Conflict andNegotiation

“Whenever you’re in conflict with someone, there is one factor that can make the difference

between damaging your relationship and deepening it.

The factor is attitude.”William James

Conflict

Conflict: disagreement or tension between two or more parties (individuals or groups)O A perceived threat to one’s

needs, interests, or concernsO Individuals are looking at a

situation from different perspectives

Conflict and Emotions

O Emotions make it difficult to logically resolve an issueO Remain calm and unemotionalO Acknowledge hurt feelings or angerO Do not let the anger or hurt

dominate your responseO Look for facts and feelingsO Identify where communication broke

down

Resolving ConflictBasic Rules

1. Resolve in person when possible2. Remain calm and unemotional3. Be silent and listen4. Try to view the disagreement from

the other person’s perspective5. Explain your position and offer a

solution6. Come to a solution

O If the conflict negatively affects your performance:O Document the offensive behaviorO Seek assistance within the companyO If necessary, seek outside assistance

Conflict Management Styles

O Forcing conflict management style: deals with issue directly, trying to get your way

O Avoiding conflict management style: offense is ignored

O Accommodating conflict management style: allow other party to have his/her way without knowing there was a conflict

O Compromising conflict management style: both parties give up something of importance to arrive at a mutually agreeable solution

O Collaborating conflict management style: both parties work together to arrive at a solution without having to give up something of value

BehaviorsO Assertive behavior: standing up

for your rights without violating the rights of others

O Passive behavior: consistently allowing others to have their way, avoiding conflict

O Aggressive behavior: standing up for your rights in a way that violates others’ rights

Harrassment Sexual Harassment: Unwelcomed

sexual advances, requests for sexual favors, or other verbal or physical conduct of a sexual nature.

O Types of sexual harassment:O Quid pro quo (this for that): employment

decisions or expectations are based on employee’s willingness to grant sexual favors.

O Hostile Work Environment: any behavior of a sexual nature that is offensive, intimidating, or hostile.

O Harassment can occur between:O Boss/employeeO Man/womanO Woman/womanO Man/man

Protected ClassesO RaceO ColorO National OriginO AncestryO ReligionO Age (Over 40)O Marital StatusO Genetic

Characteristics

O SexO Sexual

OrientationO Gender IdentityO Gender

ExpressionO Medical ConditionO Physical and

Mental DisabilityO Veteran Status

Harassment BehaviorO Verbal—suggestive comments or

jokes, sexual propositions or statements, inappropriate humor, threats, remarks about physical attributes and/or dress, name-calling, patronizing terms, verbal abuse

O Written--inappropriate letters or e-mails, text, Twitter

O Visual—staring at an individual’s anatomy, leering, obscene gestures, derogatory posters, cartoons, or drawings, computer displays

O Physical—touching, hugging, kissing, pinching, flirting, assault, impeding or blocking movement with normal work, brushing against, patting, requiring sexually suggestive clothing

Reasonable Person Standard

O Courts evaluate complaints by asking: “How would a ‘reasonable person’ of the same sex as the complainant view such behavior?”

Third Party

O Report observed harassment or discriminationO Not reporting can lead to discipline/discharge

Employee RightsO Harassment Free WorkplaceO Equal Employment Opportunity

Commission (EEOC) - federal agencyO Department of Fair Employment and

Housing - state agencyO Employee unions O Unlawful to retaliate against anyone

who files a claim, even if claim is without merit

Workplace ViolenceWarning Signs

O Be aware of your surroundingsO Keep work area and access well-litO Request an escort to your car if

necessaryO Keep emergency phone numbers

posted in visible areasO Report suspicious behavior or

situationsO It is better to be safe than sorry

Workplace BulliesO Workplace Bullies: employees who are

behaving in an offensive, humiliating, or intimidating mannerO Workplace incivilityO Bullying and incivility are inappropriate in

the workplace

Know Your RightsO Legal right to work in an environment free from

harassment, discrimination, and hostilityO Share concerns with supervisor and exhaust

internal remedies before going to government agencies:O State’s Department of Fair Employment and

HousingO Equal Employment Opportunity CommissionO State Personnel BoardO Department of Labor/Labor CommissionO Department of Justice

Resolving Conflict At WorkO Resolve directly

with other individual

O If unresolved, inform immediate supervisor

O If situation worsens, formally file a complaint with the HRM department

O Seek assistance from an outside source

Immediate Supervisor

Human Resource Department

Outside Agency or Private Attorney

Coworker

Coworker

Figure 12-1

O Union Terms:O Shop Steward: a coworker who is very

familiar with the union contract and procedures available to assist you in resolving a workplace conflict

O Grievance: a problem or conflict that occurs in a unionized workplace

O Grievance Procedure: formal process of resolving a union-employer conflict

Conflict Under A Union Agreement

Workplace ViolenceO Employee Assistance Program

(EAP): a benefit offered by many employers that provide free and confidential psychological, financial, and legal adviceO If you are experiencing a stressful

situation at work or home, take advantage of this benefit

You are entitled to a safe work

environment!