Professional Documents
Culture Documents
Conflict Management
Conflict Management
Table of Contents
I. Determining the current level of conflict level in my work life (self-assessment)
II. Determining my conflict style (self assessment) III. Resolving a conflict with one other person IV. Resolving a group conflict. V. Supervisors role in resolving employee conflict
Conflict is the result of differing perceptions, assumptions, and/or values. What is conflict resolution? Conflict resolution is a process of working through opposing views in order to reach a common goal or mutual purpose
Conflict Style
Not only is it important to know what relationship or situation is causing conflict in our life, but it is also important to look at how we normally resolve conflict (our natural inclination).
We must then decide whether we are satisfied with our current approach or if we would like to change it in some way to improve our effectiveness at conflict resolution.
Style Explanation
As you discovered through the conflict resolution assessment, our natural inclinations usually place us into one of these styles.
Style Explanation
Avoiding Style (-,-)
If I ignore the problem, it will go away If I confront the problem, I may hurt someones feelings Why bother it wont change anything
Accommodating (-,+)
Its easier to just give in and give them what they want You will be better liked if you just agree By letting the other person win this time, you will win next time you have to pick your battles.
Style Explanation
Compromising Style (-,-)
Its only fair because then neither of us get what we want. Both parties are on an even playing field We can choose to give up something we really dont need, thereby winning.
Im right and youre wrong There is only one solution
We can find a solution that works for both of us. By asking the other persons perspective, I can understand them. Once we find a common ground, we can work from there.
Conflict Style
If you find yourself adopting a conflict style that youre not happy about
1. 2. Analyze why you have adopted that style. Develop some simple action steps that will help you break your habit.
One-to-one Conflict
Step 1:
The Approach
When you are ready to approach the other person remember to:
Go in with the right attitude Send positive non-verbal signals Focus on the real issues Pay attention to communication style
Your Attitude
Your desire to win, punish, or control Your desire that everything be fair Your assumption that it wont work Your tendency to think in black and white, right or wrong Your determination to be right.
A willingness to work at this An understanding that perception is reality both for you and those around you. A willingness to learn from the situation A willingness to see and acknowledge your own contribution to the problem.
Feelings
Dont ignore or fail to acknowledge Feelings make relationships enjoyable and difficult conversations difficult (cant have one without the other!)
Identity
Must face ourselves as well as other person Am I competent?; Am I a good person?; Am I worthy of love?
Communication Tips
Avoid you statements Focus on behavior, not employee Focus on actions, not intent Be descriptive and specific (bring data) Practice active listening skills Ask open and closed questions to clarify points
Step 2:
Be Timely:
talk to the other person while the issues are still current
Anger and negative feelings tend to fester if not dealt with quickly!!
Step 3:
3 Golden Rules
1. Everyone tells it like they see it. 2. Get everything on the table. 3. Focus on the future.
No interruptions No yelling Time limit on certain topics of discussion Words to avoid Agreement on what to do if you cant agree ahead of time
2. Communicate understanding.
3. Explore alternative solutions. 4. Agree on most workable solution. 5. Evaluate after time.
2. Communicate Understanding
Listen to really understand the other persons feelings, needs, Reflect back. Explain how you see the problem after you have heard them.
Be nonjudgmental of others ideas. Examine the consequence of each solution. Think and talk positively.
Get together after some time and see how the new arrangement is working for both parties
Meeting Conflict
1. If you sense a spoken or unspoken conflict in a meeting over an issue, address it. There seems to be some disagreement over this issue. Can we take a few minutes to clarify the issue. Clarify the conflict. O.K. so there seems to be some disagreement over. Decide if there is time to deal with it today or if another meeting needs to be set up to give it full attention. Since this seems to be quite an important issue and we dont have much time today. Lets agree to meet again to discuss it further. Can we meet on. If another meeting is necessary, assign responsibility for gathering more information on the subject to staff. Sue, can you please research information on. And Diane can you please check on that State mandate. Insist employees let it go until the next meeting. We have a lot of other issues to discuss today so lets free our minds of this issue until the set meeting and move on.
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Group Resolution
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Looking for ways to reduce and prevent conflict in your work area Handling conflict as a third party Handling grievances as they come to you
Be a Good Leader
Set a good example Communicate clear standards Set ground rules Provide clear rationale for decisions Ensure employees have resources and training to do their jobs Get to know your employees
Be a Good Leader
Conduct performance counseling Assist employees who have performance problems
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