TEAM: Together Everyone Achieves More by John Thomas, Region VIII TASC, Community Development Institute, Lakewood, CO
When a Head Start center director asked for help from the Region VIII TASC, he had already tried a number of conflict resolution approaches to deal with growing tension among his staff. As the conflict escalated, however, he felt a need for outside help, which led to an organizational assessment.
With input from the Regional Office, and assistance from the RAP and consultants, the TASC conducted a thorough assessment for the program. A week of individual interviews was held with the grantee board, Policy Council members, administration, staff, parents, and interested parties.
Information was gathered on what worked in the organization and what did not, as well as recommendations. It culminated in a final feedback session to get to the root of the conflict and to take positive steps forward. The group identified teamwork, conflict resolution, and communication as their top priorities.
The Head Start program has continued to work with the Region VIII TASC consultant, addressing and solving problems. The director reports increased productivity and improved services to the children and families. Stronger partnerships have developed among teaching staff. Above all, the working climate is now more positive and people are working together as a team. The consultant credits the director's willingness to tackle tough issues directly and the staff's dedication and commitment to build a better program for the children and families for helping with the resolution of the conflict.
The yearlong process has resulted in a conflict resolution "blueprint" (see Guidelines below) agreed to by the staff for handling problems as they arise between them.
-Community Development Institute, 445 Union Blvd., Ste. 230, Lakewood, CO 80228. (303) 989-5929.
"Guidelines" BASIC GROUND RULES?
GUIDELINES FOR CONFLICT RESOLUTION
At the outset of the discussion, all parties shall establish that there is a real conflict that needs resolution.
Specifically identify and define the conflict as seen by all parties, and evaluate the needs of everyone involved.
Go to the other person(s) directly.
Maintain confidentiality.
Each person will be reasonable and open-minded, and will be willing to talk, listen, and compromise.
Focus the discussion on issues, not personalities, and address one issue at a time.
Deal with the conflict as quickly as possible
Each party will take responsibility for their own problem and display adult behavior.
Each party will give clear messages and will ask questions whenever clarification is needed.
Conflict resolution discussions shall not be held until all parties can do so calmly.
Before beginning, all necessary background information will be collected and shared with all parties.
The goal of the discussion will be to seek a solution-not to win.
Open communication should be practiced at all times; positive outcomes should be the goal.
Children shall not be in the middle of the conflicts.
All parties will establish good eye contact, and will use "I messages."
Parties will establish future discussion dates as needed, and will be open to mediation if the conflict is not resolved to the satisfaction of everyone involved.
Documentation will only be kept when formal mediation is needed. All parties involved in the formal mediation process will be provided with a written understanding of the discussion. At the end of the school year. If the conflict stays resolved, all parties will agree to destroy the written formal mediation records.