identifying and managing workplace conflict · 2019-03-06 · managing workplace conflict. credit...
TRANSCRIPT
Presented by: Candice Gottlieb-Clark, President
Dynamic Team Solutions@MediationGirl
Identifying and Managing Workplace
Conflict
CREDIT QUESTIONS TOPIC
HOUSEKEEPING
The use of this seal confirms that this activity has met HR Certification Institute's® (HRCI®) criteria for recertification credit pre-approval.
Recertification Credit Hours Awarded: 1 Specified Credit Hours: HR (General) recertification credit hours toward aPHR™, PHR®, PHRca®, SPHR®, GPHR®, PHRi™, SPHRi™ recertification through HR Certification Institute's® (HRCI®). For more information about certification or recertification, please visit the HR Certification Institute website at www.hrci.org.
Recertification Credit Hours Awarded: 1 Specified Credit Hours: HR (General) recertification credit hours toward aPHR™, PHR®, PHRca®, SPHR®, GPHR®, PHRi™, SPHRi™ recertification through HR Certification Institute's® (HRCI®). For more information about certification or recertification, please visit the HR Certification Institute website at www.hrci.org.
Be watching using YOUR
unique URL for login
Stay on the webinar, online for the full 60
minutes.
Certificates delivered by
email no later
HOUSEKEEPING
than 2/18/17
• President of Dynamic Team Solutions (formerly Mediating Solutions), an organization whose mission is to improve leaders, strengthen teams and enhance the functionality of your business.
• Master’s Degree in Counseling and Certified in the fields of Counseling, Mediation, and Executive Coaching.
• A frequent speaker and writer on topics of leadership, teamwork, and workplace relations. She has a blog and has been published in multiple professional and online journals.
• Find us at www.DynamicTeamSolutions.org
Today’s PresenterCandice Gottlieb-Clark
Underlying Components of Conflict
Identifying Workplace Conflict
Steps to Take Action – the role of H.R.
Agenda
What do you consider to be the fundamental cause of workplace conflict?
1. Poor Communication2. Workplace Stress3. Unhealthy Relationships4. Personal issues and “baggage”
Survey
What’s Behind the Conflict?
Research indicates 60-80% of all difficulties in organizations stem from strained relationships between
employees, not from deficits in individual employee’s skill or motivation.
Daniel Dana, Managing Differences: How to Build Better Relationships at Work and Home (2005)
“A state of opposition between persons or ideas or interests”
Common Problems• Personality differences• Power struggles• Harassment• Bullying or intimidation
What is Workplace Conflict?
What Triggers the Conflict?
What Triggers the Conflict?
Responses to Conflict
Fight or Flight
Confrontational Demonstrative Mood Vocal Demanding Reactive Intimidate
Conflict Style and Behaviors
Avoidant Quiet Anger Gossip Hold a Grudge Passive-AggressiveManipulate
Conflict Style and Behaviors
What’s happening?• Arguments or outbursts• Avoiding or “not
speaking” to someone• Complaints about
situation• Changes in behavior
• Alcohol consumption• Increased absenteeism
Who would know?• Those involved• Witness to an argument• Family and friends
How can conflict be identified?
Early Stages
What’s happening?Prior behaviors and:• Productivity impacted• Exclusionary actions• Depressed/sullen• Nervous behaviors• Complaints increase
Who would know?• Those involved• Witnesses• Family and friends• Co-workers• Direct supervisor
How can conflict be identified?Mid Stages
With each advancing stage, problems grow, fester, and damage spreads, affecting morale/turnover/etc.
What’s happening?Prior behaviors and:• Stress/health issues• Aggressiveness• Increased Mood Swings• Complaints decrease• Comments about quitting,
suing or retaliating
Who would know?• Those involved• Witnesses• Family and friends• Co-workers• Direct supervisor• Human Resources
How can conflict be identified?
Advanced Stages
Impact of Unresolved Conflict
Internal (hidden) External (exposed)
How does your staff view Human Resources?
An arm of the Legal Department The policy Police An approachable source for help
Conflict Resolution and HR
ReputationTrust
• Neutrality• Confidentiality
Time RequirementsSkill set – Conflict Manager
Challenges to Consider
Preventative Measures
• Keep HR reputation strong• Develop a conflict resolution plan
• Policy and procedures clear and understood• Train staff
• Incentivize reporting of problems• Provide forum for addressing concerns
Taking Action
Early Stage
• Determine how long problem has been occurring• Find out the impact on persons involved• Inform them of options• Get their input• Follow-up
Taking Action
Mid Stage
Prior steps and:• Empower them to resolve the issue
• Train• Coach• Role-play
• Facilitate their discussion• Intervene on their behalf
Taking Action
Advanced Stage
Prior steps and:• Investigate the Issues
• Demonstrate interest in bringing change• Involve legal
• Resolve Conflicts• Address the Aftermath (Department-Wide Issues)
Taking Action
Human Resources ExecutivesManagers Employees
Who needs to be Involved?
How does your staff view Human Resources?
An arm of the Legal Department The policy Police An approachable source for help
Conflict Resolution and HR
Please enter any questions you may have into the “Questions” section of the GoToWebinar panel that appears on your computer screen.
QUESTIONS
The use of this seal confirms that this activity has met HR Certification Institute's® (HRCI®) criteria for recertification credit pre-approval.
Recertification Credit Hours Awarded: 1 Specified Credit Hours: HR (General) recertification credit hours toward aPHR™, PHR®, PHRca®, SPHR®, GPHR®, PHRi™, SPHRi™ recertification through HR Certification Institute's® (HRCI®). For more information about certification or recertification, please visit the HR Certification Institute website at www.hrci.org.
Recertification Credit Hours Awarded: 1 Specified Credit Hours: HR (General) recertification credit hours toward aPHR™, PHR®, PHRca®, SPHR®, GPHR®, PHRi™, SPHRi™ recertification through HR Certification Institute's® (HRCI®). For more information about certification or recertification, please visit the HR Certification Institute website at www.hrci.org.
Be watching using YOUR
unique URL for login
Stay on the webinar, online for the full 60
minutes.
Certificates delivered by
email no later
HOUSEKEEPING
than 2/18/17
• Team Building• Executive Coaching• Group Facilitation• Mediation / Conflict Resolution• Training and Retreats
Keep In Touch and Informed – Tips, Info, UpdatesComplimentary 1-Hour Consultation (10 spots)
www.DynamicTeamSolutions.org
• Ascentis Performance Tuning:• Mobile-interface• Tune performance on-demand• Notify employees when they
need to be engaged.• No-training required
• Employees can update accomplishments and rate themselves.
• Manage goals, development plans, accomplishments, feedback, and evaluations.
Ascentis Performance Tuning
• Free live webinars monthly• Free HRCI, SHRM, and APA credits• All webinars recorded and posted to
website for free viewing.Upcoming Webinars
• Jan. 24, 2017 – Workplace Violence: Does Your Company Have a Fighting Chance?
• Feb. 2, 2017 – The High Cost of Getting Even: Understanding and Preventing Retaliation Claims
• Feb. 9, 2017 – Zap The Gap! Keeping Millennials & Other Generations Engaged
• Feb. 15, 2017 – Employee Retention for the Long Term – Training for the Marathon
