This document defines conflict and identifies its costs in the workplace. It discusses how poor communication can lead to conflict and introduces the TRUCE model as a tool to resolve conflicts. The TRUCE model involves translating the real problem, realizing possible solutions, uncovering alternative solutions, compromising to implement a solution, and evaluating the success of the solution.

1. Conflict Resolution Terence (TJ) Cochran

2. Objectives Better understand workplace conflict Understand how communication plays a part in correcting conflict Develop a tool to assist in handling conflict

3. Agenda/Topics To Be Covered Define conflict Identify costs of workplace conflict Understand communication Learn and use the TRUCE Conflict Resolution Model

4. What is Conflict? Conflict is a mental or physical struggle resulting from incompatible or opposing needs, drives, wishes, or external or internal demands.

5. Costs of Workplace Conflict Grievances Litigation Financial risk Organizational costs Litigation costs Increased time spent on issues Increases in insurance policies Employee Loss / Turn over Absenteeism Sabotage Physical injury / accidents Disability costs Workplace violence / Bullying Community / Family harm Loss of productivity Stress, frustration and anxiety

6. Communication Breakdown

7. Practice Active Listening Look at the speaker Avoid the “self talk” Use positive body language Take notes Nod or respond to show attention Provide feedback Defer judgment Respond accordingly

8. TRUCE Conflict Resolution Model T – Translate the real problem in the conflict R – Realize possible solutions U – Uncover alternative solutions C – Compromise on and Implement solutions E – Evaluate the success of solutions

9. Summary Better understand workplace conflict Understand how communication plays a part in correcting conflict Develop a tool to assist in handling conflict