1. Resolve Conflicts Project Manager Academy Section Seventeen JOB LOOP 5. 0Post Project Review 4.0Project Management 3.0Project Pricing 2.0Project Estimating 1.0Project Qualification

2. Problem Solving Leaders spend a significant amount of time and effort solving problems. Safety Health / Environmental Technical Operations Schedules Customer needs Ordering supplies Equipment breakdowns People/Conflicts 1

3. Appropriate Work Conflict Is Healthy 2 Disagreements often result in a more thorough study of options and better decisions and direction.

4. Addressing Conflicts Leaders are responsible for creating a work environment that enables people to thrive. When disagreements escalate into conflicts, you must intervene. Not intervening is not an option if you value your organization and your positive culture. 3

5. Key Steps to Resolve Conflict 1.Meet with everyone involved. 2.Discuss the problem. 3.Deliver ownership and brainstorming. 4.Select and monitor the solution. 4

6. Step 1 - Meet with Everyone Involved Avoid individual meetings. Have those involved together at the same time. Easier to gather the facts. Reduces misrepresentation and exaggeration. Reinforces the fact that the problem belongs to the team. 5

7. Step 2 – Discuss the Problem Be open. Summarize the facts. Ensure all participants agree. Hear and re-iterate all sides of the story. 6

8. Step 3 – Deliver Ownership & Brainstorm Employees often see the problem as the Managers – deliver this ownership to the participants. Prevents sabotage and promotes cooperation. “Would you consider…” “What would you think of…” 7

9. Step 4 – Select and Monitor the Solution Assist participants in crafting a tentative solution. Participants may not like the solution, but they should agree that if properly implemented, the solution should solve the problem. Better than the “unpleasant” solution. Arrange follow-up meeting to monitor progress. Document to prevent confusion down the road. 8

10. Tools to Assist in Problem Solving 1.Prepare. 2.Listen. 3.Establish Mutual Respect. 4.Establish Mutual Purpose. 5.Maintain Composure. 9

11. Prepare Not always possible. Learn about the issues. What has been done / not done. Options for resolution… 10

12. Listen Don’t just hear – LISTEN. Record/make notes to ensure your are getting the facts. 11

13. Results of Poor Listening Unresolved problems and overlooked solutions Poor decisions Misunderstandings, poor morale Costly mistakes Ignored suggestions 12 © 2011 FMI Corporation

14. Restatement and Paraphrasing (1 of 2) Allows you to confirm your understanding Lets you clarify any misunderstanding Can help the other person share information that is difficult for them Allows the other person to hear what they said 13 © 2011 FMI Corporation

15. Restatement and Paraphrasing (2 of 2) “In other words, you’re saying…” “If I have heard you correctly…” “Am I right in thinking that…” “Putting it another way, you are saying...” “Let me see if I understand what you just said.” 14 © 2011 FMI Corporation

16. Establish Mutual Respect Say what you don’t mean. “I’m not saying you are careless…” Explain what you do mean. 15

17. + & - Only + Circle of Mutual Respect 16

18. + & - Only + Always positive between others and me about you. Always positive between others and you about me. Positive or negative between you and me, about you or me. Circle of Mutual Respect 17

19. Circle of Mutual Respect 18 Between you and I there is a circle of Mutual Respect. I may hear negative comments about you from others; I will only communicate positively about you. You may hear negatives about me from others; you will only speak positives about me. You and I will speak respectfully to each other. We will provide constructive feedback in a positive way.

20. Establish Mutual Purpose Recognize the legitimacy of both positions. We are all in this together. Win / win = team goals. 19

21. Maintain Composure 20 Don’t personalize the problem. Certain subjects are really sensitive and can be downright emotional. Should you find yourself in this situation: Record vs React

22. Scenario #1 A leader has 2 co-workers at the same site. Both are valued, skilled and qualified but have opposing styles. Worker 1 complains that worker 2 has poor housekeeping habits. Worker 2 states that worker 1 cares more about housekeeping than productivity and quality. 21

23. Scenario #2 A leader is very happy with the quality of his team. Unfortunately, everyone complains about one of the new hires saying they can never find him when they need him and that he does not answer his cell phone. The leader sees the new hire working very hard. The employee claims that everyone on the team picks on him and expects him to do all their grunt work for no extra recognition / reward. 22

24. In Closing 23 The Key Steps to Resolve Conflict The Tools To Assist in Problem Solving 1.Meet with everyone involved 2.Discuss the problem 3.Deliver ownership and brainstorming 4.Select and monitor the solution 1. Prepare 2. Listen 3. Establish Mutual Respect 4. Establish Mutual Purpose 5. Maintain Composure

25. Take Aways 24 ___________________________________