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Resolving Conflict

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He Said, She Said
RESOLVE
An Approach to Resolving Conflict
Christina Eaton
Jennifer Campfield
JMU Human Resources
Objectives
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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?
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Words to describe Conflict
Define Conflict
con•flict (kõn flikt') n
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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.
– Adriana Doyle
Organizational Conflict
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What are some of the common causes
of conflict you experience in the
workplace?
Organizational Conflict
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Personality and work
style differences
Differences in values
Poor work performance
Limited resources
(especially in
challenging budget
times)
Poor communication
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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
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Conflict acts as a
healthy and creative
force for change
Conflict can build and
strengthen relationships
Conflict can help clarify
and improve
relationships
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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
R•E•S•O•L•V•E
Respect
пЃ® Environment
пЃ® Specify the issue
пЃ® Open up
пЃ® Let it go
пЃ® Viable Solutions
пЃ® Evaluate after time
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Respect
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Listen with care
Don’t blame, accuse, demean, insult
Don’t try to determine who is right or wrong
Seek first to understand; respect each
other’s point of view
Words and actions of disrespect can block
communication
Use your will power
Environment
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Choose a time when you aren’t angry
or arguing (HALTS model)
Create an effective atmosphere
– Personal preparation
– Timing
– Location (away from either party’s “turf”)
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Initial and opening comments are key
Specify the Issue
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Define the conflict in clear, concrete terms
– Be specific with who, what, when, where
and why questions
Start sentences with “I” and not, “you”
– 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
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Open yourself up, really listen to
understand
Be empathetic – 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
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Leave your ego at the door
– It’s not only about “you.”
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Don’t let your pride win
– It’s not a competition.
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No place for anger
– Ensure a hostility-free exchange
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Forgiveness is a virtue
Viable Solutions
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Seek areas of agreement
Take turns offering alternative solutions
Be non-judgmental of other’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
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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
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HR Service Center Representatives
– are available to assist supervisors in
managing employee performance
– help enhance supervisors’ responses to
conflict
Conflict Resolution
Resources
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JMU’s Employee Ombudsperson
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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
thomasce@jmu.edu for assistance
Conflict Resolution
Resources
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EMPLOYEE MEDIATION SERVICES
– Low-key problem solving for work style
differences or issues surrounding a working
relationship
– Available to groups or two individuals
– Confidential
– Free of Charge
– Facilitated by qualified JMU employees
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Contact Cathy Thomas at 568-3967 or
mediation@jmu.edu
Conflict Scenarios
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Applying the RESOLVE approach; let’s practice
resolving conflict using some scenarios
R•E•S•O•L•V•E
Respect
пЃ® Environment
пЃ® Specify the issue
пЃ® Open up
пЃ® Let it go
пЃ® Viable Solutions
пЃ® Evaluate after time
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Conclusion
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Any questions or comments?
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