Cross-Cultural Conflict Management

Inter-Cultural Association of Greater Victoria December, 2014

Ben Ziegler Tel: 250.516.3936 zieglerconsulting@shaw.ca www.collaborativejourneys.com

Agenda

1. Communications, Culture & Conflict

2. Conflict management styles

3. Conflict management skills

4. Strategies for cross-culture conflict management

About you

The word ‘Communication’ is derived from the Latin word

‘Communis’ which means to make ‘Common’

Did we make common?

Source Receiver Message

Medium

Making common – In Real Life and Virtual

Action Intent Effect

“The single biggest problem in

communication is the illusion that it has taken place.”

(George Bernard Shaw)

Image source: wikipedia

Communications feedback

Private Public

Intent

Effect

Action

Intent

Action

Effect

Direct and indirect communication preferences, by country

(Laroche and Rutherford, 2007)

Appropriate timing of comments between two people in conversation

(Laroche and Rutherford, 2007)

Individualism (Laroche and Rutherford, 2007)

Culture Map Israel Russia

Source: Erin Meyer in Culture Map

Disagreement

Confrontational

Avoids confrontation

Disagreement and debate are positive for the team or organization. Open confrontation is appropriate and will not negatively impact the relationship.

Disagreement and debate are negative for the team or organization. Open confrontation is inappropriate and will break group harmony or negatively impact the relationship.

Source: Erin Meyer in Culture Map

Conflict Management Styles A

sse

rtiv

en

ess

Cooperation

high

low high

Competing Collaborating

Avoiding Accommodating

Compromising

Conflict management styles A

sse

rtiv

en

ess

Cooperation

high

Based on Thomas-Kilmann Conflict Mode Instrument

high low

What’s your conflict management style?

3 Key conflict management skills

1. Deal with your anger

2. Understand needs

3. Reframe the conflict

Deal with your anger

How to respond

?

Defuse Disengage Confront

Defusing Strategy

1. Remain calm yourself

2. Non-verbally reassure the other person

3. Encourage talking

4. Show understanding

5. Commit to resolving the issue

6. Help the other person save face

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.

Confronting Strategy

Confronting Strategy = Assertive expression:

1. Describe - “When you…

2. Express - “I get…

3. Specify – “I want…

4. Consequence – “ So that we…

Conflict management skill: Understand needs

What you see

What you don’t see

When they say:

I don’t like your

attitude

What else is on their mind?

Self-aware, personal growth…

Self-worth, accomplishment…

Belonging, love, family…

Safety, steady job…

Food , water, shelter…

Maslow’s Hierarchy of Needs

What you want as an outcome

Why you want it

Issue: What conflict is about (non-blaming)

Positions

Separate Positions, Issues, Interests

Interests

You Other

I want $17/hour We pay $13/hour

(Example) Issue: Pay

Positions

Interests

You Other

That meeting time is difficult for me

Everyone needs to attend the meeting

Issue: Meeting Time

Positions

Interests

Build on common ground

Positions

Interests

Conflict management skill: Don’t Reject. Reframe.

Our mind can hold opposing views. What do you see a picture of?

Positions

Interests Problem Focus

Goal Focus

Competing

Avoiding Accommodating Ass

ert

ive

ne

ss

Cooperation

Collaboration

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…”

Reframe example

From To

Reframe example

“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?”

4 strategies to improve your cross-cultural conflict

management

1. Observe how people in the culture handle conflict

2. Ask cultural experts

3. Consult cultural sources

4. Observe other people’s actions to you

Questions & Answers