DE-ESCALATING WORKPLACE CONFLICT Experience the Ripple Effect of Positive Change

WHAT IS WORKPLACE CONFLICT?

WHAT CAUSES US TO GET INTO CONFLICT?

COMMON CAUSES OF WORKPLACE CONFLICT

HOW MUCH CONFLICT EXISTS IN THE WORKPLACE?

THE HUMAN COST OF WORKPLACE CONFLICT

When conflicts are not addressed effectively, emotions can run high and individuals suffer. The impact of this is more difficult to calculate but no less serious, particularly on staff engagement levels.

THE FINANCIAL COST OF WORKPLACE CONFLICT

THE FINANCIAL COST OF WORKPLACE CONFLICT

BENEFITS OF WORKPLACE CONFLICT

INCREASED UNDERSTANDING OF OTHERS

INCREASED TRUST

IMPROVED WORKING RELATIONSHIPS

BETTER SOLUTIONS TO PROBLEM-SOLVING

IMPROVED TEAM PERFORMANCE

INCREASED MOTIVATION

WHO IS RESPONSIBLE FOR MANAGING WORKPLACE CONFLICT?

EXECUTIVE LEADERSHIP

WHO IS RESPONSIBLE FOR MANAGING WORKPLACE CONFLICT?

FRONT LINE EMPLOYEES MANAGERS

HUMAN RESOURCES LEADERSHIP

WHAT IS HAPPENING IN THE BRAIN DURING CONFLICT

FRONTAL

LOBE

AMYGDALA

Prefrontal Cortex Executive center of the brain Logic, reason, analysis

Amygdala Hijack: Fight or Flight Mediated by adrenaline Engaged amygdala

Hypothalamus: Tend & Befriend Mediated by oxytocin Engaged hypothalamus

HYPOTHALAMUS

COMMON AMYGDALA TRIGGERS

Not being respected

Being treated unfairly

Being unappreciated

Not being listened to

Being held to unrealistic expectations

Having your identity challenged

PREVENTING AN AMYGDALA HIJACK

Self-Observation is the ability to view yourself from a third-party perspective. This process involves detaching emotionally from your own actions so that you can observe your emotions and actions independent of each other.

Go to the Balcony

PREVENTING AN AMYGDALA HIJACK

Self-Awareness is the ability to be aware of our internal states. When we are self-aware, we are able to act from choice rather than impulse.

Know what gets you triggered!

Cultivate Self-Awareness

PREVENTING AN AMYGDALA HIJACK

Self-regulation is the ability to manage our internal state. Self-regulation relies on the interaction between the prefrontal cortex and the limbic center — the circuitry around the amygdala.

Tips for self-regulating … Observe you physical state Name the emotion

Identify the trigger

Self-Regulate

PREVENTING AN AMYGDALA HIJACK

As we strengthen our ability to remain self-aware, we are able separate the problem from the person. We can make decisions from our prefrontal cortex. We can maintain a higher degree of control over our emotions and our actions.

Separate the Problem From the Person

HOW TO COME BACK FROM AN AMYGDALA HIJACK

In the moment self-care … Breathe Write Get curious Label feelings Think positive Change locations

Tactics to Re-engage the Prefrontal Cortex

DE-ESCALATING CONFLICT WITH OTHERS

Listen without judgment

Exercise curiosity

Ask open-ended questions

Don’t make assumptions about what the other person is thinking

Acknowledge the other person’s needs and feelings

Clarify and emphasize agreements

State your interests instead of your positions

CREATE AN ENVIRONMENT TO FOSTER EMPATHETIC LISTENING

Barriers to collaboration Collaborative workspace

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BECOME A BETTER CONFLICT RESOLVER

Seek On-going Opportunities for Learning and Growth

BECOME A BETTER CONFLICT RESOLVER

Conflict Management: Requirements for Success

1-Day Training

Nov. 10, 9am to 4pm

Attendees will learn:

The most common ways of responding to conflicts When each response style is the most appropriate The skills to manage in-the-moment-conflict The skills to prepare for high-conflict conversations

Register Online www.RobynShort.com/classes

Questions?