conflict & communication

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Post on 18-Jul-2015



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Managing Workplace Conflict


Director, Student Legal & Mediation Services Adjunct Professor, Political ScienceGoals:Learn to think strategically about workplace conflict.

Discover some tools to help manage conflict.

The need:47% of employees decreased their time at work38% of employees decreased their work quality78% said commitment to organization declined

Harvard Business ReviewWasted time

Opportunity cost

Lower motivation

Employee turnover

Restructuring around the problem

Litigation5Our minds view conflict as a threat.6



FreezePrefrontal Cortex

Protect mode to connect modeAdrenaline to oxytocin10When you are in conflictYour brain views it as a threat.

Anxiety & Defensiveness

Difficult to improve

Mediation provides and atmosphere of safety, time to process, removes fight or flight automatic responses, moves towards thinking processes. Fight or flight arent appropriate in a work session. 11Many reasons for conflictGenerationalDivisionalFinancialMarketPersonalityGoalsStrategies for managing conflictFace to face talkingAbout the problemWithout interruptionLong enoughTo find a solutionDana Mediation Institute. Managing Workplace ConflictStrategies for managing conflictCommit: We will stay with the process.

Commit: We will not impose one-sided solutionsDana Mediation Institute. Managing Workplace ConflictRequires us to choose to work toward a solutiona behavioral choice. Allows us to try to break fight/flight/freeze emotions.14Success storiesUSPS: 90% satisfactionToro: Costs decreased from $47,200 to $20,250Georgia-Pacific: saved $42,000,000 in 10 yearsHandling ConflictPositions vs. InterestsPosition: What do you want?Interest: Why do you want it?

Try to separate the person from the problem.16Handling ConflictUse Active ListeningNo interruptionsDemonstrate listeningGive feedbackask questions until you understandDefer judgmentImproves communication; reflect back what was said to you. Makes up for differences in perceptions, biases, definitions, factual lapses. Restate what the speaker said to you. 17Handling ConflictWhat is your procedure?Mediation? Other internal procedure?Allows movement to rational part of brain; move from conflict to cooperation. Not me against you, but us against the problem.18Gene Roberts, Esq.Sam Houston State UniversityStudent Legal & Mediation ServicesBox 2191Huntsville, Texas 77340

936. 294.1717