1. Feedback and Conflict Objective 2.01: Differentiate between positive and negative interpersonal skills in a variety of workplace settings.

2. Conflict is inevitable. Because people come to any given situation with individual ideas, visions, values, and goals, conflict will arise. If handled properly, conflict can move a group to creative solutions that may potentially result in greater outcomes.

3. Characteristics of feedback Constructive –Private –Addresses behavior –Specific –Prompt –Positive –Suggests actions to solve the problem Destructive –Public –Addresses personal characteristics –General –Delayed –Negative –No solutions offered

4. Steps for effectively handling a problem 1.Identify and analyze the problem. 2.Collect and analyze data. 3.Consider possible solutions. 4.Choose the best option. 5.Implement the plan. 6.Observe, evaluate and adjust the plan as needed.

5. Importance of feedback/constructive criticism: a. Prevents costly mistakes/accidents b. Provides opportunity for improving work performance

6. Routes of feedback/constructive criticism: –Oral/verbal –Written performance evaluations –Visual

7. Steps to provide constructive feedback Tact Sandwich technique: –Compliment –Criticism –Compliment

8. Responses to feedback Positive: –Make sure that you understand the feedback. –Identify the solution(s). –Take action. Negative –Defensiveness –Denial –Emotional display

9. “I” Statements I feel _______________________ When you ___________________ Because _____________________ And I want ___________________.

10. Conflict resolution model Define the problem. Suggest possible solution(s). Evaluate the possible solution(s). Compromise. Seek mediation/arbitration if the conflict cannot be resolved.

11. Complaints a. Ask for an informal meeting. b. File a complaint properly; complaint letter. c. Turn to outside agencies.

12. 1.) Wages and hours –Employment Standards Administration (ESA), was the largest agency within the U.S. Department of Labor. Its four subagencies enforced and administerered laws governing legally-mandated wages and working conditions, including child labor, minimum wages, overtime pay, and family and medical leave; equal employment opportunity