Scenario - Conflict 2

It is 3 months since the initial conflict and the educators appear to have resolved their planning issues. However, the Director notices that the two teams tend to undermine each other at every opportunity. For example, at team meetings suggestions made by members of one team are invariably criticised or challenged by members of the other team.

Initially the Director addressed her concerns to the two room leaders, both of whom dismissed the concerns by saying that the team members were simply competitive. However, the Director feels that there is tension between the teams and that it is impacting on service delivery.

The Director arranges for the two teams to meet after hours with the aim of conducting a mediation session to identify and address the underlying conflict. The meeting begins with an address by the Director outlining the purpose of the meeting and the expected outcomes. The Director also sets out clear expectations in relation to the conduct of the meeting - i.e. respecting the beliefs of others, listening without interrupting, staying on-track, avoid personal attacks on others, take responsibility for own actions, using I messages.

After a great deal of discussion, the group were able to recognize that the primary source of conflict was a lack of communication and mutual respect. There was resentment that opinions and ideas were not sought or acknowledged. The Director then paired each person with a member from the other team. Each pair was asked to jot down their expectations in relation to communication between the two rooms. This information was then shared and discussed. Finally, the teams worked together to write a code of practice to guide educator communication.

The Director concluded the meeting by restating the communication expectations as set out in the code of practice. Each team member was thanked for their participation and asked to make a commitment to ongoing, positive and open communication.

As the Director was driving home she reflected on the meeting and felt that there had been a genuine willingness to resolve differences.

Q. Explain how the Director used effective communication strategies. In your response, describe the communication strategy and explain its importance.