How to Resolve Conflict and Build Better Relationships at Work - @Ei4Change


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A set of slides that looks at conflict at work. Contains insights into the reasons for conflict and how it arises with hints and tips to help you to resolve conflict and disagreements.

This slide set is available as a series of Lightbulb Moments cards. These have been well received as a valuable resource in education, training and coaching.

Lightbulb Moments are free to download from the Ei4Change website.

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How to Resolve Conflict and Build Better Relationships at Work - @Ei4Change

  1. 1. Conflict Resolution Ei4Change
  2. 2. Conflict occurs between at least two interdependent parties. One party usually has more power. Each party asserts that they have the right to limited resources or to a course of action. What is conflict?
  3. 3. Each party can frustrate the desires of the other(s). There are often perceptions around incompatibility, resource allocation and interferences about achieving their goals. What is conflict?
  4. 4. Conflict resolution is the practice of identifying and handling conflict in a sensible, fair and efficient manner.
  5. 5. a normal, inescapable part of life occurs in any relationship from time to time an opportunity to understand opposing preferences and values Life would be boring without conflict! Conflict is
  6. 6. Anger and frustration Lack of trust Lack of honesty Poor decision making Lack of motivation Low morale Absenteeism Unmet business goals Indicators of conflict?
  7. 7. Increased stress Increased absence from work Inappropriate decisions (unclear, unfocused) Delayed and missed deadlines Lower productivity Divisions as people take sides Time spent in resolution Attrition Costs in arbitration, mediation, negotiation Potential legal costs Cost of conflict?
  8. 8. Promotes growth and learning Promotes creativity and innovation Promotes personal development - Increased self-awareness - Interpersonal skills - Mutual understanding Opens up communication Develops new perspectives Broadens horizons The benefits of conflict?
  9. 9. Without healthy conflict, teams cannot reach their potential There needs to be a solid foundation of TRUST Conflict in the workplace
  10. 10. Facts – people see things from different view points Methods – people have different preferences around how tasks are done Goals – people have different objectives and are working towards different goals Values – people have different basic values Sources of conflict
  11. 11. Imposing your own goals and priorities Attacking the legitimacy of others’ position and priorities Minimising or ignoring others’ concerns Suppressing differences Going through the motions of managing the difference but refusing to carry it through Refusing to temporarily remove constraints Playing politics Taking things personally Issues that get in the way
  12. 12. How important is this for me? What is my attitude to conflict? How important is my relationship to you? How skilled am I at dealing with conflict? Do I trust you? Factors impacting upon conflict
  13. 13. Recognise where you are where the other person is where you want to be what your intent is which position the other person may realistically move to what you need to do or say in order to allow the other person to move Dealing with conflict
  14. 14. Cycle of Behaviour My Attitude Your Attitude My Behaviour Your Behaviour
  15. 15. Flight Behaviour Strategy (Intervening) Maintain rapport throughout Use questions to uncover concerns (be persistent but not pushy) Listen Empathise Clarify (Qualify and Quantify) Address the concerns Implement the solution or move on
  16. 16. Fight Behaviour Strategy (Disarming) Maintain rapport throughout Pace and lead to lower energy Listen Empathise – however don’t agree Clarify (Qualify and Quantify) Address the concerns Implement the solution or move on
  17. 17. Yes, but ... This has the potential impact of - negating the other person’s contribution - positioning your idea as the right one The words used can have a big impact The words used
  18. 18. Yes, and ... The words used can have a big impact This has the impact of - affirming the other person’s ideas - communicating that they have been heard - building upon their ideas The words used
  19. 19. It is important in conflict resolution to recognise what you would like to achieve how you would like to do it The importance of I want to maintain my position treat the other person with respect. I agree their solution is better than mine I want to retain my authority. The words used
  20. 20. STAGE 1: Adopt a position of detached objectivity STAGE 2: Acknowledge the other person’s position STAGE 3: Clarify understanding of the other person’s position STAGE 4: Assert your own interests and needs STAGE 5: Identify common ground STAGE 6: Plan the next steps Managing conflict in 6 stages
  21. 21. Don’t dwell on conflict symptoms and trace it to its source No gender or age effect in conflict handling How disagreement is expressed influences the conflict situation Personalities affect how conflict is managed Aggression breeds aggression Challenging and clear goals can defuse conflict How you handle conflict affects group satisfaction A few bits of wisdom
  22. 22. Emotional Intelligence eLearning Programmes Develop your Emotional Intelligence by enrolling on an Ei4Change online elearning course For more details visit Use license code SLIDESHARE to get a 25% discount
  23. 23.  Ei4Change Ltd. www.twitter/@Ei4Change