Address issues that come up

The potential for conflict is natural among people and is an inherent part of any group’s development into a safe high functioning team. Rather than avoid conflict, effective teams manage conflict productively. While conflicts are okay, unresolved conflicts are not. They impede communication and cooperation, and they can lead to incidents. Conflict often arises when expectations, roles and responsibilities are unclear. Participants may be missing information or lack a sense of the big picture. It’s the leader’s job to clarify this for your group. When conflict arises, you should see it as a sign that your team may be unraveling. As a leader, you may need to step in, acknowledge the issue and set aside time to work through the conflict. Do this by listening to the different perspectives and opinions, restating or revising roles & expectations and committing to moving forward productively.

A Recipe for Resolving Conflict or Addressing Concerns/Problems with a student

• Approach your student or co-instructor with warmth and respect (think connection before correction).  
  • Greet them normally: “Hey, how’s it going…”
• Identify what you are noticing or wanting to talk with them about
  • “I have been noticing…. and I was hoping to talk to you about it.”
  • “I noticed…. and I was hoping we could check in and see how things are going for you…”
• Invite them to talk with you at a time that works for both of you
  • “Could we take a little time to meet right after dinner tonight?. .”
• At your meeting, state your goal/purpose in talking with them right away
  • “Thanks for meeting with me.
  • “I wanted to bring ‘this’ up to make sure:
    • you are getting what you need to feel good about this class”
    • you, the other students, and the purpose of this course are all supported.”
    • …from experience, I know little things have the tendency to become big things, so I wanted to talk with you before that happens”
• Take the time to listen, listen, and listen some more. Draw them out and be open to their feedback.
  • “How is this course going for you?”
  • “Do you have any thoughts about what is going on?”
  • “Is there anything that would be helpful for me to know?”
  • “What feedback do you have for me or the instructor team?”
• Take one or several of the following actions:
  • Make a request: (ie. ask them to refrain from _____ while on the course)
  • Clarify your expectations and/or goals for the course. If they are not meeting your expectations or hindering your goals, specify which one(s) they aren’t meeting. Suggest ways they could meet your expectations the next time this situation arises. Don’t be afraid to say: “We need everyone to follow these expectations in order to create a safe learning environment for everyone”
  • Educate your students about the ramifications of their actions, etc.
  • Engage in collaborative problem solving with your student(s).
  • Agree to meet again and discuss the issue more.
• When wrapping up your conversation,
  • Make a plan for checking in again.
  • Let them know that you are here for them.
  • Appreciate them and thank them for talking with you.