Common Module

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PERSONALITY, ETHICS AND VALUESMT Trainer: Edgar B. Salanio, MPSDM, MLS

Personality - the whole of our personal characteristics, the group of behavioral and emotionaltendencies that make up you.

It is the deeply fixed, consistent, distinctive, and characteristics patterns of our thoughts, feelings

and behaviors that define a persons own style of interacting with the physical and socialenvironment.

It is the tendency to behave in a certain way under different circumstance and across time.

It is shown in many ways through behavior, thoughts and feelings.

PERSONALITY TRAITS:Anger is temporaryHostility accumulated angerWorry dwelling on somethingAnxiety brought on by worryFear a stronger emotion

SOURCES OF PERSONALITY DIFFERENCES:

Heredity research on the nature-nurture controversy, indicates that about 50% of thevariance in personality is inherited, thus setting limits on development.

Environment Shapes at least 50% of personality?o Cultureo Familyo Group Membershipo Life Experiences

Personality Structure:The Big Five Personality Factors

1. Adjustment

2. Sociability3. Conscientiousness4. Agreeableness5. Intellectual Openness

TYPE OF PERSONALITYType AInsecurity of status lack of self esteem, needs to prove self.

Hyper-aggressiveness excessive aggression marked by ruthless, driving self desire to prevailand to dominate.

Sense of time urgency comes from the desire to accomplish too much in a short time; they cope

by speeding up all activities and try to do more than one things at a time.

The drive to self destruction yearn for the approval of others but secretly castigate and criticizethemselves; always magnify even minor errors and demand of themselves.

Free Floating Hostility is a permanent, deep-seated anger that hovers quietly until some trivialincident causes it to rapture to the surface in a burst of hostility.

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Type A Personality is

Hard-driving

Must finish tasks

Never late for appointments

Highly Competitive

Tends to interrupt others

Always in a hurry

Uneasy when waiting Eats, Walks fast

Sets own deadlines; self motivated

Goal-oriented

Type B

Easy Going

Can leave tasks

Late for appointments

Cooperative

Listens well

Not hurried

Content to wait

Does things slowly

Tends to not set deadlines

Methodical

Type C

Polite

Apologetic

Serious

Overly Cooperative

Overly Nice

Painfully sensitive

Passive

SKILLS TO BOOST THE IMMUNE RESPONSE

1. Hardiness:a. Commitment in what ways or situations are you hesitant?b. Control Do you feel you have influence over life circumstances? Do you feel

powerless to events taking place around you?c. Challenge when faced with a difficult situation, do you view the problem as a

threat or challenge?2. Congruence and ACE factor

a. Attend paying attention and being aware of our symptoms, sensations andemotions, can move us to the next stage of connect.

b. Connect what we have always known on some level finally hits home.c. Express communicating to self and others.

3. Capacity to confidea. Are you willing to share your deepest thoughts and feelings?

4. Passive/Assertive/Aggressive5. Self Complexity

a. How many selves do you have?

DEFENSE MECHANISM

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Ego (Inner Self) According to Freud, this is a part of personality that mediates the demands ofthe id, the superego and reality.

Defense Mechanism (Freuds Psychoanalytic Theory) is a tactic developed by the ego to protectagainst anxiety. Defense mechanisms are thought to safeguard the mind against feelings andthoughts that are too difficult for the conscious mind to cope with. Defense mechanisms arethought to keep inappropriate or unwanted thoughts and impulses from entering the consciousmind.

- Reduces or redirect anxiety by distorting reality.

Anxiety is an unpleasant inner state that people seek to avoid. Anxiety acts as a signal to theego that things are not going right.

TYPES OF ANXIETY:Reality Anxiety is fear of real-world events. The cause of this anxiety is usually easily identified.For example, a person might fear receiving a dog bite when they are near a menacing dog. Themost common way of reducing this anxiety is to avoid the threatening object.Moral Anxiety involves a fear of violating our own moral principles.

KINDS OF DEFENSE MECHANISM1. Denial (Best Known) used often to describe those who seem unable to face reality or

admit an obvious truth. Denial is an outright refusal to admit or recognize that somethinghas occurred or is currently occurring.

2. Repression (Well-Known) acts to keep information out of conscious awareness. However,these memories dont just disappear; they continue to influence our behavior.

3. Displacement involves taking out our frustrations, feelings, and impulses on people orobjects that are less threatening.

4. Sublimation that allows us to act out unacceptable impulses by converting thesebehaviors into a more acceptable form. Freud believed that sublimation was a sign ofmaturity that allows people to function normally in socially acceptable ways.

5. Projection that involves taking our own unacceptable qualities or feelings and ascribingthem to other people.

6. Intellectualization works to reduce anxiety by thinking about events in a cold, clinicalway. This defense mechanism allows us to avoid thinking about the stressful, emotionalaspect of the situation and focus only on the intellectual component.

7. Rationalization is a defense mechanism that involves explaining an unacceptablebehavior or feeling in a rational or logical manner, avoiding the true explanation for thebehavior. Rationalization not only prevents anxiety, it may also protect self-esteem.

8. Regression (Anna Freud) suggesting that people act out behaviors from the stage ofpsychosexual development in which they are fixated.

9. Reaction Formation reduces anxiety by taking up the opposite feeling, impulse orbehavior. According to Freud, they are using reaction formation as a defense mechanismto hide their true feelings by behaving in the exact opposite manner.

PERSONALITY DEVELOPMENT

DESIGNING YOUR OWN PERSONALITY Be Honest With Your Current Traits

How would you describe yourself right now? Its important that you are honest with your current traits so you can decide what

you want to change.

You may be happy and positive some of the time, but you should be aware of thetraits you arent so proud of as well as the ones that you are.

Honestself-assessment is key to this step of the process. Define the Qualities You Want to Have

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It is important you pick qualities that you want to have, rather than qualities youthink people want you to have.

It is important that you do not go overboard on this part of the process and picktons of qualities that you desire.

Visualise Yourself for 21 Days with These Qualities You need to visualise yourself being how you want to be in terms of the end result,

not the process. Your visualisations need to be as real as possible - notice smells, colours, small

details and sounds from your imagined environment.

However, it is scientifically proven that our nervous system cannot tell thedifference between a real event and one that is vividly imagined. The 21 days thatyou will do this process for is enough time for new connections and pathways toform in your brain, thus imprinting your desired result - sort of like a habitual auto-response.

Act as If They Are Present

In everyday life see if you can act as if your desired qualities are already present. Ifyou want to be positive then be positive, if you wish to be honest then startimplementing that in your life. This will get much, much easier as you get closer tothe end of the 21 day challenge and this starts to become habitual.

PROFESSIONALISMIs define as The ability to do something with great skill.

It is a choice.SIX BASIC PROFESSIONAL TRAITS

RELIABILITY AND RESPONSIBILITY Can be depended upon to do his/her duty. Follows through on task that he/she agreed to perform. Arrives on time to perform his/her task.

HONESTY AND INTEGRITY Adheres to professional and/or ethical standards. Is honest Corrects errors.

MATURITY Behaves respectfully. Accepts blame for failures. Critical during times of stress.

RESPECT Maintains confidentiality. Demonstrate empathetic behaviour. Sensitive to immediate physical and emotional needs, and is considerate and addresses

situation appropriately.CRITIQUE

Accepts criticisms. Looks at self objectively. Takes steps to correct shortcomings. Reacts to criticisms positively.

COMMUNICATION SKILLS Listens well

Engages in blocking behaviours: Hostile, derogatory, sarcastic, loud or disruptivedistraction, verbal and/or non verbal cues of nonparticipation.

Effectively identifies emotional concerns. Uses language appropriate to circumstances.

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6 WAYS TO CRAFT TRAITS FOR PROFESSIONAL PEOPLE

ATTITUDE - Leave yesterday there....its not going to help you today!.....

ADVANCED COMMUNICATION SKILLS - Two ears, one mouth.....

SUPERIOR SKILL SETS - Practice, drill and rehearse your skills.

ONGOING EDUCATION - Reading everything that can get your hands on about theprofession cultivates long term relationship with the clients.

VISION - a true professional knows all of their percentages, and know what they need to do

to get better in each to attain their goals for the next month. Youve got to know whereyoure going and whats going on.

MENTORING - By a teaching a skill, the professional will eventually become betterthemselves.

4 QUALITIES THAT WILL BRING OUT PROFESSIONAL TRAITS Communication knowledge and skills

Employers perceived general communication skills to be a major requirement,particularly listening skills.

Communication skills overall Listening skills Written communication skills Public speaking and presentation skills

Reading skills Foreign language skills

Technical knowledge and skills Employers perceived technical (computer, scientific, and math related) skills to be

important to graduates jobs. The most important was overall technical knowledge. Overall technical knowledge Ability to apply mathematical skills Ability to apply scientific principles Overall knowledge of computer application Basic computer skills Technical computer skills

Workplace knowledge and skills Workplace skills are defined as skills and abilities that connects you to the world of

work. Employers perceived these workplace skills to be important professional jobs,with the highest ratings on areas concerned with problem solving. Using knowledge to solve problem overall Planning projects Defining problem Solving problem Thinking creatively Conceptual ability overall Understanding how organizational system interact Bringing information and ideas together from different areas Leadership and management skills Previous work, volunteer, internship experiences

Educational preparation

Employers perceived that educational preparation is important to professional jobs. Refresher course Relevant course work Bachelor Masteral Doctorate

VALUES Values are those things that really matter to each of us ... the ideas and beliefs we hold as

special. Caring for others, for example, is a value; so is the freedom to express ouropinions.

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Most of us learned our values - or morals, if you prefer - at home, at church or synagogue,at school.

Too often young people today are most influenced by what they see and hear on televisionor on the street.

Why values are important in the workplace?

A corporate value is an abstract concept that a corporation is willing to embrace at theexpense of corporate comfort.

Corporations set their values with the expectation that their leaders will model the valuesand their employees with buy into the value system and use the values as a vehicle totravel towards the company's mission and vision.

Essentially the corporation's values are its very foundation.

TOP 10 VALUES IN THE WORKPLACE1. Strong Work Ethic

Employers value employees who understand and possess a willingness towork hard. This means learning the most efficient way to complete tasks and findingways to save time while completing daily assignments. Doing more than is expected on the job is a good way to showmanagement that you utilize good time management skills and dont wastevaluable company time attending to personal issues not related to the job.

2. Dependable and Responsible Employers value employees who come to work on time, are there when they

are suppose to be, and are responsible for their actions and behavior.

Being dependable and responsible as an employee shows your employerthat you value your job and that you are responsible in keeping up withprojects and keeping them informed of the things that they should knowabout.

3. Possessing a Positive Attitude A positive attitude gets the work done and motivates others to do the same

without dwelling on the challenges that inevitably come up in any job. A positive attitude is something that is most valued by supervisors and co-

workers and that also makes the job more pleasant and fun to go to eachday.

4. Adaptability Employers seek employees who are adaptable and maintain flexibility in

completing tasks in an ever changing workplace. Being open to change and improvements provides an opportunity to

complete work assignments in a more efficient manner while offeringadditional benefits to the corporation, the customer, and even the employee.

Adaptability also means adapting to the personality and work habits of co-workers and supervisors.

5. Honesty and Integrity Employers value employees who maintain a sense of honesty and integrity

above all else. When working for an employer they want to know that they can trust what

you say and what you do.6. Self Motivated

Employers look for employees who require little supervision and direction toget the work done in a timely and professional manner.

Working in a supportive work environment and taking the initiative to beself-directive will provide employees with a better sense of accomplishmentand increased self-esteem.

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7. Motivated to Grow & Learn In an everchanging workplace, employers seek employees who are

interested in keeping up with new developments and knowledge in the field. Learning new skills, techniques, methods, and/or theories through

professional development helps keep the organization at the top of its fieldand makes the employee's job more interesting and exciting.

Keeping up with current changes in the field is vital for success andincreased job security.

8. Strong Self Confidence Self-confident people have faith in themselves and their abilities which is

manifested in their positive attitude and outlook on life. Self-confidence has been recognized as the key ingredient between

someone who is successful and someone who is not.9. Professionalism

Professional behavior includes learning every aspect of a job and doing it tothe best of ones ability.

Professionals complete projects as soon as possible and avoid lettinguncompleted projects pile up.

Professionals complete high quality work and are detail oriented. Professionals are enthusiastic about their work and optimistic about the

organization and its future.10. Loyalty

Employers value employees they can trust and who exhibit their loyalty tothe company.

Creating an organization that values loyalty within the organization can alsowork to its benefit by using the same techniques and strategies to establishloyalty with customers; and loyalty from customers ultimately makes for asuccessful business.

PROFESSIONAL TRAITS AND ATTITUDESInformation on professional traits, work attitudes, and professional development was gatheredthrough nineteen items. Employers perceived that these traits and attitudes were fairly importantto professional jobs. Those rated the highest in importance were conducting work activities in anethical manner, work attitudes and skills overall, understanding and carrying out assignments and

attitude toward work.

CHECKLIST1. Professionalism2. Resourcefulness3. Self-confidence4. Conducting work activities in an ethical manner5. Professional development6. Willingness to accept new responsibilities7. Ability to learn independently8. Ability to grow on the job9. Work attitudes and skills overall10. Attitude toward work

11. Ability to adjust to new job demands12. Working under pressure13. Making decisions under pressure14. Ability to work independently15. Understanding and carrying out assignment16. Ability to work with persons from diverse ethnic and cultural background17. Being dependable and punctual18. Ability to work in teams

PROFESSIONAL VALUES AND PRACTICE

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Professionals must understand and uphold the professional code of ethics by demonstrating all ofthe following:

High expectations of all people, respect their social, cultural, linguistic, religious and ethnicbackgrounds, and are committed to raising their professional achievement.

Treat people consistently with respect and consideration, and are concerned for generaldevelopment.

Demonstrate and promote positive values, attitudes and behavior that they expect from

others. Communicate sensitively and effectively, recognizing their rights, responsibilities and

interests.

Contribute and share responsibly in the corporate life

Understand the professional contributes

Improve the professionalism by evaluating it, learning from the effective practice of othersand from evidence, motivate and able to take increasing responsibility for professionaldevelopment.

Aware of and work within the statutory frameworks relating to responsibilities.ETHICS

Is one of the five major branches ofphilosophywhich attempts to distinguish that which isright from that which is wrong.

Ethics differs from morality in that morality allows more leeway for individual interpretation

whereas ethics tend to be more global. Ethics in plain words means studying and analyzing right from wrong; good from bad.

Professional Ethics concerns ones conduct of behaviour and practice when carrying outprofessional work. Such work may include consulting, researching, teaching, writing, etc. Theinstitutionalisation of Codes of Conduct and Codes of Practice is common with many professionalbodies for their members to observe.

WORK ETHICS

Attendance: Attends class, arrives/leaves on time; notifies instructor in advance of plannedabsences; and makes up assignments punctuality.

Character: Displays loyalty, honesty, trustworthiness, reliability, dependability, initiative,self-discipline, and self-responsibility.

Teamwork: Respects rights of others; is a team worker, is cooperative; is assertive;displays a customer service attitude; seeks opportunities for continuous learning; anddisplays mannerly behaviour.

Appearance: Displays appropriate dressed, grooming, hygiene, and etiquette.

Attitude: Demonstrates a positive attitude; appears self-confident; and has realisticexpectations of self.

Productivity: Follows safety practices; conserves materials; keeps work area neat andclean; and follows directions/procedures.

Organizational Skills: Manifests skill in personal management, time management,prioritizing, flexibility, stress management, and dealing with change.

Communication: Displays appropriate nonverbal and verbal skills.

Cooperation: Displays leadership skills; appropriately handles criticism and complaints;

demonstrates problem-solving capability; maintains appropriate relationships withsupervisors and peers; and follows chain of command.

Respect: Deals appropriately with cultural/racial diversity and does not engage inharassment of any kind.

Work Attitude Ethics The answer on how to cultivate good work ethics is simple. Make yourself one of the

linking pins in your organisation.

A LINKING PIN IS:

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Someone to whom everybody turns to, to get information and advise from. Someone who can link persons, sections and departments for better cooperation. Someone who can be able to influence people around the organization to carry out the

wishes, policies and strategies of top management, by earning respect through yourdisplay of expertise and thoroughness.

And someone who can be able to represent the valid wishes and needs of lower levels tothe top management.

YOU CAN BECOME A LINKING PIN BY STRIVING TO ATTAIN THE FOLLOWING TRAITS:1. Cloak yourself with expert knowledge in your technical field of operation2. Produce accurate work3. Be quicker than most

4. Display awareness of productivity5. Get rid of time wasters.6. Be open-minded and ready for organizational changes.7. Arrange and organize your paperwork.

8. Read up on the principles of supervision and management9. Confidential information.

MEDICAL ETHICS (Levels and Types)

Individual level clinical ethics (patient-centered); professional ethics (physician-centered) Institutional level organization ethics (integrating clinical, professional and business

ethics)

Societal level shared conceptions of health-related quality of life and resource allocationpriorities, social values

Importance of Medical Ethics1. Increasing profile/Recent press headlines (i.e. euthanasia, destroying frozen embryos, etc.)2. Increase in technology3. Better informed society4. Doctors in Management5. Public scrutiny

I.E. EUTHANASIA Active: an active intervention to end life.

Passive: deliberately withholding treatment that might help a patient live longer

Voluntary: euthanasia is performed following a request from a patient

Doctor assisted suicide: a doctor prescribes a lethal drug which is self administered by thepatient

Non-voluntary: ending the life of a patient who is not capable of giving permission

Involuntary: ending life against a patient will.

Issues: Codes of Ethics are concerned with a range of issues, including:

Adherence to confidentiality agreements

Data privacy

Handling of human subjects Impartiality in data analysis and professional consulting

Professional accountability

Resolution of conflicts of interest

The Advantages: A code of ethics enables us to:

Set out the ideals and responsibilities of the profession

Exert a de facto regulatory effect, protecting both clients and professionals

Improve the profile of the profession

Motivate and inspire practitioners, by attempting to define their reason.

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Provide guidance on acceptable conduct

Raise awareness and consciousness of issues

Improve quality and consistency

TIPS TO DIFFUSE A DIFFICULT SITUATION

Listen

Empathize

Clarify Problem Solve

Apologize

Close

RESPONSE TO AN EMOTIONALLY UPSETTING EVENT

Activating Event: any event with the potential to trigger an emotional reaction

Belief: what the individual says to him/herself about the event (self talk)

Consequence: upset feelings: hurt, anger, disappointment, frustrations, etc.

Dispute: rational self talk usually changes ones feelings about the event

Effect: feelings become more manageable when self talk (beliefs) become more rational.

Life is ever so short that nobody can really afford to remain average in the obscuredcrowd of nobodies. Make yourself standout as someone with strong principles andwork ethics, so that others can rely on your strengths. Qualifications alone, without

work ethics are totally worthless.

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STRESS MANAGEMENT

STRESS defined as a physical or psychological stimuli such as very high heat, public criticism,or another noxious agent or experience which, when impinging upon an individual, producespsychological strain or disequilibrium.

Stress is what you feel when you have to handle more than you are used to.

Your body responds as though you are in danger. It makes hormones that speed up your

heart, make you breathe faster, and give you a burst of energy. This is called the fight-or-flight stress response.

Some stress is normal and even useful. Stress can help if you need to work hard or reactquickly. For example, it can help you win a race or finish an important job on time.

Stress is the sum total of wear and tear of the person.

Stress is your life energy to feel, think and act-seeking to express itself.

Stress is linked o every common disease.

Stress is produced by change, the disruption of homeostatic equilibrium.

Stress helps people to respond to the positive and negative demands of their lives.

Stress provides a challenge that fosters growth and learning.

Stress behaviour depends of how the source of arousal is cognitively appraised.

Biological stress is the nonspecific response of the body to any demand made upon it.

Stress is the difference between what we have and what we want. Stress is your life energy to feel, think and act-seeking to express itself.

STRESSORS Are any event or situation that induces emotional distress in a given patient. It consists of

two theories:

External based on physical, social, organizational, major life events and dailyhassles.

Internal based on lifestyle choices, negative self talk, mind traps and stressfulpersonality traits.

CAUSES OF STRESS You may feel stress when you go on a job interview, take a test, or run a race. These kinds

of short-term stress are normal. Long-term (chronic) stress is caused by stressful situations or events that last over a long

period of time.

1. Social or Family2. Occupational3. Educational4. Health5. Financial6. Environment

SIGNS OF STRESS

Persistent, intense depression

Chronic sleeping problems Over-eating or persistent weight problems

Sexual problems

Frequent illness

Mental confusion

Outbursts of violence

Persistent family conflict

Excessive drinking or drug use

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IDEAS IN COPING WITH STRESS

Accepts facts that there are things you cannot change!

When feeling under stress, stop and ask yourself why this situation is stressful.

Rank your concerns according to importance; then take one hurdle at a time. It is difficultto deal with everything at once.

It often helps to share your concerns with an objective person; someone you trust andrespect. Do not keep it all inside!

Stay active. Do something for others, it helps to take your mind off yourself When uptight,work off the tension by some structured activity, athletics is often effective,

Balance work and play by taking breaks during the day, Allow yourself time to relax.

Practice relaxation techniques (deep breathing, positive imagery, and muscle relaxation)

Avoid self-medication. Pills, booze, etc are not the answer; they do not teach you how tocope!

Seek professional guidance if you are not satisfied with your progress.

WAYS TO DEAL WITH STRESS:

Stay strong and healthy. A healthy lifestyle helps you prevent stress.

Use stress management practices. Certain tools can help you cope with stress when it doeshappen.

Always keep your words soft and sweet, just in case you have to eat them.

Always read stuff that will make you look good if you die in the middle of it.

Drive carefully. Its not only cars that can be recalled by their maker.

If you cant be kind, at least have the decency to be vague.

If you lend someone and never see that person again, it was probably worth it.

It may be that your sole purpose in life is simply to serve as a warning to others.

Never buy a car you cant push.

Never put both feet in your mouth at the same time, because then you wont have a leg tostand on.

Nobody cares if you cant dance well. Just get up and dance.

When everythings coming your way, youre in the wrong lane.

Birthdays are good for you. The more you have, the longer you live.

We could learn a lot from crayons. Some are sharp, some are pretty and some are dull, indifferent colours, but they all have to live in the same box.

HOW TO MANAGE STRESS:1. Become aware of your stressors and your emotional and physical reactions.2. Recognize what you can change.3. Reduce the intensity of your emotional reactions to stress.4. Learn to moderate your physical reactions to stress.5. Build your physical reserves.6. Maintain your emotional reserves.

TIPS FOR A LESS-STRESSED WORKDAY:1. Alter your physical environment

2. Tackle excess noise3. Cut down on the caffeine4. Think about your interaction with your surroundings5. Allow time for some fresh, un-circulated air.6. Rest up.7. Learn some desk exercises8. Dont become a slave to e-mail and other time wasters.9. Dont go hungry.

TOP 5 STRESS MANAGEMENT MISTAKES

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Mistake Number 1 Poor Calendar HabitsMistake Number 2 ClutterMistake Number 3 PerfectionismMistake Number 4 Self TreatmentMistake Number 5 Following Others Expectations

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STRATEGIES FOR STRESS MANAGEMENT

Associate with people whom you enjoy and supports you.

Learn and practice relaxation or meditation skills.

Engage in a vigorous physical exercise that is convenient and pleasurable. Sometimes ithelps to get a friend to exercise with you.

Dont let one thing dominate you, such as school work, relationships, jobs, sports, etc.

View life as challenges to seek, not obstacles to avoid.

Take responsibility for your life and your feelings, but never blame yourself. Maintain a reasonable diet and sane sleep habits.

Avoid the use of sleeping pills, tranquilizers, and other drugs to control stress.

Protect your personal freedoms and space. Do what you want and feel, but respect therights of others. Dont tell others what to do, but if they intrude, let them know.

Find a time and place each day where you can have complete privacy.

Take time off from others and pressures. Short time-outs during the day can help improveefficient functioning the rest of the day.

Dont drift along in troublesome and stressful situations or relationships.

Take action to change rather than trying to avoid the problem. Taking chances is the keyto emotional well-being.

Surround yourself with cues from positive thoughts and relaxation.

Review your obligations from time to time and make sure they are still good for you. Iftheyre not, let them go.

Open yourself to new experiences. Try new things, new foods, new places.

When worries start to build up, talk to someone.

Personal problems that can cause stress include:

Your health, especially if you have a chronic illness such as heart disease, diabetes, orarthritis.

Emotional problems, such as anger you can't express, depression, grief, guilt, or lowself-esteem.

Your relationships, such as having problems with your relationships or feeling a lack offriendships or support in your life.

Major life changes, such as dealing with the death of a parent or spouse, losing your job,

getting married, or moving to a new city.

Stress in your family, such as having a child, teen, or other family member who is understress, or being a caregiver to a family member who is elderly or who has health problems.

Conflicts with your beliefs and values. For example, you may value family life, but you maynot be able to spend as much time with your family as you want.Social and job issues that can cause stress include:

Your surroundings. Living in an area where overcrowding, crime, pollution, or noise is aproblem can create chronic stress.

Your job. Being unhappy with your work or finding your job too demanding can lead tochronic stress. Learn how to manage job stress.

Your social situation. Being poor, feeling lonely, or facing discrimination based on your

race, gender, age, or sexual orientation can add stress to your life.

EFFECTS OF STRESS

Stress causes changes in your body. It also affects your emotions.

Common symptoms of stress include:

A fast heartbeat.

A headache.

A stiff neck and/or tight shoulders.

Back pain.

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Fast breathing.

Sweating, and sweaty palms.

An upset stomach, nausea, or diarrhea.

Over time, stress can affect your:

Immune system. Constant stress can make you more likely to get sick more often.

Heart. Stress is linked to high blood pressure, abnormal heartbeat (arrhythmia),blood clots, and hardening of the arteries (atherosclerosis). It's also linked to

coronary artery disease, heart attack, and heart failure. Muscles. Constant tension from stress can lead to neck, shoulder, and low back

pain. Stress may make rheumatoid arthritis worse.

Stomach. If you have stomach problems, stress can make your symptoms worse.

Reproductive organs. Stress is linked to low fertility, erection problems, problemsduring pregnancy, and painful menstrual periods.

Lungs. Stress can make symptoms ofasthma and chronic obstructive pulmonarydisease (COPD) worse.

Skin. Skin problems such as acne and psoriasis are made worse by stress.

How stress affects your thoughts and emotions

Feel cranky and unable to deal with even small problems.

Feel frustrated, lose your temper more often, and yell at others for no reason. Feel jumpy or tired all the time.

Find it hard to focus on tasks.

Worry too much about small things.

Feel that you are missing out on things because you can't act quickly.

Imagine that bad things are happening or about to happen.

TYPE OF STRESS

Acute (short-term) stress is the body's instant response to any situation that seemsdemanding or dangerous. Your stress level depends on how intense the stress is, how longit lasts, and how you cope with the situation.

Chronic (long-term) stress is caused by stressful situations or events that last over a

long period of time. This could include having a difficult job or dealing with a chronicdisease. If you already have a health problem, stress can make it worse.

LEVELS OF STRESS

EUSTRESS or positive/good stress occurs when your level of stress is high enough tomotivate you and move you into action to get things accomplished.

DISTRESS or negative stress occurs when your level of stress is either too high or too lowand your body and/or mind begin to respond negatively to the stressors.

STAGES OF STRESS

ALARM STAGE as you begin to experience a stressful event, psychological changes occurin your body. This experience or perceptions disrupts your bodys normal balance andimmediately your body begin to respond to the stressor(s) as quickly as possible. (E.g.

Cardiac increased heart rate; Respiratory increased respiration; Skin decreasedtemperature; Hormonal increased stimulation of adrenal genes which produces anadrenal rush.)

RESISTANCE STAGE during this stage, your body tires to cope or adapt to the stressors bybeginning a process of repairing any damage the stressor has caused. There will benoticeable changes in you so it is important to examine their feedbacks to make sure youdo not reach overload. (E.g. Behaviour indicators include: lack of enthusiasm for family,school, work or life in general, withdrawal, change in eating habits, insomnia, hypersomnia,anger, fatigue. Cognitive Indicators include: poor problem solving, confusion, nightmares,

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hyper-vigilance. Emotional indicators include: Tearfulness, fear, anxiety, panic, guilt,agitation, depression, and overwhelmed).

EXHAUSTION STAGE during this stage, the stressor is not being managed effectively andthe body and mind are not able to repair the damage. (E.g. Digestive disorders,withdrawal, headaches, tension, insomnia, loss of temper.)

JOB STRESS

Job stress comes in different forms and affects your mind and body in different ways. Look for these signs of job stress:

Headaches

Trouble sleeping

Problems concentrating

Short temper

Upset stomach

Job dissatisfaction and low morale

WHAT CAUSES JOB STRESS?

Lack of control. Feeling as if you have no control over your work or job duties is thebiggest cause of job stress. People who feel like they have no control at work are mostlikely to get stress-related illnesses.

Shelly is responsible for putting together a report that her boss must deliver at a 4p.m. meeting. She's been waiting all day for the notes and numbers she needs.Shelly finally gets the notes from her boss at 3:15p.m. and rushes to prepare thereport and charts and to make copies in time. She gets it done, but she feels madand resentful. This is the third time this week that this has happened.

Increased responsibility. Taking on extra duties in your job is stressful. You can getmore stressed if you have too much work to do and you can't say no to new tasks.

John volunteers for every new project, because he heard that's the best way to getpromoted. But the tasks are starting to pile up, and he's feeling overwhelmed. Heknows he can't really manage one more thing. But this morning, John's boss askedhim to take on another project, and John agreed. Now he's more worried than everabout getting everything done.

Job satisfaction and performance. Do you take pride in your job? If your job isn't

meaningful, you may find it stressful. Are you worried about doing well at work? Feelinginsecure about job performance is a major source of stress for many people.

Raoul has worked in his new job for 8 months. He thinks he is doing well. But hisboss doesn't say much, so Raoul isn't sure. He wonders if he's on the right track,but he's afraid to ask.

Uncertainty about work roles. Being unsure about your duties, how your job might bechanging, or the goals of your department or company can lead to stress. If you report tomore than one boss, juggling the demands of different managers can also be stressful.

Rosa's old manager was promoted. Now Rosa is working for someone new. She'sheard that the new boss plans to "shake things up" in her department. The newboss just hired Emily, whose job seems to be the same as Rosa's. Rosa worriesabout what this means for her.

Poor communication. Tension on the job often comes from poor communication. Being

unable to talk about your needs, concerns, and frustrations can create stress. A new job with more responsibility and better pay just opened up in Jill's

department. Jill knows she can do this job. And she's been with the company longerthan anyone else on her team. She waits for her manager to ask if she is interested.But after several weeks, a coworker is promoted to the new job. Jill feels hurt andangry, but she doesn't say anything.

Lack of support. Lack of support from your boss or coworkers makes it harder to solveother problems at work that are causing stress for you.

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Jeff works in a busy office answering customer complaint calls all day. It would beeasier to handle all the calls if he could at least trade tips with his coworkers. Buteveryone else is busy too. His coworkers never make it out of their cubicles duringthe day, even to let off a little steam.

Poor working conditions. Unpleasant or dangerous physical conditions, such ascrowding, noise, or ergonomicproblems, can cause stress.

Sonya is exposed to constant noise at work. She wears earplugs, but at the end ofher shift her ears are ringing. She often comes home with a headache.

WHAT TO DO WITH JOB STRESS(YOU AND YOUR BOSS)

Meet with your manager at least once a year (every 3 or 6 months is even better) totalk about your job and your performance. If a performance review is already part of your

job, treat it as a chance to clear up issues that may be causing stress for you.

Here are some questions to ask:

What is expected of me in this job?

Where is this company going? How do I fit into that plan?

How am I doing? What are my strengths? How can I improve?

What can I expect from you if there's a problem with my work or my job?

If I continue to do well, how and when can I expect to be rewarded?

STRESS 101: REDUCING STRESS BY BEING ASSERTIVE What is assertive communication? Assertive communication means speaking up for yourself in a thoughtful, tactful way.

Being assertive helps you express yourself about things that matter to you. This reducesstress by helping you feel more in control of a situation.

OTHER TYPES OF COMMUNICATION

In passive communication, you may not express your opinions, feelings, and needs. Youmay be uncomfortable speaking your mind, especially when you are with supervisors orpeople you see as important. When you are passive, you don't take part in decisions thataffect you, or you don't take a stand on issues that are important to you. Being passive canmake you feel like you have no control over a situation. Feeling a lack of control leads to

stress. In aggressive communication, you honestly state your opinions, feelings, and needs, but

you do it at the expense of others. You may be seen as rude or demanding. And beingaggressive often offends others. Their negative reaction can lead to stress for everyone.

WHY IS IT IMPORTANT TO BE ASSERTIVE?

Being assertive helps you communicate in a healthy way.

It helps you stand up for yourself without offending others.

It helps you feel more in control of a situation.

You have the satisfaction of knowing that you can express your feelings and opinionshonestly with others.

Be more comfortable with supervisors at work.

Find that your views are more respected.

Be more effective in having your needs met.

Feel more confident about asking others for help.

Feel less angry toward others.

Find that you are more comfortable with saying "no.

And being assertive can reduce stress.

WHAT TO DO WITH JOB STRESS(YOU AND YOUR JOB)

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Get organized.Keep track of your projects and deadlines by making a list of what's urgent.Decide what matters most and what can wait.

5 S in the Workplace:

Sort through all items and remove unneeded items

Set in Order all remaining items, set limits, create temporary location indicators

Shine or clean everything and use cleaning as inspection

Standardize the first 3 Ss by implementing visual displays and controls

Sustain the gains through self-discipline, training, communication, and totalemployee involvement

Don't put things off. Use a schedule planner to plan your day or week. Just seeing onpaper that there is time to get each task done can help you get to work. Break a largeproject into small steps, and set a deadline for each one.

Learn to say "no." Don't overcommit yourself. If you take on too much, you're creatingstress.

Focus. Do one thing at a time. In some cases, you can do two things at a time. But if youstart to feel stressed, go back to doing one thing at a time.

Concentrate. Try to limit distractions and interruptions. Ask others to give you a block oftime when you are not disturbed.

Delegate. Ask someone else to take on a task. It's not always important to have all the

control.

STRESS 102: REDUCING STRESS BY MANAGING YOUR TIME Time management means taking control of your activities, duties, and commitments. It helps you decide which things are urgent and which can wait.

THREE PARTS TO TIME MANAGEMENT

PRIORITIZE TASKS - Make a list of all your tasks and activities for the day or week.

LABEL THEM:

Urgent tasks are those that must be done right away to avoid a major problem,such as paying the electric bill today because your electricity will be turned offtomorrow. Many people never deal with important things until they become urgent.

This approach always leads to stress.

Important tasks are those that are meaningful or important to you, such asspending time with your family, helping friends, or getting exercise. They are alsotasks you must do to avoid a problem, such as paying bills or meeting a deadline atwork.

Not important tasks are ones that don't need to be done or that aren't importantto you.

CONTROL PROCASTINATION

The more stressful or unpleasant a task, the more likely you are to put it off.

Tips for controlling procrastination:

Structure your time. Use a day planner or notebook to plan your day or week.Just seeing on paper that there is a time to get your tasks done can help you get towork. For shorter projects, use a timer or alarm clock to help you stick with your

plan. Break up large tasks. If you know that you won't be able to focus on a project for

3 hours, break up your work into 1-hour blocks over 3 days. It's easier to face anunpleasant task if the time you are giving is brief.

Create short-term deadlines. Short-term deadlines will help you make a habit ofmeeting deadlines. It will also force you to get things done. That way, when thelong-term deadline does arrive, you won't have as much pressure and work built up.

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Avoid perfectionism. If you demand perfection, you might not even start a taskbecause you're worried it won't be perfect. Doing your best is fine. Giving yourselfenough time to do your best will reduce stress.

You may still slip up sometimes and find yourself putting things off. That's okay. Don'tblame yourself. Confidence and positive thinking can help you get back on track.

MANAGE YOUR COMMITMENTS

Letting go of a commitment doesn't mean giving up. It means learning what's

important to you, recognizing that you have limits, and deciding how you want tospend your time. Tips for letting go:

Don't commit to things that are not important to you. When you want or need to let go of something, imagine tying it to a helium balloon,

releasing the balloon, and watching it float away. Accept that your life is a "work in progress." You don't have to finish every project

or meet every goal in your life by tomorrow or even next week. If one of your goalsis less important, you can work on it later in your life.

When you are ready to commit:

Do it. Give yourself to a new commitment as fully as you can.

Be responsible. Take your commitment seriously. Don't back out of obligations.

Open up. Be open to new ideas and suggestions, and be ready to learn.

WHAT TO DO WITH JOB STRESS(TAKE CARE OF YOURSELF)

Make time for you. Leave your job at the office, even if your office is a room in yourhome. Leave your cell phone at work if you can, or decide not to answer it during timesyou've set aside for you and your family. Don't check work e-mail at home.

Stay positive. Remember that everyone has good days and bad days at work.

Practice breathing and relaxation techniques. You can do these at home or in a quietplace at work.

Reward yourself. When you finish a difficult task, celebrate. Enjoy a snack at your desk,orif your job permitstake a short walk or visit with a coworker.

Schedule time for fun. If you spend every second of your day getting things done, you

may resent never having time for yourself. If your employer offers a flexible work schedule,use it in a way that fits your work style. Go into work earlier and take a longer break atlunch to make time for a yoga class or a walk.

SETTING A GOAL TO REDUCE JOB STRESS

Identify what's creating stress . Why you want to reduce stress.

Set a goal.

EXAMPLE 1 SHELLY Shelly's long-term goal is to reduce stress by managing her frustration over things she

can't control at work. Her short-term goal is to learn to do deep breathing and relaxationexercises when she gets stressed. She'll try it the next time her boss hands her a last-

minute project.EXAMPLE 2 JILL Jills long-term goal is to reduce stress by speaking up at work and expressing her interests

and ideas more effectively. Her short-term goal is to practice being more assertive. Whenshes ready, she'll contribute an idea at a department meeting.

EXMAPLE 3 RAOUL Raouls long-term goal is to reduce stress by having a better understanding of whats

expected of him at work. His short-term goal is to find out how he is doing now. He plans toschedule a meeting with his boss to talk about his performance and how he can improve.

EXAMPLE 4 JOHN

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Johns long-term goal is to reduce stress by learning to say no to projects he doesn'thave time to handle. His short-term goal is to get organized and prioritize the projects hehas now. He is going to make a list of all of his work and then prioritize the tasks that aremost important.

SETTING A GOAL TO REDUCE JOB STRESS

Think about what might get in your way. Get support from friends and family in your efforts to reduce job stress.

12 WAYS TO STAY ON TOPOF STRESS

Exercise. If you have to work out, then go take a brisk walk and get that blood flowing. Itisn't about working out to lose weight -- it's about being healthy and staying sane.

Eat the real stuff. Put things in your mouth that are going to support your immunefunction and keep you levelheaded.

Notice. Recognize the situations that cause the stress and notice them coming your way.You have a better shot at fending off the full effects of the stress when you can anticipateit.

Get it off your chest. Talk to a friend or partner about the stress. Sometimes just gettingit off your chest can help unload some of the burden.

Keep your sense of humor. If you do have the chance to talk about it, try to see the

irony and humor in the wacky bits. Stay grateful. Make a habit of saying thank you. You will notice the sunny spots a lot

more often, and not just the gray skies and storms.

Ask, "What's the hurry?" Have some fun. We're always so busy going somewhere, wemiss just enjoying the moment. If an opportunity comes your way to do something fun,take it.

Take a deep breath. When you feel the stress getting to you, take a moment. Get away,even if it's just for an hour, to be with yourself and your thoughts. Find the peace and thesilence.

Keep it simple. Simplify where you can.

Turn off the TV. A lot of it is bad news anyway, and it robs us of hours that we could useto be getting other things done.

Sleep. If you're rested, you have a better shot at handling things.

Drink water. Hydrate with water. Help your entire system function better just by drinkingenough water.

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STUDENT STRESS RATING SCALE

The following are events that occur in the life of a college student. Place a check in the left-handcolumn of each of those events that has happened to you during the last 12 months.

____ Death of close family member 100 points____ Jail Term 80 points____ Final year or first year in college 63 points____ Pregnancy (To you or caused by your) 60 points____ Sever personal illness or injury 53 points____ Marriage 50 points____ Any interpersonal problems 45 points____ Financial difficulties 40 points____ Death of a close friend 40 points____ Arguments with your roommate (more than every other day) 40 points____ Major disagreements with your family 40 points____ Major change in personal habits 30 points____Change in living environment 30 points____ Beginning or ending job 30 points____ Problems with your boss or professor 25 points____ Outstanding personal achievement 25 points

____ Failure in some course 25 points____ Final Exams 20 points____ Increased or decreased dating 20 points____ Changes in working conditions 20 points____ Changes in your sleeping habits 18 points____ Several-day vacation 15 points____ Change in eating habits 15 points____ Family reunion 15 points____ Change in recreational activities - 15 points____ Minor illness or injury 15 points____ Minor violations of the law 11 points

Score: __________

INTERPRETING YOUR SCORE

Less than 150 points relatively low stress level in relation to life events

150 300 points borderline range

Greater than 300 points high stress in relation to life events

Im in ControlDISTRESS RELIEF STRATEGIESFeeling good about yourselves can be an effective buffer against stress. Eliminate unnecessaryworries. Most worries are either passed on to us by another or conjured up in our imagination.

GET PHYSICAL

1. Relax neck and shoulder2. Take a stretch3. Get a massage4. Exercise

GET MENTAL1. Count to 102. Control your thoughts3. Fantasize4. Congratulate yourself

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5. Ignore the problem if appropriate, after evaluation6. Perform self maintenance7. Talk to a counselor

GET SPIRITUAL1. Meditate2. Pray3. Remember your purpose

USE YOUR BODY and MIND TOGETHER1. Take a break2. Get hug therapy3. Try progressive relaxation4. Try yoga5. Try aroma therapy6. Laugh

DEVELOP NEW SKILLS1. Prioritize daily tasks2. Learn something3. Practice a hobby

CONFLICT MANAGEMENT

Conflict Management refers to the variety of ways by which people handle grievances clashesof right and wrong. It includes such diverse phenomenon as gossip, ridicule, lynching, terrorism,warfare, feuding, genocide, law, mediation and avoidance.

Conflict is any unresolved issues in an organization.

Basic of Conflict Management:Conflict is when two or more values, perspective and opinions are contradictory in nature andhavent been aligned or agreed about yet, including:

1. Within yourself when youre not living according to your values;2. When your values and perspective are threatened or3. Discomfort from fear of the unknown or from lack of fulfilment.

Conflict is often needed. It:1. Helps to raise and address problems2. Energizes work to be on the most appropriate issues3. Helps people be real, for example, it motivates them to participate.4. Helps people learn how to recognize and benefit from their difference.

KINDS OF CONFLICT DYSFUNCTIONAL CONFLICT

Hinders job performance and upsets personal psychological functioning. FUNCTIONAL CONFLICT Responsive and innovative aiding in creativity and viability.

TYPES OF CONFLICT Within an individual. Between two individuals. Within a team of individuals. Between two or more teams within an organization.

CONFLICT IS A PROBLEM WHEN IT: Hampers productivity. Lowers morale. Causes more and continued conflicts.

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Causes inappropriate behaviour.

CAUSES OF CONFLICT

There is a perceived breach of faith and trust between individuals.

There is unresolved disagreement that has escalated to an emotional level.

There is miscommunication leading to unclear expectations.

Personality clashes.

There are differences in acquired values. There is underlying stress and tension.

Ego problems.

1. Conflict of aims different goals2. Conflict of ideas different interpretations3. Conflict of attitudes different opinions4. Conflict of behavior different behaviors are unacceptable

CAUSES OF WORKPLACE CONFLICTS1. Poor communications2. The alignment or the amount of resources is insufficient3. Personal chemistry, including conflicting values or actions among managers and

employees.4. Leadership problems, including inconsistent, missing, too-strong or uninformed leadership.

STRUCTURES TO MINIMIZE CONFLICTS1. Regularly review job descriptions2. Intentionally build relationships with all subordinates3. Get regular, written status reports4. Conduct basic training about5. Develop procedures for routine tasks and include the employees input6. Regularly hold management meetings, for example, every month, to communicate new

initiatives and status of current programs.7. Consider an anonymous suggestion box in which employees can provide suggestions.

HOW TO MANAGE A CONFLICT WITHIN via CORE PROCESS

1. Name the conflict2. Get perspective3. Pick at least one thing you can do about the conflict4. Then do something5. Know what you dont like about yourself, early on in your career6. Manage yourself7. Move the discussion to a private area, if possible8. Give the other person time to vent.9. Verify that youre accurately hearing each other10. Repeat the above step, this time for them to verify that they are hearing you.11. Acknowledge where you disagree and where you agree.12. Work the issue, not the person. When they are convinced that you understand them.13. If possible, identify at least one action that can be done by one or both of you.

14. Thank the person for working with you.15. If the situation remains a conflict, then conclude.

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WHY CONFLICT ARISES

Type A Personality v.s Type B Personality

Type A Personality

Highly competitive

Strong Personality

Restless when inactive Seeks promotion punctual

Thrives on deadlines

Make jobs at once

Type B Personality

Works methodically

Rarely competitive

Enjoys leisure time

Does not anger easily

Does job well but doesnt need recognition

Easy-going

AGGRESSIVE PEOPLE Body Language

o Stiff and straighto Points, bangs tables to emphasize pointso Folds arms across body

Verbal Languageo I want you too You musto Do what I tell you!o Youre stupid!

Aggressive people are basically insecure Try to avoid them.

SUBMISSIVE PEOPLE

Body Languageo Avoids eye contacto Stooped postureo Speaks quietlyo Fidgets

Verbal Languageo Im sorryo Its all my faulto Oh dear

Submissive people have a great sense of inferiority

ASSERTIVE PEOPLE

Body Languageo Stand straighto Appears composedo Smileso Maintains eye contact

Verbal Languageo Lets

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o How shall we do this?o I think...What do you think?o I would like...

STAGES OF CONFLICT

Conflict arises

Positions are stated and hardened

Actions, putting into action their chosen plan Resolution???

PREVENTING CONFLICT

Assess positive and negative personality traits of people involved

Determined personality typeo Aggressiveo Submissiveo Assertive

Assess if people are introvert or extroverts...

Review past conflicts

Assess communication skills of those involved

Read body language of participations

Try to reduce conflicto Realize that communication is colored by personal experience, beliefs, fear,

prejudiceso Try to be neutralo Plan the timing and place of the conversationo Realize that outside stress may add to confrontationo Eliminate/reduce external interruptions

Manage the language usedo Neutral vs. Loaded wordso Reduce technical languageo Allow for cultural differences in languageo Words may have different meanings for different people...ask them to

elaborate

AIDS TO COMMUNCATION

Listen Actively

Relax

Observe body language

Develop interest in others interests

Ask for clarification

Plan what you are going to say

Tailor words to person

Determine the best timing

Determine the best place

Why is the conversation necessary

RESOLVING CONFLICT

CALM YOURSELF

Take a deep breath, say relax. Clears thinking, models control.

RESTORE ORDER

Take a time out. Stops the fight, contains the damage.

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HEAR THIER STORIES

Help me understand your concern. Gathers information, defuses tension.

LISTEN CAREFULLY

Eye contact, dont interrupt. Honors the need to be heard.

GENERATE SOLUTIONS

How could we resolve this? Moves form accusations to solutions

AGREE ON A SOLUTION

Would this work for you? Moves to resolution, brings closure.

TEST FOR SATISFACTION

Are you sure this will work for you? Assures clear communication.

PERSONALITIES WHO CAUSE CONFLICT

Aggressor

Passive

Absentee

Error prone

Negative attitude

Chatterbox

Do nothing

Unreliable

Time waster

Resentful persons

CONFLICT MANAGEMENT IS THE RESPONSIBILITY OF ALL EMPLOYEES. UNDERSTANDING YOUR STYLE CAN ASSIST IN WORKING WITH OTHERS. ALL STYLES HAVE THEIR PLACE, BUT COLLABORATION IS BEST FOR MOST WORK

SITUATION.

WAC EM METHOD

Whats bothering you?

Ask what you want a person to do.

Check in to see if what youve ask for can happen.

AVOID STRESS AND CONFLICTvia Learning 13 Signs of Burnout

1. Chronic fatigue exhaustion, tiredness, a sense of being physically run down2. Anger at those making demands3. Self-criticism for putting up with demands4. Cynicism, negativity, and irritability

5. A sense of being besieged.6. Exploding easily at seemingly inconsequential things7. Frequent headaches and gastrointestinal disturbances8. Weight loss or gain9. Sleeplessness and depression10. Shortness of breath11. Suspiciousness12. Feelings of helplessness

13.Increased degree of risk taking

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DISTINGUISHING DEFENSE vs. COPING MECHANISMSIn Conflict Management

USUAL DEFENSE COPING STRATEGY

1. Repression (Blocking Out) Letting go of the past2. Denial (refusal to accept) Maintain hope for the

better3. Displacement (take it out on

others)

Take it out on a punching

bag4. Projection (Blaming others) Help others get over it5. Rationalization (Excuses) Re-structure the incident

EFFECTIVE CONFLICT MANAGEMENT

Functional Conflict contributes to the achievement of the goal of the group or the organization.Functional conflict should be nurtured, if not encouraged. i.e. Promotion

Dysfunctional Conflict impedes the organization from accomplishing its goals. Dysfunctionalconflict should be reduced or removed.

The Nature of Conflict May Change

Conflict that is functional in one group or organization may be dysfunctional in anothergroup or organization.

Or the nature of the conflict requirements of a group or organization may change withtime.

Philosophies of Conflict Management1. Traditional Philosophy: All conflicts are negative and potentially destructive for the

organization. Conflict should be eliminated.2. Behavioral Philosophy: Conflict is inevitable in organizations and should be accepted as a

part of organization life.3. Interactionist Philosophy:

a. Conflict is essential to the survival of the organization.b. Conflict should not only be accepted but encouraged in organization.c. Effective conflict management includes both stimulation and reduction of conflict.d. Conflict management is a major responsibility of the manager.

CAUSES OF CONFLICT

Personal Differences

Informational Deficiency

Role Incompatibility

Environmental Stresso Scarcityo Uncertainty

STYLES OF CONFLICT MANAGEMENT

Approach Objective Your Posture SupportingRationale

Likely Outcome

Forcing Get your way. I know whatsright. Dontquestion my

judgment orauthority.

It is better to riskcausing a fewhard feelingsthan to abandona position you arecommitted to.

You feelvindicated, butother party feelsdefeated andpossiblyhumiliated.

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Avoiding Avoid having todeal with conflict.

Im neutral onthat issue. Let methink about it.

Disagreementsare inherentlybad because theycreate tension.

Interpersonalproblems dontget resolved,causing long-termfrustrationmanifested in avariety of ways.

Accommodating Dont upset theother person.

How can I helpfeel good aboutthis encounter?My position isntso important thatit is worth riskingbad feelingsbetween us.

Maintainingharmoniousrelationshipsshould be our toppriority.

Other persons islikely to takeadvantage of you.

Compromising Reach anagreementquickly.

Lets search fora mutuallyagreeablesolution.

Prolongedconflicts distractpeople from theirwork andengender bitterfeelings.

Participantsbecomeconditioned toseek anexpedient, ratherthan effectivesolution.

Collaborating Solve theproblemtogether.

This is myposition. What isyours? Imcommitted tofinding the bestpossiblesolutions.

The positions ofboth parties areequally important(though notnecessarilyequally valid).Equalityemphasis shouldbe placed on thequality of theoutcome and thefairness of thedecision-making.

Participants findan effectivesolution.

SUMMARY

Conflict management is the responsibility of all employees.

Understanding your style can assist in working with others.

All styles have their place, but collaboration is best for most work situations.

Common Module

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