100 Chapters
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Approaches to Conflict:Role-Play Demonstration

Jonamay Lambert HRD Press, Inc. PDF

Approaches to Conflict:

Role-Play Demonstration

30–45 minutes

PURPOSE:

To help participants understand that conflict is a natural occurrence, and that everyone has different approaches in dealing with conflict situations.

Participants will have an opportunity to learn about approaches in general and their own in particular.

EQUIPMENT: Flipchart

MATERIALS:

Handout #1: Observer Guidelines

Handout #2: Approaches to Conflict Resolution

Handout #3: Situation for Role Play

PROCEDURE:

1. Explain that this activity is designed to give participants a chance to discuss and role-play a scenario, after which they will examine four major approaches to conflict resolution.

2. Set up groups of three and have each select one person to be an ObserverReporter for the group. Give Handout #1: Observer Guidelines to each

Observer. Distribute situation slips “A” and “B” from Handout #3 to the two remaining participants in each group. Make sure no one sees anyone else’s instructions.

3. Allow 5–10 minutes for the two paired participants to role-play the situation, reminding them that their goal is to resolve the conflict. At the same time, the

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Coaching Across Cultures

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33

Coaching Across

Cultures

Introduction

Coaching is a way to offer encouragement, promote growth and development of employees, and help them make a greater contribution to the organization. It can assist employees who may be encountering difficulty, yet still have strong potential to be more valuable to the organization. It can also help a good employee become more productive in his or her current position. Furthermore, coaching is a way to empower an employee and show the organization’s commitment to that person’s success.

While coaching is a highly effective tool for employees in general, it is especially useful when dealing with employees who have not been part of the mainstream American work force. It is therefore important that organizations establish a climate in which personal and career growth of minorities, immigrants and women can take place.

Because every person brings different experiences and cultural background to the workplace, the coach must take time with each targeted employee to build a strong relationship. The coach also needs to model appropriate business behavior and keep the employee informed about opportunities where his/her skills dovetail with the company’s goals and strategies.

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First Thoughts

Jonamay Lambert HRD Press PDF

18

First Thoughts

Objective

The purpose of this activity is to have participants examine the stereotypes of the groups of people with whom they interact. They should recognize that stereotyping is unfair, and becomes a barrier to good communication and accepting people as individuals.

Time

40-60 minutes

Materials

Overhead projector

Overhead transparencies (OHTs) 18.1 and 18.2

Procedure

1. Display OHT 18.1 and ask participants to write the first two or three adjectives that come to their minds for each of the groups listed on the transparency.

2. Put the participants into groups of three and give them a few minutes to discuss their reactions to the exercise and to stereotyping in general. (Here they can discuss the words used in each category, the categories that were easy and difficult and the reasons why).

Example: Many participants have, in the past, said “white” or

“disabled” were hardest to comment on. Some have difficulty with other words.

3. Discuss other stereotyped groups to which participants may belong: blondes, farmboys, intelligent, athletic, etc.

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Resolving Disputes:Skills for Third-Party Intervention

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36

Resolving Disputes:

Skills for Third-Party

Intervention

Introduction

When disputes arise in the workplace, there is an alternative course of action worth considering. It is “mediation” or “third-party intervention,” a process in which the disputants meet with a skilled neutral third party and jointly explore the disagreement. The role of the third party mediator

(often a manager) is to listen carefully to both sides, help identify the underlying problem or problems, and lead the disputants in exploring possible resolutions.

The significance of mediation is that it is a “win-win” situation. Under mediation, the outcome is entirely in the hands of the people who are in dispute. It is truly remarkable how people can cooperate when they realize that they have the power to resolve their problem.

Objective

The purpose of this activity is to study third-party intervention as a means of resolving conflict between people in the workplace. It is particularly helpful in dealing with conflict that results from cultural clashes. This exercise teaches a process that uses communication skills to gain agreement on dealing with disputed issues in the workplace. It focuses on shared responsibility for the outcome. The participants will use a model to practice their specific mediation skills.

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In the Heat of the Moment

Jonamay Lambert HRD Press, Inc. PDF

In the Heat of the Moment

PURPOSE OF THE EXERCISE: To examine how emotions might interfere with the process of conflict resolution.

INTRODUCTION: Often in a conflict situation, emotions take over and make it difficult for the parties to remain focused. Conflict-resolution skills may be put to use to reduce the tension.

WORKSHEET

Think back to the conflict situations you have taken part in. Try to imagine what your feelings were at those times and list the emotions that surfaced when you were engaged in conflict.

1. List the emotions you feel when you are involved in conflict.

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2. List how these emotions impact your ability to resolve conflict.

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