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Validity : 22nd Apr'24 to 02nd May'24
Managing Your Inevitable Workplace Conflicts
Managing Conflicts with Individuals
- What is interpersonal conflict?
- What causes conflict?
- Functional vs. dysfunctional conflict
- Words that lead to conflicts
- Resolving conflicts by asking questions
- Our four instinctive responses to conflicts
- Five conflict resolution strategies
- Managing conflict with the AEIOU model
How to resolve conflicts by separating:
- Solutions to the problem
- Commonalities from differences
- Future from the past
- Negotiation from emotions
- Process from content
- Options from preferences
How collaboration:
- Is more pleasurable & respectful
- Can produce better & longer-lasting results
- Builds relationships
- Encourages learning
- Inspires novel thinking & ideas
Tips for Collaborating During a Conflict
- Recognize that conflict can be a positive experience
- Try to see the issues from the other party’s point-of-view
- Focus on satisfying both parties’ interests vs. defending your position
- Commit to resolving the underlying issues
- Speak with clarity & without judgment
- Seek alternatives that are focused on shared interests
Managing Conflicts within Teams
Functional Conflict is a Component of High-Performance Teams & Organizations
Utilizing the Action Planning Conflict Resolution Process which:
- Obtains from the participants their proposals for resolving the issues causing the conflict
- Then facilitates the participants discussing their proposals, developing & implementing an action plan to resolve the conflict
Benefits of the Action Planning Conflict Resolution Process:
- Issues addressed are current & of the highest priority to the participants
- All participants have an equal voice in the process throughout each step creating maximum participation, buy-in & Ownership
- Maximum candor since names are not associated with the participants’ responses
- Saves meeting time by being able to immediately display & begin discussing the participants’ proposals
- Results in an action plan - that has a ‘life’ after the planning meeting - with accountabilities & deadlines for addressing the issues
Action Planning Conflict Resolution Process Steps:
- Identifying the issues causing the conflict
- Obtaining the participants’ proposed initiatives for resolving each issue
- In a planning meeting:
- Reviewing & discussing the anonymous proposals
- Developing an action plan with team accountabilities & deadlines
- Implementing the action plan in teams
- Evaluating the results of the action plan
Overview of the webinar
Interpersonal conflict occurs daily when:
- We perceive that someone is impeding on or threatening our needs or goals
- Two or more persons seek to possess the same object, resource, position
- People maintain incompatible goals, values, or motives
Conflicts can be caused by differences in:
- Information - do we have the same data?
- Perceptions - do we see things from different backgrounds & experiences?
- Roles/priorities - do we have different status or positions which causes us to take a different stand?
- Relationships/assumptions - do we have the trust level needed to address the issue?
Conflict is a product of our uniqueness & so it is inevitable - its absence would be abnormal. Some kinds of conflict can contribute to the health & well-being of an organization. Other kinds of conflict can be detrimental to an organization and/or its employees.
But a conflict is only one component of a relationship. Often, we are not in conflict with the other person but with that component. Success is addressing that component vs. attacking the other person or defending our ego.
Who should attend?
- Any Employee
- Manager or Non-Supervisory
Why should you attend?
Functional organizational conflict:
- Is constructive, healthy & cooperative
- Is when the parties are talking & focused on achieving a mutually acceptable outcome
- Generates new perspectives & ideas
- Allows options to be debated
- Enables Individuals & teams to grow
- A component of high-performing teams
During functional conflicts we feel:
- Optimistic
- Full of ideas
- Heard
- Valued
- Trusted
- Respected
Dysfunctional Organizational Conflict
- Generates little if any benefit to the parties
- Negatively impacts the well-being of the parties & organization
- Hijacks time, energy & trust
During dysfunctional conflicts we feel:
- Vulnerable
- Angry
- Frustrated
- Anxious
- Attacked
- Stressed
Ineffective approaches to managing conflicts include:
- Ignoring it & hoping it will go away
- Not discussing the issues objectively
- Premature judgments/conclusions
- Using intimidation & inappropriate use of power
These ineffective approaches are triggered by four universal, instinctive responses to conflict:
- Fight: confront the issue & stand our ground
- Flight: run away & fight another day
- Freeze: do nothing & wait to see what happens
- Fall: yield & give in
However, effective leaders & negotiators know when & how to utilize each of the five conflict resolution strategies:
- Waiting & Avoiding - ‘The Turtle’
- Accommodating - ‘The Teddy Bear’
- Using Power - ‘The Shark’
- Compromising - ‘The Fox’
- Collaborating - ‘The Owl’
Faculty - Mr.Pete Tosh
Pete Tosh is the Founder of The Focus Group, a management consulting and training firm that assists organizations in sustaining profitable growth through four core disciplines:
- Maximizing Leadership Effectiveness
- Implementing Strategic HR Initiatives
- Strategic Planning
- Enhancing Customer Loyalty
The Focus Group has provided these consulting & training services to manufacturing & service organizations across the U.S., Canada, Europe & the Middle East. Prior to founding The Focus Group 25 years ago, Pete had 15 years of corporate leadership experience including serving as the V.P. of Human Resources & Quality
Pete frequently facilitates a variety of leadership development programs. Employees from over 3,500 organizations have benefited from Pete’s experience and perspective. Pete is also co-author of Leading Your Organization to the Next Level: The Core Disciplines of Sustained Profitable Growth.
Pete holds a B.A. degree in Psychology from Emory and Henry College & Masters's degree in both Business Administration & Industrial Psychology from Virginia Commonwealth University.
Credits
ComplianceIQ is recognized by SHRM to offer Professional Development Credits (PDCs) for the SHRM-CPSM or SHRM-SCPSM. This program is valid for [1] PDCs for the SHRM-CPSM or SHRM-SCPSM. For more information about certification or recertification, please visit www.shrmcertification.org.
HR (General) recertification credit hours toward aPHR™, PHR®, PHRca®, SPHR®, GPHR®, PHRi™ and SPHRi™ recertification through HR Certification Institute® (HRCI®). Please make note of the activity ID number on your recertification application form. For more information about certification or recertification, please visit the HR Certification Institute website at www.hrci.org