1. Conflict and Negotiation

2. “Whenever you’re in conflict with someone, there is one factor that can make the difference between damaging your relationship and deepening it. The factor is attitude.” William James

3. Conflict  Conflict: disagreement or tension between two or more parties (individuals or groups) O A perceived threat to one’s needs, interests, or concerns O Individuals are looking at a situation from different perspectives

4. Conflict and Emotions O Emotions make it difficult to logically resolve an issue O Remain calm and unemotional O Acknowledge hurt feelings or anger O Do not let the anger or hurt dominate your response O Look for facts and feelings O Identify where communication broke down

5. Resolving Conflict Basic Rules 1. Resolve in person when possible 2. Remain calm and unemotional 3. Be silent and listen 4. Try to view the disagreement from the other person’s perspective 5. Explain your position and offer a solution 6. Come to a solution

6. O If the conflict negatively affects your performance: O Document the offensive behavior O Seek assistance within the company O If necessary, seek outside assistance

7. Conflict Management Styles O Forcing conflict management style: deals with issue directly, trying to get your way O Avoiding conflict management style: offense is ignored O Accommodating conflict management style: allow other party to have his/her way without knowing there was a conflict

8. O Compromising conflict management style: both parties give up something of importance to arrive at a mutually agreeable solution O Collaborating conflict management style: both parties work together to arrive at a solution without having to give up something of value

9. Behaviors O Assertive behavior: standing up for your rights without violating the rights of others O Passive behavior: consistently allowing others to have their way, avoiding conflict O Aggressive behavior: standing up for your rights in a way that violates others’ rights

10. Harrassment  Sexual Harassment: Unwelcomed sexual advances, requests for sexual favors, or other verbal or physical conduct of a sexual nature. O Types of sexual harassment: O Quid pro quo (this for that): employment decisions or expectations are based on employee’s willingness to grant sexual favors. O Hostile Work Environment: any behavior of a sexual nature that is offensive, intimidating, or hostile.

11. O Harassment can occur between: O Boss/employee O Man/woman O Woman/woman O Man/man

12. Protected Classes O Race O Color O National Origin O Ancestry O Religion O Age (Over 40) O Marital Status O Genetic Characteristics O Sex O Sexual Orientation O Gender Identity O Gender Expression O Medical Condition O Physical and Mental Disability O Veteran Status

13. Harassment Behavior O Verbal—suggestive comments or jokes, sexual propositions or statements, inappropriate humor, threats, remarks about physical attributes and/or dress, name- calling, patronizing terms, verbal abuse O Written--inappropriate letters or e-mails, text, Twitter

14. O Visual—staring at an individual’s anatomy, leering, obscene gestures, derogatory posters, cartoons, or drawings, computer displays O Physical—touching, hugging, kissing, pinching, flirting, assault, impeding or blocking movement with normal work, brushing against, patting, requiring sexually suggestive clothing

15. Reasonable Person Standard O Courts evaluate complaints by asking: “How would a ‘reasonable person’ of the same sex as the complainant view such behavior?” Third Party O Report observed harassment or discrimination O Not reporting can lead to discipline/discharge

16. Employee Rights O Harassment Free Workplace O Equal Employment Opportunity Commission (EEOC) - federal agency O Department of Fair Employment and Housing - state agency O Employee unions O Unlawful to retaliate against anyone who files a claim, even if claim is without merit

17. Workplace Violence Warning Signs O Be aware of your surroundings O Keep work area and access well-lit O Request an escort to your car if necessary O Keep emergency phone numbers posted in visible areas O Report suspicious behavior or situations O It is better to be safe than sorry

18. Workplace Bullies O Workplace Bullies: employees who are behaving in an offensive, humiliating, or intimidating manner O Workplace incivility O Bullying and incivility are inappropriate in the workplace

19. Know Your Rights O Legal right to work in an environment free from harassment, discrimination, and hostility O Share concerns with supervisor and exhaust internal remedies before going to government agencies: O State’s Department of Fair Employment and Housing O Equal Employment Opportunity Commission O State Personnel Board O Department of Labor/Labor Commission O Department of Justice

20. Resolving Conflict At Work O Resolve directly with other individual O If unresolved, inform immediate supervisor O If situation worsens, formally file a complaint with the HRM department O Seek assistance from an outside source Immediate Supervisor Human Resource Department Outside Agency or Private Attorney Coworker Figure 12-1

21. O Union Terms: O Shop Steward: a coworker who is very familiar with the union contract and procedures available to assist you in resolving a workplace conflict O Grievance: a problem or conflict that occurs in a unionized workplace O Grievance Procedure: formal process of resolving a union-employer conflict Conflict Under A Union Agreement

22. Workplace Violence O Employee Assistance Program (EAP): a benefit offered by many employers that provide free and confidential psychological, financial, and legal advice O If you are experiencing a stressful situation at work or home, take advantage of this benefit

23. You are entitled to a safe work environment!