?
4b.At one point, Barry tells Carmen, ‘It’s not about truth but feelings’. How useful do you think such a statement is? Why?
Useful Language
5b.Now, match the extracts from the recording with the correct part of the model in the following chart.
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5c.Can you think of any more useful mediation expressions?
Roleplays
6a.Work in groups of three. Roleplay a mediation between colleagues. There are three scenarios. Each person will take the role of mediator once.
6b.Take a few minutes to prepare, then roleplay your mediations. When you have finished each mediation, discuss what went well and what could be improved. In particular, confirm if you used all the steps from the mediation model and discuss how effective they were.
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