Resolving Employee Conflict A Guide For human Resources Presented By Group 14: DeVaan biting Courtney Cantrell, Andre Fernandes, Shelby Power, Angeleke Vakiaros

Objectives Define employee conflict and the causes Explore the ways to handle and address conflict Explain how to effectively resolve conflict Review the 8 steps of feedback List the Do’s and Don’ts of workplace conflict Address the outcomes of resolving conflict

Employee Conflict An interpersonal problem that occurs between members of a team, that affects unity. Conflict that is about one or more of types of legally prohibited discrimination: Race Color Religion Sex National Origin Age Handicap Team Conflict is a problem that occurs between two or more members of a team, and affects results of teamwork, so the team does not perform at optimum levels. Team conflicts are caused by the situation when the balance between perceptions, goals, and/or values of the team is upset, therefore people can no more work together and no shared goals can be achieved in the team environment. Employee conflict often arises when an employee claims that someone else, who has similar skills and experience, is being treated better by the employer, and that the reason can be traced to one of the legally prohibited forms of discrimination.

Causes of Employee Conflict Communication Gap Lack of Understanding Clash of Egos Unclear Objectives Frustrations/Emotions Lack of Trust Lack of Collaboration Indecisiveness Different Values/Morals Compensation

Examples of Conflict Damaging Healthy Disagreements that care communicated in a supportive environment that generates new ideas or ways to problem solve Tension that increases awareness or sheds light on a growing workplace problem Damaging Name calling Personal attacks Silent and withdrawn Cliques, gossip, rumors Lack of mutual respect

Handle & Address Conflict HOW TO Handle & Address Conflict Handle Define acceptable behavior Hit conflict head-on Understand what is in it for you Importance Factor View as an opportunity Address Avoidance Collaboration Compromise Competing Accommodation

The Do’s & Don’ts of Resolving Conflict Understand that conflicts are inevitable Resolve to address conflict quickly Focus on the problem Be open to solutions Acknowledge how employees are feeling Listen actively Focus on personality traits that cannot be changed Interrupt and Attack Disregard the feelings of the employees Avoid the conflict Allow emotions to take over the conversation Impose personal values or beliefs

Mapping the Route to THe Destination… Steps for Resolution Acknowledge the situation with all parties involved Allow each individual to EXPRESS their feelings and/or concerns Define the conflict Determine the underlying NEED Find common areas of agreement Develop solutions to satisfy needs Establish necessary actions to resolve conflict and consequences if conflict goes unresolved Decide if follow-up is necessary and evaluate as discussed Explore other options if conflict remains unresolved This slide illustrates more of a timeline or progression for conflict resolution. The slide serves to answer the age-old question, “Where am I now and where do I start?”.

8 Steps of feedback 1 Identify your responsibility for the situation 2 Focus on one problem at a time 3 Oreo cookie technique 4 Find out the other person’s perspective 5 Give analysis of situation 6 Use “I” statements 7 Focus on objective behaviors 8 Offer a suggestion

Outcomes Only ONE good outcome Better working environment Increased productivity Less chance of future conflict BOTH parties must work out their differences

Management HOW to Manage WHAT Happens Let people tell their story Bring a reality check to the table Identify the true impediment Know when to referee Do not be swayed by office politics Problems solved quickly and efficiently Teamwork and relationships improve Performance and productivity improve Stress is reduced and integrity is preserved Staff morale is increased

Avoid Future Conflicts Takeaway Tips Positive Resolutions Address issues face-to-face as soon as possible Acknowledge views of all parties and remain unbiased Clearly state the importance of the resolution and intermediate goals to help resolve the conflict Pause discussion and return later if emotions or bias start to impact decisions throughout the process Avoid Future Conflicts Establish well-defined expectations Encourage open communication with employees Implement team-building activities to develop trust and bonding within workplace Approach conflicts with an open mind, allowing each to be an opportunity of growth and learning within the company

Summary Defined employee conflict and common causes Methods available to handle and address conflict Acknowledged techniques to resolve conflict Stated the outcomes of resolving conflict Defined managements role in employee conflict Provided tips for positive results and how to avoid conflict

references Forbes. Forbes Magazine. Web. 9 Oct. 2015. <http://www.forbes.com/sites/mikemyatt/2012/02/22/5-keys-to-dealing- with-workplace-conflict/>. "Conflict Resolution Do's and Dont's." Conflict Resolution Do's and Dont's. Web. 7 Oct. 2015. <http://lifework.arizona.edu/ea/conflict_resolution_dos_and_donts>. "Resolving Conflict Situations." Resolving Conflict Situations. Web. 9 Oct. 2015. <http://hrweb.berkeley.edu/guides/managing- hr/interaction/conflict/resolving>. "Resolving Workplace Conflict." Resolving Workplace Conflict. Web. 7 Oct. 2015. <http://hr.colorado.edu/fsap/healthtips/Pages/Resolving-Workplace- Conflict.aspx>.

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