He Said, She Said RESOLVE An Approach to Resolving Conflict Christina Eaton Jennifer Campfield JMU Human Resources Objectives пЃ® пЃ® пЃ® пЃ® Identify the Most Common Causes of Conflict in an Organization Identify Outcomes of Dealing with Conflict Constructively Follow the Steps to Effectively Deal with Conflict Identify Resources for Conflict Resolution What is Conflict? пЃ® пЃ® Words to describe Conflict Define Conflict conвЂўflict (kГµn flikt') n пЃ® пЃ® a sharp disagreement or opposition, as of interests, ideas, etc. a state of disharmony between incompatible persons, ideas, or interests: a clash An opportunity to make a difference; whether positive or negative, it is a choice! The only difference between stumbling blocks and stepping stones is the way in which we use them. вЂ“ Adriana Doyle Organizational Conflict пЃ® What are some of the common causes of conflict you experience in the workplace? Organizational Conflict пЃ® пЃ® пЃ® пЃ® пЃ® Personality and work style differences Differences in values Poor work performance Limited resources (especially in challenging budget times) Poor communication пЃ® пЃ® Personal problems that spill over in to the workplace such as marital issues, financial strain, parenting issues, mental health problems, etc. Differences in perception Consequences of Conflict Negative Positive пЃ® пЃ® пЃ® Conflict acts as a healthy and creative force for change Conflict can build and strengthen relationships Conflict can help clarify and improve relationships пЃ® пЃ® Failing to deal with conflict in a constructive manner damages individuals, organizations, and relationships Ineffective confrontation and/or avoidance of problems are often the results of people not having the ability to productively handle disputes RвЂўEвЂўSвЂўOвЂўLвЂўVвЂўE Respect пЃ® Environment пЃ® Specify the issue пЃ® Open up пЃ® Let it go пЃ® Viable Solutions пЃ® Evaluate after time пЃ® Respect пЃ® пЃ® пЃ® пЃ® пЃ® пЃ® Listen with care DonвЂ™t blame, accuse, demean, insult DonвЂ™t try to determine who is right or wrong Seek first to understand; respect each otherвЂ™s point of view Words and actions of disrespect can block communication Use your will power Environment пЃ® пЃ® Choose a time when you arenвЂ™t angry or arguing (HALTS model) Create an effective atmosphere вЂ“ Personal preparation вЂ“ Timing вЂ“ Location (away from either partyвЂ™s вЂњturfвЂќ) пЃ® Initial and opening comments are key Specify the Issue пЃ® пЃ® пЃ® пЃ® Define the conflict in clear, concrete terms вЂ“ Be specific with who, what, when, where and why questions Start sentences with вЂњIвЂќ and not, вЂњyouвЂќ вЂ“ Describe behaviors, feelings, consequences and desired changes Focus on behaviors or problems, not people Define the conflict as a problem for both of you to solve together, not a battle to be won Open up пЃ® пЃ® пЃ® пЃ® пЃ® Open yourself up, really listen to understand Be empathetic вЂ“ try to imagine how the other person sees things Explain how you see things Discuss how you feel After you exchange views, discuss any changes you have made in the way you see things or how you feel Let it go пЃ® Leave your ego at the door вЂ“ ItвЂ™s not only about вЂњyou.вЂќ пЃ® DonвЂ™t let your pride win вЂ“ ItвЂ™s not a competition. пЃ® No place for anger вЂ“ Ensure a hostility-free exchange пЃ® Forgiveness is a virtue Viable Solutions пЃ® пЃ® пЃ® пЃ® пЃ® пЃ® Seek areas of agreement Take turns offering alternative solutions Be non-judgmental of otherвЂ™s ideas Examine consequences of each solution Think and talk positively Agree to a solution you both understand and can live with Evaluate after time пЃ® пЃ® пЃ® Work out a way to check on how well the solution is working Adjust the resolution if/when necessary Share your success with others as a learning opportunity Conflict Resolution Resources пЃ® HR Service Center Representatives вЂ“ are available to assist supervisors in managing employee performance вЂ“ help enhance supervisorsвЂ™ responses to conflict Conflict Resolution Resources пЃ® JMUвЂ™s Employee Ombudsperson вЂ“ вЂ“ вЂ“ вЂ“ вЂ“ пЃ® Assists employees in exploring options An impartial sounding board Provides neutral guidance Assists in conflict resolution Assists with policy and procedure interpretation Contact Cathy Thomas at 568-3967 or email email@example.com for assistance Conflict Resolution Resources пЃ® EMPLOYEE MEDIATION SERVICES вЂ“ Low-key problem solving for work style differences or issues surrounding a working relationship вЂ“ Available to groups or two individuals вЂ“ Confidential вЂ“ Free of Charge вЂ“ Facilitated by qualified JMU employees пЃ® Contact Cathy Thomas at 568-3967 or firstname.lastname@example.org Conflict Scenarios пЃ® Applying the RESOLVE approach; letвЂ™s practice resolving conflict using some scenarios RвЂўEвЂўSвЂўOвЂўLвЂўVвЂўE Respect пЃ® Environment пЃ® Specify the issue пЃ® Open up пЃ® Let it go пЃ® Viable Solutions пЃ® Evaluate after time пЃ® Conclusion пЃ® Any questions or comments?