Dealing with Conflict in the Workplace

1. Dealing with Conflict in the Workplace

2. eSlide - P4065 - WorkLife4You Objectives • Understand causes of conflict • Improve communication skills • Learn how to resolve conflict • Recognize warning signs of violence

3. eSlide - P4065 - WorkLife4You Common Causes of Conflict • Personal issues • Different values • Different work ethics • Conflicting personalities • Work-related issues • Incompatible goals • Competition • Different work styles • Poor Communication

4. eSlide - P4065 - WorkLife4You Conflict Is Not Good For Business • Causes stress • Lowers morale • Decreases productivity • Affects personal relationships

5. eSlide - P4065 - WorkLife4You It’s Your Responsibility • Determine the source of the conflict • Is it work-related or personal? • A miscommunication? • Other? • Find ways to resolve the conflict

6. eSlide - P4065 - WorkLife4You Is It A Personal Conflict? • Am I always frustrated with this co-worker, or only when work issues arise? • Do I treat this person differently? • Do I respect this person outside of the workplace? • Do I agree or disagree with their values? • Am I overly critical?

7. eSlide - P4065 - WorkLife4You Resolving Personal Conflicts • Respect differences • Treat others as you would like to be treated • Keep your opinions to yourself • Keep your distance

8. eSlide - P4065 - WorkLife4You Is It A Work Conflict? • Do you have different work goals? • Are your ideas or goals clashing or competing? • Are your work styles different? • Are you communicating effectively? • Is the person getting in your way of accomplishing goals?

9. eSlide - P4065 - WorkLife4You Resolving Workplace Conflict • Address early and in private • Speak directly to the person with whom you have the conflict • Expect discomfort • Focus on the outcome, not the problem • Stick to the point • Respect different opinions • Agree to solve the “problems” • Know when to retreat

10. eSlide - P4065 - WorkLife4You Mutual Conflict Resolution 1. Identify purpose, importance, desire to solve 2. Take turns listening 3. Repeat what was said 4. Clarify questions 5. Find agreement areas 6. List all solutions 7. Star mutually acceptable solutions 8. Choose one 9. Set next steps and time to evaluate

11. eSlide - P4065 - WorkLife4You • "Seek first to understand, then to be understood" - Stephen Covey

12. eSlide - P4065 - WorkLife4You Be A Good Communicator • Give your undivided attention • Pay attention to non-verbal messages • Make eye contact • Listen more than you talk • Use body language • Don’t interrupt • Stay calm • Know your triggers • Encourage open-ended conversations

13. eSlide - P4065 - WorkLife4You Be A Good Communicator (con’t) • Use supportive phrases • Paraphrase • Avoid “you” statements • Put it in writing • Smile • Don’t yell • Speak politely • Make sure they are listening

14. eSlide - P4065 - WorkLife4You Are You A Good Listener? • I smile frequently when talking to others • I make eye contact when someone is talking to me • I use “open” body language when listening to people • I use encouraging words and phrases (e.g., uh-huh, I see) • I listen intentionally • I put myself in the other person’s shoes • I am aware of my triggers • I keep my mind from wandering when other people talk to me • I make eye contact when listening • I let other people finish what they are saying before I talk

15. eSlide - P4065 - WorkLife4You Are You A Good Listener (con’t) • I summarize what I think I am hearing • I listen for the real message and the feelings behind words • I ask questions to probe and clarify my understanding • I listen to only one person at a time • When I am listening to people, I do only that (e.g., don’t read files on my desk or answer the telephone) • I hold off giving advice and find out what the speaker needs from me. • I let the speaker finish his or her sentence • I treat all people as interesting • I listen more than I talk

16. eSlide - P4065 - WorkLife4You Dealing With Difficult People Aggressive people • Do not attack back • Remain calm • Ask them to calmly explain their point of view • Listen before you respond Know-it-alls • Don’t be intimidated • Don’t let them monopolize meetings • Listen for good points; cut them off if they ramble Victims • Don’t become the protector • Ask them for suggestions for improvement

17. eSlide - P4065 - WorkLife4You Dealing With Difficult People (con’t) Sarcastic types • Don’t tolerate the sarcasm • Compliment them when they compliment or show spirit Nay-sayers • Don’t try to reform them • Invite them to suggest alternatives Yay-sayers • Discourage them from over-committing • Make sure they follow through

18. eSlide - P4065 - WorkLife4You Dealing With Difficult People (con’t) Withdrawn types • Don’t nag them to open up. • Do ask open-ended questions • Be patient about waiting for their answer

19. eSlide - P4065 - WorkLife4You Winning Over Difficult People • Be calm • Let them say what’s on their mind • Express empathy • Speak and listen non-defensively • Don’t take it personally • Paraphrase • Begin active problem solving • Mutually agree on the solution • Follow up

20. eSlide - P4065 - WorkLife4You Involving Your Manager • Write your thoughts on paper first • Rehearse privately • Use qualifying words rather than absolute words • Make I statements • Don’t be emotional • Be an active listener

21. eSlide - P4065 - WorkLife4You Involving Your Manager (con’t) • Repeat what you’ve heard • Watch body language • Be assertive not aggressive • Do not gossip • Be positive • Communicate regularly

22. eSlide - P4065 - WorkLife4You Recognizing Signs of Violence • Violent reaction (either immediate or delayed) to disciplinary measures or employment termination • Acute sensitivity to criticism • Paranoia • Rigid and controlling behavior • Emotional difficulties • Impaired judgment • Occupational difficulties • Newly acquired poor personal hygiene habits • Overreaction to stimuli and/or poor impulse control • Actual threats or intimidation

23. eSlide - P4065 - WorkLife4You Recognizing Signs of Violence (con’t) • Failure to take responsibility for actions • Chronically disgruntled • Preoccupation or fascination with firearms and violence • Unusually poor social skills • Inability to forgive/forget (holds grudges) • History of unresolved psychological problems or personality disorders • Contempt for supervisors • Obsessive behavior (i.e., obsessive compulsive, romantic or sexual obsessions, obsession with weapons and/or violence)

24. eSlide - P4065 - WorkLife4You On the Job Web Service Working with Others Library Workplace Library Workplace Violence Library Interactive QuizzesCommunication Skills Test, Emotional IQ Test, Assertiveness Test, Anxiety Test, Patience Test Audio Tips and PodcastsCreating Healthy Workplace Relationships, Workplace Safety and Women, Safe at Work HTML Articles OnDemand WebinarsBuilding Better Relationships Through Effective Communication, Stress Management with Humor, Understanding and Communicating with a Multigenerational Workforce, Diversity in the Workplace WorkLife4You GuidesDealing with Difficult People, Conflict Resolution, Communication Skills for Healthy Relationships, Preventing Workplace Violence Related Web Sites WorkLife4You Resources WorkLife4You web site www.WorkLife4You.com

25. Let WorkLife4You Make Your Life a Little Easier! Contact WorkLife4You 24/7: 1-877-WL4-NOAA (1-877-954-6622) (TTY 800-873-1322) http://www.worklife4you.com Look for the “Already a member?” box — Not a member yet? Follow the “Register” link and enter Registration Code: NOAA 25 25