Workplace Conflict RESOLUTION Sources of Conflicts originate from

Workplace Conflict RESOLUTION

Sources of Conflicts originate from a variety sources and contain many different qualities. Conflicts, therefore, may also require variety of approaches, and be more or less difficult to resolve. Hence the old adage; “If the only tool that you have is a hammer, everything starts to look like a nail” 4/14/2015 CAHRMA Conference Presentation

Sources of Conflict • Communications conflicts - misunderstandings, lack of information, assumptions, differences in perspective, misinformation, and ambiguities. • Structural Conflicts - ineffectual processes, time constraints, inappropriate structure, organizations, social structures and systems. • Relationship Conflicts - stereotypes, distorted perceptions, unmet expectations, fear, use of power, history. • Interest Conflicts - perceived or actual incompatibility of needs and interests, differences in preferences, style, ways of doing things, differences in emotional needs, etc. • Value conflicts - Opposing beliefs, values, philosophies, worldview. 4/14/2015 CAHRMA Conference Presentation

Ways to Approach COMMUNICATION CONFLICTS • • 4/14/2015 Define terms Clarify assumptions and expectations Check interpretation of information Develop criteria for determining relevant information CAHRMA Conference Presentation

Ways to Approach STRUCTURAL CONFLICTS • Design process to satisfy both parties • Adapt deadlines and timelines where possible • Check whether structure is causing problems • Analyze context within which the conflict occurs 4/14/2015 CAHRMA Conference Presentation

Ways to Approach RELATIONSHIP CONFLICTS • Show concern for others point of view • Remain non-defensive and non judgemental • Keep emotions in check, share stories and other information that helps others see you as reasonable and friendly • Use power equitably • Speak to the history and ways to move past it 4/14/2015 CAHRMA Conference Presentation

Ways to Approach INTERESTS, CONFLICTS • De-emphasize positions • Seek and offer information about, motivations, fears, and goals underlying each persons attitudes, words, actions and stances • Collaborate when differences can be accommodated and compromise when differences are incompatible 4/14/2015 CAHRMA Conference Presentation

Ways to Approach VALUES CONFLICTS • Seek and offer information about beliefs and values • Look for common goals and values • Acknowledge value differences and try to resolve the conflict in ways that respect the differing value systems 4/14/2015 CAHRMA Conference Presentation

Forms of Dispute Resolution Alternative Dispute Resolution Spectrum • “Conflict Resolution” is a broad term used by professionals involved in this field, the following are some specific forms of dispute resolution. • Third party intervention and control increases as one moves from negotiation to adjudication 4/14/2015 CAHRMA Conference Presentation

Negotiation • Disputing parties agree to resolve their problem by talking about their concerns face to face and working together to find a solution that is mutually acceptable. • NOTE: • It is in this form of intervention that the disputants maintain the greatest degree of control 4/14/2015 CAHRMA Conference Presentation

Coaching • A “coach” is a third party who encourages the disputing parties to solve their problem. For example s/he may make suggestions on how to approach the other party to the conflict help the person understand his/her underlying interests or act as a “go between”. • NOTE: • This may be the initial intervention of a supervisor or Human Resources staff member 4/14/2015 CAHRMA Conference Presentation

Mediation • Mediation is a voluntary, co-operative problem solving process in which a person acceptable to the disputing parties assists them in clearly defining the issues in the dispute and helps them work toward a mutually agreeable resolution to the dispute. • NOTE: • The mediator has the primary responsibility of guiding them through the process, the disputants maintain primary responsibility for the resolution of their conflict. • Typically a mediator comes from outside the direct organization of the disputants 4/14/2015 CAHRMA Conference Presentation

Positions and Interests Positions Issue of concern Fixed solutions, demands Interests Fears, Needs, Concerns, Wants, Hopes Common Interests

4/14/2015 CAHRMA Conference Presentation

4/14/2015 CAHRMA Conference Presentation

Arbitration • An arbitrator is a person appointed by two disputing parties to settle their dispute. In arbitration the third party makes a judgement after hearing both sides of the dispute. NOTE: • In arbitration the disputants no longer have final decision making power 4/14/2015 CAHRMA Conference Presentation

Adjudication • The civil and criminal courts are well established as a form of dispute resolution in North America, to the point that they have become the most well known method, although not necessarily the most effective method of dispute resolution. • NOTE: • In adjudication disputing parties are usually represented by lawyers, and as a result, have minimal control 4/14/2015 CAHRMA Conference Presentation