Identifying and Managing Workplace Conflict Presented by: Candice Gottlieb-Clark, President Dynamic Team

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1 Identifying and Managing Workplace Conflict Presented by: Candice Gottlieb-Clark, President Dynamic Team

2

3 HOUSEKEEPING CREDIT QUESTIONS TOPIC

4 HOUSEKEEPING Certificates delivered by no later than 2/18/17 Be watching using YOUR unique URL for login Stay on the webinar, online for the full 60 minutes. The use of this seal confirms that this activity has met HR Certification Institute's (HRCI ) criteria for recertification credit pre-approval. Recertification Credit Hours Awarded: 1 Specified Credit Hours: HR (General) recertification credit hours toward aphr, PHR, PHRca, SPHR, GPHR, PHRi, SPHRi recertification through HR Certification Institute's (HRCI ). For more information about certification or recertification, please visit the HR Certification Institute website at Recertification Credit Hours Awarded: 1 Specified Credit Hours: HR (General) recertification credit hours toward aphr, PHR, PHRca, SPHR, GPHR, PHRi, SPHRi recertification through HR Certification Institute's (HRCI ). For more information about certification or recertification, please visit the HR Certification Institute website at

5 Today s Presenter Candice Gottlieb-Clark President of Dynamic Team Solutions (formerly Mediating Solutions), an organization whose mission is to improve leaders, strengthen teams and enhance the functionality of your business. Master s Degree in Counseling and Certified in the fields of Counseling, Mediation, and Executive Coaching. A frequent speaker and writer on topics of leadership, teamwork, and workplace relations. She has a blog and has been published in multiple professional and online journals. Find us at

6 Agenda Underlying Components of Conflict Identifying Workplace Conflict Steps to Take Action the role of H.R.

7 Survey What do you consider to be the fundamental cause of workplace conflict? 1. Poor Communication 2. Workplace Stress 3. Unhealthy Relationships 4. Personal issues and baggage

8 What s Behind the Conflict? Research indicates 60-80% of all difficulties in organizations stem from strained relationships between employees, not from deficits in individual employee s skill or motivation. Daniel Dana, Managing Differences: How to Build Better Relationships at Work and Home (2005)

9 What is Workplace Conflict? A state of opposition between persons or ideas or interests Common Problems Personality differences Power struggles Harassment Bullying or intimidation

10 What Triggers the Conflict?

11 What Triggers the Conflict?

12 Responses to Conflict Fight or Flight

13 Conflict Style and Behaviors Confrontational Demonstrative Mood Vocal Demanding Reactive Intimidate

14 Conflict Style and Behaviors Avoidant Quiet Anger Gossip Hold a Grudge Passive-Aggressive Manipulate

15 How can conflict be identified? Early Stages What s happening? Arguments or outbursts Avoiding or not speaking to someone Complaints about situation Changes in behavior Alcohol consumption Increased absenteeism Who would know? Those involved Witness to an argument Family and friends

16 How can conflict be identified? What s happening? Prior behaviors and: Productivity impacted Exclusionary actions Depressed/sullen Nervous behaviors Complaints increase Mid Stages Who would know? Those involved Witnesses Family and friends Co-workers Direct supervisor With each advancing stage, problems grow, fester, and damage spreads, affecting morale/turnover/etc.

17 How can conflict be identified? What s happening? Prior behaviors and: Stress/health issues Aggressiveness Increased Mood Swings Complaints decrease Comments about quitting, suing or retaliating Advanced Stages Who would know? Those involved Witnesses Family and friends Co-workers Direct supervisor Human Resources

18 Impact of Unresolved Conflict Internal (hidden) External (exposed)

19 Conflict Resolution and HR How does your staff view Human Resources? An arm of the Legal Department The policy Police An approachable source for help

20 Challenges to Consider Reputation Trust Neutrality Confidentiality Time Requirements Skill set Conflict Manager

21 Taking Action Preventative Measures Keep HR reputation strong Develop a conflict resolution plan Policy and procedures clear and understood Train staff Incentivize reporting of problems Provide forum for addressing concerns

22 Taking Action Early Stage Determine how long problem has been occurring Find out the impact on persons involved Inform them of options Get their input Follow-up

23 Taking Action Mid Stage Prior steps and: Empower them to resolve the issue Train Coach Role-play Facilitate their discussion Intervene on their behalf

24 Taking Action Advanced Stage Prior steps and: Investigate the Issues Demonstrate interest in bringing change Involve legal Resolve Conflicts Address the Aftermath (Department-Wide Issues)

25 Who needs to be Involved? Human Resources Executives Managers Employees

26 Conflict Resolution and HR How does your staff view Human Resources? An arm of the Legal Department The policy Police An approachable source for help

27 QUESTIONS Please enter any questions you may have into the Questions section of the GoToWebinar panel that appears on your computer screen.

28 HOUSEKEEPING Certificates delivered by no later than 2/18/17 Be watching using YOUR unique URL for login Stay on the webinar, online for the full 60 minutes. The use of this seal confirms that this activity has met HR Certification Institute's (HRCI ) criteria for recertification credit pre-approval. Recertification Credit Hours Awarded: 1 Specified Credit Hours: HR (General) recertification credit hours toward aphr, PHR, PHRca, SPHR, GPHR, PHRi, SPHRi recertification through HR Certification Institute's (HRCI ). For more information about certification or recertification, please visit the HR Certification Institute website at Recertification Credit Hours Awarded: 1 Specified Credit Hours: HR (General) recertification credit hours toward aphr, PHR, PHRca, SPHR, GPHR, PHRi, SPHRi recertification through HR Certification Institute's (HRCI ). For more information about certification or recertification, please visit the HR Certification Institute website at

29 Team Building Executive Coaching Group Facilitation Mediation / Conflict Resolution Training and Retreats Keep In Touch and Informed Tips, Info, Updates Complimentary 1-Hour Consultation (10 spots)

30 Ascentis Performance Tuning Ascentis Performance Tuning: Mobile-interface Tune performance on-demand Notify employees when they need to be engaged. No-training required Employees can update accomplishments and rate themselves. Manage goals, development plans, accomplishments, feedback, and evaluations.

31 Free live webinars monthly Free HRCI, SHRM, and APA credits All webinars recorded and posted to website for free viewing. Upcoming Webinars Jan. 24, 2017 Workplace Violence: Does Your Company Have a Fighting Chance? Feb. 2, 2017 The High Cost of Getting Even: Understanding and Preventing Retaliation Claims Feb. 9, 2017 Zap The Gap! Keeping Millennials & Other Generations Engaged Feb. 15, 2017 Employee Retention for the Long Term Training for the Marathon

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