Coaching & Conflict Resolution

Coaching & Conflict Resolution Amanda Jane Borowski , SPHR Vice President, All About People

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Our Collective Responsibilityto Management and the Workforce is to: • Increase productivity • Increase capability • Increase morale & commitment • Keep the right talent

Good Communication is the backbone and foundation of any successful and healthy organization, from business updates, generous acknowledgements and for Managers on all levels to be willing to have the tough conversations.

Areas that are Impacted Positively by Coaching and Conflict Resolution Employee relations with management Co-worker relationship Team relations Inter-department relations External organizational relationships – partnerships, vendors

“Prevention is better than cure.” Desiderius Eramus Philosopher 1466 – 1536

The Power of PreventionPossible Causes of Problems that are within Our Power to Prevent • Lack of training • Lack of trust in management • Lack of fair treatment • Employee hired into the wrong jobs • Lack of resources • Office politics • Lack of performance feedback • Gossip – a form of workplace violence • Bullying – this is often the Elephant in the room

“ The true success of a leader can be measured by the success of the people that work for them.” Whitedove Books

What Skills/Characteristics can we Develop as Managers so we can be Successful at Coaching and Conflict Resolution? Create a benefit of the doubt philosophy (also called the Not Jumping to Conclusions philosophy!) Willingness to handle the situation in real time with research

Desired Characteristics Be part of cultivating a respectful corporate culture Truly believe in our employees

Desired Characteristics Cultivate the art of asking open-ended questions Increase patience to allow solutions to unfold

Desired Characteristics • Active listening skills • Willingness to personally identify with the employee

Desired Characteristics • Flexibility to use different styles for different people • Create an environment that turns mistakes into learning

Desired Characteristics And finally and probably most important.... • Awareness of the personal perceptions we bring to the coaching session.

The Goal of Coaching/Conflict Resolution is to help Employees Improve Productivity So even if you are an excellent Coach, always ask yourself: Am I the right person to coach this particular employee at this particular time?

Areas of Particular Sensitivity It is very important that the following events be handled with extreme sensitivity as they can be potential trigger events for emotionally charged employees: Unfavorable work performance evaluation Lay-off or other termination Being passed over for an anticipated (even if not accurate expectation) promotion

Keys to Successful Coaching/Conflict Resolution Don’t Assume Use Relevant Examples Be Approachable Give Your Full Focus Be Supportive & Encouraging SET CLEAR GOALS...

Pitfalls to Successful Coaching/Conflict Resolution Hidden Agendas Procrastination Inauthenticity Failure to Set Expectations Taking Things too Personally Criticizing the Person(s)

Productive Conflict Conflict is not something that can be avoided and in many ways, is welcome in a healthy team... it leads to creative exchange of ideas, problem solving and process improvements.

Causes of Unproductive Conflict Ambiguous job descriptions Environment of competition rather than collaboration

Causes of Unproductive Conflict Unprofessional behaviors such as gossip, cliques and bullying Managers that play favorites

Causes of Unproductive Conflict Genuine misunderstanding and miscommunications Differing interpretations Lack of emotional control

Behaviors to Watch for…. Ours and Theirs People get defensive when they feel attacked Keep in mind that doesn’t mean you are attacking them, it is their perception

Behaviors to Watch for…. Ours and Theirs Arguing However, being allowed to vent and voice our frustration is often a major step forward

Behaviors to Watch for…. Ours and Theirs Getting emotional Being calm is the key

Conflict Resolution Choosing the best steps - Relationship vs. Task Ignoring– Relationship and task are not important Usually the problem does not go away but can buy time Smoothing Over –Relationship is important, task is not Designed to keep the peace, only good for minor issues Forcing –Task is important, relationship is not Solves immediate issues but hard feeling & issues can arise Compromise -Relationship and task are both important Both sides give up something & works if both consider fair Win-Win - When both relationships are very important Requires open discussion, time & solves the real issue

Signs of Improvement • More relaxed conversations and interactions • Increased focus and productivity • More dialog on any new issues • Commitments to the solutions are kept • Gossip is reduced • More inclusive language • Increased cooperation

Coaching/Conflict Resolution Can Only Go So Far…. • Know when the issue is beyond our scope • Referral to Employee Assistance Programs • Referrals to state programs • Exposure to Community Programs

“Leadership is communicating to people their worth and potential so clearly that they come to see it in themselves.” Stephen Covey

Coaching & Conflict Resolution