patricia frick 301-504-1450 jeff schmitt 301-504-1352 janelle davis 301-504-1460
TRANSCRIPT
Patricia Frick 301-504-1450Jeff Schmitt 301-504-1352Janelle Davis 301-504-1460
Improve your current ability to
manage workplace conflict
PURPOSEPURPOSE
OBJECTIVESOBJECTIVES
• Create a positive work environment
through better communication
• Identify different working styles
• Understand/respect our differences
• Determine your own personal conflict
management style
OBJECTIVESOBJECTIVES
• Learn a creative problem solving process
• Discuss how Alternative Dispute Resolution (ADR) processes can be a valuable resource for effectively managing conflict
DEFINITIONDEFINITION
Conflict occurs when two people oppose each other because their needs, wants,
goals, values, and/or methods are different. Conflict is almost always
accompanied by feelings of anger, hurt, frustration, threats or anxiety.
• Lost time and productivity • Damaged relationships
The cost of conflict is HUGE!
What makes conflict a problem …
is how we react to it
We may try competing or accommodating or
compromising
May not be the best solution
because someone always loses
There is a better way-collaboration
To get there…
• Keep an open mind
• Don’t worry about who is right or wrong
• Just find a solution that works for everyone
You can get to collaboration if you• Tell it like you see it
• Then let go of the past
So you can stay focused on the future
The future will be better if you agreed on
• The results all of you want
• And how you will treat each other
Conflict can be an opportunity to learn and grow
Resolving conflict takes time and effort
Turning conflict into collaborationEveryone wins!
SOURCES OF CONFLICT SOURCES OF CONFLICT IN THE WORKPLACEIN THE WORKPLACE
• Communication breakdowns
• Difference in priorities
• Differing expectations
• Working styles
WORKING STYLESWORKING STYLES
ANALYTICAL STYLEANALYTICAL STYLE
• Does the job correctly
• Likes facts and figures
• Focuses on steps and objectives
• Seeks logical explanations
DRIVER STYLEDRIVER STYLE
• Gets the jobs done
• Likes results
• Focuses on the job
• Seek the most efficient way
AMIABLE STYLEAMIABLE STYLE
• Works cooperatively
• Likes people and fairness
• Focuses on process
• Seeks informality
EXPRESSIVE STYLEEXPRESSIVE STYLE• Works enthusiastically
• Has “vision”
• Focuses on hunches
• Seeks stimulation
Being aware of ourBeing aware of our
WORKING STYLES WORKING STYLES can can enhance our interaction with enhance our interaction with
each othereach other
DEALING WITH DEALING WITH CONFLICTCONFLICT
• Focus on how to handle positive/negative
• Not what we say --
but how we say it
CONFLICT IS NEGATIVE CONFLICT IS NEGATIVE WHENWHEN
• Looked upon as a barrier
• Casting blame on someone (dwelling on the past)
• Input and understanding are not sought by all parties
NEGATIVE APPROACHNEGATIVE APPROACH
• Viewing others as adversaries• Focus is on winning• Take things personally• Not concerned about perceptions and
feelings of others• Assume that others see things the way
we do
CONFLICT IS POSITIVE CONFLICT IS POSITIVE WHENWHEN
• It leads to increased understanding and promotes harmony
• It produces some new ideas or approaches
• We focus on the future
POSITIVE APPROACHPOSITIVE APPROACH
• Show mutual respect for others’ thoughts and feelings
• Develop effective partnerships
• Show support for each other
• Are secure enough to communicate openly
• Avoid playing games
• Don’t take things personally
• Assert themselves to achieve positive results
CONFLICT MANAGEMENT CONFLICT MANAGEMENT STYLESSTYLES
I caninfluence
I can control
CONFLICT MANAGEMENT CONFLICT MANAGEMENT STYLESSTYLES
• Avoiding
• Accommodating
• Compromising
• Competing
• Collaborating
AVOIDINGAVOIDING
• Issues of low importance
• Reducing tensions
• Buying time
ACCOMMODATINGACCOMMODATING
• Showing reasonableness
• Creating good will
• Keeping “Peace”
COMPROMISINGCOMPROMISING
• Temporary solutions
• Time constraints
• Backup plan
COMPETINGCOMPETING
• Quick action
• Unpopular decisions
• Vital issues
COLLABORATINGCOLLABORATING
• Learning
• Merging perspectives
• Gaining commitment
• Improving relationships
CREATING CREATING COLLABORATIONCOLLABORATION
• Make sure the other person shares his or her needs and objectives
• Stimulate information sharing
• Offer many alternatives
CREATING CREATING COLLABORATIONCOLLABORATION
• Insist on a collaborative process before discussing solutions
• Refuse to interact when emotions are high
• Take a creative problem-solving approach
COMMUNICATION COMMUNICATION SKILLSSKILLS
Communication is the Primary Means for Managing Conflict
DIRECTDIRECT
• Say what you mean
• No need to read between the lines
• Goal of communication exchange is information gathering
• Do not always say what you mean
• Read between the lines
• Saving face and preserving harmony are the goals
INDIRECTINDIRECT
POINTS TO CONSIDERPOINTS TO CONSIDER
• Keep an open mind
• Be fair - treat everyone with respect
• Listen - do not interrupt
• Different point of view
• Blaming for past wrongs
COMPONENTS OF COMPONENTS OF EFFECTIVE COMMUNICATIONEFFECTIVE COMMUNICATION
• Active Listening
• Asking Questions
• Paraphrasing
• Providing Feedback
• Empathy
LISTEN TO UNDERSTANDLISTEN TO UNDERSTAND
• Paraphrase
• Respond with empathy
• Ask questions
• Give feedback
• Legitimize
SPEAK TO BE SPEAK TO BE UNDERSTOODUNDERSTOOD
• Monitor your tone of voice• State your positive intent• Tactfully control interruptions• Tell your truth
-Use “I” language-Be specific-Suggest options
• Stay flexible
POINTS TO REMEMBERPOINTS TO REMEMBER
• Avoid defensiveness
• Actively listen
• Positive attitude
INGREDIENTS INGREDIENTS FOR A WIN/WIN OUTCOMEFOR A WIN/WIN OUTCOME
• Willingness to resolve
• Willingness to focus on the root of the problem
• Willingness to empathize
STEPS TOWARDSTEPS TOWARDRESOLVING CONFLICTRESOLVING CONFLICT
• Explore the problemExplore the problem
• Create lots of optionsCreate lots of options
• Agree to implement the best option Agree to implement the best option
THEN:THEN:
* Implement option(s)Implement option(s)
* Evaluate resultsEvaluate results
COOPERATIVE COOPERATIVE RESOLUTION RESOLUTION
PROGRAMPROGRAM
THE COOPERATIVE THE COOPERATIVE RESOLUTION PROGRAM RESOLUTION PROGRAM
PROVIDESPROVIDES
• Conflict Consultation
• Mediation Services
• Conflict Management Training
CONFLICT CONFLICT CONSULTATIONCONSULTATION
• Confidential and voluntary
• One-on-one
• Assist in improving communication skills
• Making us aware of our behavioral tendencies to prevent unnecessary disputes and resolve the ones that do arise collaboratively
CONFLICT CONFLICT CONSULTATIONCONSULTATION
• Identify specific goals
• Consider barriers to these goals
• Determine steps to achieve goals
• Examine habitual behaviors that may contribute to conflict
• Shift unhelpful reactions to conflict to constructive responses
MEDIATION SERVICESMEDIATION SERVICES
• Mediation is a problem-solving process that focuses on the future
• Opens lines of communication
• Discover individual interests and needs
• Creates understanding
• Builds better relationships
MEDIATION OFFERS AN MEDIATION OFFERS AN OPPORTUNITY TOOPPORTUNITY TO
• Be listed to and be understoodBe listed to and be understood
• Develop new way of dealing with a dispute Develop new way of dealing with a dispute
• Create your own solutionCreate your own solution
CONFLICT MANAGEMENT CONFLICT MANAGEMENT TRAININGTRAINING
Conflict management training focuses on Conflict management training focuses on communication skills and self-awareness that communication skills and self-awareness that are integral in improving the quality of our are integral in improving the quality of our work environmentwork environment
CONFLICT MANAGEMENT CONFLICT MANAGEMENT TRAINING PROVIDES AN TRAINING PROVIDES AN
OPPORTUNITY TO:OPPORTUNITY TO:• Identify your individual working styleIdentify your individual working style
• Define conflict and identify sourcesDefine conflict and identify sources
• Identify your own conflict management styleIdentify your own conflict management style
• Discuss the pros and cons of each conflict Discuss the pros and cons of each conflict management stylemanagement style
• Improve communication/active listening skillsImprove communication/active listening skills
MANAGING MANAGING DIFFERENCESDIFFERENCES
The way I see it The way you see it
The way it is
ATTITUDEATTITUDE
Positive/NegativePositive/Negative
YOU MAKE THE YOU MAKE THE
DECISIONDECISION
FOR INFORMATION ON FOR INFORMATION ON THE PROGRAMTHE PROGRAM Please visit our web sitePlease visit our web site
www.afm.ars.usda.gov/programs/coopreswww.afm.ars.usda.gov/programs/coopres
or contact usor contact us
Patricia Frick 301-504-1450Patricia Frick 301-504-1450
Jeff Schmitt 301-504-1352Jeff Schmitt 301-504-1352
Janelle Davis 301-504-1460Janelle Davis 301-504-1460