RESOLVING EMPLOYEE CONFLICT A GUIDE FOR HUMAN RESOURCES

RESOLVING EMPLOYEE CONFLICT A GUIDE FOR HUMAN RESOURCES PRESENTED BY GROUP 14: DEVAAN BITING COURTNEY CANTRELL, ANDRE FERNANDES, SHELBY POWER, ANGELEKE VAKIAROS

OBJECTIVES ØDefine employee conflict and the causes ØExplore the ways to handle and address conflict ØExplain how to effectively resolve conflict ØReview the 8 steps of feedback ØList the Do’s and Don’ts of workplace conflict ØAddress the outcomes of resolving conflict

EMPLOYEE CONFLICT ØAn interpersonal problem that occurs between members of a team, that affects unity. ØConflict that is about one or more of types of legally prohibited discrimination: Ø Race Ø Color Ø Religion Ø Sex Ø National Origin Ø Age Ø Handicap

Compensation Different Values/Morals Communication Gap Causes of Employee Conflict Lack of Understanding Clash of Egos Unclear Objectives Indecisiveness Lack of Collaboration Lack of Trust Frustrations/E motions

EXAMPLES OF CONFLICT Healthy • Disagreements that care communicated in a supportive environment that generates new ideas or ways to problem solve • Tension that increases awareness or sheds light on a growing workplace problem Damaging • Name calling • Personal attacks • Silent and withdrawn • Cliques, gossip, rumors • Lack of mutual respect

HOW TO HANDLE & ADDRESS CONFLICT Handle Address Define acceptable behavior Avoidance Hit conflict head-on Collaboration Understand what is in it for you Compromise Importance Factor Competing View as an opportunity Accommodation

THE DO’S & DON’TS OF RESOLVING CONFLICT DO DON’T Ø Understand that conflicts are inevitable Ø Focus on personality traits that cannot be changed Ø Resolve to address conflict quickly Ø Interrupt and Attack Ø Focus on the problem Ø Disregard the feelings of the employees Ø Be open to solutions Ø Avoid the conflict Ø Acknowledge how employees are feeling Ø Allow emotions to take over the conversation Ø Listen actively Ø Impose personal values or beliefs

MAPPING THE ROUTE TO THE DESTINATION… Determine the underlying NEED Find common areas of agreement Define the conflict Allow each individual to EXPRESS their feelings and/or concerns Acknowledge the situation with all parties involved Develop solutions to satisfy needs Establish necessary actions to resolve conflict and consequences if conflict goes unresolved Decide if follow -up is necessary and evaluate as discussed Steps for Resolution Explore other options if conflict remains unresolved

8 STEPS OF FEEDBACK 1 • Identify your responsibility for the situation 2 • Focus on one problem at a time 3 • Oreo cookie technique 4 • Find out the other person’s perspective 5 • Give analysis of situation 6 • Use “I” statements 7 • Focus on objective behaviors 8 • Offer a suggestion

OUTCOMES ØOnly ONE good outcome ØBetter working environment ØIncreased productivity ØLess chance of future conflict ØBOTH parties must work out their differences

MANAGEMENT HOW to Manage ØLet people tell their story ØBring a reality check to the table ØIdentify the true impediment WHAT Happens ØProblems solved quickly and efficiently ØTeamwork and relationships improve ØKnow when to referee ØPerformance and productivity improve ØDo not be swayed by office politics ØStress is reduced and integrity is preserved ØStaff morale is increased

TAKEAWAY TIPS Positive Resolutions Avoid Future Conflicts • Address issues face-to-face as soon as possible • Acknowledge views of all parties and remain unbiased • Clearly state the importance of the resolution and intermediate goals to help resolve the conflict • Pause discussion and return later if emotions or bias start to impact decisions throughout the process • Establish well-defined expectations • Encourage open communication with employees • Implement team-building activities to develop trust and bonding within workplace • Approach conflicts with an open mind, allowing each to be an opportunity of growth and learning within the company

SUMMARY ØDefined employee conflict and common causes ØMethods available to handle and address conflict ØAcknowledged techniques to resolve conflict ØStated the outcomes of resolving conflict ØDefined managements role in employee conflict ØProvided tips for positive results and how to avoid conflict

REFERENCES Ø Forbes Magazine. Web. 9 Oct. 2015. <http: //www. forbes. com/sites/mikemyatt/2012/02/22/5 -keys-to-dealing-withworkplace-conflict/>. Ø "Conflict Resolution Do's and Dont's. " Conflict Resolution Do's and Dont's. Web. 7 Oct. 2015. <http: //lifework. arizona. edu/ea/conflict_resolution_dos_and_donts>. Ø "Resolving Conflict Situations. " Resolving Conflict Situations. Web. 9 Oct. 2015. <http: //hrweb. berkeley. edu/guides/managing-hr/interaction/conflict/resolving>. Ø "Resolving Workplace Conflict. " Resolving Workplace Conflict. Web. 7 Oct. 2015. <http: //hr. colorado. edu/fsap/healthtips/Pages/Resolving-Workplace. Conflict. aspx>.

THANK YOU!