LEAD CONFLICT RESOLUTION 2012 Joanna Roop TOPICS OF DISCUSSION 2 Become more aware of signs of workplace conflict Recognize the negative impact conflict has on you, your organization, and others Recognize that you have a responsibility to resolve conflicts when they occur Learn and practice a C.A.L.M. approach to conflict resolution C.A.L.M. 3 Four steps: Clarify the issue Address the problem Listen to the other side Manage your way to resolution
4 Conflict is inherently bad and unhealthy. 5 Conflict doesn t occur that often in the workplace. 6 Conflict is always a matter of right vs. wrong.
7 Conflicts are the result of clashing personalities. 8 Conflict is most prevalent in crisis situations. 9 Most conflicts resolve themselves over time.
10 People usually know when they ve disturbed someone else. 11 Conflicts only impact the disputing parties. 12 Resolving employee conflict is management s responsibility.
13 Conflicts continue mostly because of stubbornness and a lack of caring. 14 VIDEO Take notes on page 5 of your workbook. ONE VIEW OF CONFLICT 15 Conflict is inevitable, but combat is optional. ~Max Lucado, theologian
COMMON CONFLICT RESPONSES 16 Avoidance Maybe the problem will just go away. Poor me Anger Revenge Complain to anyone within earshot, except the person you have the problem with. Emotional outbursts that make everyone uncomfortable and solve nothing. Find ways to disturb the person who has disturbed you by getting even or even sabotaging their performance or reputation. 17 C A L M Clarify the issue Address the problem Listen to the other side Manage your way to resolution 18 C Clarify the issue A Address the problem L Listen to the other side M Manage your way to resolution
: CLARIFY THE ISSUE 19 Primary Questions Conflict Clarification Questions 1. What am I upset about? In specific behavioral terms, what actually happened? Who else is involved? What did they do? 2. What am I feeling: anger, hurt, frustration? Why? 3. Have I contributed to the problem? 4. Am I just overreacting? If so, why? : CLARIFY THE ISSUE 20 Primary Questions Conflict Clarification Questions 5. In terms of actions and relationships, what are my desires for an outcome to this conflict? What will successful resolution look like? 6. If I were the other person involved in this situation, how would I want to be approached and dealt with? 21 : CLARIFY THE ISSUE Secondary Questions Conflict Clarification Questions 7. Where was the other person coming from? Could they in fact have been motivated by good intentions? 8. Has this happened before, or is this the first time?
: CLARIFY THE ISSUE 22 Secondary Questions Conflict Clarification Questions 9. How does this affect you and your work? Are others impacted? If so, how? 10.When dealing with this, what can you do to increase your chances of getting results you want? What counter-productive behaviors do you need to avoid? 23 C Clarify the issue A Address the problem L Listen to the other side M Manage your way to resolution : ADDRESS THE PROBLEM 24 Opening Issue Description Exactly what happened How it made you feel Negative impacts of the situation
: ADDRESS THE PROBLEM 25 Other things to remember: 1. Have a walk-in strategy. Practice what you plan to say. 2. Don t repeat what co-workers have said. This is between the two of you. 3. Keep in mind: the goal is not to win an argument, but to reach a respectful, collaborative result. 26 C Clarify the issue A Address the problem L Listen to the other side M Manage your way to resolution : LISTEN TO THE OTHER SIDE 27 Give the other person your TOTAL ATTENTION. NEVER interrupt. Ask questions for clarification. Paraphrase what you ve heard. SHOW that you re listening. Use POSITIVE body language.
28 C Clarify the issue A Address the problem L Listen to the other side M Manage your way to resolution 29 : MANAGE YOUR WAY TO RESOLUTION Gain agreement that a problem exists. Identify each other s concerns and needs. Explore win-win solutions. Agree on a course of action. Determine how to handle missteps. Close on a positive note. NO TIME TO PLAN! 30 Stop, breathe, and think. Acknowledge the conflict. Buy some time (then do CALM). Take it elsewhere. Keep it respectful.
31 Clarify the issue Address the problem Listen to the other person Manage your way to a resolution When Conflict Happens Thank you for being part of the workshop!