Download - Conflict & Communication
CONFLICT &
COMMUNICATION
Gene Roberts
Director, Student Legal & Mediation Services
Adjunct Professor, Political Science
Learn to think strategically about
workplace conflict.
Discover some tools to help manage
conflict.
47% of employees decreased their time
at work
38% of employees decreased their work
quality
78% said commitment to organization
declined
Harvard Business Review
Amygdalae
Fight
Flight
Free
ze
Prefrontal
Cortex
When you are in conflict
Your brain views
it as a threat.
Anxiety &
Defensiveness
Difficult to
improve
Generational
Divisional
Financial
Market
Personality
Goals
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
Positions vs. Interests
Position: What do you want?
Interest: Why do you want it?
Use Active Listening
No interruptions
Demonstrate listening
Give feedback—ask questions until you
understand
Defer judgment
What is your procedure?
Mediation? Other internal procedure?
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
