Conflict Strategy & Approach Sige Burden Jr. Sr. Managing Director Faculty & Staff Relations Human Resources Division

Case Studies Discussion Wake Up!

What are you afraid of? Conflict Avoidance Conflict is Inevitable. Today’s decision is simply today’s best guess. - Key is to make “informed” decisions. (more information is better).

Feel like some days you should have stayed at home in your PJ’s.

Resources Source of information and guidance on UGA Administrative Policies and Procedures for subordinates and supervisors. Facilitate the fair treatment and resolution of workplace interests and concerns. Assist members of the University community to develop and maintain a positive work environment. Minefield Don’t know what you don’t know. - Examples: FMLA / ADA / USERRA

The Playing Field Reality Expectations / Goals The Stakeholders You are an agent of the institution/organization Expectations / Goals Internal / external The Stakeholders Management, faculty, staff, and students Policies / Procedures Law (federal & state) Board of Regents University of Georgia School/department Hands Off: NDAH Workplace Violence Workplace Theft Legal Situations “If it ain’t written it didn’t happen.” - Why should I believe you?

Conflict Triage Conflict is context driven. Move from “what’s wanted” to “why?” Ask So What? – Get to the roots. Don’t feed into the emotion of the conflict. When emotions are high, reasoning is low. Don’t take it personally. Be deliberate in your communications. Communication is irreversible – Nothing we say can ever be completely retracted; even an apology cannot completely remove the impact of a misspoken word. Flags: Noticeable changes in work performance Attitude problem Violations of workplace policies and/or procedures Safety Misconduct Is there a history or “pattern”?

Responding Control the situation and the message. How When Email vs. in person Email: Acknowledge receipt, but don’t respond to substance In Person: “Let’s address facts. If necessary, respond after you’ve had time to think about it.” When Immediately vs. delay Urgency Draft / Rehearse Speed Dial.

Know Yourself Are you the problem? Expectations Goals Needs Prejudices / Tendencies Be the supervisor Not trying to change “you”. Just be aware of how “you” influences “you”.

Favorite/Least Favorite Exercise Exercise in consistency.

The Golden Rule Respect Honesty Trust

Questions

Conflict Strategy & Approach Sige Burden Jr. Sr. Managing Director Faculty & Staff Relations Human Resources Division