2SourcesN.B for internal use not for printing, reproduction, publishing or distributionLearning Tools – Mastering HR Organizational Effectiveness, University AllianceCommunicate Effectively, Lani ArredondoResolving Conflicts on the Job, Bill Withers & Jerry Wisinski
3Learning Objectives Accept conflict as natural Discover your own perceptions and attitudes about conflictUnderstand how conflict develops in relationshipsDetermine your style and the different styles of conflict managementLearn how to prepare for a difficult conversation
4What is Conflict?A competitive or opposing action of incompatibilitiesAntagonistic state or actionMental struggle resulting from incompatible or opposing needs, drives, wishes or external or internal demandsHostile encounter
6MythsConflict at work always means that there is something seriously wrong with the organization.Conflict means communication has come to a halt.If avoided, conflict will eventually go away.All conflicts can be resolved.Conflict always results in a winner and a loser.
7Truths Conflict will occur. Most conflicts can be managed. Conflict can help build relationships.Conflict can be a tool for personal development
8Some Positive Outcomes from ConflictCreates changeBrings issues to surfaceCan help reduce tensionHelps get the work doneGets new ideas on the tableMakes change happen
9Some Negative Outcomes from Conflict People continue to avoid conflictHurt feelingsThings said in anger can have a lasting impactLack of respectLack of teamworkChange not occurring or happeningPotential violence
10Overview Conflict is natural in almost every relationship. It is a matter of time.The key is to understand where the conflict comes from.Conflict can be a positive thing in organizations.It can spark change and creativity if successfully addressed.It can be negative if not addressedor recognized.
11Potential Areas of Disagreement Scarce resourcesJurisdictional ambiguitiesCommunication breakdownsPersonality clashesPower and status differencesGoal differencesCultural differencesvalues
12Effects of Disagreement Communication misfiresConflict among team members and among teams within the organizationLack of clarity in prioritiesLack of trust in each otherLack of trust in managementReduction in productivityReduction in creativity and innovation
13Conflict Management styles There are five conflict managementstyles:CompetingAccommodatingAvoidingCollaboratingCompromising
14Conflict Management styles CompetingAssertive and uncooperative,an individual pursues his/her ownconcerns at the otherperson’s expense.
15Conflict Management styles AccommodatingUnassertive and cooperative – thisis the opposite of competing.When accommodating, an individualneglects his/her own concernsto satisfy the concerns of theother person.
16Conflict Management styles AvoidingUnassertive and uncooperative – thisindividual does not immediatelypursue his/her own concerns or thoseof the other person.
17Conflict Management styles CollaboratingBoth assertive and cooperative – this isthe opposite of avoiding. Collaboratinginvolves an attempt to work with theother person to find some solutionwhich fully satisfies the concernsof both persons.
18Conflict Management styles CompromisingThis style is an intermediate in bothassertiveness and cooperativeness.The objective is to find someexpedient, mutually acceptablesolution which partially satisfiesboth parties.
19You’ve got to love your people more than your position
20In preparing for a difficult conversation, it takes strength, emotional intelligenceand maturity to look at the otherperson’s perspective, point-of-view,and side in the conflict.
21Why Have Difficult Conversations? You’ll reduce your anxiety and get better resultsYou’ll identify barriers to effective communicationYou’ll understand and express complex thoughts and feelings productivelyYou’ll simply solve problems – amicably
23Difficult Conversation Steps to prepare for aDifficult Conversation1. Stop arguing about who is right.Explore each other’s stories.
24Difficult Conversation Steps to prepare for aDifficult Conversation2. Abandon blame. Sort out andmap the contribution system.
25Difficult Conversation Steps to prepare for aDifficult Conversation3. Do not assume, act based on facts.
26Difficult Conversation Steps to prepare for aDifficult Conversation4. Ground your pride. Ask yourself whatis at stake?
27Difficult Conversation Steps to prepare for aDifficult Conversation5. Create a Learning Conversation
28Wrong Reflexes What to avoid? Writing memos instead of talking Withholding needed informationNot returning messagesDelaying giving required supportContinue/…next page
29Wrong Reflexes What to avoid? Getting others to take sides Shouting ThreateningUndermining the opponent’s reputationNervous gesturesClosed body postureTense facial expressions
30Importance of Sense of Humor in the work place – basic “fun”damentals Laugh with people, not at themLighten up. Don’t take yourself too seriouslyThink with a sense of humorAdopt a fun and playful attitudePlan to have a good time every single dayHelp others see the lighter side of things
31Conflict Resolution Skills There are three ways to resolveany conflict:Power contestsRights contestsInterest reconciliation
32Leadership & Conflict Resolution AutocraticDemocraticDegree of authorityused by the leaderDegree of authorityallowed followersTELLSELLPARTICIPATEDELEGATELeader makesthe decision;announces it.Leader presentsthe decision;invitesquestionsLeader presentsthe problem,gets input andmakes the decisionLeader defineslimit, permitsfollowers to makethe decision
33Relationships are the glue that holds team members together.
34Valuable Tips Seek to understand the other person’s point of view before you explain yours.Try to arrive at a common goalBuild on areas of agreementClearly state your desire to find asolution that will work for all involvedDepersonalize the conflictAvoid blaming, accusatory andinflammatory commentsAsk yourself if this is the time and placeto pursue an issue of conflictSee conflict as a disagreement about goals,ideas, and methods, rather than apersonality or style conflict.
35Valuable Tips Use a third-party negotiator when you are unable to practice cooperative problem solvingListen to other people’s concerns.Before meeting about a conflict, visualize theconflict resolved in the best way for all parties.Provide motivation for people involved in on-goingor recurring conflicts to resolve their differences.Always focus on reaching win/win solution.
36The end on Conflict Resolution Again, conflict is naturalIt occurs in all relationshipsThe key is how to recognize it, deal with it, and harness it for change and successIt starts with recognizing your own reactions to conflict and how you can better deal with others and their reactions to conflict for resolution
37People don’t care how much you know, until they know how much you care.