1. The Good, the Bad and the Ugly Dealing with Conflict in the Workplace Mona Lee Pearl

2. 2 Conflict in the Workplace Mona Lee Pearl, SPHR HR Consultant for Wyoming SBDC EVP of Align MS in Management; emphasis in HR Management Certified Senior Professional in HR (SPHR) Over 30 years of experience as a leader, manager, consultant and trainer

3. Objectives Define conflict and what role different positions play in dealing with conflict Review the five-step process for dealing with conflict in the workplace Examine an HR professional’s role as a facilitator Review the communication model for achieving better communication 3 Conflict in the Workplace

4. 4 What is Conflict? Communication Problem Solving

5. Purpose Everyone has a right to work in an environment free from: – Harassment – Discrimination – Acts of violence 5 Conflict in the Workplace Your Role as HR Professional

6. 6 Conflict in the Workplace Your Role as a Participant

7. The 5 Steps 1.Prevent 2.Stop 3.Define the Problem 4.Determine Ideal Outcomes 5.Negotiate 7 Conflict in the Workplace

8. 8 Step 1: Prevent EQ or people skills Problem solving skills

9. 9 Conflict in the Workplace Step 2: Stop Take a break Remove the emotion

10. 10 Conflict in the Workplace Step 3: Define the Problem Emotion may cloud the real issue Effective communication is essential

11. 11 Conflict in the Workplace Active Listening Listen without forming a response Don’t make assumptions Minimize distractions Ask for clarification

12. 12 Conflict in the Workplace

13. 13 Conflict in the Workplace Step 4: Determine Ideal Outcomes What is the ideal outcome for each party? What is the probability each person will get what they want?

14. 14 Conflict in the Workplace Step 5: Negotiate a Compromise What are the common, overlapping goals? What can each person live with?

15. 15 Conflict in the Workplace HR Pro as Facilitator Remain neutral Don’t allow people to gang up

16. 16 Conflict in the Workplace How do I put the pieces together? Working with emotion Practicing conflict resolution Making a plan

17. Questions? Conflict in the Workplace 17

18. Contact Align Conflict in the Workplace 18 Mona Lee Pearl 307-772-9100 pearl@TheAlignTeam.org www.TheAlignTeam.org