1. Resolving Workplace Conflict: 4 Ways to a Win-Win Solution By: Dr. Tony Fiore Cameron Wight Nick Layton

2. Conflict is Widespread in the Workplace 3 serious studies showed that 24-60% of management time and energy is spent dealing with anger in the workplace This can lead to: - Decreased productivity - Increased stress among employees - Poor performance - Even violence and deathdeath

3. Causes of Conflict When someone feels taken advantage of - ex. a demanding boss telling employees they must stay late Unrealistic expectations of what their job position really is Values and goal differences in the company, employee goals might conflict with the companies goals

4. Four Steps Managers can Take to Resolve Workplace Conflict

5. Step #1: Good Communication skills Managers need to teach themselves and their employees proper communication skills this includes: – Using “I” statements instead of “You” statements makes the speaker own his or her own feelings and communication – Active listening to employees and giving proper feedback to prove you truly understand what they are saying

6. Step #2: Establish Proper Boundaries Being empathetic and compassionate toward employees while still being professional - Make sure to prove your still in charge, avoid “friend zone” When proper boundaries are not set is when conflict and power struggles arise

7. Step #3: Emotional Intelligence Definition- is one of the most important ideas to hit the business world in recent years. It is based on the notion that the ability of managers to understand their own emotions, and those of the people they work with, is the key to better business performance.

8. Step #3: Emotional Intelligence Con’t. Combine both intelligence and emotions in the workplace Treating employees as real human beings and not just colleagues Being sensitive to employees and understand what their needs are - Make sure to keep boundaries!!!

9. Step #4: Behavioral Consequences for Uncooperative Employees This step is only used for last resort when employee keeps causing conflict Manger sits down with employee and explains what actions the employee needs to change or else there will be consequences. -Manager must try to use the first 3 steps to this process to not cause more conflict

10. Is There Ever a Time For Anger in the Workplace? Anger YES!!! When a manager or employee is not happy they can turn that anger into a positive motivator to make a change. They need to stand up for what they believe in - It is important that this takes place before the anger builds up and a conflict arises.

11. Works Cited "Emotional Intelligence in English - Google Dictionary." Google. Web. 20 Nov. 2010.. Fiore, Tony. "Resolving Workplace Conflict: 4 Ways to a Win-Win Solution." Business Ideas for Small Business and Home Business. Advice, Start-up, Marketing and Management Information and Resources from Business Know- How. Web. 20 Nov. 2010..

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