Bob White

816-716-7736

Success@kc.rr.com

Workplace Dispute Prevention

September 19, 2007

Impact of Conflict in the IRSImpact of Conflict in the IRS

The IRS MissionProvide America's taxpayers top quality service by helping them understand and meet their tax responsibilities and by

applying the tax law with integrity and fairness to all.

Unresolved conflict can have a negative impact on organizational performance.

Reduced ComplianceWasted Time + Wasted Energy and Resources =

September 19, 2007

What Is Conflict?

Conflict is defined as a disagreement over disputed issues or incompatible goals involving two or more parties.

September 19, 2007

What Conflict?

Conflict situations are those in which the concerns of two people appear to be incompatible. In such situations, behaviors can be described along two basic dimensions:

     l)   Assertiveness is the extent to which the individual attempts to satisfy his/her own concerns; and

 2)  Cooperativeness is the extent to which the individual attempts to satisfy the other person’s concerns.

September 19, 2007

Conflict Prevention

Twelve Powerful Words

You New

Guarantee Results

Money Easy

Save Health

Love Free

Discovery Proven

September 19, 2007

Step 1: Make Up Your Mind

• Know your passions “and” talents

• Seek meaning • Find a higher

purpose• Decide to act• Doing nothing is a

choice

September 19, 2007

Step 2: Order Your Steps

• Develop a path• Set timeframes• Set realistic

goals• Know your

priorities

September 19, 2007

Step 3: Take Control

• Face your fears• Get in the driver’s

seat • Evaluate your

circle• Take the first step• Take risks

September 19, 2007

Step 4: Invite Feedback

• Be open-minded• Listen• Be teachable• Accept honesty• Don’t overreact• Decide how to

move forward

September 19, 2007

Step 5: Visualize Your Success

• Everything starts in the mind

• Control your self-talk

• Picture yourself as being confident

September 19, 2007

Step 6: Anticipate Obstacles

• Accept temporary set-backs

• Have a Plan B• Stay focused• Be flexible• Overcome “you”

Step 7: Trust Your Instincts

• Believe in you• Follow your

destiny• Build on past

successes• View your

emotions as feedback

Step 8: Invest in Yourself

• Take personal time• Commit to personal

health• Be willing to

sacrifice• Self-satisfaction• “Do you”

Step 9: Own Your Future

• Be accountable• Protect your

equity• Be your best

every time

Step 10: Never Give Up

• Be a fighter • Transform the

word “No”• Develop a

personal BRP• Keep dreaming• Keep the faith

Taking Charge of Conflicts

• Make up your mind• Order your steps• Take control• Invite feedback• Visualize your success• Anticipate obstacles• Trust your instincts• Invest in yourself• Own your future• Never give up

September 19, 2007

Conflict Prevention

FIVE THINGS YOU NEED TO KNOW BEFORE

YOU RETIRE

Be True to Yourself Live with No Regrets Become Love Live in The Present Moment Give More Than You Take

September 19, 2007

Seven Conflict Strategies

1. Define what the conflict is about.

2. It’s not you versus me; it’s you and me versus the problem

3. Identify your shared points of agreement rather than focusing on your one point of disagreement

September 19, 2007

Seven Conflict Strategies

4. Sort out interpretations from facts

5. Develop a sense of forgiveness

6. Learn to listen actively

7. Purify your heart

September 19, 2007

Seven Conflict Techniques

1. Listen without interruption

- Don’t defend yourself – just listen.

2. Ask questions to increase understanding

3. Restate key points to establish common ground

4. Give the other person the benefit of the doubt

September 19, 2007

Seven Conflict Strategies

5. Control your emotions

-Don’t build resentment

-If you can control your emotions, you

can handle the situation

6. Think before you respond

- State your position calmly

7. Agree on a solution

September 19, 2007

Benefits of the 7 Strategies

There are 4 benefits to the above 7 Steps:

1. Shifting attention away from you and toward the problem at hand

2. Very often defuses anger an resentment

3. Opens the door for you to gain some valuable information

4. Lets your management team know you are a team player

September 19, 2007

Dealing with Difficult PeopleDealing with Difficult People

Put problem people in proper perspective Don’t expect difficult people to change Learn to respond as well as to listen Give and request constant feedback Deal directly and discreetly Be straightforward and unemotional Be gracious

“THE BEST WAY OUT OF A DIFFICULT SITUATION IS THROUGH IT!”

September 19, 2007

BATNABATNA

Best Alternative to a Negotiated Agreement (BATNA)

The BATNA is what you will do independent of the other party should the negotiation fail

Before negotiating, know what you’ll do if you walk away

The benefits of having a BATNA include: Increased confidence Ability to focus on the negotiations

September 19, 2007

Self Mediation ProcessSelf Mediation Process

Find a time to talk A conversation about having a conversation No communication = no solution

Plan the context Remove land mines Protect the dialogue

Talk it out Use natural forces toward harmony to produce breakthroughs

Reach agreement Plan the future

September 19, 2007

ConclusionConclusion

“With preparation and practice, dealing with conflictdoesn’t have to feel like walking a tightrope!”