Using conflict and dissent to create robust, resilient solutions Julia Wester Co-Founder, 55 Degrees AB @everydaykanban 

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“Where all think alike, no one thinks very much.” Walter Lippmann, "The Stakes of Diplomacy”, 1915 By Pirie MacDonald - Yale University Manuscripts & Archives Digital Images Database [1], Public Domain, https://commons.wikimedia.org/w/index.php?curid=10533340 

Hiring for cultural fit seems to be going well! 

Mode of thinking that happens when the desire for harmony overrides a realis6c appraisal of the alterna6ves. Irving Janis, Psychologist GROUP THINK 

Image credit: Jeff Patton 

How do we really form abstract beliefs? 

We could benefit from some healthy dissent! 

Dissent having/expressing opinions at variance with those commonly or officially held. 

“Contrary to popular wisdom and behavior, conflict is not a bad thing for a team. In fact, fear of conflict is almost always a sign of problems.” Patrick Lencioni Author of “The Advantage” 

Agreement Disagreement + - 

Agreement Disagreement - Decisions get made - Everyone knows the final decision - Cohesion towards a goal - Excitement to move forward - You feel supported in your path + - 

Agreement Disagreement - Decisions get made - Everyone knows the final decision - Cohesion towards a goal - Excitement to move forward - You feel supported in your path - Safe to share differing viewpoint - Lots of learning - More confidence in choices - Growing skills in handling conflict - Ideas are better supported, regardless of outcome + - 

Agreement Disagreement - Solutions not always best - Not safe to disagree - Lack of honesty - Contempt and cynicism - “I knew that would never work” mentality - Very little learning - Decisions get made - Everyone knows the final decision - Cohesion towards a goal - Excitement to move forward - You feel supported in your path - Safe to share differing viewpoint - Lots of learning - More confidence in choices - Growing skills in handling conflict - Ideas are better supported, regardless of outcome + - 

Agreement Disagreement - Winning argument > reaching goal - Lack of trust - Anger and resentment - Team members give up / opt out - “I told you so” mentality - Very little learning - Solutions not always best - Not safe to disagree - Lack of honesty - Contempt and cynicism - “I knew that would never work” mentality - Very little learning - Decisions get made - Everyone knows the final decision - Cohesion towards a goal - Excitement to move forward - You feel supported in your path - Safe to share differing viewpoint - Lots of learning - More confidence in choices - Growing skills in handling conflict - Ideas are better supported, regardless of outcome + - 

Agreement Disagreement - Winning argument > reaching goal - Lack of trust - Anger and resentment - Team members give up / opt out - “I told you so” mentality - Very little learning - Solutions not always best - Not safe to disagree - Lack of honesty - Contempt and cynicism - “I knew that would never work” mentality - Very little learning - Decisions get made - Everyone knows the final decision - Cohesion towards a goal - Excitement to move forward - You feel supported in your path - Safe to share differing viewpoint - Lots of learning - More confidence in choices - Growing skills in handling conflict - Ideas are better supported, regardless of outcome + - 

Minority dissent, even dissent that is wrong, stimulates divergent thought. Nemeth, Staw (1989) Advances in Experimental Social Psychology 

Promoter of the Faith The Devil’s Advocate 

“My experience teaches that there is nothing better than an impressive dissent to lead the author of the majority opinion to refine and clarify her initial circulation.” Hon. Ruth Bader Ginsburg The Role of Dissenting Opinions 

Cloverpop: Hacking Diversity with Inclusive Decision-Making 

Teams that identify 7 or more choices make better decisions 92 percent of the time. Cloverpop: Hacking Diversity with Inclusive Decision-Making 

Getty Images/Jason Kempin/Staff Editorial 

For dissent to exist, we need diversity of thought 

Dissent isn’t always the safest choice 

Constructive Destructive VS 

Conflict Management 

The Inclusion Framework Shore, Lynn M. et al. “Inclusion and Diversity in Work Groups: A Review and Model for Future Research.” (2011). 

The Inclusion Framework Shore, Lynn M. et al. “Inclusion and Diversity in Work Groups: A Review and Model for Future Research.” (2011). 

Techniques for inviting dissent 

Six Thinking Hats The Black Hat Play’s the Devil’s Advocate role: • What are the weaknesses? • What is wrong with this idea? 

Six Thinking Hats The Black Hat Play’s the Devil’s Advocate role: • What are the weaknesses? • What is wrong with this idea? Simulated Dissent 

Ritual Dissent Image courtesy: @FriendlyTester on Twitter Ritual Dissent is meant to simulate the process of delivering new ideas and to open up new thinking to necessary criticism and iterations 

Ritual Dissent Image courtesy: @FriendlyTester on Twitter 1. Prepare your idea 

Ritual Dissent Image courtesy: @FriendlyTester on Twitter 1. Prepare your idea 2. Present it to the group, who remains silent 

Ritual Dissent Image courtesy: @FriendlyTester on Twitter 1. Prepare your idea 2. Present it to the group, who remains silent 3. Turn your back to group 

Ritual Dissent Image courtesy: @FriendlyTester on Twitter 1. Prepare your idea 2. Present it to the group, who remains silent 3. Turn your back to group 4. Listen, stay silent, and take notes as group discusses your idea, pointing out pros, cons, possible risks, and remaining questions. 

Ritual Dissent Image courtesy: @FriendlyTester on Twitter 1. Prepare your idea 2. Present it to the group, who remains silent 3. Turn your back to group 4. Listen, stay silent, and take notes as group discusses your idea, pointing out pros, cons, possible risks, and remaining questions. Authen0c Dissent 

Can we make 
 it safer? What is the impact? How can you game it? How safe are our metrics? A team exercise 

Can we make 
 it safer? What is the impact? How can you game it? How safe are our metrics? A team exercise Authen0c Dissent 

Making Space with TRIZ A Liberating Structure What must we stop doing to make progress on our deepest purpose? Image Courtesy of The Liberators: https://medium.com/the-liberators/make-space-for-innovation-with-triz-26a3ec162d41 

Making Space with TRIZ A Liberating Structure Steps and Schedule 

Making Space with TRIZ A Liberating Structure Steps and Schedule Authen0c, Less Direct, Future 

Pre-mortems Predict the multiple ways you can fail and then do something about it! 

Pre-mortems Predict the multiple ways you can fail and then do something about it! Authen0c, Future 

⚠ A few words of caution 

Not all dissent is created equal Simulated dissent creates more ideas in support of the original position. Authentic dissent creates more original ideas on both sides of the debate. 

“…experimental studies suggest that 
 benefits disappear once the team is tasked with deciding which ideas to select and implement, presumably because diversity hinders consensus.” https://hbr.org/2017/06/does-diversity-actually-increase-creativity Cognitive diversity doesn’t fix every problem 

Tips for getting started with diverse thinking & dissent 

1. Hire for diversity of thought (along with all of the other things you need) Tips for getting started with diverse thinking & dissent 

1. Hire for diversity of thought (along with all of the other things you need) 2. Focus on inclusion Tips for getting started with diverse thinking & dissent 

1. Hire for diversity of thought (along with all of the other things you need) 2. Focus on inclusion 3. Teach everyone, especially managers, conflict management skills and acHve listening. Tips for getting started with diverse thinking & dissent 

1. Hire for diversity of thought (along with all of the other things you need) 2. Focus on inclusion 3. Teach everyone, especially managers, conflict management skills and acHve listening. 4. Make sure everyone knows why construcHve dissent is important and that it is everyone’s responsibility! Tips for getting started with diverse thinking & dissent 

1. Hire for diversity of thought (along with all of the other things you need) 2. Focus on inclusion 3. Teach everyone, especially managers, conflict management skills and acHve listening. 4. Make sure everyone knows why construcHve dissent is important and that it is everyone’s responsibility! 5. Be an example of what you want to see in others Tips for getting started with diverse thinking & dissent 

1. Hire for diversity of thought (along with all of the other things you need) 2. Focus on inclusion 3. Teach everyone, especially managers, conflict management skills and acHve listening. 4. Make sure everyone knows why construcHve dissent is important and that it is everyone’s responsibility! 5. Be an example of what you want to see in others 6. Reward the desired behaviours when they emerge Tips for getting started with diverse thinking & dissent 

“Silence - not dissent - is the one answer that leaders should refuse to accept. Warren G. Bennis Founding Chairman of The Leadership Institute at the University of Southern California. 

[email protected] @everydaykanban & @55DegreesAB https://55degrees.se http://everydaykanban.com https://www.linkedin.com/in/juliawester/ C O N T I N U E T H E D I S C U S S I O N