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Workplace Dispute Prevention. Bob White 816-716-7736 Success@kc.rr.com. +. =. Wasted Time. Wasted Energy and Resources. Reduced Compliance. Impact of Conflict in the IRS. - PowerPoint PPT Presentation
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Bob White
816-716-7736
Success@kc.rr.com
Workplace Dispute Prevention
September 19, 2007
Impact of Conflict in the IRSImpact of Conflict in the IRS
The IRS MissionProvide America's taxpayers top quality service by helping them understand and meet their tax responsibilities and by
applying the tax law with integrity and fairness to all.
Unresolved conflict can have a negative impact on organizational performance.
Reduced ComplianceWasted Time + Wasted Energy and Resources =
September 19, 2007
What Is Conflict?
Conflict is defined as a disagreement over disputed issues or incompatible goals involving two or more parties.
September 19, 2007
What Conflict?
Conflict situations are those in which the concerns of two people appear to be incompatible. In such situations, behaviors can be described along two basic dimensions:
l) Assertiveness is the extent to which the individual attempts to satisfy his/her own concerns; and
2) Cooperativeness is the extent to which the individual attempts to satisfy the other person’s concerns.
September 19, 2007
Conflict Prevention
Twelve Powerful Words
You New
Guarantee Results
Money Easy
Save Health
Love Free
Discovery Proven
September 19, 2007
Step 1: Make Up Your Mind
• Know your passions “and” talents
• Seek meaning • Find a higher
purpose• Decide to act• Doing nothing is a
choice
September 19, 2007
Step 2: Order Your Steps
• Develop a path• Set timeframes• Set realistic
goals• Know your
priorities
September 19, 2007
Step 3: Take Control
• Face your fears• Get in the driver’s
seat • Evaluate your
circle• Take the first step• Take risks
September 19, 2007
Step 4: Invite Feedback
• Be open-minded• Listen• Be teachable• Accept honesty• Don’t overreact• Decide how to
move forward
September 19, 2007
Step 5: Visualize Your Success
• Everything starts in the mind
• Control your self-talk
• Picture yourself as being confident
September 19, 2007
Step 6: Anticipate Obstacles
• Accept temporary set-backs
• Have a Plan B• Stay focused• Be flexible• Overcome “you”
Step 7: Trust Your Instincts
• Believe in you• Follow your
destiny• Build on past
successes• View your
emotions as feedback
Step 8: Invest in Yourself
• Take personal time• Commit to personal
health• Be willing to
sacrifice• Self-satisfaction• “Do you”
Step 9: Own Your Future
• Be accountable• Protect your
equity• Be your best
every time
Step 10: Never Give Up
• Be a fighter • Transform the
word “No”• Develop a
personal BRP• Keep dreaming• Keep the faith
Taking Charge of Conflicts
• Make up your mind• Order your steps• Take control• Invite feedback• Visualize your success• Anticipate obstacles• Trust your instincts• Invest in yourself• Own your future• Never give up
September 19, 2007
Conflict Prevention
FIVE THINGS YOU NEED TO KNOW BEFORE
YOU RETIRE
Be True to Yourself Live with No Regrets Become Love Live in The Present Moment Give More Than You Take
September 19, 2007
Seven Conflict Strategies
1. Define what the conflict is about.
2. It’s not you versus me; it’s you and me versus the problem
3. Identify your shared points of agreement rather than focusing on your one point of disagreement
September 19, 2007
Seven Conflict Strategies
4. Sort out interpretations from facts
5. Develop a sense of forgiveness
6. Learn to listen actively
7. Purify your heart
September 19, 2007
Seven Conflict Techniques
1. Listen without interruption
- Don’t defend yourself – just listen.
2. Ask questions to increase understanding
3. Restate key points to establish common ground
4. Give the other person the benefit of the doubt
September 19, 2007
Seven Conflict Strategies
5. Control your emotions
-Don’t build resentment
-If you can control your emotions, you
can handle the situation
6. Think before you respond
- State your position calmly
7. Agree on a solution
September 19, 2007
Benefits of the 7 Strategies
There are 4 benefits to the above 7 Steps:
1. Shifting attention away from you and toward the problem at hand
2. Very often defuses anger an resentment
3. Opens the door for you to gain some valuable information
4. Lets your management team know you are a team player
September 19, 2007
Dealing with Difficult PeopleDealing with Difficult People
Put problem people in proper perspective Don’t expect difficult people to change Learn to respond as well as to listen Give and request constant feedback Deal directly and discreetly Be straightforward and unemotional Be gracious
“THE BEST WAY OUT OF A DIFFICULT SITUATION IS THROUGH IT!”
September 19, 2007
BATNABATNA
Best Alternative to a Negotiated Agreement (BATNA)
The BATNA is what you will do independent of the other party should the negotiation fail
Before negotiating, know what you’ll do if you walk away
The benefits of having a BATNA include: Increased confidence Ability to focus on the negotiations
September 19, 2007
Self Mediation ProcessSelf Mediation Process
Find a time to talk A conversation about having a conversation No communication = no solution
Plan the context Remove land mines Protect the dialogue
Talk it out Use natural forces toward harmony to produce breakthroughs
Reach agreement Plan the future
September 19, 2007
ConclusionConclusion
“With preparation and practice, dealing with conflictdoesn’t have to feel like walking a tightrope!”
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