conflict resolution final
TRANSCRIPT
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Conflict Resolution Training for Supervisors
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2 © SHRM 2008
Introduction
“Whenever you're in conflict with someone, there is one factor thatcan make the difference between damaging your relationship anddeepening it. That factor is attitude.” –William James
This training focuses on ways supervisors can work with theireployees to resolve conflict in the workplace! It provides practicalsteps and techni"ues that everyone can learn!
The purpose of this presentation is to provide supervisors with theknowledge to recogni#e causes of workplace conflict$ how to facilitateresolution of conflict and how to anage the work relationships oncethe conflict has %een resolved!
This saple presentation is intended for presentation to supervisorsand other individuals who anage eployees that ust %e custoi#edto include and atch your own policies and practices! It is designed to%e presented %y an individual who is knowledgea%le in %oth eployeerelations and anaging conflict in the workplace!
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'%(ectives
t the close of this session, you will be able to!
)! Cite the causes of workplace conflict!
2! State why it is iportant to resolve conflict in the workplace!
&! *escri%e the ethods of resolving conflict!+! ,ist the *o-s and *on-ts of workplace conflict!
.! *escri%e the steps in the conflict resolution process!
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Causes of Conflict
"onflict is any situation in which your concerns or
desires differ from those of another person#.
/ Soe eaples of workplace conflict are1/ *isagreeent %etween eployees!
/ ployees who (ust don-t get along 3there isn-t an apparent
conflict4!
* 3From Thomas-Kilmann Conflict Mode Instrument)
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Causes of Conflict 3cont-d4
/ "onflict arises because employees!
5 Have different points of view!
5 Counicate to one another differently!
5 Spend large aounts of tie together!
5 *epend on one another to 6get the (o% done7!
5 sta%lished epectations of one another are not counicated and
then not et!
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Causes of Conflict 3cont-d4
Conflict does not always have to %e negative! 9hen
eployees are a%le to challenge one another-s ideas in a
supportive environent$ new ideas are generated and
fostered!
It is iportant to ree%er that conflict will always eist
%etween eployees! ffective supervisors have the skills to
anage the conflict process and turn disagreeents into
ideas!
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Causes of Conflict 3cont-d4
$ealthy "onflict
/ *isagreeents that are
counicated in asupportive environent
that foster the generation
of new ideas or ways to
pro%le solve!
/ Tension that increases
awareness or sheds light
on a growing workplace
pro%le!
%amaging "onflict/;ae Calling!
/
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>uestions? Coents?
(The following are sample questions for the presenter to pose,
the should !e remo"ed from the slide !efore presentation#)
$oes anone ha"e an e%ample of conflict on their team the would
li&e to share'
hat do ou thin& has caused this conflict'
$oes this appear to !e a health or a damaging conflict'
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Iportance of Resolving Conflict
9hy should we get involved? It-s their pro%le$ right?
9R';AB Managers ust learn to anage conflicts aongst their
tea e%ers so that the %usiness continues to run effectively and
o%(ectives are et!
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Iportance of Resolving Conflict 3cont-d4
"onse(uences of )etting "onflict *ester
/ ployees not involved in the conflict either 6pile on7 or
withdraw fro the conflict!5 This re"uires eployees to take sides or 6check out7 fro work
entirely!
5 Morale and productivity is lowered %ecause eployees are focused
on the conflict!
5 ployees who work in teas are now divided %ecause of the
conflict!
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Iportance of Resolving Conflict 3cont-d4
"onse(uences of )etting "onflict *ester +continued
/ In etree instances$ unresolved conflict can lead to violent or
aggressive situations!5
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>uestions? Coents?
3The following are sample questions for the presenter to pose, the
should !e remo"ed from the slide !efore presentation#)
sing the e%ample that we discussed a few minutes ago, cananone descri!e what the consequences of this conflict ha"e
!een'
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Methods of Resolving Conflict
There are . %asic ways of handling conflict in the workplace1
)! Copeting
2! Colla%orating
&! Coproising+! =voiding
.! =ccoodating
It is iportant to note that there is no one way to resolve a conflict
and often anagers will need to utili#e ultiple ethods inorder to reach a resolution!
3From Thomas-Kilmann Conflict Mode Instrument)
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Methods of Resolving Conflict 3cont-d4
"ompeting
The Copeting Method involves handling the conflict through
unilateral decision aking! This is ost appropriately used %y
anagers and leaders in the workplace!
The Copeting Method is used priarily for1
/ Situations that involve "uick action!
/ Instances where there is no coproise or de%ate!
/Making hard or unpopular decisions!
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Methods of Resolving Conflict 3cont-d4
"ollaborating
The Colla%orating Method involves handling the conflict through
tea input! This eans of handling conflict is particularly useful
if all parties in the conflict want to find a resolution$ %ut are
una%le to agree on what the resolution should %e!
The Colla%orating Method is used priarily for1
/ Aaining support fro the tea!
/ sing the different perspectives as an opportunity to learn!
/ Iproving relationships through colla%oration!
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Methods of Resolving Conflict 3cont-d4
"ompromising
The Coproising Method involves handling the conflict %y
reaching a resolution that involves a 6win7 on %oth sides of the
ta%le!
The Coproising Method is used priarily for1
/ Resolving issues of oderate to high iportance!
/ Dinding a solution that involves e"ual power and strong
coitent on %oth sides!
/ Situations where a teporary fi ay %e needed!
/ Eacking up a decision that-s %een ade using the copeting or
colla%oration ethods!
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Methods of Resolving Conflict 3cont-d4
voiding
The =voiding Method is a way of handling conflict %y aking an
active decision to not handle the conflict! This is %est used for
situations that are not work related and should %e solved
through another eans!
The =voiding Method is used priarily for1
/ niportant or nonFwork related issues!
/ Euying tie until a resolution can %e reached!
/ Recogni#ing issues as syptos!
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Methods of Resolving Conflict 3cont-d4
ccommodating
The =ccoodating Method is a way of handling conflict %y
allowing the other side to 6win!7
The =ccoodating Method is used priarily for1
/ Maintaining perspective in a conflict situation!
/ Making active decisions on what can %e 6let go7 vs! what needs
another ethod!
/Geeping the peace and creating goodwill!
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>uestions? Coents?
(The following are sample questions for the presenter to pose, the
should !e remo"ed from the slide !efore presentation#)
et+s discuss some of the methods that ha"e !een used to handlethe conflict e%ample we+"e !een discussing#
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*o-s and *on-ts of Resolving Conflict
*o
5 nderstand that conflicts are inevita%le!
5 Resolve to address conflict "uickly!
5 Docus on the pro%le!
5 Ee open to solutions!
5 =cknowledge how eployees are feeling!
5 ,isten actively!
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*o-s and *on-ts of Resolving Conflict 3cont-d4
*on-t
5 Docus on personality traits that cannot %e changed!
5 Interrupt!
5 =ttack!
5 *isregard the feelings of the eployees!
5 =void the conflict!
5 =llow eotions to take over the conversation!
5 Ipose personal values or %eliefs!
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>uestions? Coents?
(The following are sample questions for the presenter to pose, the
should !e remo"ed from the slide !efore presentation#)
In our e%ample, can anone name a do or don+t that has !een
used' ow was it effecti"e (or not)'
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Steps In The Conflict Resolution
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The Steps In The Conflict Resolution
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The Steps In The Conflict Resolution
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The Steps In The Conflict Resolution
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The Steps In The Conflict Resolution
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The Steps In The Conflict Resolution
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The Steps In The Conflict Resolution
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>uestions? Coents?
(The following are sample questions for the presenter to pose, the
should !e remo"ed from the slide !efore presentation#)
sing the steps we ha"e 3ust re"iewed, let+s discuss how we will
sol"e the conflict we ha"e !een wor&ing on toda#
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Suary
/ Conflict is inevita%le in the workplace! There is healthy and
daaging conflict
/ Soe causes of workplace conflict are1
5 ployees with different points of view!
5 ployees who counicate differently!
5 Spending large aounts of tie together!
/ It is iportant to address conflict %ecause unresolved conflict
leads to low orale$ productivity$ and in etree cases$workplace violence!
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Suary 3cont-d4
/ The . ethods of resolving conflict are1
)! Copeting
2! Colla%orating
&! Coproising
+! =voiding.! =ccoodating
/ The steps in the conflict resolution process are1
)! Clarify what the disagreeent is!
2! sta%lish a coon goal for %oth parties!
&! *iscuss ways to eet the coon goal!
+! *eterine the %arriers to the coon goal!
.! =gree on the %est way to resolve the conflict!
! =cknowledge the agreed solution and deterine theresponsi%ilities each party has in the resolution!
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>uestions? Coents?
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Course valuation