Conflict Resolution

Learning Objectives:At the close of this session you will be able to:

• Cite the causes of workplace conflict• State why it is important to resolve

conflict in the workplace• Describe methods of resolving conflict• List the Do’s and Don’ts of workplace

conflict• Describe the steps in a conflict resolution

process

Conflict can be ugly.This training focuses on ways we can work together to resolve conflict in the workplace. It provides information, practical steps and techniques that everyone can benefit from.

Conflict in the Workplace Can Take Many Forms

Bullying

Harassment

Personality Clash

Disagreements

Poor Performance

This guy…

Conflict arises because we:• Have different points of view• Communicate to one another differently• Spend large amounts of time together• Depend on one another to “get the job done”.• Established expectations of one another that are

communicated and then not met.

TEAMWORK[TEEM WURK] n : Cooperative or coordinate effort on the part of a group of persons acting together as a team or in the interest of a common goal.

Although…Conflict does not always have to be negative. When we are able to challenge one another’s ideas in a supportive environment, new ideas are generated and fostered.

IMPORTANT: Remember that conflict is inevitable, but combat is optional.

HEALTHY vs. DAMAGING CONFLICT

Healthy Conflict• Disagreements that

are communicated in a supportive environment that foster the generation of new ideas or ways to problem solve.

• Tension that increases awareness or sheds light on a growing workplace problem.

Damaging Conflict• Name Calling• Personal Attacks• Silent and withdrawn,

afraid to speak up• Cliques, gossip and

rumors• Lack of MUTUAL

RESPECT

It’s Important to Resolve Conflict

Unresolved conflict can be costly. It can lead to:

Lawsuit & ArbitrationPreventable Terminations

Turnover

Lost Productivity

Not to mention

Letting Conflict Fester will…

Cause those not involved to take sides, withdraw and “check out” from work entirely. This lowers morale & puts division in the ranks.

It can lead to violent and aggressive situations where:• You can become injured• The company may have legal risks associated with

violence in the workplace• Work will dramatically slow or halt altogether

In extreme instances…

Methods of Resolving Conflict

The 5 basic methods are:• Competing• Collaborating• Compromising• Avoiding• Accommodating

It’s important to note that there is no one way to resolve a conflict, and often multiple methods will need to be utilized in order to reach a resolution.

INCORRECT.

SORRY.TRY

AGAIN.YAY!

Do’s & Don’ts of Resolving Conflict

Don’t…• Focus on personality traits (they cannot be

changed)• Attack• Interrupt• Disregard the feelings of others• Allow emotions into the conversation• Impose personal values or beliefs

Do’s & Don’ts of Resolving Conflict

Do…• Understand that conflicts are inevitable• Resolve to address conflict quickly• Focus on the problem• Be open to solutions• Listen actively• Acknowledge how the other party is feeling

If Conflict Resolution were a process…Wait. It is!There are six steps to a Conflict Resolution

Process• Clarify what the disagreement is. The goal is to get both sides to

agree on what the disagreement is.

• Establish a common goal. In this step, both sides agree on the desired outcome of the conflict.

• Discuss ways to meet the common goal. Both sides work together to meet the goal that they agreed upon in step 2.

• Determine the barriers to the common goal. In this step, the two parties acknowledge what has brought them into the conflict.

• Agree on the best way to resolve the conflict. Both parties come to a conclusion on the best resolution.

• Acknowledge the agreed solution & determine the responsibilities each party has in the resolution. Both parties own their responsibility in resolving the conflict & express what they have agreed to aloud.

We will never see eye to eye on an everyday basis, but it is how we allow those select days to dictate our future. No two people are the same and it is those differences that make our team great.

Remember: Conflict cannot continue without your participation. If you must participate, become part of the solution.