Conflict Resolution

1. Conflict Resolution Mark Wool December 3, 2012

2. Overview

3. Sources of Conflict

4. Sources of Conflict • Personal Differences • Values, ethics, personalities, temperament, age, gender, education, social and economic status, cultural background, health, religion, political beliefs, etc. • Clash of Ideas, Choices or Actions • Incompatible goals, in direct competition, different work styles • Poor Communication • Listening to gossip • Not actively listening • E-mail !!

5. Preventing Conflict

6. Preventing Conflict • Respect differences • Generations, gender, cultural background, temperament, religion, political beliefs, etc. • Embrace our diversity! • Treat others as you’d like to be treated • Be professional, courteous, respectful, tolerant • If someone treats you disrespectfully, tell them you do not appreciate it • DO NOT retaliate with inappropriate behavior or comments • Keep negative opinions to yourself • If you must vent, do so outside the workplace • Keep your distance • Respect boundaries

7. Resolving Conflict

8. Resolving ConflictSometimes it Cannot be Avoided • Address the issue early • The longer you let it fester, the more time you waste • Don’t let the issue spiral out of control, thus creating other problems • Address the issue privately • Do not bring the issue up in front of co-workers or peers • Try to resolve on-on-one before taking it to others, including management • Expect discomfort • Be specific & objective • Avoid generalizing • Avoid words like “always,” “ever,” or “never.” • Stick to the subject and don’t revive past issues

9. Resolving Conflict • Focus on the outcome • Keep the spotlight on finding solutions • “In order to reach goal X, I think we need to do Y.” • Be open • Establishes atmosphere of mutual respect and cooperation • Actively Listen • Ideas other than your own may solve the conflict • Respond constructively • Let the others know you value their opinion • Avoid criticizing, ridiculing, dismissing, diverting, or rejecting • Know your triggers • Maintain a sense of humor

10. Resolving Conflict • Learn to compromise • Look for ways to meet in the middle • Don’t attempt conflict resolution when tempers are flaring • Agree to take a break and come back to the issue later • Don’t write e-mails while angry; put in the draft folder for the night • Know when to retreat • The process will not always work • Others may not possess the necessary conflict resolutions skills • Practice forgiveness • Its OK to be angry, but its important to process it and move on • It is healthier to let go of negative emotions like stress and anger • You can’t maintain a healthy professional relationship otherwise

11. Mutual Conflict Resolution

12. Mutual Conflict Resolution

13. Mutual Conflict Resolution

14. Summary • Know sources of conflict • Learn how to prevent conflict in the first place • Resolve your conflicts before they fester • Practice steps to mutual conflict resolution

15. Resources • WFO TAE EEO-Diversity Intranet Training Page http://ls1-tae/SDM/doku.php?id=operations:program_areas:eeo_diversity:training • NOAA Workforce Management’s Brochures • Past & Future Webinars • Recommended LMS Courses

16. Questions?