Managing Conflict in the Workplace

1. Managing
Conflict in the
Workplace
CONFLICT RESOLUTION

2. Definition
Introduction
Causes of Conflict
Conflict Styles
Overcoming Conflict in the Workplace
CONTENT

3.  Conflict is a strong disagreement between individuals, groups
and people.
WHAT IS CONFLICT?

4.  How many people does it take to have a conflict?
INTRODUCTION
Group/Team Conflict
Intrapersonal Conflict
Interpersonal Conflict

5. 1.Poor Communication
2.Competitiveness
3.Ambiguity
4.Conflict Styles that Differ
CAUSES OF CONFLICT

6.  Poor Leadership/Management
 Lack of Culture in the Workplace
 Personal Issues
 Unclear Goals and Objectives
 Non-Cohesive Team
 Cultural Diversity
POOR COMMUNICATION

7. You vs Me
Winner and Losers
Objective is to Win vs being truly happy
No Room for Negotiation
Builds distance between coworkers
Harms Relationships
COMPETITIVE COMMUNICATION

8.  Policies, Goals, and Objectives are vague
 People in the workplace interpret things differently
 People often take what is said out of context
 Management isn’t clear on what they want or expect
AMBIGUITY

9. CONFLICT STYLES THAT DIFFER
 Competing
 Low regard for future relationship. Just wants to win.
 Accommodating
 High regard for future relationships. Focuses on others needs.
 Avoiding
 Tries to preserve everyone's feelings. Avoids conflict at all costs.
 Compromising
 This is where you take and give a little.
 Collaborating
 This is where individuals put aside their needs and wants to work
toward a common goal.

10.  Competitive
Also known as the “Win-Lose” approach
I Win, You Lose
People are very assertive to reach their own goals
w/out seeking cooperation from others
Reaching these goals could be at the expense of
others
CONFLICT STYLES

11.  Compromise
Lose-Lose
Also known as I bend, You bend
Give a little, Take a little
Winning something while losing a little is okay
Neither party achieves what they want
CONFLICT STYLES

12.  Collaborative
I Win, You Win
Teamwork approach
Everyone achieves their goal while maintaining their
relationship
Both parties leave satisfied
CONFLICT STYLES

13.  Avoiding
No Winners, No Losers
Avoiders will postpone, withdraw or sidestep conflict
Avoiding happens when topics are highly emotional
You aren’t necessarily trying to reach your own goals
or help others reach theirs
CONFLICT STYLES

14.  Accommodating
 I lose, You win
 Giving in, having it your way
 Your cooperation is to a high-degree
 You’ll often put your own goals and desires aside to accomplish
what others want or need
 The focus is on others rather than yourself
CONFLICT STYLES

15.  Practice Acceptance
Find Solutions instead of complaining
Practice letting go
Let good in
Know that there is always room for improvement
Don’t re-live past failures
OVERCOMING CONFLICT

16.  Exercise Patience
 Listen
 Open up
 See through the lens of others
 Evaluate tension points in a unbiased way
 Ask questions in a positive way
 Seek perspective
 Don’t run away from your own responsibility
OVERCOMING CONFLICT

17.  Avoid Negative Language
 Never use the phrase “It’s all your fault”
 Avoid name calling or raising your voice
 Avoid negative words – instead use positive words in negative
form
 Say Sorry
 Use little words to soften your statement
 Avoid ‘finger pointing’ statements with the word ‘you’
OVERCOMING CONFLICT

18.  Communicate
Prepare to Listen
Listen for and check out misunderstandings
Clarify
Restate what you’ve said
Pause before you speak
Minimize distractions
OVERCOMING CONFLICT

19.  Attack the Problem, Not the Person
Focus on the problem
Practice empathy
Don’t be afraid to look at things from a different
perspective
Civility is the key to problem solving
Be open and honest with yourself and others
OVERCOMING CONFLICT