2. Learning Objectives:
At the close of this session you will be able to:
• Cite the causes of workplace conflict
• State why it is important to resolve conflict in the
workplace
• Describe methods of resolving conflict
• List the Do’s and Don’ts of workplace conflict
• Describe the steps in a conflict resolution process
3. Conflict can be ugly.
This training focuses on ways we can work together to resolve
conflict in the workplace. It provides information, practical
steps and techniques that everyone can benefit from.
4. Conflict in the Workplace Can Take Many Forms
Bullying
Harassment
Personality Clash
Disagreements
Poor Performance
This guy…
5. Conflict arises because we:
• Have different points of view
• Communicate to one another differently
• Spend large amounts of time together
• Depend on one another to “get the job done”.
• Established expectations of one another that are communicated and
then not met.
6. Although…
Conflict does not always have to be negative. When we are able to challenge
one another’s ideas in a supportive environment, new ideas are generated and
fostered.
IMPORTANT: Remember that conflict is inevitable, but combat is optional.
7. HEALTHY vs. DAMAGING CONFLICT
Healthy Conflict
• Disagreements that are
communicated in a
supportive environment
that foster the generation
of new ideas or ways to
problem solve.
• Tension that increases
awareness or sheds light
on a growing workplace
problem.
Damaging Conflict
• Name Calling
• Personal Attacks
• Silent and withdrawn,
afraid to speak up
• Cliques, gossip and rumors
• Lack of MUTUAL RESPECT
8. It’s Important to Resolve Conflict
Unresolved conflict can be costly. It can lead to:
Lawsuit & Arbitration
Preventable Terminations Turnover
Lost Productivity
Not to mention
9. Cause those not involved to take sides, withdraw and “check out”
from work entirely. This lowers morale & puts division in the ranks.
It can lead to violent and aggressive situations where:
• You can become injured
• The company may have legal risks associated with violence in the
workplace
• Work will dramatically slow or halt altogether
In extreme instances…
10. Methods of Resolving Conflict
The 5 basic methods are:
• Competing
• Collaborating
• Compromising
• Avoiding
• Accommodating
11. It’s important to note that there is no one way to resolve
a conflict, and often multiple methods will need to be
utilized in order to reach a resolution.
INCORRECT.
TRY AGAIN.
12. Do’s & Don’ts of
Resolving Conflict
Don’t…
• Focus on personality traits (they cannot be changed)
• Attack
• Interrupt
• Disregard the feelings of others
• Allow emotions into the conversation
• Impose personal values or beliefs
13. Do’s & Don’ts of
Resolving Conflict
Do…
• Understand that conflicts are inevitable
• Resolve to address conflict quickly
• Focus on the problem
• Be open to solutions
• Listen actively
• Acknowledge how the other party is feeling
14. • Clarify what the disagreement is. The goal is to get both sides to agree on what the
disagreement is.
• Establish a common goal. In this step, both sides agree on the desired outcome of
the conflict.
• Discuss ways to meet the common goal. Both sides work together to meet the goal
that they agreed upon in step 2.
• Determine the barriers to the common goal. In this step, the two parties
acknowledge what has brought them into the conflict.
• Agree on the best way to resolve the conflict. Both parties come to a conclusion on
the best resolution.
• Acknowledge the agreed solution & determine the responsibilities each party has in
the resolution. Both parties own their responsibility in resolving the conflict &
express what they have agreed to aloud.
15. We will never see eye to eye on an everyday basis, but it is how we
allow those select days to dictate our future. No two people are
the same and it is those differences that make our team great.
Remember: Conflict cannot continue without your participation.
If you must participate, become part of the solution.
