Managing conflict
Resource 1
Related KSBs for Level 5 (Operations Manager)
K13
Influencing and negotiation models and techniques.
K14
Conflict resolution and mediation processes.
K15
Communication techniques and approaches.
S16
Influence and negotiate with stakeholders to shape and agree goals and outcomes.
S17
Manage relationships across multiple and diverse stakeholders.
B1
Acts professionally, ethically and with integrity.
B2
Supports an inclusive culture, treating colleagues and stakeholders fairly and with respect.
Resource 2
Related KSBs for Level 7 (Senior Leader)
K10
Organisation/team dynamics and how to build engagement and develop high performance, agile and collaborative cultures.
K12
Influencing and negotiating strategies both upwards and outwards.
K18
Coaching and mentoring techniques.
K20
The organisation’s developing communications strategy and its link to their area of responsibility.
S14
Create an inclusive culture and high-performance working environment and set goals and accountabilities for teams and individuals in their area.
S15
Give and receive feedback at all levels, building confidence and developing trust, and enable people to take risks and challenge
where appropriate.
S17
Lead and influence people, building constructive working relationships across teams, using matrix management where required.
S19
Manage relationships across multiple and diverse stakeholders.
B2
Take personal accountability aligned to clear values.
Resource 3
Radical Candor by Kim Scott
hat a e the poten a posi e nega e conse uences of this app oach
Discuss in g oups ead to sha e so e feedbac
Opposite of being candid: Manipulative insincerity
Being too candid: Obnoxious aggression
Avoiding being candid: Ruinous empathy
Discuss the concept of ‘being candid’
Share/discuss examples where this has worked/might have worked
What are the potentially positive/negative consequences?
Resource 4
Fierce conversations by Susan Scott
The 7 p incip es
1. Maste the cou age to inte ogate ea it .
2. Co e out f o behind ou se f into the con e sation and a e it ea .
3. Be he e, p epa ed to be nowhe e e se.
4. Tac e ou toughest cha enge toda .
5. Obe ou instincts.
6. Ta e esponsibi it fo ou e otiona wa e.
7. Let si ence do the hea ifting.
Resource 5
Prepare for a ‘fierce’ conversation
1. In ou b ea out oo , sha e ‘conf icts’ ou ha e ight ha e
2. Ag ee on a g oup ‘conf ict’ to focus on
3. Write your opening statement that covers the 7 principles
4. A scribe to paste the statement into chat when we return
Resource 6
The Thomas-Kilmann Conflict model
Resource 7
The COIN & COILED feedback models
