Transcript Conflict Resolution - St.Kitts Credit Union

Conflict Resolution
“Your perception is
your reality”
Conflict Resolution
Conflict Resolution is
defined as resolving
the differences of
opinions
Conflict Resolution
 Almost on a daily basis, there are
arguments, disagreements or conflicts
among staff and that also includes
management. It is indeed a part of human
nature to disagree as no one person can see
one point exactly the same way. How we
choose to deal with these conflicts will
depend on several issues.
Conflict Resolution
These issues include the following  Your upbringing (how you were raised)
 What you learnt through examples set by
your parents, teachers, or your peers, etc
 Your life experiences (conflicts you have
dealt with in the past and what these
experiences have taught you)
Conflict Resolution
 The Carnegie Foundation discovered that
to be successful on the job, relational skills
are far more important than knowledge. Its
research found that only 15% of a person’s
success is determined by job knowledge
and technical skills whereas 85% is
determined by an individual’s attitude and
ability to relate to other people.
Conflict Resolution
How do you handle conflicts at the
workplace?
 Do you ignore them
 Get defensive
 Blame it on someone or something else
Conflict Resolution
There are far better ways to handling
conflicts and these are a few tips –
~ Don’t assume that people readily see the picture
you are presenting
~ Make the same point a different way
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~ Look for the real source of the anger
~ Problems seldom exist at the level at which
they are discussed, don’t be afraid to dig
~Everyone has a different opinion or view,
respect it
~ Understand that anger itself is not
destructive
Conflict Resolution
~ Talk about your feelings before you get angry
~ Don’t raise your voice – It’s amazing how issues
can be resolved in a whisper. To communicate in
a whisper greatly diminishes the level of anger in
any communication
~ Don’t stockpile – Don’t bring issues from the past
into present arguments. Deal with the present
issues at hand.
Conflict Resolution
~ Don’t threaten team members and don’t
take every argument as a threat to your job
~ Don’t avoid your anger
~ Walk your talk – do not adopt a “Do as I
say not as I do” mentality
~ Consider how you say and what you say
Conflict Resolution
~ Create a process for resolving problems
without anger
~ No abuse, either verbal or physical is ever
allowed
~ Don’t engage or allow someone to pull you
into an argument – it takes two to argue
~ Listen to your body
Conflict Resolution
How do you manage staff conflict?
 Set a proper tone for the meeting – Call the
disputing parties together in a neutral area, free of
distractions.
 Do not show a bias towards any individual’s
point of view – If you show sympathy with one
of the parties, the other will lose trust in the
process and stop sharing openly.
Conflict Resolution
 Keep the discussion focused on the issue at
hand – If participants begin to ramble or
drift off the topic, gently guide them back.
 Probe for the root cause of the conflict – Even
substantive disagreements are often fueled
by personal differences. Address the
personal issues first
Conflict Resolution
 Do not ignore emotions – Behind every
dispute there are real emotions such as
hurt, anger, and betrayal. While you
should not dwell on the emotions involved,
it is important to acknowledge that they
exist.
Conflict Resolution
 Work with the parties to explore ways they can
both come out winners – Focus on common
goals as well as the potential negative impact on
the individuals if the conflict is not resolved
 Follow up – If the conflict is significant, don’t
expect miracles overnight, but look for
indications that the individuals are acting on the
agreed plan and taking steps forward.
Conflict Resolution
What is criticism?
 It can be defined as the assessment,
evaluation, critique or account of a
particular situation, person, place,
thought or thing.
Conflict Resolution
There are two types of criticisms – they
are constructive and destructive
criticisms
 Constructive criticism is the type of criticism that
is not mean-spirited and is given with the intent
that the receiver would learn from the comments
and improve on their behaviour/attitude/skills.
Conflict Resolution
 Destructive criticism is the type of
criticism that is mean-spirited and it is
given with the intent to hurt, discourage,
and to mentally injure an individual. This
is usually given out of spite, envy, jealousy
or dislike.
Confliction Resolution
 If you have received some criticism do not
hesitate to assess the type that you have
been given and the possible motives behind
what was stated. As individuals, we should
learn how to react to criticism regardless of
the type of criticism given.
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 How do you handle criticism?
Here are a few tips ~ Don’t take it personally
~ Strive to learn from the words given as
criticism
~ Don’t critique the critic
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~ Don’t be defensive
~ Accept that many people focus only on
negatives
~ Realize that vicious, harsh comments come
from those people, who are unhappy
Criticism is often nothing more than
reflection of personal preferences
Conflict Resolution
 Conflict does not have to result in
negativity, it can be a road to a greater
understanding.
 Regardless of the type of criticism given,
you must always try to find the good in it
 Beware of office politics, it can also cause
conflict in the workplace
Can you Survive Working with
Human Beings?
 What kind of co-worker are you? Are people
excited to work on projects with you or do they
cringe inside instead?
 With your handout, please find a self assessment
quiz by Ms.Gini Graham Scott PhD. The author
of A Survival Guide for Working with Humans:
Dealing with Whiners, Back-Stabbers, Know-ItAlls, and other difficult people.
Reflections
 A fall in a ditch makes you wiser
 You are never too old to learn
 It is not what you are called but what you
answer to
 If you offend, ask for pardon; if offended
forgive
 Rain does not fall on one roof alone
 A clear conscience is a good pillow