Feedback and Conflict

Objective 2.01: Differentiate between positive and negative interpersonal

skills in a variety of workplace settings.

• Conflict is inevitable. Because people come to any given situation with individual ideas, visions, values, and goals, conflict will arise. If handled properly, conflict can move a group to creative solutions that may potentially result in greater outcomes.

Characteristics of feedback

• Constructive– Private– Addresses behavior– Specific– Prompt– Positive– Suggests actions to

solve the problem

• Destructive– Public– Addresses personal

characteristics– General– Delayed– Negative– No solutions offered

Steps for effectively handling a problem

1. Identify and analyze the problem.

2. Collect and analyze data.

3. Consider possible solutions.

4. Choose the best option.

5. Implement the plan.

6. Observe, evaluate and adjust the plan as needed.

• Importance of feedback/constructive criticism:

a. Prevents costly mistakes/accidents

b. Provides opportunity for improving work performance

• Routes of feedback/constructive criticism:

– Oral/verbal– Written performance evaluations– Visual

Steps to provide constructive feedback

• Tact

• Sandwich technique:– Compliment– Criticism– Compliment

Responses to feedback

• Positive:– Make sure that

you understand the feedback.

– Identify the solution(s).

– Take action.

• Negative– Defensiveness– Denial– Emotional display

“I” Statements

I feel _______________________

When you ___________________

Because _____________________

And I want ___________________.

Conflict resolution model

• Define the problem.

• Suggest possible solution(s).

• Evaluate the possible solution(s).

• Compromise.

• Seek mediation/arbitration if the conflict cannot be resolved.

Complaints

a. Ask for an informal meeting.

b. File a complaint properly; complaint letter.

c. Turn to outside agencies.

1.) Wages and hours –Employment Standards Administration (ESA), was the largest agency within the U.S. Department of Labor. Its four subagencies enforced and administerered laws governing legally-mandated wages and working conditions, including child labor, minimum wages, overtime pay, and family and medical leave; equal employment opportunity