1. CACUBO Winter Workshop Indianapolis, IN February 18, 2014 Thresette Briggs, SPHR, CPS President, Performance 3 © 2013 Helping Leaders and Teams Resolve Conflict

2. ©2013 Helping Leaders and Teams Resolve Conflict

3. Objectives: ©2013 1 2 3 Assess the level of conflict in your organization & potential causes. Practice the C.O.N.F.L.I.C.T technique for healthy conflict-resolution. Outline steps to implement C.O.N.F.L.I.C.T. in your organization. Helping Leaders and Teams Resolve Conflict

4. ©2013 Helping Leaders and Teams Resolve Conflict The Cycle of Conflict

5. © 2013 6 Primary Causes of Organizational Conflict Helping Leaders and Teams Resolve Conflict 1. Conflicting Resources 2. Conflicting Styles 3. Conflicting Perceptions 4. Conflicting Goals 5. Conflicting Pressures 6. Different Personal Values

6. © 2013 Assess Conflict on your Team Helping Leaders and Teams Resolve Conflict ACTIVITY

7. © 2013 Organizational Conflict Can Cause: Helping Leaders and Teams Resolve Conflict Stress, frustration & anxiety Loss of sleep Strained relationships Greivances & litigation Presenteeism Employee turnover Loss of productivity Absenteeism Sabotage Injury and accidents Disability claims Sick leave The Cost of Conflict Centre for Conflict Resolution International

8. © 2013 Healthy Conflict Resolution is Productive! 1.Increased participation. 2.Better information. 3.Better choices. 4.Reduces anxiety. 5.Encourages collaboration. 6.Increases understanding. Helping Leaders and Teams Resolve Conflict

9. © 2013 The C.O.N.F.L.I.C.T. Technique For Healthy Conflict Resolution Part 1 C – Communication O – Observe N – Neutralize F – Frame Helping Leaders and Teams Resolve Conflict Part 2 L – Link I – If/Internalize C – Collaborate T – Train

10. © 2013 Practice C.O.N.F.L.I.C.T. Technique SCENARIO 1 – Team member Arguments You are the supervisor of your department and have just returned from a family vacation. The minute you get to work, team members come to you telling you there were several arguments in the department while you were on vacation. Three employees have been involved in a continued argument over an assignment they’re working on and have been taking their stress out on each other (they used to be good friends). What started out at as just talking about the situation, has grown into a continued argument, with no resolution in sight. The 3 employees perform a vital function on your team and since the disagreements started a month ago, they haven’t been fulfilling their job requirements. Productivity is going down and the conflict is taking its toll on the other team members. 1. Using the C.O.N.F.L.I.C.T technique, what is the first thing you would do? 2. What parts of C.O.N.F.L.I.C.T. ™ will you use, and why? 3. What are the specific steps will you take to address this situation long-term? Helping Leaders and Teams Resolve Conflict

11. © 2013 Practice C.O.N.F.L.I.C.T. Technique SCENARIO 2 - But You Never Told Me As supervisor, you are conducting the annual performance evaluations for your department. You are meeting with one team member and you express that he/she is doing good work, and is professional and courteous to co-workers. You also indicate that there are some areas of improvement needed including: taking too much time for lunch (more than allotted time), coming to work late and leaving early. The team member is surprised and says that these things were never a problem before, so why are they now? The team member also tells you that she/he stays later if he/she is late for work. You explain that these issues have been discussed with the entire team in past staff meetings – the topics of being punctual, and not abusing flexible scheduling in the department, and thought your message was clear. The team member storms out of the performance evaluation saying how unfair you are. 1. What parts of the C.O.N.F.L.I.C.T. ™ technique will you use, and why? 2. What are the specific steps will you take to address this situation long-term? Helping Leaders and Teams Resolve Conflict

12. © 2013 C.O.N.F.L.I.C.T. Technique Steps for Your Organization Helping Leaders and Teams Resolve Conflict

13. ©2013 What Questions Can I Answer? Helping Leaders and Teams Resolve Conflict Thresette Briggs, SPHR, CPS President, Performance 3 LLC thresette@bestperformance3.com www.bestperformance3.com 317.403.5653 @Performance3 Performance 3, LLC Thresette Briggs

14. THANK YOU! Helping Leaders and Teams Resolve Conflict