Conflict

1
Conflict Management
Ideas for Resolution Sheri
Ryan City of Phoenix
Employee Development
2004
2
Overview

• Four inappropriate behaviors
• Employees responsibility to act
• Definition/Types of conflict
• Basic process for conflict resolution
• Guiding principles
• Communicating in conflict
• Resources

3
4 Types of Inappropriate Behaviors

• Nuisance Actions or statements which are
  annoying or offensive but are made without the
  apparent attempt to cause direct harm
• Conflict Fairly bold or assertive verbal
  disagreements or behavioral clashes which are
  somewhat severe but do not permanently harm
  relationships in the workplace
• Hostility Nonphysical acts that are directed
  with the intent to do emotional harm
• Violence Physical acts that are directed with
  the intent to do physical harm

4
Two Types of Conflict
Content-focused When individuals are in conflict
about an idea, a process or a technique. Person-f
ocused Conflict is personality-based.
5
Conflict is constructive when

• Conflict is destructive when

6
How Am I Part of the Problem?

• Have I engaged in inappropriate behavior?
• Have I avoided a problem that should have been
  addressed earlier?
• Have I become overly sensitive to the point where
  my emotions are now interfering with resolving
  the situation?
• Is my need to control the other person stronger
  than my need to resolve the issue?

7
The Basic Process for Resolving Conflict

• ACT
• Identify the problem (agree)
• Be friendly dont fight or argue
• Get all sides of the story
• Identify the needs of all parties
• Treat all as members of the team
• Develop a plan (alternatives)
• Get agreement
• Implement solutions
• Follow up

8
Preparing Yourself for the Con Care-frontation

• Breath Control
• Body Control
• Mind Control
• Thinking Patterns to Avoid
• Negativism
• Victim Consciousness

9
Conflict Management Guiding Principles

• 1. Preserve dignity self respect allow others
  to save face.
• 2. Keep words and actions positive.
• 3. Listen with empathy to both what is said and
  what is not said.
• Dont expect to change another persons
  personality. Deal with behaviors.
• Find common ground and build from there.

10
Components of Communication

• WHAT DOESNT WORK?
• Telling the other person to calm down
• Shouting, arguing, challenging
• Focusing on trigger words
• Reminding them of their failures
• Showing a superior attitude
• I told you so
• Using critical parent body language
• WHAT MAY WORK?

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Components of Communication

• WHAT MAY WORK?
• Acknowledge your part in the problem
• Remain calm (leave your EGO outside)
• Guard your words and actions
• Listen, summarize
• Address the other person respectfully use their
  name
• Set limits, if necessary
• Keep body language non-threatening

12
Notes on Video Between You and Me Solving
Conflicts

• State the problem be open and honest
• Ask questions get the other side of the story
• Listen, clarify, try to understand
• Focus on job-related actions
• Separate the problem from the person
• Give feedback and paraphrase
• Ask to tell your side of the story
• Get agreement on the problem
• Ask for feedback
• Ask for commitment to work on the solution
  together
• Take action and follow up

13
Obstacles to Resolving Conflict

• Fear unwillingness to act
• Be courageous get rid of EGO
• Unwillingness to compromise
• Give in or get help
• Too much flexibility
• Establish a clear plan of action
• Not enough involvement
• Get assistance or do more
• Too much involvement
• Reduce the threat

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Remember, there are only three possible solutions
to any conflict

• Solve it
• Live with it
• Leave it

15
Resources

• Your Supervisor
• Your Personnel Representative
• Formal mediation program
• EAP Program providers
• A minister, priest, rabbi
• An impartial friend
• An arbitrator (judge)
• Arbitration is always legally binding