Conflict Resolution/Management Background Information: Conflict is a natural and normal feature of the workplace. It occurs in every organization. For any team that strives to attain its goals, conflict is inevitable. Although differences will occur, the outcome doesn’t have to be negative. Conflict can provide opportunities. Conflict challenges us to think harder, to be more creative, to develop greater understanding, and to search for alternative avenues that are more efficient, more effective, and more productive.

Conflict Resolution/Management Watch the video: https://www.youtube.com/watch?v=_cI8IptHu_c. If these personalities exist in the workplace, what do you think will happen? Identify the personality types of each person. What type of personality/employee is the male? What type of personality is the female? What do you think about this conversation? Was it okay to have this discussion in the workplace? What would have happened if the female had agreed with his statements about Miguel? Predict what would happen? Would he try to get other employees against Miguel? Teacher will distribute or display a copy of the cartoon/photo/video. This is indicative of every work environment, typically personalities in every workplace. Show the video and then ask students to identify what is happening. Teacher should elicit conflict. (possible responses: the conflict will escalate and will be perpetuated in the workplace).

Conflict Resolution and Employability Skills Conflict resolution is an essential part of employability skills. An employee must: Articulate their concerns/issues and solve problems with respect for others point of view Develop as a good employee through training/seminars in order to complete the work of the company Demonstrate that they manage change with a high level of professionalism Work as a team and develop interpersonal skills How will these attributes enable an individual to grow personally/professionally? Provide examples. Ask the students, to explain the correlation between conflict resolution and employability skills. Elicit responses from students. Possible answers: These attributes will enable an individual to grow personally and perform at a high level of professionalism in the workplace.

Conflict Resolution/Management Conflict is about differences. People have different preferences, habits, and opinions—sometimes those differences create conflict. Because of the increasing diversity of the workforce, we are seeing more workplace conflict than ever before. Do you agree or disagree with this statement? Explain. Teacher will read or paraphrase the following quote:

Conflict Resolution/Management Definitions Conflict is a disagreement over opinions, principles, or interests. Conflict management is the process of handling conflict fairly between people with opposing needs, ideas, or goals. (BusinessDictionary.com) Teacher will review the definition of conflict and conflict management with the students

Conflict Resolution/Management Experiences Pair and share various experiences that you have encountered in the workplace, clubs at school, organizations, personal/professional relationships or volunteer experiences that dealt with conflict. What did you do about it? How did you address the issue? Ask the students to pair and share various experiences that they have encountered in the workplace, clubs, organizations, personal/professional relationships or volunteer experiences that dealt with conflict. Have students come to the board and write down how they dealt with it. For example, did you speak to the person, did you ignore the issue etc…This information will be used later help students identify that steps that they are currently using (this will be aligned with the suggested strategies)

Conflict Resolution/Management Conflict resolution/management is so important in the workplace: 1. Employers expect employees to approach differences and conflicts with intelligence, not emotions 2. Managing conflict can turn into an opportunity that can result in a more productive work environment 3. If conflict is allowed to fester, the employer and employees will suffer Teacher will explain why conflict management/resolution is so important in the workplace. Teacher: Share an example of a conflict that you have experienced in your job. Discuss how it made you feel and how you managed the conflict (Note: select an appropriate example).

Conflict Resolution/Management There are many different types of conflict and ways that conflict can be resolved. For instance, depending on whom the conflict is with, do you feel that the strategies will be different? Teacher will say that there are many different types of conflict and the ways that conflict can be resolved. Here are some strategies that you can utilize to address conflict in the workplace.

Techniques for Addressing Conflict in the Workplace Here are some tips that can be utilized to address conflict in the workplace. https://www.youtube.com/watch?v=UpW5l9lfgbs www.youtube.com/watch?v=plw8tZr9RIc&ebc=ANyPxKp0 9ZIvZ0_gyz7zdjIf9CQA_0X33fl3XH2A4RptwieEdjryt4iBoT U0TTJhozu1I- gwMgeMUZUn_umQvuugPcCUCtqFxg&nohtml5=False Teacher will show the video and then say that you will learn some tips that can utilized to address conflict in the workplace.

6 Strategies for Resolving Conflicts 1. Begin the Process 2. Share Your Concern 3. Listen to the Other Side of the Story (facts and feelings) 4. Clarify the Issues 5. Brainstorm and Agree to Solutions 6. Bring Closure to the Situation

Workplace Conflict Scenarios 1. Employee/Customer Conflict: Katherine works at a technology store. One of the responsibilities of the job is to ensure that the customers are satisfied while looking after the company’s interest. Matthew comes into the store frustrated because his monthly bill reflects extra fees for exceeding the allotted data plan minutes. Teacher will tell the students that they will role-play people with poor conflict resolution/management skills and people with good resolution/management skills. Their acting will demonstrate how conflict can be resolved appropriately.   Students will role-play the following scenario. The students are encouraged to utilize the conflict strategies to resolve each the conflict scenario.

Workplace Conflict Scenarios 2. Employer/Employee Conflict: Tim is the manager at a grocery store and is in charge of scheduling the part-time employees. Scheduling the employees have become challenging because many of the employees are unreliable and call out or do not show up for the assigned shift. Damian is an employee at the grocery store through a Site-Based work experience program. Damian leaves school for four hours during the scheduled workdays but is a regular student the rest of the time. Damian is an exemplary employee, so Tim asks Damian to cover shifts for employees who do not show up for work. As a result, Damian is returning to school late and getting written up by his teachers for being tardy or absent.

Workplace Conflict Scenarios 3. Co-worker/Co-worker Conflict: Julia and Jenette are co- workers at a retail store. Together, they have been given 50 T-shirts to sell to customers. If they sell all 50 shirts by the deadline, they will both get a commission/bonus. If not, neither will get a bonus. Every time Julia sees Jenette, Jenette is talking with people instead of focusing on the task. Every time Jenette starts a conversation with a prospective customer, Julia comes and tries to get Jenette to move faster. There are only a few hours left before the deadline, and both are frustrated when they stop at the coffee shop in the food court for a break.

Conflict Resolution/Management Checking for Understanding Option #1 Which conflict resolution/management skills were used to resolve each scenario? Why is it important to management conflict in the workplace? Ask the students to share what they felt and observed during the performances

Conflict Resolution/Management Checking for Understanding Option #2 Students will watch the video and then identify which strategies were used to resolve the conflict. https://www.youtube.com/watch?v=plw8tZr9RIc&e bc=ANyPxKp09ZIvZ0_gyz7zdjIf9CQA_0X33fl3XH 2A4RptwieEdjryt4iBoTU0TTJhozu1IgwMgeMUZU n_umQvuugPcCUCtqFxg&nohtml5=False

Conflict Resolution/Management Exit Ticket: Write one attribute that they can practice at home, school, or work. Ask the students to review list of conflict resolution/management strategies and ask them to