Embed Size (px)
Citation preview
The Good, the Bad and the Ugly
Dealing with Conflict in the Workplace
Mona Lee Pearl
Conflict in the Workplace Page #
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
Conflict in the Workplace Page #
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
Conflict in the Workplace 4
What is Conflict?•Communication•Problem Solving
Conflict in the Workplace Page #
Purpose
• Everyone has a right to work in an environment free from:– Harassment– Discrimination– Acts of violence
Your Role as HR Professional
Conflict in the Workplace Page #
Your Role as a Participant
Conflict in the Workplace Page #
The 5 Steps
1. Prevent
2. Stop
3. Define the Problem
4. Determine Ideal Outcomes
5. Negotiate
Conflict in the Workplace Page #
Step 1: Prevent•EQ or people skills•Problem solving skills
Conflict in the Workplace Page #
Step 2: Stop•Take a break•Remove the emotion
Conflict in the Workplace Page #
Step 3: Define the Problem
• Emotion may cloud the real issue
• Effective communication is essential
Conflict in the Workplace Page #
Active Listening• Listen without forming a response• Don’t make assumptions• Minimize distractions• Ask for clarification
Conflict in the Workplace Page #
Conflict in the Workplace Page #
Step 4: Determine Ideal Outcomes• What is the ideal outcome for each party?• What is the probability each person will get what they want?
Conflict in the Workplace Page #
Step 5: Negotiate a Compromise• What are the common, overlapping goals? •What can each person live with?
Conflict in the Workplace Page #
HR Pro as Facilitator• Remain neutral•Don’t allow people to gang up
Conflict in the Workplace Page #
How do I put the pieces together? • Working with emotion• Practicing conflict resolution• Making a plan
Conflict in the Workplace
Questions?
17
