Patricia Frick 301-504-1450Jeff Schmitt 301-504-1352Janelle Davis 301-504-1460

Improve your current ability to

manage workplace conflict

PURPOSEPURPOSE

OBJECTIVESOBJECTIVES

• Create a positive work environment

through better communication

• Identify different working styles

• Understand/respect our differences

• Determine your own personal conflict

management style

OBJECTIVESOBJECTIVES

• Learn a creative problem solving process

• Discuss how Alternative Dispute Resolution (ADR) processes can be a valuable resource for effectively managing conflict

DEFINITIONDEFINITION

Conflict occurs when two people oppose each other because their needs, wants,

goals, values, and/or methods are different. Conflict is almost always

accompanied by feelings of anger, hurt, frustration, threats or anxiety.

• Lost time and productivity • Damaged relationships

The cost of conflict is HUGE!

What makes conflict a problem …

is how we react to it

We may try competing or accommodating or

compromising

May not be the best solution

because someone always loses

There is a better way-collaboration

To get there…

• Keep an open mind

• Don’t worry about who is right or wrong

• Just find a solution that works for everyone

You can get to collaboration if you• Tell it like you see it

• Then let go of the past

So you can stay focused on the future

The future will be better if you agreed on

• The results all of you want

• And how you will treat each other

Conflict can be an opportunity to learn and grow

Resolving conflict takes time and effort

Turning conflict into collaborationEveryone wins!

SOURCES OF CONFLICT SOURCES OF CONFLICT IN THE WORKPLACEIN THE WORKPLACE

• Communication breakdowns

• Difference in priorities

• Differing expectations

• Working styles

WORKING STYLESWORKING STYLES

ANALYTICAL STYLEANALYTICAL STYLE

• Does the job correctly

• Likes facts and figures

• Focuses on steps and objectives

• Seeks logical explanations

DRIVER STYLEDRIVER STYLE

• Gets the jobs done

• Likes results

• Focuses on the job

• Seek the most efficient way

AMIABLE STYLEAMIABLE STYLE

• Works cooperatively

• Likes people and fairness

• Focuses on process

• Seeks informality

EXPRESSIVE STYLEEXPRESSIVE STYLE• Works enthusiastically

• Has “vision”

• Focuses on hunches

• Seeks stimulation

Being aware of ourBeing aware of our

WORKING STYLES WORKING STYLES can can enhance our interaction with enhance our interaction with

each othereach other

DEALING WITH DEALING WITH CONFLICTCONFLICT

• Focus on how to handle positive/negative

• Not what we say --

but how we say it

CONFLICT IS NEGATIVE CONFLICT IS NEGATIVE WHENWHEN

• Looked upon as a barrier

• Casting blame on someone (dwelling on the past)

• Input and understanding are not sought by all parties

NEGATIVE APPROACHNEGATIVE APPROACH

• Viewing others as adversaries• Focus is on winning• Take things personally• Not concerned about perceptions and

feelings of others• Assume that others see things the way

we do

CONFLICT IS POSITIVE CONFLICT IS POSITIVE WHENWHEN

• It leads to increased understanding and promotes harmony

• It produces some new ideas or approaches

• We focus on the future

POSITIVE APPROACHPOSITIVE APPROACH

• Show mutual respect for others’ thoughts and feelings

• Develop effective partnerships

• Show support for each other

• Are secure enough to communicate openly

• Avoid playing games

• Don’t take things personally

• Assert themselves to achieve positive results

CONFLICT MANAGEMENT CONFLICT MANAGEMENT STYLESSTYLES

I caninfluence

I can control

CONFLICT MANAGEMENT CONFLICT MANAGEMENT STYLESSTYLES

• Avoiding

• Accommodating

• Compromising

• Competing

• Collaborating

AVOIDINGAVOIDING

• Issues of low importance

• Reducing tensions

• Buying time

ACCOMMODATINGACCOMMODATING

• Showing reasonableness

• Creating good will

• Keeping “Peace”

COMPROMISINGCOMPROMISING

• Temporary solutions

• Time constraints

• Backup plan

COMPETINGCOMPETING

• Quick action

• Unpopular decisions

• Vital issues

COLLABORATINGCOLLABORATING

• Learning

• Merging perspectives

• Gaining commitment

• Improving relationships

CREATING CREATING COLLABORATIONCOLLABORATION

• Make sure the other person shares his or her needs and objectives

• Stimulate information sharing

• Offer many alternatives

CREATING CREATING COLLABORATIONCOLLABORATION

• Insist on a collaborative process before discussing solutions

• Refuse to interact when emotions are high

• Take a creative problem-solving approach

COMMUNICATION COMMUNICATION SKILLSSKILLS

Communication is the Primary Means for Managing Conflict

DIRECTDIRECT

• Say what you mean

• No need to read between the lines

• Goal of communication exchange is information gathering

• Do not always say what you mean

• Read between the lines

• Saving face and preserving harmony are the goals

INDIRECTINDIRECT

POINTS TO CONSIDERPOINTS TO CONSIDER

• Keep an open mind

• Be fair - treat everyone with respect

• Listen - do not interrupt

• Different point of view

• Blaming for past wrongs

COMPONENTS OF COMPONENTS OF EFFECTIVE COMMUNICATIONEFFECTIVE COMMUNICATION

• Active Listening

• Asking Questions

• Paraphrasing

• Providing Feedback

• Empathy

LISTEN TO UNDERSTANDLISTEN TO UNDERSTAND

• Paraphrase

• Respond with empathy

• Ask questions

• Give feedback

• Legitimize

SPEAK TO BE SPEAK TO BE UNDERSTOODUNDERSTOOD

• Monitor your tone of voice• State your positive intent• Tactfully control interruptions• Tell your truth

-Use “I” language-Be specific-Suggest options

• Stay flexible

POINTS TO REMEMBERPOINTS TO REMEMBER

• Avoid defensiveness

• Actively listen

• Positive attitude

INGREDIENTS INGREDIENTS FOR A WIN/WIN OUTCOMEFOR A WIN/WIN OUTCOME

• Willingness to resolve

• Willingness to focus on the root of the problem

• Willingness to empathize

STEPS TOWARDSTEPS TOWARDRESOLVING CONFLICTRESOLVING CONFLICT

• Explore the problemExplore the problem

• Create lots of optionsCreate lots of options

• Agree to implement the best option Agree to implement the best option

THEN:THEN:

* Implement option(s)Implement option(s)

* Evaluate resultsEvaluate results

COOPERATIVE COOPERATIVE RESOLUTION RESOLUTION

PROGRAMPROGRAM

THE COOPERATIVE THE COOPERATIVE RESOLUTION PROGRAM RESOLUTION PROGRAM

PROVIDESPROVIDES

• Conflict Consultation

• Mediation Services

• Conflict Management Training

CONFLICT CONFLICT CONSULTATIONCONSULTATION

• Confidential and voluntary

• One-on-one

• Assist in improving communication skills

• Making us aware of our behavioral tendencies to prevent unnecessary disputes and resolve the ones that do arise collaboratively

CONFLICT CONFLICT CONSULTATIONCONSULTATION

• Identify specific goals

• Consider barriers to these goals

• Determine steps to achieve goals

• Examine habitual behaviors that may contribute to conflict

• Shift unhelpful reactions to conflict to constructive responses

MEDIATION SERVICESMEDIATION SERVICES

• Mediation is a problem-solving process that focuses on the future

• Opens lines of communication

• Discover individual interests and needs

• Creates understanding

• Builds better relationships

MEDIATION OFFERS AN MEDIATION OFFERS AN OPPORTUNITY TOOPPORTUNITY TO

• Be listed to and be understoodBe listed to and be understood

• Develop new way of dealing with a dispute Develop new way of dealing with a dispute

• Create your own solutionCreate your own solution

CONFLICT MANAGEMENT CONFLICT MANAGEMENT TRAININGTRAINING

Conflict management training focuses on Conflict management training focuses on communication skills and self-awareness that communication skills and self-awareness that are integral in improving the quality of our are integral in improving the quality of our work environmentwork environment

CONFLICT MANAGEMENT CONFLICT MANAGEMENT TRAINING PROVIDES AN TRAINING PROVIDES AN

OPPORTUNITY TO:OPPORTUNITY TO:• Identify your individual working styleIdentify your individual working style

• Define conflict and identify sourcesDefine conflict and identify sources

• Identify your own conflict management styleIdentify your own conflict management style

• Discuss the pros and cons of each conflict Discuss the pros and cons of each conflict management stylemanagement style

• Improve communication/active listening skillsImprove communication/active listening skills

MANAGING MANAGING DIFFERENCESDIFFERENCES

The way I see it The way you see it

The way it is

ATTITUDEATTITUDE

Positive/NegativePositive/Negative

YOU MAKE THE YOU MAKE THE

DECISIONDECISION

FOR INFORMATION ON FOR INFORMATION ON THE PROGRAMTHE PROGRAM Please visit our web sitePlease visit our web site

www.afm.ars.usda.gov/programs/coopreswww.afm.ars.usda.gov/programs/coopres

or contact usor contact us

Patricia Frick 301-504-1450Patricia Frick 301-504-1450

Jeff Schmitt 301-504-1352Jeff Schmitt 301-504-1352

Janelle Davis 301-504-1460Janelle Davis 301-504-1460