1. Workplace Conflict RESOLUTION

2. Sources of Conflict Conflicts originate from a variety sources and contain many different qualities. Conflicts, therefore, may also require variety of approaches, and be more or less difficult to resolve. Hence the old adage; “If the only tool that you have is a hammer, everything starts to look like a nail” 4/14/2015CAHRMA Conference Presentation

3. Sources of Conflict Communications conflicts - misunderstandings, lack of information, assumptions, differences in perspective, misinformation, and ambiguities. Structural Conflicts - ineffectual processes, time constraints, inappropriate structure, organizations, social structures and systems. Relationship Conflicts - stereotypes, distorted perceptions, unmet expectations, fear, use of power, history. Interest Conflicts - perceived or actual incompatibility of needs and interests, differences in preferences, style, ways of doing things, differences in emotional needs, etc. Value conflicts - Opposing beliefs, values, philosophies, worldview. 4/14/2015CAHRMA Conference Presentation

4. Ways to Approach COMMUNICATION CONFLICTS Define terms Clarify assumptions and expectations Check interpretation of information Develop criteria for determining relevant information 4/14/2015CAHRMA Conference Presentation

5. Ways to Approach STRUCTURAL CONFLICTS Design process to satisfy both parties Adapt deadlines and timelines where possible Check whether structure is causing problems Analyze context within which the conflict occurs 4/14/2015CAHRMA Conference Presentation

6. Ways to Approach RELATIONSHIP CONFLICTS Show concern for others point of view Remain non-defensive and non judgemental Keep emotions in check, share stories and other information that helps others see you as reasonable and friendly Use power equitably Speak to the history and ways to move past it 4/14/2015CAHRMA Conference Presentation

7. Ways to Approach INTERESTS, CONFLICTS De-emphasize positions Seek and offer information about, motivations, fears, and goals underlying each persons attitudes, words, actions and stances Collaborate when differences can be accommodated and compromise when differences are incompatible 4/14/2015CAHRMA Conference Presentation

8. Ways to Approach VALUES CONFLICTS Seek and offer information about beliefs and values Look for common goals and values Acknowledge value differences and try to resolve the conflict in ways that respect the differing value systems 4/14/2015CAHRMA Conference Presentation

9. Forms of Dispute Resolution Alternative Dispute Resolution Spectrum “Conflict Resolution” is a broad term used by professionals involved in this field, the following are some specific forms of dispute resolution. Third party intervention and control increases as one moves from negotiation to adjudication 4/14/2015CAHRMA Conference Presentation

10. Negotiation Disputing parties agree to resolve their problem by talking about their concerns face to face and working together to find a solution that is mutually acceptable. NOTE: It is in this form of intervention that the disputants maintain the greatest degree of control 4/14/2015CAHRMA Conference Presentation

11. Coaching A “coach” is a third party who encourages the disputing parties to solve their problem. For example s/he may make suggestions on how to approach the other party to the conflict help the person understand his/her underlying interests or act as a “go between”. NOTE: This may be the initial intervention of a supervisor or Human Resources staff member 4/14/2015CAHRMA Conference Presentation

12. Mediation Mediation is a voluntary, co-operative problem solving process in which a person acceptable to the disputing parties assists them in clearly defining the issues in the dispute and helps them work toward a mutually agreeable resolution to the dispute. NOTE: The mediator has the primary responsibility of guiding them through the process, the disputants maintain primary responsibility for the resolution of their conflict. Typically a mediator comes from outside the direct organization of the disputants 4/14/2015CAHRMA Conference Presentation

13. Positions and Interests Positions Interests Common Interests Fixed solutions, demands Fears, Needs, Concerns, Wants, Hopes Issue of concern

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16. Arbitration An arbitrator is a person appointed by two disputing parties to settle their dispute. In arbitration the third party makes a judgement after hearing both sides of the dispute. NOTE: In arbitration the disputants no longer have final decision making power 4/14/2015CAHRMA Conference Presentation

17. Adjudication The civil and criminal courts are well established as a form of dispute resolution in North America, to the point that they have become the most well known method, although not necessarily the most effective method of dispute resolution. NOTE: In adjudication disputing parties are usually represented by lawyers, and as a result, have minimal control 4/14/2015CAHRMA Conference Presentation