Transcript CONFLICT RESOLUTION - Career Planning K-12

Employee Relations
Company Policy:
Know your company policy
regarding employee behavior.
Understand that company
rules and regulations are for
the benefit and safety of all
employees.
Employees are expected at all times to
conduct themselves in a positive
manner in order to promote the best
interests of the Company.
Appropriate employee conduct
includes:
(a) Treating all customers,
visitors, supervisors and
coworkers in a respectful
manner
(b) Refraining from behavior or conduct
that is offensive or undesirable, or
which is contrary to the Company’s
best interests
I hate
This
Job!!!
c) Maintaining cleanliness
and order in the workplace
and work areas
Stealing, destroying,
defacing, or misusing
Company property or
another employee’s or
customer’s property
Sharing Space
Rule #1
Don’t Invade a Co-worker’s
Personal Space or Work Area
Rule #2
Don’t listen in on the
conversations of others
Rule #3
When working at a
work area other than
your own, always
leave the work area
cleaner than you
found it!
The “Teamwork” Approach
The expectation is
that teamwork
and collaboration
are expected
and . . .
All employees should live by this old adage:
Do Onto Others As You
Would Have Done Onto
You!!!
CONFLICT RESOLUTION
Conflicts occur in the workplace and
throughout our lives. They can all be
handled in the same way.
CONFLICT IS
Any situation where one persons
desires differ from another
CONFLICTS
 Conflicts are natural, neither positive or
negative
 It is not whether you have conflict in
your life, it is what you do with that
conflict that makes the difference.
 Conflicts are a normal part of doing
business because organizational members
have different, and often opposing goals.
CONFLICTS, continued
 Conflicts are inevitable; however anger,
grudges, hurt and blame do not have to be
 Don't fight -- solve the problem
MANAGED CONFLICT
Strengthens relationships and builds
teamwork.
OUT-OF-CONTROL
CONFLICT
Damages relationships and
discourages cooperation
CONFLICT RESOLUTION IS
A positive process whereby individuals
resolve issues in an informal or formal
atmosphere, or where issues are resolved in
an on going interaction between
individuals.
GOALS
 Winning and losing are goals for games,
not for conflicts.
 Learning, growing and cooperating are
goals for resolving conflicts.
 Resolving conflict is rarely about who is
right. It is about acknowledgement and
appreciation of differences.
CONFLICT RESOLUTION
SKILLS
 Initiate discussion - choose the issue(s) you
want to address and be specific
 Communicate - choose language that is
concise, avoiding vague/general terms
 LISTEN - effectively
 Recognize the need and ability to make
personal changes
SKILLS - Continued
 Learn and use what you have learned
 Seek out resources and support as necessary
PROBLEM SOLVING
GUIDELINES
 Focus on the problem, not the person
 Verbalize your feelings appropriately
 Move from justification to resolution
 Look forward (opportunity), not backward
(blaming)
 View the situation from both sides
GUIDELINES, Continued
 Identify the points where you can
compromise rather than demand
 Be open and make every effort to respond in
a positive manner
Additional "clues" to guide you through
constructive conflict resolution
 It may be appropriate to leave some conflicts
unresolved
 Know when to talk and when to listen
 Tell people what you're feeling without blaming
them
 Manage your emotions before you reach your
boiling point
 Accept responsibility for your anger: you become
angry, no one makes you angry
Possible Solutions
 Informal Conflict Resolution
 Mediation
 Employee Support Services
 Formal Conflict Resolution
This is all easy to say but….
It takes practice and dedication. We
will not live a life without conflict but
it is our decision how we deal with it
For support in the workplace
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Contact your Human Resources Department
Discuss issues with supervisors
NYS Department of Labor
Association for Conflict Resolution
(http://www.acrgny.org )
 Cornell University/Institute on Conflict
Resolution (http://www.ilr.cornell.edu/icr)