RESOLVING WORKPLACE CONFLICT

Transcription

1 RESOLVING WORKPLACE CONFLICT Research Administration Conference May 31, 2018 Office of Human Resources Employee Development

2 Agenda Recognize the warning signs of unproductive conflict Take action to prevent situations from escalating Work out the conflict if it does escalate Managing conflict-related stress 2

3 Conflict Is Natural Because people have different: Experiences Points of view Preconceptions Styles Abilities Motivations 3

4 Causes of Conflict Conflicting goals/priorities Differing personalities/ values/interests Scarce resources Mistrust Cultural/Language differences 4

5 Conflict Continuum Dispute Discord Differences 5

6 The Tipping Point At what point do these differences start to have a negative impact on others and the organization? 6

7 7 Development Dimensions International, Inc., MMX. All rights reserved. 7

8 Interaction Process Road Map 8

9 Key Principles - Activity Think about Which Key Principles could help you better resolve conflict? At your table, share with a partner How do your strengths help you communicate more effectively? 9

10 Key Principles to Take Ownership: Empathy and Involvement Acknowledge the emotions people are expressing so that they feel heard and understood and can focus on solutions. (Empathy) Ask open-ended questions to clarify the situation and encourage others to be part of the solution. (Involvement) 10

11 Key Principles to Take Ownership: Esteem, Share, Support Express confidence in people s strengths and their ability to generate solutions. (Esteem) Reveal your candid thoughts and concerns to help people see the importance of resolving the conflict. (Share) Encourage people and offer your support while holding them responsible for resolving the conflict. (Support) 11

12 Stages of Conflict DIFFERENCES DISCORD DISPUTE How skillfully you address the conflict, regardless of its stage, will determine its outcome. Damage or Discovery 12

13 Signs of Escalating Conflict Poor communication Pointed disagreements Lack of openness Negative body language Dissatisfaction Increased stress 13

14 Inflammatory Words and Actions You wouldn t understand. Just forget it. That s policy. It can t be done. That won t work. You just don t get it, do you? People who don t respond to messages. A person who acts like a know-it-all. 14 Development Dimensions International, Inc., MMXII. MMX. All rights reserved.

15 Work It Out 15

16 Analyzing a Conflict Situation Think about: The issues involved. What you want to get out of the situation. How the other person might respond. 16 Development Dimensions International, Inc., MMXII. MMX. All rights reserved.

17 Work It Out Take a Stand Yield 17

18 Conflict Resolutions Styles 18 Development Dimensions International, Inc., MMXII. Source: All rights MedEdPORTAL, reserved. 2018

19 Powerful Questions Activity On your own: Review the Powerful Questions to Build Involvement handout. Discuss at your tables: What questions do you find particularly relevant? Why? In your experience, what questions have you found effective? Be prepared to share with the rest of the group. 19

20 Benefits Resources for Conflict Resolution Issues Resources for both- Managers Telephonic Coaching Articles Management workshops Employees Telephonic Counseling Articles 20

21 21

22 Alone, we can do so little. Together we can do so much. 22 ~ Helen Keller