CONFLICT MANAGEMENT AND NEGOTIATION

Mary Jo TafoyaReagan Collard Lydia Apodaca

WHAT IS CONFLICT

In a work place environment it is when a person or persons is not carrying their load of the work and they expect someone else to pick up the slack.

This is when you sit down and discuss the situation before it gets out of hand and hopefully you put the if’s and and’s on their court for their future work situations. You try to work out the situation together and if that doesn’t happen then you involve your supervisor.

The web says Conflict is “a serious disagreement or argument, typically a protracted one.”

TYPES OF CONFLICT

There are different types of conflict, but I for one would prefer when there is a third person that can keep the peace and let both sides say their stories and come to a peaceful resolution.

This kind of conflict will get you no where! The only thing this will get you is more hurt feelings, aches and pains and hopefully no breaks or tears.

TYPES OF CONFLICT Style # 1: Forcing Conflict Management Used to communicate that inappropriate behavior is unacceptable.• Trying to make others do things your

way• Deals directly with the issues• Person should remain calm and

unemotional when using this type of management

• Provide solution while communicating inappropriate behavior is unacceptable.

TYPES OF CONFLICT

Style # 2: Avoiding Conflict• Ignoring the office to avoid

conflict.• We avoid conflict because

the offense is not a big enough deal to upset others.

• We are not strong enough or confident enough to stand up for our rights.

TYPES OF CONFLICT

Style # 3:Accommodating Conflict Management • Allowing the other party to

have his or her way without knowing there is conflict

• Preserving the relationship is a priority

TYPES OF CONFLICT

Style # 4: Compromising Conflict Management• Both parties give up

something of importance to arrive at a mutually agreeable solution to the conflict.

• For example: the elephant gave up his mutual color of gray to go along with the group’s decision.

TYPES OF CONFLICT

Style # 5: Collaborating Conflict Management• Both parties work together to arrive at

a solution without having go give up something of value.

10 TIPS FOR RESOLVING CONFLICT

1. Choose a good time and place to talk2. Commit to finding a solution that satisfies

each person’s needs3. Listen carefully and restate what you’ve

heard4. Remain calm and avoid becoming

defensive5. Talk about the issues, not the people6. Use “I statements”7. Acknowledge points of agreement8. Describe your emotions9. Be specific in describing what you need 10.Be open to creative solutionswww.conflictresolutioncenter.us

NEGOTIATION

When you are negotiating a resolution to a conflict you will have to do the following:

1. Identify your desired outcome for you and the other person/party

2. Identify the best and worst case scenario that can occur in your negotiations.

3. Meet with the other party, share basic facts and agree on an objective.

Other things that you might want to consider are the following:

Want to resolve an issue Agree on an objective Honestly communicate their case/situation

Listen to the other side Work toward a common solution that is mutually beneficial to both side

NEGOTIATION

When you work towards a common goal you will then provide yourself and the other party a win-win situation. Make sure that you listen, do not interrupt you will have your turn. Look at the body language of the other person(s) , choose your words closely. This type of styles will let you know if the other party is willing to reach a resolution.

WHAT IS HARASSMENT

Harassment is behavior that is offensive, intimidating, humiliating to a person be that of the same sex, male-male, female-male, male-female or female-female. There are two kinds of sexual harassment 1. Quid pro quo harassment - quid pro quo harassment is when a manager or someone in authority whether it be a man/woman offers or hints that he/she will give the employee a raise or promotion in return for his/her satisfaction of a sexual demand or nature.

2. Hostile behavior harassment - is unwelcome conduct that is based on race, color, religion, sex, national origin. In other words it can be of a sexual nature that you find offensive.

HARASSMENT

Workplace bullies An employee that behaves in a humiliating,

intimating of offensive manner to other co-workers.

Workplace violence is any type of harassing or harming behavior (either verbal or physical) that occurs in the workplace.

They are very unprofessional, rude and always try to find a way to intimidate their co-workers. These are people that are usually in the same level of employment as their co-workers.

HARASSMENT

• If you experience this type of behavior from a co-worker do not retaliate or act the same way that he/she does. Be nice to the person and please do not say anything to anyone else. • Simply document everything, (date, time, witness, words that were used by everyone and if there were any witnesses around). •Make sure that you let your boss/manager know what has transpired between yourself and the co-worker.• If you feel that nothing has been done and if the harassment continues you can file a formal complaint with Human Resources, the union or someone you feel will help you.

RESOLVING CONFLICT AT WORK As quickly and quietly as you can Ignoring the problem will only cause it to escalate If you decide not to do anything about it, don’t hold a grudge and move on. If affecting your work, health or maybe someone else’s , by all means let your

supervisor know right away. When letting supervisor know have all documentation and list of witnesses. If conflict has not been resolved after speaking with the supervisor, contact Human

Resources. If conflict still has not been resolved after contacting Human Resources seek outside

help, such as Employee Assistance Programs (EAP). Always try to take care of the situation within the office. ABOVE ALL DON’T BE AFRAID TO ASK FOR HELP.

RESOLVING CONFLICT UNDER A UNION AGREEMENT

A union is a third party organization that helps protect the rights of employees and it represents the employees best interest.

A shop steward is a coworker that is very familiar with the union contract and its procedures as to how to assist you in resolving a work conflict.

When you file this kind of problem with the union it is called a “grievance.” A grievance is unfair treatment to an employee.

1. Meet with Shop Steward2. Present all documentation3. Schedule meeting with Shop Steward, and Supervisor4. If unresolved move on to Human Resources5. The issue will begin to move up the ladder (Grievance Procedure)

The union’s purpose is to protect you and your rights but it will not shield or protect you if you are guilty of wrong doing.

AGREE TO DISAGREE As we all know, there will be times when conflict can’t be avoided, whether at home

or at the workplace. We all want to work in a place with harmony around us, with our coworkers, bosses and customers. There will be times when all will not be fine, but you will need to learn to get along with others. When you hurt others, apologize , and learn to forgive. When a person forgives life will be a whole lot better. If you say you forgive but still harbor ill feelings than you have not forgiven the person. When you have forgiven the person it doesn’t mean that you have forgotten. It does mean that you will give the other person another chance to prove that his/her apology is sincere by their change in behavior.

A mature person will forgive and carry on, but an immature person will hold a grudge. The person that holds a grudge is usually looking to retaliate. When you do this it is showing that you are not grown up enough.

You do not have to like all your colleagues, but you do have to work with them and when you forgive it demonstrates that you are a professional and it shows respect towards them. How you choice the conflict to affect your performance is your choice.

REMEMBER, Treat others like to want to be treated.