Association of Conflict Resolution Professionals
Emotional Intelligence and Diversity:
Critical Role in Conflict Resolution
Lee Gardenswartz, Ph.D.
Anita Rowe, Ph.D.
Emotional Intelligence and Diversity Institute
© Emotional Intelligence & Diversity Institute, 2014
Objectives
•
Understand the role of Emotional Intelligence and Diversity in
facilitating effective conflict resolution
•
Gain knowledge about the four components of Emotional
Intelligence in resolving conflict across differences
•
Take away processes for developing Emotional Intelligence in
yourself and your clients
© Emotional Intelligence & Diversity Institute, 2014
Think of times when you have been in
conflict with someone.
Recall the factors that enabled you to
engage and work toward resolution
Recall factors that blocked engagement and
progress toward resolution.
What factors were involved in each case?
-Conditions
-Feelings
-Results
© Emotional Intelligence & Diversity Institute, 2014
UCLA BRAIN RESEARCH
“…the feeling of being excluded
provoked the same sort of reaction in the
brain that physical pain might cause.”
Rock, David, “Managing with the Brain in Mind,” Strategy + Business, Autumn 2009,
Issue 56.
© Emotional Intelligence & Diversity Institute, 2014
FOUR
LAYERS OF
DIVERSITY
*Internal Dimensions and External
Dimensions are adapted from
Marilyn Loden and
Judy Rosener, Workforce America!
(Business One Irwin, 1991)
From Diverse Teams at Work,
Gardenswartz & Rowe (2nd Edition,
SHRM, 2003)
© Emotional Intelligence & Diversity Institute, 2014
WHAT PEOPLE NOTICE*
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© Emotional Intelligence & Diversity Institute, 2014
Skin Color
Gender
Age
Appearance
Facial Expressions
Eye Contact
Movement
Personal Space
Touch
* Elsea, Janet, The Four Minute Sell.
UCLA BRAIN RESEARCH
Naming emotions reduces emotional
reaction in the amygdala.
Lieberman, Eisenberger, Crockett, Tom, Pfeifer and Way,“Putting Feelings Into Words:
Affect Labeling Disrupts Amygdala Activity in Response to Stimuli,” Psychological Science,
18, 5, 2007.
© Emotional Intelligence & Diversity Institute, 2014
FIVE STEPS TO EID
IDENTIFY
UNDERSTAND
MANAGE
COMMUNICATE
APPLY
© Emotional Intelligence & Diversity Institute, 2014
EMOTIONAL INTELLIGENCE AND DIVERSITY
© Emotional Intelligence & Diversity Institute, 2014
EID Questionnaire
Strength
How do you bring this to your Forums?
What is the impact?
Area for Development
How can you develop this aspect?
How would this help Forum interactions?
© Emotional Intelligence & Diversity Institute, 2014
AFFIRMATIVE INTROSPECTION

Knowing what makes me tick

Being comfortable in my own skin

Being in tune with my own biases
and hot buttons
© Emotional Intelligence & Diversity Institute, 2014
THE INTROSPECTIVE PROCESS

THE EVENT

THE IMPORTANCE/RELEVANCE

THE IMPACT (DIFFERENT LEVELS)

THE FEELINGS

THE LEARNINGS
© Emotional Intelligence & Diversity Institute, 2014
SELF-GOVERNANCE

Making ambiguity an ally

Being my own change master

Getting in charge of self-talk
© Emotional Intelligence & Diversity Institute, 2014
INTERCULTURAL LITERACY

Understanding the cultural whys
behind behavior

Transcending my own perspective
(empathy)

Seeing the benefits and limitations of
all norms
© Emotional Intelligence & Diversity Institute, 2014
SOCIAL ARCHITECTING

Serving as a cultural interpreter

Communicating effectively and
resolving conflicts in diverse settings

Structuring synergistic and compelling
environments
© Emotional Intelligence & Diversity Institute, 2014
THE INTROSPECTIVE PROCESS

THE EVENT

THE IMPORTANCE/RELEVANCE

THE IMPACT (DIFFERENT LEVELS)

THE FEELINGS

THE LEARNINGS
© Emotional Intelligence & Diversity Institute, 2014
EMOTIONAL INTELLIGENCE AND DIVERSITY
© Emotional Intelligence & Diversity Institute, 2014
AFFIRMATIVE INTROSPECTION
What are my biases and assumptions?
What are my areas of comfort and
discomfort in dealing with differences?
© Emotional Intelligence & Diversity Institute, 2014
SELF-GOVERNANCE
What is my self-talk when I am dealing
with differences?
How do I manage the discomfort of
ambiguity when confronted with
conflict
and differences?
© Emotional Intelligence & Diversity Institute, 2014
INTERCULTURAL LITERACY
What else could this mean?
How can I transcend my position and
walk in the other person’s shoes?
© Emotional Intelligence & Diversity Institute, 2014
SOCIAL ARCHITECTING
How can I adjust my communication to be
more effective?
How can I reach out and make a connection
and build trust?
© Emotional Intelligence & Diversity Institute, 2014
What EID approaches can you
apply be even more effective in
helping others resolve conflict?
© Emotional Intelligence & Diversity Institute, 2014