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Conflict Resolution and Consensus Building

© Business & Legal Reports, Inc Session Objectives Recognize the impact of workplace conflict Identify common causes of conflict Understand how positive communication helps prevent conflict Resolve conflicts successfully Build consensus among employees

© Business & Legal Reports, Inc Prequiz: How Much Do You Know? Workplace conflict is always bad. Conflict is always based on personality clashes between employees. There is little you can do to prevent workplace conflict. The best way to deal with conflict is to ignore it. © Business & Legal Reports, Inc. 1001

© Business & Legal Reports, Inc What Is Conflict? A disagreement or dispute It’s inevitable Between groups or individuals Not necessarily destructive All can be resolved © Business & Legal Reports, Inc. 1004

HEALTHY COMPETITION Benefits of Well-Managed Workplace Conflict CREATIVITY INNOVATIONDIVERSITY © Business & Legal Reports, Inc. 1004

Reduced productivity Lower morale Increased absenteeism Greater turnover “Wildfire” effect Increased risk of violence Damage Caused by Poorly Managed Conflict Reduced productivity Lower morale Increased absenteeism Greater turnover “Wildfire” effect Increased risk of violence

© Business & Legal Reports, Inc WORK STYLES DIFFERENT GOALS PERSONALITY TYPES Common Causes of Workplace Conflict POOR COMMUNICATION © Business & Legal Reports, Inc. 1004

PRESSURESDIFFERENT NEEDSFUNCTIONSPERCEPTIONS Common Causes of Workplace Conflict (cont.) © Business & Legal Reports, Inc. 1004

Five Basic Options for Addressing Conflict Evasion Surrender Competition Compromise Collaboration

© Business & Legal Reports, Inc Conflict Assessment Checklist Who? What? Why? Policy? Who? What? Why? Policy?

© Business & Legal Reports, Inc Conflict Assessment Checklist (cont.) Intervention? Consequences? Consultation? Solutions? Intervention? Consequences? Consultation? Solutions? © Business & Legal Reports, Inc. 1004

Teach Employees to Send Clear Messages Think before you speak Use first-person statements Avoid finger-pointing Practice difficult messages © Business & Legal Reports, Inc. 1004

Teach Employees to Send Clear Messages (cont.) Be honest Provide information Use positive language Avoid negative patterns © Business & Legal Reports, Inc. 1004

Teach Employees to Listen Don’t interrupt Pay attention Be receptive Watch body language © Business & Legal Reports, Inc. 1004

Teach Employees to Listen (cont.) Show you’re listening Use imagination Ask questions Restate © Business & Legal Reports, Inc. 1004

Exercise Understand the benefits and disadvantages of conflict? Recognize common causes of conflict? Assess conflicts accurately? Address conflict productively? Teach employees good communication skills? How Well Do You Manage Conflict? Should You:

© Business & Legal Reports, Inc Do you understand: What conflict is? ? Benefits of constructive conflict? Damage caused by poorly managed conflict? Basic options for addressing conflict? Conflict assessment checklist? Communication skills that help prevent conflict? Review Do you understand: What conflict is? ? Benefits of constructive conflict? Damage caused by poorly managed conflict? Basic options for addressing conflict? Conflict assessment checklist? Communication skills that help prevent conflict?

© Business & Legal Reports, Inc Conflict Resolution Process Call a meeting © Business & Legal Reports, Inc Establish rules Define the problem Develop solutions

© Business & Legal Reports, Inc Conflict Resolution Process (cont.) © Business & Legal Reports, Inc Select the best solution Develop an action plan Implement and monitor the plan Evaluate process and result

© Business & Legal Reports, Inc Resolving Recurring Conflicts Identify participants Speak to each individually Bring participants together Summarize conflict © Business & Legal Reports, Inc. 1004

Recognize signs Break cycle Teach conflict resolution Monitor progress Resolving Recurring Conflicts (cont.) Recognize signs Break cycle Teach conflict resolution Monitor progress

© Business & Legal Reports, Inc Mediating Personality Conflicts Let employees know they are valuable Explain how work is affected Let them work it out © Business & Legal Reports, Inc. 1004

Mediating Personality Conflicts (cont.) Get commitment Monitor the situation Take action if necessary © Business & Legal Reports, Inc. 1004

Building Consensus: What Is It? Why Is It Important? Must be inclusive Requires facilitation Must be specific Enhances overall interaction © Business & Legal Reports, Inc. 1004

Define issue Establish rules Get input Reach agreement Summarize Basic Building Blocks

© Business & Legal Reports, Inc Failing to define issues Not establishing rules Not including all viewpoints Bargaining with dissenters Pushing your own agenda Building Consensus: Common Mistakes

© Business & Legal Reports, Inc Call a meeting Establish rules Define the problem Develop solutions Select the best solution Develop an action plan Implement & monitor the plan Evaluate process & result Identify the Steps in the Conflict Resolution Process:

© Business & Legal Reports, Inc Do you understand: Conflict resolution process? Resolving recurring problems? Mediating conflicts? What consensus is and why it’s important? Basic building blocks for consensus? Common mistakes when building consensus? Review Do you understand: Conflict resolution process? Resolving recurring problems? Mediating conflicts? What consensus is and why it’s important? Basic building blocks for consensus? Common mistakes when building consensus?

© Business & Legal Reports, Inc Key Points Workplace conflict is inevitable. You can create a positive atmosphere. Building consensus leads to group success.