9/29/2014. Resolving Workplace Conflicts. Did you know. Program Objectives

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1 Resolving Workplace Conflicts Kay Burky, SPHR SVP-Change Management Specialist Senior Project Manager Donna Giovinazzi Regional Training Manager Did you know 85% of employees at all levels experience conflict to some degree 60-80% of all difficulties in the workplace stem from strained relationships U.S. employees spend 2.8 hours per week dealing with conflict The typical manager spends 25-40% of her time dealing with workplace conflicts Source: CPP Global Human Capital Report Program Objectives Enhance communication skills Understand the price we pay for resolving workplace conflicts either by autocratic or permissive means Learn a six-step method for resolving workplace conflicts Reduce stress associated with workplace conflicts Establish win-win relationships 1

2 Definition of Conflict Conflict: A strong disagreement between people or groups; a difference that prevents agreement (Merriam-Webster) Examples of workplace conflicts include: Disagreement between employees Co-worker eats lunch at his/her desk and the food aroma interferes with productive work time of others Two co-workers need the same conference room at the same time Results of Unresolved Workplace Conflicts Strained relationships Stress, frustration, anxiety Loss of productivity Loss of sleep Absenteeism Employee turnover Source: Centre for Conflict Resolution International Identifying Workplace Conflicts Conflicts Real and Concrete Effects Conflicts of Needs Conflicts of Values My co-worker wants to schedule time off the same time I was planning time off Two people in the same department can t be off at the same time X My co-worker uses language I find offensive None X 2

3 Method I and Method II Method I and Method II Resentment You Win Other Loses You Lose Other Wins Resentment Method III Mutual You Win Mutual Respect Other Wins What are? 3

4 What are? Reveal who we are Reveal what we are feeling Are self-disclosing What are? Reveal who we are Reveal what we are feeling Are self-disclosing I m troubled that the conference room got double-booked, especially since I reserved it over a month ago. Active Listening What is Active Listening? 4

5 Active Listening What is Active Listening? Attending behaviors Acknowledging feelings Paraphrasing content Active Listening What is Active Listening? Attending behaviors Acknowledging feelings Paraphrasing content You re frustrated because we don t have enough conference rooms to meet everyone s needs. Six-Step Conflict Resolution Model Pre-Step: Set Stage 6. Check Results 1. Define Problem (Need) 5. Implement and Active Listening 2. Brainstorm s 4. Choose 3. Evaluate s 5

6 Distinguishing Needs from s Message Proposed Apparent Need Terry s project requires deep concentration so she closes her office door Ken needs to pick up his child from daycare so he leaves work early most days Beth has some unexpected personal expenses so she asks her manager to consider her first for overtime opportunities Distinguishing Needs from s Message Proposed Apparent Need Terry s project requires deep concentration so she closes her office door Close office door Ken needs to pick up Leave work early his child from daycare so he leaves early most days Beth has some unexpected personal expenses so she asks her manager to consider her first for overtime opportunities Give Beth more OT Distinguishing Needs from s Message Proposed Apparent Need Terry s project requires deep concentration so she closes her office door Close office door Ken needs to pick up Leave work early his child from daycare so he leaves early most days Beth has some unexpected personal expenses so she asks her manager to consider her first for overtime opportunities Give Beth more OT Quiet work time Have child picked up by 4:00 Money to pay unexpected expenses 6

7 Six-Step Conflict Resolution Model Pre-Step: Set Stage 6. Check Results 1. Define Problem (Need) 5. Implement and Active Listening 2. Brainstorm s 4. Choose 3. Evaluate s Let s Practice The Money Conflict You are involved in a non-profit organization and at the end of the year have a $1500 surplus. A committee was formed and they made the decision to throw a celebration rent a place, hire a DJ, serve great food, etc. The rest of the group does not like the idea and would rather donate the excess funds to a local charity. Six-Step Conflict Resolution Model Pre-Step: Set Stage 6. Check Results 1. Define Problem (Need) 5. Implement and Active Listening 2. Brainstorm s 4. Choose 3. Evaluate s 7

8 Defining the Problem Needs of the Party Group Have fun Do something as a group Get rewarded for their hard work Recruit new members Needs of the Charity Group Help others Share, be generous Use money for something permanent Demonstrate to the community your organization is doing something substantive and positive Six-Step Conflict Resolution Model Pre-Step: Set Stage 6. Check Results 1. Define Problem (Need) 5. Implement and Active Listening 2. Brainstorm s 4. Choose 3. Evaluate s Benefits of Using Method III Increases motivation for both parties to carry out a solution they have participated in making Fosters trust Enhances problem-solving abilities When creative thinking of both parties is utilized, often a very unique solution emerges Productive conflict fuels innovation and breakthrough results Promotes collaborative relationships 8

9 Leader Effectiveness Training Dr. Thomas Gordon s L. E. T , ext. 308 Michelle Adams, Vice President michelle.adams@gordontraining.com 9