The document discusses conflict management in the workplace, identifying triggers, signs of team conflict, and both negative and positive outcomes. It outlines five strategies for addressing conflict, highlighting the importance of empathy and effective communication in resolving disputes. Additionally, it emphasizes understanding personal conflict styles and suggests a structured conflict resolution process to foster a more innovative and cooperative work environment.

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CONFLICT
MANAGEMENT AND
NEGOTIATION SKILLS

5. Conflict Triggers:
o Different points of view
o Values
o Attitudes
o Needs
o Expectations
o Change
o Job responsibilities
o Workforce size
o Management
o Products or services

6. Conflict Triggers:
o New Technology
o Computers
o Software
o Communications o Different goals
o Competition
o Quality/quantity
o Focus

7. Conflict Triggers:
o Stress
o Shrinking budgets
o Fewer workers
o Shorter deadlines
o Competition
o Pressure o Interdependence
o Communication
o Responsibilities
o Errors

8. Signs of Team Conflict:
Anger
Not Sharing Information
Lack of Results

9. Negative Results of Conflict:
o Unhappy with job
o Not doing best work
o Don’t work as a team
o Don’t talk well together

10. The High Cost of
Workplace Conflict
42% of a
manager’s time is
spent addressing
conflict in the
workplace
Health care
expenditures are
nearly 50% greater
for workers reporting
high levels of stress
Conflict accounts for up to 90%
of involuntary departures, with
the possible exceptions of
downsizing and restructuring

11. Positive Results of Conflict:
o New ideas
o New ways of working
o Talk together better
and work as a team
o Happier, do a better job

12. “Organizations that see
disagreements as
opportunities and resolve them
effectively stand out because
of their strong capacity for
innovation and success.”

13. Five Ways of
Addressing Conflict:
o Accommodating
o Surrendering needs and wants for the
satisfaction of another.
o Collaborating
o The act of two people creatively working
together to achieve more than they
could on their own.
o Avoiding
o The “flight” part of “fight or flight.” trying
to ignore or postpone conflict.

14. o Compromising
o A way to quickly end a dispute when two or
more sides agree to accept less than what
was originally wanted.
o Competing
o The “fight” part of “fight or flight.” the
process of trying to do better at others’
expense.
Five Ways of
Addressing Conflict:

15. ASSERTIVE
vs.
Assertive

16. Characteristics:
o Just “takes it”
o Holds in feelings
o May feel like a
victim
o May feel powerless
Resolution Tactics:
o Doesn’t talk back and risk
creating an argument
o Doesn’t oppose what is
being said and risk making
an angry person angrier
o Agrees with whatever is
said
o Hopes by not causing
trouble, the difficult
situation will just go away

17. Characteristics:
o Vents feelings—often in
anger & frustration
o May scare or “turn off”
others
o May feel like victimized
or powerless
o May have succeeded
in bullying before
o May be reacting more
than thinking
Resolution Tactics:
o Creates arguments to
“push” people
o Doesn’t listen to others
or consider their views
o Disagrees with
whatever is not
exactly what they
want
o Hopes by causing
trouble or threatening
to, the difficult
situation will just go
away

18. Characteristics:
o Tries to be calm and
understand
o Asks questions to get
more information
o Is more concerned with
building and keeping a
good relationship than
a fast fix
Resolution Tactics:
o Uses neutral language
that doesn’t blame or
accuse
o Doesn’t judge
o Uses empathy to try and
“tune in” to what the
other person is thinking
and feeling
o Works for a solution that is
ok for everyone
Empathy: focusing
on what the other
person is going
through or feeling in a
non- judgmental way
Assertive

19. YOUR
TRUE COLORS

20. GREEN: CURIOUS
I am curious, investigating,
and form my own ideas. I
am cool, calm, and
collected. I like to be smart
and enjoy activities that
require problem-solving. I
value intelligence, insight,
fairness, and justice. I like
to set my own standards
and I enjoy seeking
fundamental truths.
What’s great about me?
I value knowledge and ideas.
Discovering solutions and using
my brain are more important
than feelings, rules, and non-stop
excitement. I like to know how
and why things work in a certain
way. I prefer to work on my own
and also need room to think so I
can come up with new ideas and
the right answers.

21. FAMOUS GREENS
Eleanor Roosevelt
Benjamin Franklin
Thomas Edison
Socrates
The visionaries

22. GOLD:
RESPONSIBLE
People can count on me. My
actions can be predicted. I
am always ready for
tomorrow. I am loyal, giving,
and like to take care of others.
I need to be useful. I am
practical and sensible. I value
home and family and have a
strong sense of right and
wrong. I follow rules and
respect authority.
What’s great about me?
I value the traditional things in life.
I am practical and like structure.
Being responsible and following
the rules is more important than
excitement and feelings. I like
family life and saving money, and
I plan to really make something of
myself. I like to belong to groups
and want to help them run
smoothly. I enjoy learning about
things that are useful to me.

23. FAMOUS
GOLDS
George Washington Mother Theresa
Florence Nightingale Henry Ford
The hard
workers and
organizers

24. BLUE: HARMONIOUS
I look for meaning in my life. I like to get along with people and
look after them. I like to express myself. I am honest and like to be
told I am doing well. I fit in well. I want to be important in people’s
lives. I think about the future, a perfect world, friends, and love.
What’s great about me?
I value people. Being liked and having everyone
around me get along is more important than
facts, rules, adventure, or logic. I am sensitive to
others and get very uncomfortable when there
is conflict or competition. I like socializing and
working with people. I learn best when my
teachers really care about me and when they
give me support and feedback.

25. FAMOUS BLUES
Mahatma Gandhi
Wolfgang
Amadeus
Mozart
Thomas Jefferson
Jimmy Carter
The artists and
peacemakers

26. I like action, to go for it on a moment’s notice. I am witty,
charming, and bold. I see life as a game here and now. I
act on impulse, I like adventure, I like to compete, and I am
skillful in what I do. I like fun, change, and excitement. I live
life to the limit and have a cheerful outlook. I learn by doing
and am a natural trouble-shooter.
What’s great about me?
I value freedom and excitement. I think that
being skillful is more important than structure,
logic, and feelings. I like being spontaneous and
I want to enjoy what I am doing. Planning things
sometimes takes the fun out of it. I like games
and competition. I also like to learn things that I
can go out right away and put to use.

27. John F. Kennedy
St. Francis of Assisi
Amelia Earhart
Sir Winston Churchill
The problem
solvers and
adventurers

28. Thoughts on True Colors:
o It’s normal to align with more than one color
o There is usually one dominant color
o Some colors will naturally mesh
o And some will naturally clash
o No one color or personality type is better
than another
o We can use these general ideas to better
interact with those around us

29. How to Resolve
Conflict

30. Key skills when talking:
o Listen—don’t interrupt
o Ask questions to get all the details
o Briefly repeat what you’ve heard
o Try to understand their point of view
o It shows you care
o Don’t take sides
o Speak calmly

31. Get all the information
o Ask questions that can’t be answered
with a “yes” or “no”
o “What did you like most and least about the
new computer?”
o Invite the person to share more
o “Tell me about working with John and
Jillian.”

32. Be Neutral (don’t take sides or blame)
vs.
Do you know who
loaded the copier last?
Marla never cleans
up after herself!
We all need to do our
part for a clean office.
vs.
What jerk loaded the
wrong copier paper?

33. “You” and “I” Statements
You entered the
wrong numbers.
I noticed these numbers
were entered incorrectly.
vs.
You don’t know
how to use the
cash register.
There’s a trick to working
the cash register. May I
show you?
vs.

34. Be Calming and Helpful
Avoid:
o Absolutes
o You always
o You never
o Generalizations
o No one
o Everyone
o Exaggerations
o The whole day was a waste!
o Dramatics
o This is the end of the world!

35. Conflict Resolution Process:
o Briefly state the issue in a
neutral manner
o Ask for the other
person’s view of the
problem
o Ask questions to learn
the other person’s
interest or issue

36. Conflict Resolution Process:
o Give your view and
interest in an objective
manner
o Brainstorm solutions
you can both agree to
o Agree to act
o If you are unable to
reach an agreement,
bring in a mediator

37. The Role of Mediators:
o Act as a neutral
third party
o Help solve conflicts
o Guide talks
between
those in conflict

38. CLOSING
THOUGHTSo Conflict is a part of life
o You can choose to deal with it
positively or negatively
o Every person deals with conflict
differently
o The more you understand how
you deal with conflict, the
better you’ll be able to
positively interact with others
during tense times

39. “If we manage conflict
constructively, we harness its
energy for creativity and
development.”
Kenneth Kaye

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41. Sources:
Conflict Resolution
Goodwill Industries International,
Inc. Dec. 2009, Version: 1.0
Successful Team Conflict
Management Strategies –
Laura Evans
Conflict Management and
Negotiation
Encyclopedia of Business, 2nd Edition
Understanding Conflict in the
Workplace – Julie Gatlin, Allen
Wysocki, and Karl Kepner
All Things Conflict Resolution & ADR
Workplace Conflict ResolutionHow the Millennial Generation
Is Shaking Up the Workforce
Ron Alsop – Editor
Workforce Management