dealing with conflict chapter 12. behaviors when dealing with a diversity of people: passive...
TRANSCRIPT
Behaviors when dealing with a diversity of people:
PassiveBehavior
AggressiveBehavior
Passive-AggressiveBehavior
AssertiveBehavior
Passive, Assertive, and Aggressive Speakers:
Passive speakers: Use self-limiting qualifying expressions without stating their position / needs
Assertive speakers: State their position / needs without violating the rights of others
Aggressive speakers: State their position / needs while violating the rights of others using “you-messages” and absolutes
Assertive Behavior
Generally the most productive behaviorUsually the most effective method of
getting what you want while not taking advantage of others
Being assertive can create a win-win situation
Assertiveness Steps
Step 1. Set an Objective:Specify what you want to accomplish
Step 2. Determine how to create a win-win situation:Assess the situation in terms of meeting your
needs and the other person’s needsStep 3. Develop an assertive phrase(s)Step 4. Implement your plan persistently
Anger and Violence in the Workplace
Human resources managers have reported increased violence between employeesWomen commit nearly 25 percent of all threats
or attacksViolence between outsiders and
employees is increasing1 million workers are assaulted every yearAnger can lead to violence
Causes of Anger and Violence
Intrapersonal causes:e.g., frustration, stress, and fear
Interpersonal unresolved conflictsPhysical work environment:
e.g., space to work, noise, odors, temperature, ventilation, and color
Hostile work environment
Dealing with Your Anger
Use rational thinkingLook for positivesLook for the humor in the situation to help
defuse the angerUse assertive behaviorDevelop a positive attitude about how you
deal with angerUse an anger journal
Dealing with Anger of Others (1 of 2)
Never make any type of putdown statement
Don’t respond to anger and threats with the same behavior
Don’t give orders or ultimatumsWatch your nonverbal communication
Dealing with Anger of Others (2 of 2)
Realize that anger is natural and encourage people to vent in appropriate ways
Acknowledge the person’s feelingsGet away from the person if necessary
Signs of Potential Violence
Take verbal threats seriously
Watch nonverbal communication
Watch for stalking and harassment
Watch for damage to property
• Watch for indications of alcohol and drug use
• Include the isolated employee
• Look for the presence of weapons or objects that might be used as weapons
Organizational Prevention of Violence (1 of 2)
Train all employees to deal with anger and prevent violenceA written policy addressing workplace violenceBest preventive policy is a zero-tolerance policy
Quick disciplinary action against employees who are violent at work
Managers need to avoid using aggression at work
Organizational Prevention of Violence (2 of 2)
Organizations can screen job applicants for past or potential violence
Develop a good work environment that addresses the issues as causes of violence
Individual Prevention of Violence
Look for escalating frustration and anger to defuse the situation before it becomes violent
Never be alone with a potentially violent personNever stand between the person and the exitKnow when to get away from the person
Be aware of the organization’s policy for calling in security help
Report any troubling incidents to security staff
Conflict
Exists whenever two or more parties are in disagreement
Is inherent in an organizational systemCan increase as the workforce becomes
more diverseDealing with it is part of emotional
intelligence
Reasons for Conflict
Communications problems or conflicts arise for three primary reasons:
1. We fail to make our expectations known to other parties
2. We fail to find out the expectations of other parties
3. We assume that the other parties have the same expectations that we have
Conflict Has Benefits
Conflict can be beneficialA balance of conflict is essential to all
organizationsToo little or too much conflict is usually
considered a sign of management’s unwillingness or inability to adapt to a diversified environment
Conflict can lead to improved performance, for example:Challenging present methodsPresenting innovative change
Summary of Conflict Management Styles
Forcing Conflict Style: User attempts to resolve conflict by using aggressive behavior
Avoiding Conflict Style: User attempts to passively ignore the conflict rather than resolve it
Accommodating Conflict Style:
User attempts to resolve conflict by passively giving in to the other party
Compromising Conflict Style:
User attempts to resolve the conflict through assertive give-and-take concessions
Collaborating Conflict Style:
User assertively attempts to jointly resolve the conflict with the best solution agreeable to all parties.The problem-solving style
Initiating Conflict Resolution
Step 1. Plan to maintain ownership of the problem using the XYZ model
Step 2. Implement your plan persistently
Step 3. Make an agreement for change
The XYZ Model
The XYZ model describes a problem in terms of behavior, consequences, and feelings:
“When you do X (behavior),
Y (consequences) happens,
and I have Z (feelings).”
Responding to Conflict Resolution
Step 1. Listen to and paraphrase the problem using the XYZ model
Step 2. Agree with some aspect of the complaint
Step 3. Ask for, and / or give, alternative solutions
Step 4. Make an agreement for change
Mediating Conflict Resolution
Step 1. Have each party state his or her complaint using the XYZ model
Step 2. Agree on the problem(s)
Step 3. Develop alternative solutions
Step 4. Make an agreement for change and follow up
Your Personality and Interpersonal Dynamics (1 of 3)
People with the same personality type tend to get along better and have less conflict than those with different personality types
If you have a high surgency personality –watch your use of the critical parent ego statebe sure to give lots of positive strokes to help
human relationsbe careful not to use aggressive behavior to get
what you want
Your Personality and Interpersonal Dynamics (2 of 3)
If you have a high agreeableness personality,you tend to get along well with othersbe careful not to use the sympathetic parent ego
statewatch the appropriate use of the child ego state
Adjustment – is about how well you deal with your emotionsespecially anger