Communications~ Managing Conflict Four of seven modules, created as part of a global front line leadership training. Project includes facilitators' guides, participant workbooks, job aides, etc.

1. 1Design. Build. Ship. Service.
Managing Conflict &
Difficult Conversations

2. 2Design. Build. Ship. Service.
Purpose
The purpose of the module is to
introduce Front Line Leaders
to conflict management
communication skills in order to
productively, cooperatively, and
respectfully diffuse and resolve
conflicts in the workplace.

3. 3Design. Build. Ship. Service.
Target Outcomes
 Identify and discuss causes of workplace conflict
 Identify Triggers and Increase Emotional Awareness
 Practice (5) Steps for Managing Conflict in the workplace
 Create a Managing Conflict Action Plan

4. 4Design. Build. Ship. Service.
What is Conflict?
Conflict is a disagreement or
misunderstanding between
two or more people.
Conflicts occurs when people
perceive their needs,
interests or concerns will
not be met, as a result of the
disagreement.

5. 5Design. Build. Ship. Service.
Workplace Conflict
Direct- With another
Between Others

6. 6Design. Build. Ship. Service.
Causes of Workplace Conflict
 Lack of Emotional Awareness
 Different Values &
Perceptions
Lack of Information, Facts
 Lack of Trust & Respect
 Lack of Resources

7. 7Design. Build. Ship. Service.
Workplace Conflict
 Decreases Productivity
 Lowers Employee moral
 Creates more conflicts
 Reinforces inappropriate
behaviors

8. 8Design. Build. Ship. Service.
Not all Conflict is Bad
Conflict can:
 Help raise and address problems
 Produce new ideas and
improvements
 Produces positive behavior
changes
 Foster unity and understanding

9. 9Design. Build. Ship. Service.
Emotional Awareness
I feel stressed when. . .
I get irritated when . . .
I get angry when. . .
When someone yells at me, I
feel. . .

10. 10Design. Build. Ship. Service.
Triggers- Hot Buttons
Hot buttons are
events, words, phrases
or situations that trigger
a negative emotional
reaction.

11. 11Design. Build. Ship. Service.
Manage Your Hot Buttons
A.C.T.S.
 Acknowledge the Triggers
 Count
 Take Deep Breaths
 Self Care- Smile

12. 12Design. Build. Ship. Service.
Manage Your Hot Buttons- A.C.T.S.
“Practice
‘till you make it!”

13. 13Design. Build. Ship. Service.
Perceptions

14. 14Design. Build. Ship. Service.
Perceptions

15. 15Design. Build. Ship. Service.
Causes of Workplace Conflict
 Lack of Emotional Awareness
 Different Values &
Perceptions
Lack of Information, Facts
 Lack of Trust & Respect
 Lack of Resources

16. 16Design. Build. Ship. Service.
Managing Conflict- 5 steps

17. 17Design. Build. Ship. Service.
Managing Conflict- 5 Steps
Let’s
Practice!

18. 18Design. Build. Ship. Service.
Mediating Conflict
To intervene and
resolve a conflict
between others in the
workplace

19. 19Design. Build. Ship. Service.
Mediating Conflict
Two of your operators
are arguing about break
time.
Sharon is angry that
Darrin continues to take
longer than allowed
lunch breaks.

20. 20Design. Build. Ship. Service.
Managing Conflict
Don’t’ be afraid of
opposition.
Remember, a kite rises
against, not with the wind.
- Hamilton Wright Mabie

21. 21Design. Build. Ship. Service.
Take Aways!
Module Review: Managing Conflict & Difficult
Conversations
 Causes of Workplace Conflict
 Benefits of Conflict
 Emotional Awareness and Triggers
 5-Steps to Managing Conflict
 Managing Conflict Action Plan