Conflict In the Workplace: Manage it and Move on. Facilitator: Karen Harold

Transcription

1 Conflict In the Workplace: Manage it and Move on Facilitator: Karen Harold

2 The purpose of this workshop is to help you discover productive methods of handling conflict personally and professionally.

3 Objectives Understand the nature of conflict and your preference for resolving it Manage your expectations with working with others Identify the most effective constructive communication techniques Learn 8 steps for conflict resolution

4 Conflict cannot survive without your participation. Wayne Dyer

5 Advantages & Disadvantages 1. Individually take a few minutes to create a list of advantages and disadvantages related to personal and professional conflict. 2. In a group of 3-4 people, take 10 minutes to create a team list which includes all entries from each team member. No need for agreement, just create full lists.

6 Advantages / Disadvantages Reveals issues Opportunity for communication Creates opportunities for collaboration Disagreements can strengthen bonds Challenges assumptions???? Emotionally draining Hurts relationships Reduces productivity in the workplace Health implications Creates distrust

7 What is Conflict? Conflict is a disagreement through which the parties involved perceive a threat to their needs, interests or concerns. It is typically long term with deeply rooted issues that are seen as non-negotiable. A dispute is a short-term disagreement, however if left unchecked it can develop into a conflict. Fight Disagreement Difference of opinion

8 Is conflict caused by individuals or by relationships? Both! Conflict is inevitable and we need to learn to address it in a professional and productive manner. We are responsible for our own contribution to conflict.

9 Workplace Conflict Organizational conflict, or workplace conflict, is a state of discord caused by the actual or perceived opposition of needs, values and interests between people working together. Misunderstandings Differences of opinion Personality differences Competition Lack of respect for authority Refusal to cooperate Differing values & goals

10 How do I choose to deal with Conflict? Respond or React? (What s the difference?)

11 Reacting Reacting is a spontaneous action to a person or situation without much thought of the consequences.

12 Responding Responding requires conscious processing of events before taking action. There is recognition that there are other possibilities and methods to settle differences.

13 Conflict Responses/Reactions Avoid others Pretend to agree Change the subject Find common ground Attempt at understanding the other s point of view Work towards solution Mediate Play the victim/martyr Give in or Give up Apologize Whine or complain Fight!

14 Partner Up Share with a partner a situation where you reacted and what the consequences were. Then share what you might do differently in the future and why. Each person gets 5 minutes total

15 Emotional Expression versus Suppression Emotions and feelings significantly influence how people deal with conflict. It s important to acknowledge your feelings and deal with them honestly and directly. Express your thoughts and feelings in a nonconfrontational way using I language. Stuffing your feelings (suppression) can exacerbate the conflict and manifest itself in unhealthy ways.

16 Anger A person s learned internal experience that responds or reacts to the adverse behavior of others.

17 Anger Styles Stuffers: Pushes emotions down in order to avoid feeling them. Withdrawers: Internalizes and pulls away from any issues. Blamers: Express their anger by blaming other people for their problems.

18 Anger Styles Exploders: When tensions build person explodes episodes may include yelling and violent behavior. Triangulator: This passive-aggressive styles involves another person to direct anger at someone else.

19 Anger Styles Problem Solver: Listens to concerns and appropriately communicates in order to achiever a workable outcome.

20 Anger Styles Withdrawers Stuffers Blamers Exploders Triangulators Problem Solvers

21 Conflict Resolution Styles Avoidance Accommodate Compromise Collaborate Compete What style do you use the most?

22 How can I resolve conflicts? 1. Identify what the core issue is. 2. Communicate your concerns to the other party in a respectful manner. 3. Listen with empathy. 4. Identify common ground, if any. 5. Strategize approaches to resolve conflict. 6. Be compassionate and understanding. 7. Follow through. 8. Let it go.

23 Additional Strategies Give yourself a time-out Organize your thoughts (what is the real issue?) Reflect on discussion before responding Maintain a calm attitude Be resolution oriented

24 Scenarios/Role Play In your work group, create/recall a current or recent conflict within the workplace that took place between two people Give brief background of situation (change names to protect the guilty) Role play the destructive process (5 minutes max) With group propose construction resolution strategies that could make a difference!

25 Action Plan Describe at least two ways you will use the skills gained in this session to approach conflict resolution techniques. How will you know if you made progress? How can that progress be measured?

26 I Am Conflict. Do you tend to respond the same way in all conflicts?

27 Thank You! Karen Harold, Conflict Resolution Specialist