1. CHAPTER ELEVEN – MANAGING WORKPLACE CONFLICT

2. INTRODUCTION Conflict in the workplace slows productivity Managers report spending 24-60% of their time dealing with disputes 60% of managers reported violence in workplace –Personality conflicts as leading cause

3. SUMMARY Preventing Workplace Conflict From Getting Out of Hand Resolving Workplace Conflict

4. Preventing Workplace Conflict From Escalating 1.Communication 2.Manage Emotions 3.Define Acceptable Behavior

5. When Conflict DOES Happen: 1.Intervene to Stop The Bleeding 2.Am I positioned to mediate? 3.Understand the Conflict 4.Bring Parties to the Table 5.Uncover and Prioritize Interests 6.Seek Solutions 7.Reach Agreement

6. Summary -Conflict is not a bad thing -Should not be avoided entirely -Establishing boundaries is most important

7. EXERCISE ONE – Where Does The Time Go? a) From the list below, list the amount of time you spend each week on these areas: Conflicts with other supervisors or other departments Acting as mediator during conflicts between other supervisors Conflicts with customers Conflicts with suppliers Conflicts with upper management and superiors Conflicts with subordinates and employees b) Target for improvement any area on the list that takes up a large percentage of your time c) Consider techniques such as trying to see problems from the other partys perspective, examining ones own personality to see how it might add to the conflict, or making expectations clearer and more honest.

8. EXERCISE TWO – Step Into Others Shoes As the mediator or boss, ask the parties involved to swap roles Have them read each others job description, with their managers present to explain their expectations of each worker Instruct them to take up each others job responsibilities and give a thought to meeting that job criteria. Have each party make a suggestion based on the other persons point of view.

9. Bibliography/References Mike Myatts 5 Keys of Dealing with Workplace Conflict - http://www.andrewis.com/mbabook/ch10_article_1.pdf http://www.andrewis.com/mbabook/ch10_article_1.pdf The Key to Collaboration Is to Accept and Manage Conflict by David Tarantino. – http://www.andrewis.com/mbabook/ch10_article_2.pdfhttp://www.andrewis.com/mbabook/ch10_article_2.pdf Where Does the Time Go? Exercise - http://www.andrewis.com/mbabook/ch10_article_3.pdf http://www.andrewis.com/mbabook/ch10_article_3.pdf Step into Others Shoes Exercise - http://www.andrewis.com/mbabook/ch10_article_4.pdf http://www.andrewis.com/mbabook/ch10_article_4.pdf