1. Bob White 816-716-7736 Success@kc.rr.com Workplace Dispute Prevention

2. September 19, 2007 Impact of Conflict in the IRS The IRS Mission Provide America's taxpayers top quality service by helping them understand and meet their tax responsibilities and by applying the tax law with integrity and fairness to all. Unresolved conflict can have a negative impact on organizational performance. Reduced Compliance Wasted Time + Wasted Energy and Resources =

3. September 19, 2007 What Is Conflict? Conflict is defined as a disagreement over disputed issues or incompatible goals involving two or more parties.

4. September 19, 2007 What Conflict? Conflict situations are those in which the concerns of two people appear to be incompatible. In such situations, behaviors can be described along two basic dimensions: l) Assertiveness is the extent to which the individual attempts to satisfy his/her own concerns; and 2) Cooperativeness is the extent to which the individual attempts to satisfy the other person’s concerns.

5. September 19, 2007 Conflict Prevention Twelve Powerful Words YouNew GuaranteeResults MoneyEasy Save Health LoveFree DiscoveryProven

6. September 19, 2007 Step 1: Make Up Your Mind Know your passions “and” talents Seek meaning Find a higher purpose Decide to act Doing nothing is a choice

7. September 19, 2007 Step 2: Order Your Steps Develop a path Set timeframes Set realistic goals Know your priorities

8. September 19, 2007 Step 3: Take Control Face your fears Get in the driver’s seat Evaluate your circle Take the first step Take risks

9. September 19, 2007 Step 4: Invite Feedback Be open-minded Listen Be teachable Accept honesty Don’t overreact Decide how to move forward

10. September 19, 2007 Step 5: Visualize Your Success Everything starts in the mind Control your self- talk Picture yourself as being confident

11. September 19, 2007 Step 6: Anticipate Obstacles Accept temporary set-backs Have a Plan B Stay focused Be flexible Overcome “you”

12. Step 7: Trust Your Instincts Believe in you Follow your destiny Build on past successes View your emotions as feedback

13. Step 8: Invest in Yourself Take personal time Commit to personal health Be willing to sacrifice Self-satisfaction “Do you”

14. Step 9: Own Your Future Be accountable Protect your equity Be your best every time

15. Step 10: Never Give Up Be a fighter Transform the word “No” Develop a personal BRP Keep dreaming Keep the faith

16. Taking Charge of Conflicts Make up your mind Order your steps Take control Invite feedback Visualize your success Anticipate obstacles Trust your instincts Invest in yourself Own your future Never give up

17. September 19, 2007 Conflict Prevention FIVE THINGS YOU NEED TO KNOW BEFORE YOU RETIRE  Be True to Yourself  Live with No Regrets  Become Love  Live in The Present Moment  Give More Than You Take

18. September 19, 2007 Seven Conflict Strategies 1.Define what the conflict is about. 2.It’s not you versus me; it’s you and me versus the problem 3.Identify your shared points of agreement rather than focusing on your one point of disagreement

19. September 19, 2007 Seven Conflict Strategies 4.Sort out interpretations from facts 5.Develop a sense of forgiveness 6.Learn to listen actively 7.Purify your heart

20. September 19, 2007 Seven Conflict Techniques 1.Listen without interruption - Don’t defend yourself – just listen. 2.Ask questions to increase understanding 3.Restate key points to establish common ground 4.Give the other person the benefit of the doubt

21. September 19, 2007 Seven Conflict Strategies 5. Control your emotions -Don’t build resentment -If you can control your emotions, you can handle the situation 6.Think before you respond - State your position calmly 7. Agree on a solution

22. September 19, 2007 Benefits of the 7 Strategies There are 4 benefits to the above 7 Steps: 1.Shifting attention away from you and toward the problem at hand 2.Very often defuses anger an resentment 3.Opens the door for you to gain some valuable information 4.Lets your management team know you are a team player

23. September 19, 2007 Dealing with Difficult People  Put problem people in proper perspective  Don’t expect difficult people to change  Learn to respond as well as to listen  Give and request constant feedback  Deal directly and discreetly  Be straightforward and unemotional  Be gracious “THE BEST WAY OUT OF A DIFFICULT SITUATION IS THROUGH IT!”

24. September 19, 2007 BATNA  Best Alternative to a Negotiated Agreement (BATNA)  The BATNA is what you will do independent of the other party should the negotiation fail  Before negotiating, know what you’ll do if you walk away  The benefits of having a BATNA include:  Increased confidence  Ability to focus on the negotiations

25. September 19, 2007 Self Mediation Process  Find a time to talk  A conversation about having a conversation  No communication = no solution  Plan the context  Remove land mines  Protect the dialogue  Talk it out  Use natural forces toward harmony to produce breakthroughs  Reach agreement  Plan the future

26. September 19, 2007 Conclusion “With preparation and practice, dealing with conflict doesn’t have to feel like walking a tightrope!”