Embracing Conflict: aka – dealing with it. Welcome to our October 31, 2017 WITC Leadership Development Webinar

Today’s Agenda….. 11:31 – 11:35 am The basics of conflict resolution and confrontation skills. 11:36 – 11:42 am Don’t fear conflict; embrace it. 11:42 – 11:50 am Checklist to help us embrace the conflict process. 11:51 – 12:00 pm Discussion and conversation Our WITC 30-minute webinar series shares quick thoughts and ideas on relevant Management, Leadership, Supervision, and Human Resource topics in our everyday work world. peter.ptacek@witc.edu

Conflict in the workplace….. There are a several categories of workplace conflict including interpersonal, organizational, change related, and external factors. Interpersonal - Interpersonal conflict is the most apparent form of conflict for workplace participants. Organizational -  Those relating to hierarchy and the inability to resolve conflicting interests are quite predominant in most workplaces Trends/Change - The modern workplace has significant levels of stress and conflict related to change-management and reorganizing. Technological change can cause conflict, as can changing work methodologies. External Factors – Economic pressures, changing markets, competition, etc. Reference: http://www.mediate.com/articles/donaisB2.cfm

8 sources of conflict to consider 1. Change Implementation of new technology can lead to stressful change. Workers who don't adapt well to change can become overly stressed, which increases the likelihood of conflict in the workplace.   2. Interpersonal Relationships When different personalities come together in a workplace, there is always the possibility they won't mesh. Office gossip and rumors can also serve as a catalyst for deterioration of co- worker relationships. 3. Supervisor vs. Employee Just as co-worker personalities may not mesh, a supervisor and employee can also experience conflict. A supervisor who is seen as overbearing or unfair can rub an employee the wrong way, which makes the working relationship more difficult.

8 sources of conflict to consider – continued 4. External Changes When the economy slides into a recession or a new competitor swoops in and steals some of a company's market share, it can create tension within the company. This stress can lead to conflict between employees and even between upper levels of management. 5. Poor Communication Companies or supervisors that don't communicate effectively can create conflict. For example, a supervisor who gives unclear instructions to employees can cause confusion as to who is supposed to do what, which can lead to conflict. 6. Subpar Performance When a worker in a department is not "pulling his weight," it can lead to conflict within the department, perhaps even escalating into a confrontational situation. A supervisor who fails to acknowledge or address the situation can add fuel to the fire.

8 sources of conflict to consider – continued 7. Harassment Harassment in the workplace can take many forms, such as sexual or racial harassment or even the hazing of a new employee. Companies that don't have strong harassment policies in place are in effect encouraging the behavior, which can result in conflict. 8. Limited Resources Companies that are looking to cut costs may scale back on resources such as office equipment, access to a company vehicle or the spending limit on expense accounts. Employees may feel they are competing against each other for resources, which can create friction in the workplace.

Don’t fear conflict; embrace it – it’s your job! Conflict is generally not the issue – not managing the conflict is generally the culprit! The source of most conflicts is a lack of communication? Conflicts arise for many reasons: competitive tensions, jealousy, ego, stress, personality clashes, workload pressures, just someone having a bad day etc.  Communications…… Emotions……

Things to consider when Handling Conflicts….. Define acceptable behavior. Hit conflict head on. Understand the “What’s in it for me?” Factor. The importance factor! Viewing conflict as an opportunity.

A Coaching Checklist …… Make sure that good relationships are a priority. Separate people from problems.  Listen carefully to different interests.  Listen first, talk second.  Set out the "facts."  Explore options together. 

Wrapping up our conversation…. Four types of conflicts Many sources of conflicts Consider embracing conflict processes Things to consider when handling conflicts Coaching the conflict process.