CHAPTER ELEVEN – MANAGING WORKPLACE CONFLICT

INTRODUCTION

• Conflict in the workplace slows productivity• Managers report spending 24-60% of their time dealing

with disputes• 60% of managers reported violence in workplace

– Personality conflicts as leading cause

SUMMARY

• Preventing Workplace Conflict From Getting Out of Hand

• Resolving Workplace Conflict

Preventing Workplace Conflict From Escalating

1. Communication

2. Manage Emotions

3. Define Acceptable Behavior

When Conflict DOES Happen:

1. Intervene to “Stop The Bleeding”

2. Am I positioned to mediate?

3. Understand the Conflict

4. Bring Parties to the Table

5. Uncover and Prioritize Interests

6. Seek Solutions

7. Reach Agreement

Summary

- Conflict is not a bad thing- Should not be avoided entirely- Establishing boundaries is most important

EXERCISE ONE – Where Does The Time Go?

a) From the list below, list the amount of time you spend each week on these areas:

•Conflicts with other supervisors or other departments

•Acting as mediator during conflicts between other supervisors

•Conflicts with customers

•Conflicts with suppliers

•Conflicts with upper management and superiors

•Conflicts with subordinates and employees

b) Target for improvement any area on the list that takes up a large percentage of your time

c) Consider techniques such as trying to see problems from the other party’s perspective, examining one’s own personality to see how it might add to the conflict, or making expectations clearer and more honest.

EXERCISE TWO – Step Into Others’ Shoes

• As the mediator or boss, ask the parties involved to swap roles

• Have them read each other’s job description, with their managers present to explain their expectations of each worker

• Instruct them to take up each others’ job responsibilities and give a thought to meeting that job criteria.

• Have each party make a suggestion based on the other person’s point of view.

Bibliography/References

• Mike Myatt’s 5 Keys of Dealing with Workplace Conflict - http://www.andrewis.com/mbabook/ch10_article_1.pdf

• The Key to Collaboration Is to Accept and Manage Conflict by David Tarantino. – http://www.andrewis.com/mbabook/ch10_article_2.pdf

• Where Does the Time Go? Exercise - http://www.andrewis.com/mbabook/ch10_article_3.pdf

• Step into Others’ Shoes Exercise - http://www.andrewis.com/mbabook/ch10_article_4.pdf