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Conflict Management by Professional Solutions

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Conflict Management by Professional Solutions

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Conflict Management by Professional Solutions

  1. 1. Dr. Heather M. Brown, JD, MBA, PMP
  2. 2.  To heighten participants’ understanding of the costs of conflict in the workplace and the benefits of actively pursuing a collaborative approach to resolving conflict.  To provide participants with collaborative tools and techniques to assist them in resolving and/or managing workplace issues and disagreements more effectively and productively.  To instill confidence in participants that conflict can be managed effectively and their outcomes can have a positive impact on employees and the work environment. Professional Solutions, Inc. © 2010 2
  3. 3. C on flict R esolu tion B eh a vior C on seq u en ces Trigger Event Communication Styles Emotions IssuesIssuesIssuesIssues Issues 3Professional Solutions, Inc. © 2010
  4. 4.  The condition in which people’s concerns—the things they care about—appear to be incompatible.  Conflict does not always equate to fighting, arguing, blaming, and name-calling. 4Professional Solutions, Inc. © 2010
  5. 5.  Conflict is the emotional, verbal, written or physical expression of differences regarding wants, needs or expectations between two or more individuals.  Conflict directly impacts behavior, decision-making and the ability to complete assigned tasks.  Conflict is inevitable in the workplace; it cannot be eliminated.  The key to a functional workplace is the ability to minimize the escalation of conflict and ultimately resolve the differences. 5Professional Solutions, Inc. © 2010
  6. 6. 1. Competition over needs or perceived needs. 2. Difference in methods or process understandings; 3. Personality and behavioral style 4. Communication style, tone and body language 5. Competition over resources 6. Differences of opinions Others: 6Professional Solutions, Inc. © 2010
  7. 7. 1. What is the lowest form of conflict known to mankind? 2. What is the most severe form of conflict known to mankind? 7Professional Solutions, Inc. © 2010
  8. 8. 8Professional Solutions, Inc. © 2010
  9. 9.  The total value of lost work time due to stress is estimated to be $1.7 billion. (WarrenShepel online], Health &Wellness Research Database, 2005)  The rate of presentee-ism is estimated to be up to three times higher than absentee-ism.  Conflict accounts for up to 90% of involuntary departures (Dana, Dan, [online] The Dana Measure of Financial Cost of Organizational Conflict, 2001)  42% of a Manager's Time is spent addressing conflict in the workplace. (Watson, C & Hoffman, R, Managers as Negotiators, Leadership Quarterly 7(1), 1996) 9Professional Solutions, Inc. © 2010
  10. 10.  "Bullied employees take, on average, seven days per year more sick leave than others." (Knight, Julian, Bullied workers suffer 'battle stress". BBC News Online, Tuesday Aug. 04)  In 2009, over 93,000 EEOC claims were filed; the second highest number of claims in a year.  In 2009, over 21,000 disability claims were filed; an increase of 10% over the previous year. 10Professional Solutions, Inc. © 2010
  11. 11. 11Professional Solutions, Inc. © 2010
  12. 12.  Understanding the dimensions Assertive Non-Assertive Cooperative Uncooperative 12Professional Solutions, Inc. © 2010
  13. 13.  Competing  Accommodating  Avoiding  Collaborating  Compromising 13 Professional Solutions, Inc. © 2010
  14. 14.  Unassertive  Cooperative  Yielding to another’s point-of-view  Self-sacrificing  Obeying without agreeing 14 Professional Solutions, Inc. © 2010
  15. 15.  Unassertive  Uncooperative  Sidestepping the issue  Not addressing the conflict 15Professional Solutions, Inc. © 2010
  16. 16.  Assertive  Cooperative  Finding an agreeable solution for both parties  Fully satisfy both concerns 16Professional Solutions, Inc. © 2010
  17. 17.  All parties are partially satisfied  Intermediate assertiveness  Intermediate cooperativeness  Middle of the Road solution 17 Professional Solutions, Inc. © 2010
  18. 18. Perspective Taking Creating Solutions Expressing Emotions Reaching Out Winning at All Costs Displaying Anger Demeaning Others Retaliating Reflective Thinking Delay Responding Adapting Avoiding Yielding Hiding Emotions Self Criticizing Constructive Destructive PassiveActive 18Professional Solutions, Inc. © 2010
  19. 19. People or situations which may irritate you enough to provoke conflict by producing destructive responses. The “hotter” the hot button, the more likely it is to produce: Strong negative emotionsStrong negative emotions Feelings of personal provocationFeelings of personal provocation Automatic and impulsive respondingAutomatic and impulsive responding Increased tensionIncreased tension 19Professional Solutions, Inc. © 2010
  20. 20. 1. __________________________ 2. __________________________ 3. __________________________ 4. __________________________ 5. __________________________ 6. __________________________ 7. __________________________ 20Professional Solutions, Inc. © 2010
  21. 21.  Addressing conflict is a mission-critical component of increasing organizational effectiveness and productivity.  The ability to effectively manage and resolve conflict in organizations will improve the financial “bottom line”.  Chronic patterns of unresolved conflict are costly and lead to a dysfunctional organization.  Conflict represents the largest reducible cost in many businesses, yet it remains largely unrecognized (Dana 1999, Slaikev and Hasson 1998). 21 Professional Solutions, Inc. © 2010

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