© BLR ® —Business & Legal Resources 1403 Conflict Resolution and Consensus Building

© BLR®—Business & Legal Resources 1403

Conflict Resolution and Consensus Building


Session Objectives

Recognize the impact of workplace conflict

Identify common causes of conflict

Understand how positive communication helps prevent conflict

Resolve conflicts successfully

Build consensus among employees


Prequiz: How Much Do You Know?

Workplace conflict is always bad.

Conflict is always based on personality clashes between employees.

There is little you can do to prevent workplace conflict.

The best way to deal with conflict is to ignore it.



What Is Conflict?• A disagreement or dispute

• It’s inevitable

• Between groups or individuals

• Not necessarily destructive

• All can be resolved



HEALTHYCOMPETITION

Benefits of Well-Managed Workplace Conflict

CREATIVITY

INNOVATIONDIVERSITY



• Reduced productivity

• Lower morale

• Increased absenteeism

• Greater turnover

• “Wildfire” effect

• Increased risk of violence

Damage Caused by Poorly Managed Conflict

• Reduced productivity

• Lower morale

• Increased absenteeism

• Greater turnover

• “Wildfire” effect

• Increased risk of violence



WORK STYLESDIFFERENT GOALSPERSONALITY TYPES

Common Causes of Workplace Conflict

POORCOMMUNICATION



PRESSURESDIFFERENT NEEDSFUNCTIONSPERCEPTIONS

Common Causes of Workplace Conflict (cont.)



Five Basic Options for Addressing Conflict

Evasion

Surrender

Competition

Compromise

Collaboration


Conflict Assessment Checklist

• Who?

• What?

• Why?

• Policy?

• Who?

• What?

• Why?

• Policy?


Conflict Assessment Checklist (cont.)

• Intervention?

• Consequences?

• Consultation?

• Solutions?

• Intervention?

• Consequences?

• Consultation?

• Solutions?



Teach Employees to Send Clear Messages

• Think before you speak

• Use first-person statements

• Avoid finger-pointing

• Practice difficult messages



Teach Employees to Send Clear Messages (cont.)

• Be honest

• Provide information

• Use positive language

• Avoid negative patterns



Teach Employees to Listen• Don’t interrupt

• Pay attention

• Be receptive

• Watch body language



Teach Employees to Listen (cont.)

• Show you’re listening

• Use imagination

• Ask questions

• Restate



Exercise

Understand the benefits and disadvantages of conflict?

Recognize common causes of conflict?

Assess conflicts accurately?

Address conflict productively?

Teach employees good communication skills?

How Well Do You Manage Conflict?Should You:


Do you understand:• What conflict is?• Benefits of constructive

conflict?• Damage caused by poorly

managed conflict?• Basic options for

addressing conflict?• Conflict assessment checklist?• Communication skills that help

prevent conflict?

ReviewDo you understand:• What conflict is?• Benefits of constructive

conflict?• Damage caused by poorly

managed conflict?• Basic options for

addressing conflict?• Conflict assessment checklist?• Communication skills that help

prevent conflict?


Conflict Resolution Process

Call a meeting

Establish rules

Define the problem

Develop solutions



Conflict Resolution Process (cont.)

Select the best solution

Develop an action plan

Implement and monitor the plan

Evaluate process and result



Resolving Recurring Conflicts• Identify participants

• Speak to each individually

• Bring participants together

• Summarize conflict



• Recognize signs

• Break cycle

• Teach conflict resolution

• Monitor progress

Resolving Recurring Conflicts (cont.)

• Recognize signs

• Break cycle

• Teach conflict resolution

• Monitor progress


Mediating Personality Conflicts

• Let employees know they are valuable

• Explain how work is affected

• Let them work it out



Mediating Personality Conflicts (cont.)

• Get commitment

• Monitor the situation

• Take action if necessary



Building Consensus: What Is It? Why Is It Important?

• Must be inclusive

• Requires facilitation

• Must be specific

• Enhances overall interaction



• Define issue

• Establish rules

• Get input

• Reach agreement

• Summarize

Basic Building Blocks


• Failing to define issues

• Not establishing rules

• Not including all viewpoints

• Bargaining with dissenters

• Pushing your own agenda

Building Consensus:Common Mistakes


Exercise

Call a meeting

Establish rules

Define the problem

Develop solutions

Select the best solution

Develop an action planImplement & monitor the planEvaluate process & result

Identify the Steps in the Conflict Resolution Process:


Do you understand:• Conflict resolution process?• Resolving recurring

problems?• Mediating conflicts?• What consensus is

and why it’s important?• Basic building blocks

for consensus?• Common mistakes when

building consensus?

ReviewDo you understand:• Conflict resolution process?• Resolving recurring

problems?• Mediating conflicts?• What consensus is

and why it’s important?• Basic building blocks

for consensus?• Common mistakes when

building consensus?


Key Points

Workplace conflict is inevitable.

You can create a positive atmosphere.

Building consensus leads to group success.

Documents

© BLR ® —Business & Legal Resources 1403 Conflict Resolution and Consensus Building