Chief Officer Training Curriculum
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Transcript of Chief Officer Training Curriculum
United States Fire Administration
Chief Officer Training Chief Officer Training CurriculumCurriculum
Human Resource Human Resource DevelopmentDevelopment
Module 5: Managing Module 5: Managing Workforce ConflictWorkforce Conflict
HRD 5-2
United States Fire Administration
ObjectivesObjectives
Articulate sources of interpersonal Articulate sources of interpersonal conflict within the workplaceconflict within the workplace
Compare and contrast interest-Compare and contrast interest-based and position-based based and position-based negotiationnegotiation
Apply basic mediation skills that Apply basic mediation skills that result in a “win-win” solutionresult in a “win-win” solution
HRD 5-3
United States Fire Administration
ObjectivesObjectives(continued)(continued)
Identify sources of conflict in Identify sources of conflict in labor/management relationshipslabor/management relationships
Analyze and resolve conflict-based Analyze and resolve conflict-based scenariosscenarios
HRD 5-4
United States Fire Administration
Change in PerspectiveChange in Perspective
You now look at everyday tasks, You now look at everyday tasks, activities, and issues from a different activities, and issues from a different perspective. perspective.
HRD 5-5
United States Fire Administration
Relationship RequirementsRelationship Requirements
CommitmentCommitment A relationship based on trustA relationship based on trust A work environment that is A work environment that is
collaborative and absent of power-collaborative and absent of power-sharing concernssharing concerns
HRD 5-6
United States Fire Administration
Relationship RequirementsRelationship Requirements(continued)(continued)
Labor and management to work Labor and management to work together to build organizational together to build organizational policies and training requirementspolicies and training requirements
Frequent, substantial, thorough, Frequent, substantial, thorough, and multidirectional and multidirectional communicationcommunication
HRD 5-7
United States Fire Administration
Relationship Maintenance TipsRelationship Maintenance Tips
Do not let Do not let relationships relationships deteriorate deteriorate
Anticipate and Anticipate and prepare for conflict prepare for conflict
Consider possible Consider possible outcomes of outcomes of decisions before decisions before implementationimplementation
Eliminate the Eliminate the perception of secrecyperception of secrecy
HRD 5-8
United States Fire Administration
Relationship ErosionRelationship Erosion
Erosion in labor/management Erosion in labor/management relationships does not happen relationships does not happen overnightovernight
Once eroded, it takes a long period of Once eroded, it takes a long period of time to rebuildtime to rebuild
HRD 5-9
United States Fire Administration
Arbitration and LitigationArbitration and Litigation
Both can be expensiveBoth can be expensive Decisions are finalDecisions are final Time consumingTime consuming Creates a volatile work atmosphereCreates a volatile work atmosphere Produces resolutions that might be Produces resolutions that might be
unsatisfactory to one or both unsatisfactory to one or both partiesparties
Can substantially injure the Can substantially injure the labor/management relationship labor/management relationship even furthereven further
HRD 5-10
United States Fire Administration
Activity 5.1: Activity 5.1: Labor and Labor and Management IssuesManagement Issues
Time:Time:Total time – 25 minutesTotal time – 25 minutesDiscussion time – 15 minutesDiscussion time – 15 minutes
Purpose:Purpose:
To help students identify sources of To help students identify sources of conflict in labor/management conflict in labor/management relationships.relationships.
HRD 5-11
United States Fire Administration
Activity 5.2: Personnel Activity 5.2: Personnel Problems Problems Sources of ConflictSources of Conflict
Time:Time:Total time – 30 minutesTotal time – 30 minutesDiscussion time – 20 minutesDiscussion time – 20 minutes
Purpose:Purpose:
To identify sources and solutions of To identify sources and solutions of interpersonal conflict within the interpersonal conflict within the workplace.workplace.
HRD 5-12
United States Fire Administration
Interest- versus Position-Based Interest- versus Position-Based NegotiationsNegotiations
Position-based negotiation is based Position-based negotiation is based on WHAT people want; interest-on WHAT people want; interest-based negotiation deals with WHY based negotiation deals with WHY they want it. they want it.
HRD 5-13
United States Fire Administration
Position-Based NegotiationsPosition-Based Negotiations
Position-based negotiation can work Position-based negotiation can work well for bargaining over something well for bargaining over something that is easily divided, like money. that is easily divided, like money.
HRD 5-14
United States Fire Administration
Position-Based Negotiation Position-Based Negotiation (continued)(continued)
Is not the preferred method for Is not the preferred method for personnel conflicts.personnel conflicts.
HRD 5-15
United States Fire Administration
Interest-Based NegotiationInterest-Based Negotiation
Focuses on the parties’ interests Focuses on the parties’ interests instead of positions and can result in instead of positions and can result in mutual gain. mutual gain.
HRD 5-16
United States Fire Administration
Activity 5.3: Activity 5.3: Position- and Position- and Interest-Based NegotiationInterest-Based Negotiation
Time:Time: Total time – 50 minutesTotal time – 50 minutes Discussion time – 10 minutesDiscussion time – 10 minutes
Purpose:Purpose: To compare and contrast position To compare and contrast position
and interest-based negotiation and interest-based negotiation methodsmethods
Practice negotiation techniquesPractice negotiation techniques
HRD 5-17
United States Fire Administration
MediationMediation
Use mediation for conflicts Use mediation for conflicts involving two or more individuals involving two or more individuals who have lost the ability to who have lost the ability to communicate or reach an communicate or reach an agreementagreement
Do not use mediation for low-level Do not use mediation for low-level disputes, victimization, or violation disputes, victimization, or violation of department policiesof department policies
HRD 5-18
United States Fire Administration
Mediation Model StepsMediation Model Steps
1: State purpose and ground rules1: State purpose and ground rules2: Tell story in turn2: Tell story in turn3: List the issues3: List the issues4: Sort issues4: Sort issues5: Generate solutions5: Generate solutions6: Prioritize solutions6: Prioritize solutions7: Select solution7: Select solution8: Close and follow through8: Close and follow through
HRD 5-19
United States Fire Administration
Activity 5.4: Activity 5.4: Mediation Role Mediation Role PlayPlay
Time:Time: Total time – 30 minutesTotal time – 30 minutes Discussion time – 10 minutesDiscussion time – 10 minutes
Purpose:Purpose: To gain experience in negotiation To gain experience in negotiation
and mediationand mediation To apply basic mediation skills that To apply basic mediation skills that
result in a “win-win” solutionresult in a “win-win” solution
HRD 5-20
United States Fire Administration
SummarySummary
We learnedWe learned Conflict resolution skills Conflict resolution skills A chief officer has a different perspective A chief officer has a different perspective
than the labor force and issues sometimes than the labor force and issues sometimes resultresult
To identify and resolve interpersonal To identify and resolve interpersonal conflict within the workplace conflict within the workplace
When to use position and interest-based When to use position and interest-based negotiations negotiations
How and when to use the mediation model How and when to use the mediation model to resolve conflict with winning solutionsto resolve conflict with winning solutions