1. Solving Conflicts On The Job Instructor: Erica Paul HOPE Worldwide Consulting, Inc. Cell: 408-206-2224 Email: erica@hopewwc.com

2. Let’s get started… https://www.youtube.com/watch?v=DzUc3Eqz zoshttps://www.youtube.com/watch?v=DzUc3Eqz zos Extracted on 5/1/15

3. What happened? Power Interpretation Escalation Verbal & nonverbal Outcome Communication

4. Agenda Introduction Group Agreements Where to start? 3 Steps Monday email + / -

5. Agenda Introductions – name, location, local, two words what do you think of when you hear the word conflict and resolution. Group Agreements – Speaker, Parking Lot, group activity participation, respect.

6. Conflict is…. Conflict- a struggle for power, property, etc. : strong disagreement between people, groups, etc., that results in often angry argument : a difference that prevents agreement : disagreement between ideas, feelings, etc. Typical words: anger, upset, hurt, frustration, fear, unknown, unappreciated. Source: http://www.merriam-webster.com/dictionary/conflict - Extracted 5/1/15http://www.merriam-webster.com/dictionary/conflict

7. Resolution is…. Resolution- the act of finding an answer or solution to a conflict, problem, etc. : the act of resolving something: an answer or solution to something Words: communication, listening, commitment, awareness, compassion, neutrality, relationship….EMPOWERMENT! Source: http://www.merriam-webster.com/dictionary/resolution - Extracted 5/1/15http://www.merriam-webster.com/dictionary/resolution

8. $53.4 billion We have $53.4 billion at our finger tips to regain into our industry.

9. Cost Of Conflict… $359 billion 14.9% Construction $53.4 billion on conflict What are the other costs? Source: http://www.inc.com/graham-winfrey/the-shocking-cost-of-workplace-conflicts.html - Extracted 5/1/15http://www.inc.com/graham-winfrey/the-shocking-cost-of-workplace-conflicts.html ( http://www.bls.gov/cps/cpsaat18.htm) - Extracted 5/1/15 http://www.bls.gov/cps/cpsaat18.htm

10. Conflict Tip: “Seek first to understand, then to be understood. This principle is the key to effective interpersonal communication.” - Stephen Covey

11. A few stats… 81% experience conflict 1 out of 4 absence/illness 2.8 hours per week 39% productivity casualty of conflict 3% personality or culture Opposing Priorities – lack of communication Source: http://www.inc.com/graham-winfrey/the-shocking-cost-of-workplace-conflicts.html - Extracted 5/1/15http://www.inc.com/graham-winfrey/the-shocking-cost-of-workplace-conflicts.html

12. $10 # 1 cause….

13. Types of Conflict Interpersonal: 2 people Intragroup: within a group Intergroup: 2 or more teams w/in organization Source: www.csupomona.edu

14. Sources of Conflict Social Inequality-different social backgrounds, family of origin, experiences Economic Inequity-understanding of complete issue, resources Political Autocracy-power to initiate change, understanding knowledge Environmental Degradation-environment of occurrence Hidden Agenda Power Emotional Triggers

15. Negotiation Exercise Divide into 2 Groups & 2 observers 1 Group Outside Line down middle of room 3 minutes to negotiate

16. Class Outcomes (In class Discussion Notes) Team 1: Team 2: Observers:

17. Conflict Management: Awareness and control of Self Facial Expression The Way You Look Body Gestures Voice Tone Pace Attitude

18. Awareness of style Accommodating Avoiding Collaborating Competing Compromising

19. Awareness of what Can’t Be Managed TrustConsensusAttitude CaringDedicationLeadership CreativityValuesCourage CuriosityCompassionPassion InsightForgivenessUnity SynergyFlowInitiative IntegrityCollaborationBackground

20. Step 1: Prepare Identify parties positions and interest Relationship – current and future Hunt and gather - information, partners, data, objective criteria Expand the pie – friends, family, mentors, internet, coffee shop talk

21. Step 1: Prepare Zone of Opportunity – what do you want? What do you think you can get? What is your walk away. BATNA – Best Alternative to a negotiated agreement Agreement form Time Visualize

22. Step 2: Execute Center yourself, know your triggers, know your time outs. State objective & goal EARS Empathize-imagine you are the other person Ask Questions-more than no or yes Rephrase-what you heard Summarize-main issues

23. Practice Break Two Groups Group 1 – Foreman – needs people to work weekend both days Group 2 – Apprentice - Group 3 – Observers Common Facts: 10 hour day work week (5 days is current schedule), tight schedule with liquidated damages, recent injury on job caused hospitalization of worker, full employment no one is on the books 2 minutes negotiation

24. Step 2: Execute Empathize-imagine you are the other person It must be frustrating…. Ask Questions-more than no or yes Tell me more…. Rephrase-what you heard Summarize-main issues It sounds like…..is that right?

25. Step 2: Execute Increase clarity with these… Could it be….. I wonder if…. Is it possible that… You appear to be…. Let me see if I understand you; you said….

26. Take 2: EARS ++ Change Partners & Implement EARS 2 minutes

27. Step 2: Execute When to take a step away.. Argument You are extremely upset Find yourself judging Find yourself answering you own ? Before speaker is done Emotional Tired

28. Step 2: Execute How to step away…. Take a deep breathe Restroom Postponement Check and get back (you need others input)

29. Step 2: Execute How to step away…. A walk around the block Talk to a friend away from the other person Drink of Water Self timer

30. Step 3: Agreement Repeat back Writing/Verbal Timeline & Revisit Signature What if…..you need to revisit.

31. Think back….. 1 st Negotiation Exercise: write down How did you preplan? How did you execute to plan? How did you reach an agreement? Did you clarify the agreement to ensure it meant the same thing to both parties?

32. Resolution to Go $$$$ 3 Steps

33. Eleanor Roosevelt “One’s philosophy is not best expressed in words, it is expressed in the choices one makes. In the long run, we shape our lives and we shape ourselves. The process never ends until we die. And the choices we make are ultimately our responsibility”

34. Today we…. Introductions Group Agreements Where to start? How to resolve Next steps – follow up – Monday email One more to go…..

35. Plus/Delta

36. Sources http://www.entrepreneur.com/article/207196Bedford/St. Martin's Kenneth Cloke & Joan Goldsmith Source: www.csupomona.eduwww.csupomona.edu Peninsula Conflict Resolution Center Book: “Getting To Yes”, written by Roger Fisher and William Ury Harvard Negotiation Program – School of Law

37. Thank You…… It has been an honor meeting all of you have a safe journey….Erica Paul