Conflict Resolution FINAL

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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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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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$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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"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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"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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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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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


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?



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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>uestions? Coents?



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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Conflict Resolution FINAL

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