1. “Friends may come and go, but enemies accumulate.” - Thomas Jones

2. WORKPLACE CONFLICT Happens when a person’s desires are frustrated. Another person threatens your needs. Workplace “violence” is workplace conflict taken to an extreme. Statistics: 500,000 occurrences per year. 1,751,000 days of work missed. Average 3.5 days per incident. Approx. $55,000,000 in lost wages. Conflict is normal, and to be expected. Not all conflict is bad.

3. CAUSES OF WORKPLACE CONFLICT Limited resources. Incompatible goals. Role ambiguity. Different values. Different perspectives. Communication problems. DEALING WITH PROBLEM EMPLOYEES Focus on the problem, not the anger. Do not interrupt or disagree with them. Paraphrase what they say. Acknowledge the anger. Encourage them to work with you in solving the problem. Arrive at a specific solution. Communicate the right message to those involved.

4. BEHAVIORS TO AVOID Becoming angry and responding in kind. Walking away or hanging up the phone. Pointing out that the employee is being rude. Having negative voice tone and/or body language. Trying to diagnose the personal, emotional or psychological problems of employees. Preaching to employees Covering up for employees or making excuses for inappropriate behaviors.

5. REACTIONS TO CONFLICT Competing Collaborating Avoiding Accommodating Compromise. Refer to the exercise workbook and complete: “Conflict Quiz” Discuss: “Carpool Mini-Case”