How Employee Frustration Generates Office Conflicts?

Brussels, 10/01/2013

Nora Femenia, Ph. D.Creative Conflict Resolutions, Inc.

http://creativeconflicts.com

About The Author

• Ph.D. Syracuse University, Maxwell School of Citizenship and Public Affairs.• Teaches Conflict Resolution courses at Florida International University’s Labor Center, in Miami, FL.• Consulted for the World Bank, Inter-American Development Bank and other entities installing conflict resolution systems for organizations.

• Owner of Creative Conflict Resolutions Inc. where she offers coaching on conflict resolution at the institutional and personal level.

GETTING TO THE HEART OF OFFICE CONFLICTS

• A combined theory of management with a psychology touch

• Based on human needs satisfaction

• And self esteem theories

• Proposing an empathy-based leadership

Human Needs Graphic

Significance Need

• Human needs promote search of meaning

• We have a need of being valued and recognized socially

• Workers need appreciation and salaries

• LACK of appreciation destroys group morale

• What’s the leader’s role in keeping his team’s self esteem?

Emotions and Behaviors

Frustration and anger Direct aggression;Passive aggression;Excessive competitive streak

Isolation;Reduced self esteem

Direct aggression or withdrawal;Personal attacks on others;

HumiliationFeeling Not valued

Project Sabotage Gossip and Revenge

Exercise

• Turn to your next neighbor, or the person at right;

• Ask: “What kind of office wars have you been watching, or been part of”?

• How did it end?

• Now, reverse roles.

The Hidden Costs of Conflict

At personal level:• Stress• Career anxiety• Psychosomatic illness

At the Company level:• Revenue drain• High employee rotation• Elevated absenteeism• Low quality of team results• Projects sabotaged or postponed• Client satisfaction decreases

Conflict Resolution Skills

• Reflective Listening Technique: (Invite other to share with you what’s bothering him/her)

• Acknowledge Responses: Sure…; I see….; yes….

• Reflecting content: Sandy’s lateness is causing you some difficulties

• Reflecting Feelings: You are feeling disappointed with Sandy

• Reflecting meanings: (feelings and content): You feel upset when Sandy comes late for work, because it is not what she promised to you

• Summarizing: You are having difficulties with Sandy’s consistently arriving late for work, and will need to make a decision soon.

What are the solutions?

• Managerial Mediation• Managerial Conflict Coaching• Ombudsman• Ad-Hoc Conflict Resolution System• Online Dispute Resolution system installed• Consensus-based whole system

reorganization.

What are the results? Effective Work Teams

• Have clear Goals

• Have a “Results-driven” structure

• Keep a collaborative climate

• With shared high standards

• Receive support and recognition

• Develop principled leadership

• PEOPLE WANT TO WORK HERE!

Conflict Resources

• The Thomas-Kilmann Conflict Mode Instrument:

“Identify your Conflict Management Style”

Conflict Styles Test

• The Dana Survey of Conflict Management Strategies :

"Uncovering how conflict is managed in your organization”

Survey of Conflict Strategies

Solutions to Workplace conflicts“MANAGE PASSIVE AGGRESSION IN THE WORKPLACE.”

Nora Femenia, Ph.D.Creative Conflict Resolutions, Inc.2805 E. Oakland Park Blvd., # 430

Fort Lauderdale, FL, 33306(1) 954 607 2183

Skype: norafem