Managing Your Inevitable Workplace Conflicts - Webinar (Recorded)

Overview

Interpersonal conflict occurs daily when:

• We perceive that someone is impeding on or threatening our needs or goals
• Two or more persons seek to possess the same object, resource, position
• People maintain incompatible goals, values or motives

Conflicts can be caused by differences in:

• Information - do we have the same data?
• Perceptions - do we see things from different backgrounds & experiences?
• Roles/priorities - do we have a different status or positions which causes us to take a different stand?
• Relationships/assumptions - do we have the trust level needed to address the issue?

Conflict is a product of our uniqueness & so it is inevitable - its absence would be abnormal. Some kinds of conflict can contribute to the health & well-being of an organization. Other kinds of conflict can be detrimental to an organization and/or its employees

But a conflict is only one component of a relationship. Often, we are not in conflict with the other person but with that component. Success is addressing that component vs. attacking the other person or defending our ego.

Why you should Attend

Functional organizational conflict:

• Is constructive, healthy & cooperative
• Is when the parties are talking & focused on achieving a mutually acceptable outcome
• Generates new perspectives & ideas
• Allows options to be debated
• Enables Individuals & teams to grow
• A component of high-performing teams

During functional conflicts we feel:

• Optimistic
• Full of ideas
• Heard
• Valued
• Trusted
• Respected

Dysfunctional Organizational Conflict

• Generates little if any benefit to the parties
• Negatively impacts the well-being of the parties & organization
• Hijacks time, energy & trust

During dysfunctional conflicts we feel:

• Vulnerable
• Angry
• Frustrated
• Anxious
• Attacked
• Stressed

Ineffective approaches to managing conflicts include:

• Ignoring it & hoping it will go away
• Not discussing the issues objectively
• Premature judgments/conclusions
• Using intimidation & inappropriate use of power

These ineffective approaches are triggered by four universal, instinctive responses to conflict:

• Fight: confront the issue & stand our ground
• Flight: run away & fight another day
• Freeze: do nothing & wait to see what happens
• Fall: yield & give in

However, effective leaders & negotiators know when & how to utilize each of five conflict resolution strategies:

• Waiting & Avoiding - ‘The Turtle’
• Accommodating - ‘The Teddy Bear’
• Using Power - ‘The Shark’
• Compromising - ‘The Fox’
• Collaborating - ‘The Owl’

Areas Covered in the Session

Managing Conflicts with Individuals

• What is interpersonal conflict?
• What causes conflict?
• Functional vs. dysfunctional conflict
• Words that lead to conflicts
• Resolving conflicts by asking questions
• Our four instinctive responses to conflicts
• Five conflict resolution strategies
• Managing conflict with the AEIOU model

How to resolve conflicts by separating:

• Solutions from the problem
• Commonalities from differences
• Future from the past
• Negotiation from emotions
• Process from content
• Options from preferences

How collaboration:

• Is more pleasurable & respectful
• Can produce better & longer-lasting results
• Builds relationships
• Encourages learning
• Inspires novel thinking & ideas

Tips for Collaborating During a Conflict

• Recognize that conflict can be a positive experience
• Try to see the issues from the other party’s point-of-view
• Focus on satisfying both parties’ interests vs. defending your position
• Commit to resolving the underlying issues
• Speak with clarity & without judgment
• Seek alternatives that are focused on shared interests

Managing Conflicts within Teams

Functional Conflict is a Component of High-Performance Teams & Organizations

Utilizing the Action Planning Conflict Resolution Process which:

• Obtains from the participants their proposals for resolving the issues causing the conflict
• Then facilitates the participants discussing their proposals, developing & implementing an action plan to resolve the conflict

Benefits of the Action Planning Conflict Resolution Process:

• Issues addressed are current & of the highest priority to the participants
• All participants have an equal voice in the process throughout each step creating maximum participation, buy-in & ownership
• Maximum candor since names are not associated with the participants’ responses
• Saves meeting time by being able to immediately display & begin discussing the participants’ proposals
• Results in an action plan - that has a ‘life’ after the planning meeting - with accountabilities & deadlines for addressing the issues

Action Planning Conflict Resolution Process Steps:

• Identifying the issues causing the conflict
• Obtaining the participants’ proposed initiatives for resolving each issue
• In a planning meeting:
  • Reviewing & discussing the anonymous proposals
  • Developing an action plan with team accountabilities & deadlines
  
  
• Implementing the action plan in teams
• Evaluating the results of the action plan