This document discusses how to manage conflict in the workplace. It defines conflict as a hostile situation resulting from opposing views. It recommends addressing conflict in a positive manner by understanding different perspectives, finding solutions together, and evaluating progress. The key steps are to know when to intervene, address issues respectfully in private, identify the specific problems and possible solutions, develop an agreed upon solution, and check that the solution is working.

1. MANAGING
CONFLICT
Career Management
Coach Wainwright

2. Conflict
• Work with others, individuals or teams, disagreements are
bound to occur. More serious disagreements are called
conflict.
• Conflict-a hostile situation resulting from opposing views.
• Important to know how to handle conflict so it does not
become a destructive force in the workplace. (i.e.
stress, frustration, anger, illness)

3. Steps in Managing Conflict
• Know When to Intervene
• Decide whether to become involved.
• Sometimes best not to act.
• Sometimes your action may even make a difficult situation
worse
• Avoiding or ignoring a serious disagreement still brings conflict
and action will be required.

4. Steps in Managing Conflict
• Address the Conflict
• Most important, take a positive approach.
• Accept disagreement as a natural part of the group process.
• Treat others as you would want to be treated.
• Try to understand the other persons point of view.
• Never embarrass someone.
• Don’t try and fix the problem in front of others. Find a quiet
place to resolve the conflict so you will not be distracted.
• Speak in calm, firm, constructive way.
• Use “I” messages as you discuss problem rather than “You” to
avoid making people defensive.

5. Steps in Managing Conflict
• Identify the Source and Importance of the
Conflict
• State problem openly.
• Encourage each person to describe the problem as he or she
sees it.
• Make sure there is a real problem, not simply a
misunderstanding.
• Be specific rather than general.
• Try to get people to focus directly on the problem.
• Keep open mind.
• Make sure all the facts are expressed.
• Avoid jumping to conclusions.

6. Steps in Managing Conflict
• Identify Possible Solutions
• Make sure everyone involved understands that each is
responsible for both the problem and the solution.
• Anyone not involved should not be included in discussion.
• Ask for comments and possible solutions from all sides and
discuss pros and cons.
• Develop an Acceptable Solution
• Focus on behavior that can be changed, not something a
person cannot control.
• At the end, summarize what action has been decided.
• Make sure everyone understands their role in solving the
problem.

7. Steps in Managing Conflict
• Implement and Evaluate
• Once an agreement has been reached, time to try it.
• Avoid thinking it is not your problem. Be willing to become
involved.
• Check periodically to make sure teamwork has improved to a
satisfactory extent.
• If not, bring parties back together and try again.