Step One: Set the Scene
If appropriate to the situation, agree the rules of the IBR Approach (or at least consider using the approach yourself.) Make sure that people understand that the conflict may be a mutual problem, which may be best resolved through discussion and negotiation rather than through raw aggression.
If you are involved in the conflict, emphasize the fact that you are presenting your perception of the problem. Use active listening skills to ensure you hear and understand other’s positions and perceptions.
Restate
Paraphrase
Summarize
And make sure that when you talk, you're using an adult, assertive approach rather than a submissive or aggressive style.
Step Two: Gather Information
Here you are trying to get to the underlying interests, needs, and concerns. Ask for the other person’s viewpoint and confirm that you respect his or her opinion and need his or her cooperation to solve the problem.
Try to understand his or her motivations and goals, and see how your actions may be affecting these.
Also, try to understand the conflict in objective terms: Is it affecting work performance? damaging the delivery to the client? disrupting team work? hampering decision-making? or so on. Be sure to focus on work issues and leave personalities out of the discussion.
Listen with empathy and see the conflict from the other person’s point of view
Identify issues clearly and concisely
Use “I” statements
Remain flexible
Clarify feelings
Step Three: Agree the Problem
This sounds like an obvious step, but often different underlying needs, interests and goals can cause people to perceive problems very differently. You'll need to agree the problems that you are trying to solve before you'll find a mutually acceptable solution.
Sometimes different people will see different but interlocking problems - if you can't reach a common perception of the problem, then at the very least, you need to understand what the other person sees as the problem.
Step Four: Brainstorm Possible Solutions
If everyone is going to feel satisfied with the resolution, it will help if everyone has had fair input in generating solutions. Brainstorm possible solutions, and be open to all ideas, including ones you never considered before.
Step Five: Negotiate a Solution
By this stage, the conflict may be resolved: Both sides may better understand the position of the other, and a mutually satisfactory solution may be clear to all.
However you may also have uncovered real differences between your positions. This is where a technique like win-win negotiation can be useful to find a solution that, at least to some extent, satisfies everyone.
There are three guiding principles here: Be Calm, Be Patient, Have Respect…
I think this is a great tool and model to use when settling a conflict. The first of the five steps states that understand and assess that you have a problem. The next step is too gather information on what the person has to say about the problem and be a good listener. You have to clarify what you are saying and do it in a mature tone. The next step is too agree with the conflict. Next you should think of what the possible solutions could be. Finally you should agree on what the solution can be for the problem that you both like for example a win-win situation.
I think this is a great problem solving technique because it has all the components of making a great choice on the solution. Using these steps are the best way to make a choice because you think over what you are going to say and agree on.
Tuesday, February 17, 2009
Monday, February 9, 2009
The 9 step decision making modelStep 1 - Identify your objective
What is it you wish to achieve?
Step 2 - Do a preliminary survey of your options
Besides the most obvious choices available to you, what other kinds of options can you think of?
Step 3 - Identify the implicated values
What values are at stake here? If it's an easy or unimportant decision you may not necessarily do this step. But if the decision has a major impact on your wealth, your health or self-respect, then it's useful to be aware of it.
Step 4 - Assess the importance of the decision
The importance of the decision will determine how much you invest in it in terms of time, energy and money. The importance is determined by examining the implicated values.
You may also have to consider the context here as well, a different situation or environment can mean that a decision that is often not very important can become very significant.
Step 5 - Budget your time and energy
Having identified the main alternatives and the values, now decide on which time and energy to spend making the decision itself. More important decisions are given more time and energy. He suggests that busy people and nervous wrecks made worse decisions than other people.
Step 6 - Choose a decision making strategy
This step of the 9 step decision making model involves making another decision. The time and energy you plan to devote will affect the strategy you choose.
And because the strategy you choose may profoundly affect your decision it's important to choose an appropriate one. (He examines some decision making strategies in chapter 2)
Step 7 - Identify your options
When you examine your options in more detail you may discover other options with different implicated values. He points out that occasionally you may have to go back to step three to five and make revisions.
Sometimes outside expertise may be able to provide options that you haven't thought of.
Step 8 - Evaluate your options
This is where you compare the options available to you. Again he suggests that seeking advice from an expert is often easier than making the decision on your own.
Step 9 - Make your choice - on time, on budget
When you're finished doing the evaluation (only as much as it requires!), you make your choice. He notes that people may still have difficulty at this stage because they fear the consequences of making a bad decision.
They have about the same steps on choosing your descion by identifing your possibilties. It has more options than the GREAT descion making model. The diffrence is that this one has nine stpes and the GREAT has five. I think this one is better beecuase it has more steps in making your descion.
Steps in a rational decision making model
Define the situation/decision to be made
Identify the important criteria for the process and the result
Consider all possible solutions
Calculate the consequences of these solutions versus the likelihood of satisfying the criteria
Choose the best option
This one is similar because you have to think about what your descion is. It is diffrent becuase it is shorter than the GREAT model. I think the GREAT model is better because it is a little more in depth.
What is it you wish to achieve?
Step 2 - Do a preliminary survey of your options
Besides the most obvious choices available to you, what other kinds of options can you think of?
Step 3 - Identify the implicated values
What values are at stake here? If it's an easy or unimportant decision you may not necessarily do this step. But if the decision has a major impact on your wealth, your health or self-respect, then it's useful to be aware of it.
Step 4 - Assess the importance of the decision
The importance of the decision will determine how much you invest in it in terms of time, energy and money. The importance is determined by examining the implicated values.
You may also have to consider the context here as well, a different situation or environment can mean that a decision that is often not very important can become very significant.
Step 5 - Budget your time and energy
Having identified the main alternatives and the values, now decide on which time and energy to spend making the decision itself. More important decisions are given more time and energy. He suggests that busy people and nervous wrecks made worse decisions than other people.
Step 6 - Choose a decision making strategy
This step of the 9 step decision making model involves making another decision. The time and energy you plan to devote will affect the strategy you choose.
And because the strategy you choose may profoundly affect your decision it's important to choose an appropriate one. (He examines some decision making strategies in chapter 2)
Step 7 - Identify your options
When you examine your options in more detail you may discover other options with different implicated values. He points out that occasionally you may have to go back to step three to five and make revisions.
Sometimes outside expertise may be able to provide options that you haven't thought of.
Step 8 - Evaluate your options
This is where you compare the options available to you. Again he suggests that seeking advice from an expert is often easier than making the decision on your own.
Step 9 - Make your choice - on time, on budget
When you're finished doing the evaluation (only as much as it requires!), you make your choice. He notes that people may still have difficulty at this stage because they fear the consequences of making a bad decision.
They have about the same steps on choosing your descion by identifing your possibilties. It has more options than the GREAT descion making model. The diffrence is that this one has nine stpes and the GREAT has five. I think this one is better beecuase it has more steps in making your descion.
Steps in a rational decision making model
Define the situation/decision to be made
Identify the important criteria for the process and the result
Consider all possible solutions
Calculate the consequences of these solutions versus the likelihood of satisfying the criteria
Choose the best option
This one is similar because you have to think about what your descion is. It is diffrent becuase it is shorter than the GREAT model. I think the GREAT model is better because it is a little more in depth.
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