Katie-Ann Mason's presentation at the NEGAP fall 2014 conference

1. Dealing With
Conflict in the
Work Place

2. Conflict
as defined by Dictionary.com
verb (used without object)
 1.to come into collision or disagreement; be contradictor
y, at variance,
Noun
 3.a fight, battle, or struggle, especially a prolonged strug
gle; strife.
 Synonyms-collide,
oppose. encounter, siege. See fight. contentio
n, opposition.
 Antonyms - accord.

3. Five Styles of Conflict
Management
If you are focused on your personal goals you’ll
likely:
Compete
Collaborate
Compromise
If you are focused on other’s goals you’ll likely:
Compromise
Cave In
Chicken Out

4. How do you feel about Conflict?
A few questions to consider:
Is conflict a bad thing?
Do you like conflict?
Do you like resolving conflict?
Does every dispute have a resolution?
What kinds don’t?
What does it mean to win in a conflict? Do
you always have to win? When will you
allow yourself to lose?

5. How do you feel about Conflict?
Do you view concession as a sign of weakness?
Why?
 Is it fair to appeal to
facts/logic/guilt/emotions/consequences? When?
Do you usually resolve a dispute by talking or
listening?
 Are you sensitive to “face loss”, are you able to say
“I was wrong”?
Do you hold stereotypes or prejudices? What
ones, for example?
 What culture do you belong to? What are three
values of that culture?

6. Seeing a Conflict Clearly
Look at the origins
Look at the sources
Look at the type of conflict
Look at beliefs about resolution
Look at the stance

7. Methods of Resolving Work
Conflict
You might start with the university Faculty/Staff
Assistance Office or University Ombudsman
Defer to a supervisor (either yours, theirs, or both)
Address the issue(s) one on one directly with the
person you see the conflict with.
 Mediation
Peer Mediation
 (Other CR Methods not typical in smaller work
place conflicts: negotiation, arbitration, court,
restorative justice).

8. Whatever approach is taken,
remember to…
 Give each person a chance to speak
UNINTERUPTED
 Clarify the real issues and each parties real
interests.
 Always be building toward an agreement by
deferring to the real issues heard and expressed
and hopefully understood.
 LISTEN TO EACHOTHER without going on the
defense.
Remember the Power of an apology.

9. My Conflict and How I Resolved It
 What happened?
 Initial approach
 avoidance
Next Steps
 Spoke to her supervisor
 Spoke to her (but wasn’t explicit in my concerns
(chickened out somewhat)
 Spoke to my supervisor
 Final steps toward a resolution
 Went to lunch with her and addressed my concerns head
on in a non-accusatory way

10. How about you?