The Good, the Bad and the Ugly Dealing with Conflict in the Workplace Mona Lee Pearl

The Good, the Bad and the Ugly

Dealing with Conflict in the Workplace

Mona Lee Pearl

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Mona Lee Pearl, SPHR

• HR Consultant for Wyoming SBDC

• EVP of Align

• MS in Management; emphasis in HR Management

• Certified Senior Professional in HR (SPHR)

• Over 30 years of experience as a leader, manager, consultant and trainer

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Objectives

• Define conflict and what role different positions play in dealing with conflict

• Review the five-step process for dealing with conflict in the workplace

• Examine an HR professional’s role as a facilitator

• Review the communication model for achieving better communication

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What is Conflict?•Communication•Problem Solving

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Purpose

• Everyone has a right to work in an environment free from:– Harassment– Discrimination– Acts of violence

Your Role as HR Professional

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Your Role as a Participant

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The 5 Steps

1. Prevent

2. Stop

3. Define the Problem

4. Determine Ideal Outcomes

5. Negotiate

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Step 1: Prevent•EQ or people skills•Problem solving skills

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Step 2: Stop•Take a break•Remove the emotion

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Step 3: Define the Problem

• Emotion may cloud the real issue

• Effective communication is essential

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Active Listening• Listen without forming a response• Don’t make assumptions• Minimize distractions• Ask for clarification

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Step 4: Determine Ideal Outcomes• What is the ideal outcome for each party?• What is the probability each person will get what they want?

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Step 5: Negotiate a Compromise• What are the common, overlapping goals? •What can each person live with?

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HR Pro as Facilitator• Remain neutral•Don’t allow people to gang up

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How do I put the pieces together? • Working with emotion• Practicing conflict resolution• Making a plan

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Questions?

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Conflict in the Workplace

Contact Align

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Mona Lee Pearl 307-772-9100pearl@TheAlignTeam.org

www.TheAlignTeam.org