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P E R S U A D E
Facilitation Skills – conflict management
Degrees of conflict
Aim – wrap up facilitation and suspend outcome. • Stop the meeting. The focus has gone from the purpose and remediation will be necessary before getting back to the purpose. • No longer a psychologically safe space – end it.
grade 3
serious breach of standard codes of conduct.
grade 2
Aim – maintain facilitation and return to outcome. • ‘I am observing, we are starting to get personal’, call it out – or call time out • – pull out, change or leave.
playing the person not the ball
grade 1
Aim – maintain facilitation and keep to outcome. • Intervene, name process, try ‘2 mins each – no interruptions’ and/or ‘listening to understand’. • Rather than respond – ask questions. • Do not avoid conflict – name it.
funnel chopping, cutting each other off, squabble
When you’re under attack
1. Do not be defensive – don’t defend status or information. 2. Manage your mindset to stay in the moment and think on your feet. 3. Welcome their thoughts, if what you say is not valid, ask what they think is? Then, they have to be accountable for their view. 4. Change mode – ask the person to come talk, stay back, shift the dialogue to one-on-one. 5. If they’re not open to listening provide permission to leave. 6. Look to the broader group for support. 7. Restate purpose.
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