CONFLICT &
COMMUNICATION
Gene Roberts
Director, Student Legal & Mediation Services
Adjunct Professor, Political Science
47% of employees decreased their time
at work
38% of employees decreased their work
quality
78% said commitment to organization
declined
Harvard Business Review
When you are in conflict
Your brain views
it as a threat.
Anxiety &
Defensiveness
Difficult to
improve
Face to face talking
About the problem
Without interruption
Long enough
To find a solution
Dana Mediation Institute.
Managing Workplace Conflict
Commit: We will stay with the process.
Commit: We will not impose one-sided
solutions
Dana Mediation Institute.
Managing Workplace Conflict
USPS: 90% satisfaction
Toro: Costs decreased from $47,200 to
$20,250
Georgia-Pacific: saved $42,000,000 in
10 years
Use Active Listening
No interruptions
Demonstrate listening
Give feedback—ask questions until you
understand
Defer judgment
Gene Roberts, Esq.
Sam Houston State University
Student Legal & Mediation Services
Box 2191
Huntsville, Texas 77340
936. 294.1717
[email protected] bearkatlaw.com
linkedin.com/in/robertsgene @GeneRoberts