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CONFLICT INA Professional Growth Module:

THE WORKPLACE©1998-2014

May be copied for use within each physicallocation that purchases this inservice.

A Professional Growth Module: Conflict in the Workplace

YOU CAN’T AVOID CONFLICT!

Inside This Inservice:

© 2014 In the Know, Inc. www.knowingmore.com

May be copied for use within each physical location that

purchases this inservice from In the Know. All other

copying or distribution is strictly prohibited.

Developing Top-Notch CNAs, One Inservice at a Time

It’s true: whenever people spend day after day together, conflict cannot be avoided completely. You may be nodding in agreement or you may be thinking that you’ve never had a dispute with anyone. However, conflict at work happens to everyone at some point in his or her career.

The start of a dispute between people usually begins with a disagreement. When you and a co-worker disagree, you have one opinion and your co-worker has another. Often, it doesn’t really matter to either of you what the other person thinks. You both go on with your lives, each sticking to your own opinion. Usually, disagreements consist of only words and they do not affect how people interact with each other.

For example, Tim and Connie, both CNAs, disagree one day at work about the proper way to give a bath to a bedridden client. They each express their opinion, saying it’s how they were taught in school. They end the discussion by saying, “OK...you do it your way and I’ll do it mine.” Tim and Connie disagree, but they

respect each other’s opinion and have no trouble working together.

A full-blown conflict can begin with different opinions, but it grows into something much larger. Generally, it is not what people say, but how they act, that causes a disagreement to escalate into a conflict. In almost all conflicts, the problem is not the initial disagreement, but the way in which it is handled. A conflict can easily be avoided with the proper attitude and respect for the workplace.

Keep reading to learn more about Tim and Connie’s situation, how disagreements and conflicts happen at work, and about the different ways in which they can be resolved!

Today’s Workplace and Conflict

2

Five Ways that People Approach Conflict

3

The Process of Resolving a Workplace Conflict

4

Are You Ever Disagreeable? 5

Gossip: A Recipe for Conflict

6

Bullying in the Workplace 7

Unprofessional Co-Workers

8

Conflicts with Clients 10

More Tips! 11

Conflicts with a Supervisor 9

Today’s Workplace... and Conflict It seems that more and more companies focus on conflict resolution these days. They should! It seems that conflict is on the rise and will continue to be an issue for businesses in the future. Here are three main reasons there is more conflict in the workplace now than ever before.

1. The average work environment has become less rigid as far as boss and worker relationships. The “command structure” of businesses has gotten more flexible and fluid, which means that many people do not identify themselves as working “for” or “under” someone else. Instead, everyone’s opinion is treated equally—or at least more so than in the past. The workplace is more open to personal feelings and giving everyone what they want, when they want it. This makes more room for conflict.

2. More diversity exists in the workplace than just a few decades ago. It is likely that in your organization, there are many cultures, ages and ethnic groups represented among the

employees. People in the workplace are less similar than in the past. This is great for equality, but it means that many different points of view are going to be presented. Diversity among co-workers can spark conflict, as people tend to view a potential problem (and its solution) based on their own background and life experiences.

3. There are more women in the workplace than every before. (Of course, historically, the nursing field has been dominated by women.) In general, women value teamwork, relationships and communication at work, while men value achievements and results. Focusing on these different values can produce workplace conflict between men and women.

A Professional Growth Module: Conflict in the Workplace © 2014 In the Know, Inc. Page 2

Tim and Connie continued...

Let’s take another look at Tim and Connie’s situation. Imagine that instead of agreeing to disagree about bathing a client, they get into an ongoing struggle about who is right. Tim starts telling other co-workers that Connie doesn’t know how to give a proper bath. Connie gives Tim hateful looks and refuses to work with him. They have entered into a contest of opposing forces. Unless their conflict is resolved, work will remain an unpleasant place for both of them! Having gone past the point of disagreement, Tim and Connie are in a full-blown conflict, which can start causing a disruption among their co-workers and eventually in job performance. Both Tim and Connie are creating a situation where neither will back down; each thinks that they would appear to be wrong by offering a truce.

Conflict = Drama!

When the “real world” doesn’t measure up to how we picture it in our minds, it can lead to pain, conflict and drama. When we resolve conflicts, we reduce

the amount of drama in our lives!

There are five main approaches or methods that people “use” when in conflict with one another. Each has an advantage and is appropriate at times, but each is also bad for particular situations.

1. Avoidance After seeing you and a supervisor chatting, a co-worker snaps, "I can't believe how much you brown nose around here!" While her comment is angering and hurtful, in response you ignore it and go on with the day as if it did not happen. This is useful if the matter is less important or if there is nothing gained by entering into the conflict. However, if there is a more serious problem between two people, avoiding it resolves nothing—and the problem can even worsen.

2. Accommodation This is when people give up their own views in favor of another’s. The accommodator is likely to take on the ideas of the other person, just to avoid sparking a confrontation. Let’s use the same example from above. After the comment, you agree with her, saying, "Well, I want a good work evaluation this month," even though inside you don't feel that way at all. Generally, this method won’t solve a problem, but it might stop a conflict in its tracks.

3. Competition Unlike people who use avoidance or accommodation techniques, people with a competitive attitude take a firm stand and try to get what they want. Using our example: after your co-worker accuses you of brown nosing, you snap back, "I can't believe you are listening to a private conversation! Mind your own business!" When both people believe they are right and are willing to fight over it, they are demonstrating a competitive attitude.

Five Ways that People Approach Conflict 4. Collaboration This is when people try to come to a solution that pleases everybody. It takes time because it means that each person gets to present a view and help come up with a solution that incorporates that view. In the example, you might ask your co-worker to sit down with you so you can put yourselves in each other’s shoes and find a new way to interact with each other. While collaboration is a great method, it is generally too time consuming to be used for every workplace conflict.

5. Compromise The goal of compromise is to have people who disagree “meet in the middle”. Each person has to give up something, but in doing so, gains something in return. Back to our example, you might say, "I don't feel I deserved that comment. First, I don't think it was brown nosing; I like talking to her. Maybe next time we have a conversation you could join us?" By reacting with a spirit of compromise, you are expressing your feelings in a respectful fashion. However, by inviting her to join you, you have also “given up” having a private conversation with your supervisor in the future.


In our sample case, Tim and Connie are both doing their best to continue the conflict. It started as a disagreement about the best way to bathe a client, but has turned into a contest of wills. Both feel they are right and neither will back down.

Can you guess which attitudes they are demonstrating?

Now, think about the other attitudes and why they are not being used in this situation. In other words, what are Tim and Connie not doing? Which approach do you think would solve the problem?

Which Attitudes do Tim and Connie Have?

When the inevitable conflict in the workplace comes about, a simple five step process can resolve the situation almost every time. Read through the steps to see how to easy the process can be…

1. Realize there’s a solution! Both parties involved in the dispute need to come to the realization that the problem must be discussed. They must agree that the conflict needs to come to an end.

2. Exchange viewpoints. This is extremely important, perhaps the most important part of the entire process. This is where one side speaks and the other listens, so that the necessary points of view are understood. One person should talk first while the second listens and does not interrupt. When the first person finishes, they should switch. It is important for both parties to remain open-minded, to speak clearly and to identify the issues, making sure everything needed to be shared is discussed.

3. What’s your problem? Mine too! Before any further process of resolution can continue, both people have to agree on the issue that is causing the argument. People see things through the lens of their own

The Process of Resolving a Workplace Conflict


personality, values, goals and prejudices. The goal of this step is to get to a consensus about the problem, not to force one another to see things the same way. Usually, both sides have to agree that at least one problem they share is lack of communication.

4. Create solutions. So that both sides feel like they are part of the solution, each should have an equal hand in negotiating the solution, so to maintain the idea of fairness. Both should remain open to each other’s ideas and really try a new solution even if they have no experience with it and did not think of it themselves.

5. Negotiate the fix. The conflict is likely to be resolved at this point, at least for now. Both sides feel for each other, having listened to the other’s side of the story. However, they might have discovered great differences in their views. The goal of this final step is to ensure that both parties have agreed on a solution, and that both are happy. One side being dominant is no fix, at least for long. The solution cannot be all one person’s idea—both must have a hand in creating the solution.

Tim and Connie must put an end to their conflict, as it is hurting them both… and is also causing a disruption to the rest of the workplace. Let’s see them fix the problem by going through the five steps:

1. Connie realizes that they need to stop this fight and asks Tim politely if she can speak to him. Tim agrees and they sit in an empty meeting room together.

2. They take turns telling one another their points of view. One speaks while the other actively listens.

3. They see that the problem is they each have a strong personality, are competitive and like to be right. They agree that the problem was never the actual bathing technique—but how they communicated.

4. They both discuss the bathing method they use and decide that both techniques are acceptable. However, Tim and Connie say they will continue using their own method. Neither person wins or loses.

5. Tim and Connie decide that, in the future, they will keep their own techniques to themselves. As long as the job is getting done, they can agree to disagree on the proper method. If either Tim or Connie uses a method that is not getting the job done, they will discuss it politely at that time. In the meantime, they agree that the conflict is over, and they both decide to apologize to their co-workers.

The Process in Action...

Are You Ever Disagreeable? It’s difficult for most people to see themselves as anything but good employees and agreeable people. You probably answered the above question by saying, “no.” Here is your rude awakening: most people should answer that question with a “yes. “ It may be hard to believe but most of us have the tendency to be disagreeable! At some point, each of us has contributed to a negative work environment. Here are just a few ways we may have done that:

When people disagree, they tend to jump to conclusions. For example: Your supervisor is constantly scheduling your for days that you requested off. She tells you she has no choice. You don’t believe her and become resentful toward her. The appropriate response is to research the issue and get to the bottom of the miscommunication. But, sometimes, it seems “easier” to simply assume the worst.

We disagree with everything. The appropriate reaction is to choose your battles. However, many of us just have to win. You probably believe this makes you assertive. This sort of action can make us seem inflexible to others. Try “giving in” on smaller issues and dispute the larger ones. You will seem less disagreeable this way.

We don’t listen. Did you know that, instead of listening to what the other person is saying, most people spend that time figuring out what they are going to say when the other person stops talking? Ask any counselor—most disagreements turn into conflict because one or both parties stopped listening to what the other person is saying. The solution to this is to truly take a moment to stop and hear what the other person is saying. It may save you from the stress of a full blown conflict.

We use hostile language. Remember that old saying, “It’s not what you say but how you say it?” It is easy to become confrontational and emotional, especially for those of us with a short fuse. Stay

calm and deliver your words appropriately. You may even decide it’s a good idea to wait until you have calmed down a bit. And yes, sarcasm can be hostile too.

As a nursing assistant, you’ve got to deal with supervisors, co-workers, clients and their family members—all of whom have their own opinions. So, ask yourself again, have you ever been disagreeable? Being disagreeable, even part of the time, can lead to an unhappy work life. With a little “fine tuning”, most of us can become more agreeable—and more satisfied with our jobs.


Some Do’s and Don’ts For Active Listening...

Do maintain appropriate eye contact– this shows the other person that you are really listening.

Don’t look down– which can make people think you’re tuning them out.

Do paraphrase at the right times– ensure you can sum up what it is someone is saying to you when finished.

Don’t interrupt– let the other person finish or you’ll never really understand.

Do be aware of your body language and tone of voice– you should speak calmly and sit or stand face to face.

Don’t assume– make sure you are on the “same page” and you know what they think.

Do listen– ensure you can basically repeat what someone has just said to you.

There are certain behaviors or habits in the workplace that are guaranteed to cause conflict—and participating in gossip is at the top of the list! Consider this example:

Joan was helping Mr. Waters, who suffers from dementia, with his personal care. He became confused and upset and threw a shoe at her. Joan responded calmly and finished her work. She told one co-worker what happened and thought that was the end of it. Unfortunately, people started gossiping—and getting the story wrong. “Did you hear about Joan? She got angry with Mr. Waters and threw her shoe at him! Isn’t that awful? She should be fired!” By the end of the day, this story had gotten to Joan’s supervisor who called her in for a counseling session. Joan had to defend herself and started crying. Such drama...and all because of gossip!

Gossip is like a computer virus. It sneaks around, disrupting the way a workplace functions—just like a virus disrupts the way a computer functions. It only takes one person starting some gossip for the entire team to become “infected”. Gossip can eat away at communication between co-workers, damage careers, cause hurt feelings and create plenty of conflict! It can also weigh down employee morale and lead to reduced productivity.

So what’s the best way to get a handle on gossip in the workplace? Let’s look at another example:

Steve and Ginger have worked together as CNAs for five years. Lately, Steve has seemed stressed out and unhappy. One day, he tells Ginger that he is having some financial troubles and he and his wife are having a hard time living on less money.

Gossip: A Recipe for Conflict!

Ginger runs to every co-worker, eagerly sharing Steve’s bad news. She adds her own twist on the story by saying, “No wonder he’s been so grumpy lately. I think he’s drinking too much and his marriage is in trouble, too!”

While Ginger’s co-workers can’t control whether or not she gossips, they can let her know they don’t want to participate in it. Here are some ways to do that:

After hearing Ginger’s news, Theresa decides to say something nice about Steve. She says, “What I like most about Steve is that he’s a real team player. What do you like most about him?” Theresa hopes that this may serve as a wake-up call for Ginger—and encourage her to speak about Steve in a positive manner.

When Ginger shares her gossip with Mark, he says, “It sounds like Steve needs friends to talk to. Why don’t you and I go discuss this with him right now?” This approach may stop Ginger in her tracks since she won’t want Steve to hear how she has exaggerated his story.

When Ginger tells Sheila about Steve’s situation, Sheila asks Ginger, "Can I quote you on this?" Most people who share gossip do not want to have the story associated with them. Ginger is no exception. She asks Sheila not to mention the news to anyone.

If you find yourself spreading gossip among your co-workers, follow one or more of these tips:

Ask a co-worker to give you a little pinch every time you start gossiping.

Pretend that everything you say about someone else is being recorded for that person to

hear.

Consider how you would feel if someone were talking about you

behind your back.

Think about all you could get done in those extra 65 hours if you didn't spend them gossiping!


A 2002 study revealed that, every year, the average employee spends about 65 hours

gossiping about co-workers!

As a kid, did you ever run up against a school yard bully? Unfortunately, that same type of behavior exists in workplaces across America. A recent survey found that a whopping 37 percent of the U.S. workforce has been bullied at work at some point. This means that 54 million employees have experienced workplace aggression!

This aggression goes beyond teasing and stealing lunch money (like some childhood bullies). In the workplace, a bully might: Criticize your work over and over. Yell at you and/or behave in a hostile manner. Accuse you of mistakes you didn’t make. Spread gossip or lies about you. Ignore you or exclude you from the group. Insult your work habits, your attitude or your

private life.

Being bullied by a co-worker can raise an employee’s stress and anxiety levels while reducing job satisfaction. In fact, many people who are bullied end up quitting their jobs.

Just like on the playground, bullying in the workplace is not very nice—but it’s not illegal. Unfortunately, many victims don’t even report the problem for fear of being seen as “weak” or as a “complainer”. For example:

From her first day on the job, Sarah got the feeling that Melissa didn’t like her. Melissa never talked to her—in fact, she would turn her back whenever Sarah walked by. She also: Gave Sarah dirty looks. Bumped into Sarah repeatedly with a wheelchair. Spilled coffee on Sarah’s clipboard.

Sarah felt harassed, but what could she do? She had no real evidence that Melissa was targeting her. While she believed that the spilt coffee and the wheelchair bumps were on purpose, she couldn’t prove it. So, what could Sarah tell her supervisor? That Melissa wasn’t friendly? Her supervisor would probably tell her to simply get on with her work. After a few months, Sarah couldn’t take it anymore and she quit her job.

Bullying: The Silent Epidemic What’s the answer? If you are dealing with a workplace bully:

Write it down. Keep a record of every bullying incident. Make note of the date and time and include the exact words the bully used. (But stick to the facts—just like you do when you document your client care.) This type of specific documentation can be a powerful tool if you feel the need to report the bully.

Don't let the bully intimidate you or make you feel bad about yourself. Most bullies behave the way they do because they don’t feel good about themselves—and want to drag you down to their level.

Do your best at your job every day. Workplace bullies want you to fail because it confirms their power over you. Don’t let them control you. Instead, let them see you enjoying your job!

Confront the bully in a professional and respectful manner—but only if your physical safety isn't threatened. Say something like, “Your behavior is unacceptable.” Stay calm and don’t yell or cry. Bullies usually enjoy an emotional confrontation and will keep coming back for more!

Check to see if your workplace has a policy on bullying. If so, it should spell out the steps you can take to resolve the issue.

Ask for help. If you've done all you can on your own, take the issue to your supervisor or (if the bully is your supervisor) to your human resources manager. Bring your documentation with you and talk about how the problem has affected your daily work. Let them know that you are committed to your job and that your goal is to be a team player and provide the best possible client care.


If you are being physically threatened, the situation has gone beyond bullying. Report it

to your supervisor immediately!

Side step and look at the situation from the other person’s point of view. What would you do in the same situation? When you side-step, you show the other person your compassion.

If you never let yourself get “hit,” the likelihood that you’ll “hit back” is much less. The idea is to always be the person that ends the argument, never the one who starts it… and the easiest way to end it is to never actively participate.

We all know unprofessional people when we see them. Many of them go through their work day being:

Remember that no one is perfect—and everyone has bad days now and again. But someone who is unprofessional demonstrates these negative qualities nearly every day.

Most of us have experienced the fury of an unprofessional co-worker. Sometimes it can be hard to respond in a rational manner. Here are a few tips for dealing with co-workers when they are being unprofessional:

Keep that list of professional qualities in mind and try hard not to lose your cool. If both of you are upset, it will only make things worse!

Responding to an Unprofessional Co-Worker

A Couple of Methods to “Disarm Your Attacker”

Before talking to a supervisor about the problem, sit down with your co-worker. Patiently communicate your feelings to the best of your ability.

Have you ever heard the expression “kill them with kindness?” Try inviting the person out to lunch or to have a cup of coffee. Then, quietly discuss any misunderstandings that may have come between you.

If you have time, ask your co-worker if he or she needs help with anything.

Remain patient. It can be extremely hard to deal with a hostile co-worker. By responding in a friendly manner, the workplace (and your workday) will be much more peaceful.


You‘ve seen Bruce Lee, Jackie Chan and Chuck Norris movies right? How often do those guys want to fight? Almost never...and they usually don’t get hit very often. Instead, they simply get out of the way of a punch! Well, hopefully you can avoid getting roped into an argument in the same way they avoid a fight.

Move out of the “line of fire” by sidestepping an initial remark (for example), “Why are you so bad at cleaning up after yourself?” You can do this with a question back like, “Why do you feel that way?” or “How did you come to that conclusion?” This will help take the anger out of the situation most of the time... and open the door for polite communication.

Hostile

Rude

Selfish

Irresponsible

Careless

Tardy

Negligent

Uncaring

"Be kind, for everyone you meet is fighting a hard battle." Plato

Have you ever had a disagreement or conflict with a supervisor? Resolving problems with a “boss” can be tricky, especially if that person has the power to make your job difficult (or make it go away!).

Here are some tips for getting along with your supervisor—even if you don’t always see eye to eye:

Review expectations. Do you know what your supervisor counts on you to do every day? Make sure that your priorities match your supervisor’s idea of what is most important. You’ll never live up to your supervisor’s expectations if you don’t know what they are! And, consider telling your supervisor what you expect from a manager. Just be sure to do it in a professional, respectful manner.

Remain professional. Remember that you are there to provide care to your clients...not to make friends. As a professional, your goal is to get the job done and carry out your supervisor’s instructions.

Don’t expect to change others. If you work for a “difficult” supervisor, there is probably nothing you can do to change his or her behavior. The only thing you can control is your own attitude about that person. For example, Sue used to think of her supervisor, Pat, as “that jerk I work for”. Every time she thought about “that jerk Pat”, she grew more unhappy with her job. She felt negative, grumpy and stressed! When Sue switched gears and started thinking of Pat as simply her “boss”, she felt her anger and resentment slipping away. Pat hadn’t changed, but Sue stopped reacting to Pat in a negative manner.

Conflict with a Supervisor

Take a look at yourself. If a supervisor criticizes your performance, take a deep breath and look at the situation objectively. Did you do your best or is there a chance that your supervisor was right to correct you? Keep in mind that constructive criticism gives us an opportunity to learn and grow professionally.

Keep emotions out of it. If your supervisor confronts you about something, remain calm. If you let yourself react emotionally, the situation can turn into a “war” where you and your supervisor are fighting about who is right. Instead, simply say, “I understand. Thank you for the information.” Or, try asking for advice and ideas about how your work can be improved.

Be careful about complaining. It may be tempting to complain about your supervisor to your co-workers. But, watch out. You may think that your co-workers agree with your complaints when really they don’t. And, in the end, you may wind up being labeled as a chronic complainer instead of a team player.

Look for the good. It’s easy to be critical of a supervisor, but when was the last time you gave your boss a compliment? Everybody likes a pat on the back once in a while...and your supervisor is no different. So, be on the lookout for good behavior and send some praise your supervisor’s way.

Chances are, your kindness will come back to you!

Laugh! By hanging on to your sense of humor, you’ll avoid taking yourself—or any disagreement—too seriously. As former congressman Frank A. Clark said,

“The next best thing to solving a problem is finding some humor in it.”


Your clients are all individuals...with their own personalities, likes and dislikes, personal habits and ways of communicating. Some of your clients may seem disagreeable —like they are looking for an argument. It’s part of your job to remember that “difficult” clients may be:

Recovering from stress or tragedy in their lives.

Suffering from an illness.

Dealing with a disability.

Experiencing pain—all day, every day.

Feeling lonely or depressed.

Taking medications that make them act differently than normal.

Since you spend so much time with your clients, their negative behavior is often directed at you. But, try hard not to take their comments or behaviors personally!

If you encounter clients who are argumentative, try to:

Speak slowly and calmly.

Listen to what they are saying. Don’t tease or ignore them.

Don’t crowd them. Give them room to breathe.

Avoid touching angry clients unless you know from past experience that touching them is safe.

Sometimes, despite your best efforts, a disagreement with a client may put you on the receiving end of:

Verbal abuse, including cursing and screaming.

Threats.

Unwanted sexual advances.

Physical assault, including hitting, scratching and biting.

Remain calm, keep yourself safe and follow your workplace policy for reporting this type of incident.

Handling Conflicts with Clients

In addition, follow these tips for handling conflicts with clients:

Tell your supervisor if the stress of working with a particular client is getting to you. It’s better to switch your assignment than to risk taking your frustration out on the client.

Be a good role model. If you get angry or aggressive because of a client’s actions, it will only make the situation worse.

Make sure you know your workplace policy for getting help if a client becomes too much to handle.

Ask your supervisor if any of your clients have a history of being difficult. Knowing your client’s history will help you be prepared to deal with any disagreement.

Be sure to share your observations about your clients with other staff members. For example, tell your co-workers if Mrs. King gets agitated or hostile every time someone mentions her son.

Consider using a “buddy system” when caring for clients who have a history of being combative. This isn’t so you can “gang up” on the client, but so that you can remain safe as you perform client

care.

Remember that the conflict resolution process (see page 4) is a valuable communication tool. Use the five steps with a client to bring about a solution to a

disagreement. If you handle the situation immediately and

respectfully, it’s likely that your client care is going to

be a far better experience (for both of you).


Pick your battles. When you disagree with someone, make sure the issue is really important to you. Don’t fall into the trap of continuing the argument just because you want to be “right.” You don’t want to damage your professional reputation or your relationship with a co-worker over something trivial.

Separate personality from behavior. You don’t have to like all of your co-workers to get along with them. For example, you may not like Jim’s boisterous personality but he’s a hard worker and a real team player.

Always be respectful. Keep in mind that you are in your workplace—and you need to remain calm and professional at all times (even if the other person isn’t).

Remember that people at work come from many from diverse backgrounds. Based on their culture, the way they were raised and their life experiences, they may have different views and opinions. This doesn't make them wrong—just different!

Don’t take it personally. It’s common to think of a conflict with a co-worker as an attack against your personal beliefs or actions. Instead of making the disagreement into a "me versus you" situation, try thinking about it as "us versus the problem". This attitude shows your professionalism and your willingness to work things out.

More Tips for Resolving Conflicts

Stay out of other people’s disagreements. If a conflict doesn’t involve you directly, allow your co-workers to resolve the situation on their own.

Listen first, talk second. To solve a disagreement, you must understand what someone else is really saying. So, hear the other person out. Then, before explaining your own position, try to summarize what you heard into one or two sentences. Start with, "So you're saying that..." and see if what you heard matches what your co-worker was really saying. By communicating clearly, the two of you may find that you're actually on the same “side”!

Look for a solution. When you disagree with someone, approach that person with a positive attitude—rather than with complaints and frustration. Chances are, this will help you focus on finding a solution instead of just rehashing the problem.

Remember that a workplace conflict affects more than just the people who are directly involved. If you have an ongoing “feud” with a co-worker, chances are that it is causing tension for everyone at work. Try to resolve the issue today!


People communicate better when they’ve been understood...

When a person feels heard they are more likely to listen.

“A problem is your chance to do your best.”

–Duke Ellington "Seek first to understand, then to be understood."

-Franklin Covey

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