Solving Conflicts On The Job Instructor: Erica Paul HOPE Worldwide Consulting, Inc. Cell:...

Solving Conflicts On

The Job

Instructor: Erica Paul

HOPE Worldwide Consulting, Inc.Cell: 408-206-2224

Email: erica@hopewwc.com

Let’s get started…

• https://www.youtube.com/watch?v=DzUc3Eqzzos

• Extracted on 5/1/15

What happened?

• Power

• Interpretation

• Escalation

• Verbal & nonverbal

• Outcome

• Communication

Agenda

• Introduction

• Group Agreements

• Where to start?

• 3 Steps

• Monday email

• + / -

Agenda

• Introductions – name, location, local, two words what do you think of when you hear the word conflict and resolution.

• Group Agreements – Speaker, Parking Lot, group activity participation, respect.

Conflict is….

• Conflict- a struggle for power, property, etc.• : strong disagreement between people,

groups, etc., that results in often angry argument

• : a difference that prevents agreement : disagreement between ideas, feelings, etc.

Typical words: anger, upset, hurt, frustration, fear, unknown, unappreciated.

Source: http://www.merriam-webster.com/dictionary/conflict - Extracted 5/1/15

Resolution is….

• Resolution- the act of finding an answer or solution to a conflict, problem, etc. : the act of resolving something: an answer or solution to something

• Words: communication, listening, commitment, awareness, compassion, neutrality, relationship….EMPOWERMENT!

• Source: http://www.merriam-webster.com/dictionary/resolution - Extracted 5/1/15

$53.4 billion

• We have $53.4 billion at our finger tips to regain into our industry.

Cost Of Conflict…

• $359 billion • 14.9% Construction • $53.4 billion on conflict• What are the other costs?

Source: http://www.inc.com/graham-winfrey/the-shocking-cost-of-workplace-conflicts.html - Extracted 5/1/15

(http://www.bls.gov/cps/cpsaat18.htm) - Extracted 5/1/15

Conflict Tip:

“Seek first to understand, then to be understood. This principle is the key to effective interpersonal communication.” - Stephen Covey

A few stats…

• 81% experience conflict • 1 out of 4 absence/illness• 2.8 hours per week• 39% productivity casualty of

conflict• 3% personality or culture• Opposing Priorities – lack of

communication

Source: http://www.inc.com/graham-winfrey/the-shocking-cost-of-workplace-conflicts.html - Extracted 5/1/15

$10 # 1 cause….

Types of Conflict

• Interpersonal: 2 people

• Intragroup: within a group

• Intergroup: 2 or more teams w/in organization

Source: www.csupomona.edu

Sources of Conflict

• Social Inequality-different social backgrounds, family of origin, experiences

• Economic Inequity-understanding of complete issue, resources

• Political Autocracy-power to initiate change, understanding knowledge

• Environmental Degradation-environment of occurrence

• Hidden Agenda

• Power

• Emotional Triggers

Negotiation Exercise

• Divide into 2 Groups & 2 observers

• 1 Group Outside

• Line down middle of room

• 3 minutes to negotiate

Class Outcomes

(In class Discussion Notes)

• Team 1:

• Team 2:

• Observers:

Conflict Management: Awareness and control of

Self• Facial Expression• The Way You Look• Body Gestures• Voice• Tone• Pace• Attitude

Awareness of style

• Accommodating

• Avoiding

• Collaborating

• Competing

• Compromising

Awareness of what Can’t Be Managed

• Trust Consensus Attitude

• Caring Dedication Leadership

• Creativity Values Courage

• Curiosity Compassion Passion

• Insight Forgiveness Unity

• Synergy Flow Initiative

• Integrity Collaboration Background

Step 1: Prepare

• Identify parties positions and interest

• Relationship – current and future

• Hunt and gather - information, partners, data, objective criteria

• Expand the pie – friends, family, mentors, internet, coffee shop talk

Step 1: Prepare

• Zone of Opportunity – what do you want? What do you think you can get? What is your walk away.

• BATNA – Best Alternative to a negotiated agreement

• Agreement form

• Time

• Visualize

Step 2: Execute

• Center yourself, know your triggers, know your time outs.

• State objective & goal

• EARS• Empathize-imagine you are the other

person• Ask Questions-more than no or yes• Rephrase-what you heard• Summarize-main issues

Practice Break

• Two Groups• Group 1 – Foreman – needs people to work

weekend both days• Group 2 – Apprentice - • Group 3 – Observers• Common Facts: 10 hour day work week (5

days is current schedule), tight schedule with liquidated damages, recent injury on job caused hospitalization of worker, full employment no one is on the books

• 2 minutes negotiation

Step 2: Execute

• Empathize-imagine you are the other person• It must be frustrating….

• Ask Questions-more than no or yes• Tell me more….

• Rephrase-what you heard

• Summarize-main issues• It sounds like…..is that right?

Step 2: Execute

• Increase clarity with these…• Could it be…..• I wonder if….• Is it possible that…• You appear to be….• Let me see if I understand you; you

said….

Take 2: EARS ++

• Change Partners & Implement EARS• 2 minutes

Step 2: Execute

When to take a step away..

• Argument

• You are extremely upset

• Find yourself judging

• Find yourself answering you own ? Before speaker is done

• Emotional

• Tired

Step 2: ExecuteHow to step away….

• Take a deep breathe

• Restroom

• Postponement

• Check and get back (you need others input)

Step 2: ExecuteHow to step away….

• A walk around the block

• Talk to a friend away from the other person

• Drink of Water

• Self timer

Step 3: Agreement• Repeat back

• Writing/Verbal

• Timeline & Revisit

• Signature

• What if…..you need to revisit.

Think back…..

1st Negotiation Exercise: write down

How did you preplan?

How did you execute to plan?

How did you reach an agreement?

Did you clarify the agreement to ensure it meant the same thing to both parties?

Resolution to Go

• $$$$ 3 Steps

Eleanor Roosevelt

• “One’s philosophy is not best expressed in words, it is expressed in the choices one makes. In the long run, we shape our lives and we shape ourselves. The process never ends until we die. And the choices we make are ultimately our responsibility”

Today we….

• Introductions

• Group Agreements

• Where to start?

• How to resolve

• Next steps – follow up – Monday email

• One more to go…..

Plus/Delta

Sources

• http://www.entrepreneur.com/article/207196Bedford/St. Martin's

• Kenneth Cloke & Joan Goldsmith

• Source: www.csupomona.edu

• Peninsula Conflict Resolution Center

• Book: “Getting To Yes”, written by Roger Fisher and William Ury

• Harvard Negotiation Program – School of Law

Thank You……

• It has been an honor meeting all of you have a safe journey….Erica Paul