CONFLICT RESOLUTION

Mark WoolDecember 3, 2012

• Sources of Conflict1

• Preventing Conflict2

• Resolving Conflict3• Steps to Reach Mutual

Conflict Resolution4

Overview

Sources of Conflict

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 !!

Preventing Conflict

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

Resolving Conflict

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

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

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

Mutual Conflict Resolution

• Identify conflict & ensure there is mutual desire to resolve it 1

• Take turns listening to each other2

• Repeat and summarize the issues (take minutes?)3

• Ask questions and clarify as needed4

Mutual Conflict Resolution

• Find issues you agree on5

• List all solutions, even unrealistic/unreasonable ones6

• Review solutions and highlight mutually acceptable ones7

• Put a plan into action including how you will review progress8

Mutual Conflict Resolution

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

Resources

• WFO TAE EEO-Diversity Intranet Training Pagehttp://ls1-tae/SDM/doku.php?id=operations:program_areas:eeo_diversity:training

– NOAA Workforce Management’s Brochures– Past & Future Webinars– Recommended LMS Courses

QUESTIONS?