Managing Conflict-Helping People Move Forward Flashcards
Provide an example of a situation in which you dealt with a conflict between two staff members. What did you do to resolve the conflict and what did you learn from the experience? What would you do differently if you could do it over?
How would you respond if a parent complained about the difficulty of homework assignments?
I would first ask the parent if he/she talked with their child’s teacher about the homework. If they have not I would encourage them to reach out to the teacher to gain more of an understanding of the assignments.
If they already have I would talk with the teacher about the assignments to gather more information about the situation.
Describe a challenging situation involving an irate parent or family member. How did you handle it, and what did you learn from the situation?
First and foremost, listen very carefully, The angry parent is most likely looking to vent their frustrations, so don’t interrupt. Remain calm regardless of their actions. When a parent is upset, arguing with that parent can only make the situation worse. Remaining calm can be difficult when a parent is screaming in your face, but you need to maintain control. Always try and understand their angry. The parent is obviously upset for a reason. They usually are looking for some to understand their situation. You have empathize with the parent. Put yourself in their shoes, schools do make mistakes. We need to apologize if it is necessary. And make sure the apology is meaningful to the parent. Then we have to fix the problem and follow up. Whatever the reason is for the parent becoming irate, you can be sure the parent wants the situation fixed. Collaboratively finding a solution is a great way to build a positive relationship. Brainstorm some ideas with the irate parent to find solutions. And when you and the parent come up with a plan for the problem, be absolutely certain to follow up. Keep in contact with the parent as well.
Summary: First listen, remain calm, try and understand the parent, empathize, apologize if necessary, attempt to fix the problem, brainstorm solutions, and follow up with the parent
How would you handle a conflict between a teacher and a parent?
I would speak with both parties individually first. It’s important to hear each person side, and refrain from judgement. If the situation continues to get worse, then I would consider a conference. You don’t want both parties in the same room unless they are both calm. To resolve the issue, I would first try to identify the core problem. Often times it’s something trivial. After you’ve identified the problem, brainstorm solutions with both parties. Brainstorming is a collaborative process, and no judgement should be passed by anyone (including me). Then find solutions that work for both parties. When finding a solution, be sure to keep the student as the focal point. Remember that everyone wants the student to succeed. If a conference is necessary, ALWAYS intervene when someone crosses a line or gets malicious. Be proactive in making sure everyone is polite. Warn both the teacher and parent beforehand. I would also drive compromise on both ends of the party. The party is more likely to compromise when dealing you, the administrator, as opposed to each other.
Summary: Speak with parties individually, a conference may be necessary, identify the core problem, brainstorm solutions with parties, find a solution to works for everyone, (for conferences) quickly intervene when someone gets nasty, and drive compromise on both sides.
You hear a rumor that a possible fight is going to occur after school, how would you intervene?
Even if it is just a rumor floating around school, it should be taken seriously. With the possibility of a fight, there really is no time to waste. I would immediately speak to the students, individually. While meeting the students, I would inform them of all the repercussions and consequences that would take place. Then I would try and identify the main cause for the conflict. After identifying the conflict, the student and I can work on identifying alternatives behaviors. Signing behavior contracts is another possibility for the students. Behavior contracts can be very effective. I’d also have them talk to a staff member such as a guidance counselor/anti-bullying specialist. From there, conflict resolution strategies can take place. I would also contact each of the students parents and inform them of the issue. There’s always the possibility that the fight will occur off school grounds. Informed parents will be able to monitor the students off school property. The parents are also another positive voice for the situation. After conflict resolutions, we need to monitor each of the students. We’ll inform staff security of the potential threat. The security staff can monitor the students in the hallways, cafeteria, etc.
Summary: Take the rumor seriously, act immediately, call students in individually, warn each student of the consequences, identify the cause of the conflict, have the student figure out alternatives, consider behavior contracts, start conflict mediation strategies (usually guidance), contact and inform the parents, monitor students with security staff.
