1. © Business & Legal Reports, Inc. 1004 Alabama Retail is committed to partnering with our members to create and keep safe workplaces. Be sure to check out all of the training tools that are available in our Safety Library. This training tool is brought to you by

2. Conflict Resolution and Consensus Building

3. © Business & Legal Reports, Inc. 1004 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

4. © Business & Legal Reports, Inc. 1004 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

5. © Business & Legal Reports, Inc. 1004 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

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

7. 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

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

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

10. Five Basic Options for Addressing Conflict Evasion Surrender Competition Compromise Collaboration

11. © Business & Legal Reports, Inc. 1004 Conflict Assessment Checklist Who? What? Why? Policy? Who? What? Why? Policy?

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

13. 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

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

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

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

17. 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:

18. © Business & Legal Reports, Inc. 1004 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?

19. © Business & Legal Reports, Inc. 1004 Conflict Resolution Process Call a meeting © Business & Legal Reports, Inc. 1004 Establish rules Define the problem Develop solutions

20. © Business & Legal Reports, Inc. 1004 Conflict Resolution Process (cont.) © Business & Legal Reports, Inc. 1004 Select the best solution Develop an action plan Implement and monitor the plan Evaluate process and result

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

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

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

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

25. 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

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

27. © Business & Legal Reports, Inc. 1004 Failing to define issues Not establishing rules Not including all viewpoints Bargaining with dissenters Pushing your own agenda Building Consensus: Common Mistakes

28. © Business & Legal Reports, Inc. 1004 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:

29. © Business & Legal Reports, Inc. 1004 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?

30. © Business & Legal Reports, Inc. 1004 Key Points Workplace conflict is inevitable. You can create a positive atmosphere. Building consensus leads to group success.