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© Business & Legal Reports, Inc. 1004
Alabama Retail is committed to partnering with our
members to create and keep safe workplaces.
Be sure to check out all of the training tools that are available in our Safety
Library.This training tool is brought to This training tool is brought to
you byyou by
Conflict Resolution and Consensus Building
© Business & Legal Reports, Inc. 1004
Session Objectives
Recognize the impact of workplace conflict
Identify common causes of conflict
Understand how positive communication helps prevent conflict
Resolve conflicts successfully
Build consensus among employees
© Business & Legal Reports, Inc. 1004
Prequiz: How Much Do You Know?
Workplace conflict is always bad.
Conflict is always based on personality clashes between employees.
There is little you can do to prevent workplace conflict.
The best way to deal with conflict is to ignore it.
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What Is Conflict?• A disagreement or dispute
• It’s inevitable
• Between groups or individuals
• Not necessarily destructive
• All can be resolved
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© Business & Legal Reports, Inc. 1004
HEALTHYCOMPETITION
Benefits of Well-Managed Workplace Conflict
CREATIVITY
INNOVATIONDIVERSITY
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© Business & Legal Reports, Inc. 1004
• Reduced productivity
• Lower morale
• Increased absenteeism
• Greater turnover
• “Wildfire” effect
• Increased risk of violence
Damage Caused by Poorly Managed Conflict
• Reduced productivity
• Lower morale
• Increased absenteeism
• Greater turnover
• “Wildfire” effect
• Increased risk of violence
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WORK STYLESDIFFERENT GOALSPERSONALITY TYPES
Common Causes of Workplace Conflict
POORCOMMUNICATION
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© Business & Legal Reports, Inc. 1004
PRESSURESDIFFERENT NEEDSFUNCTIONSPERCEPTIONS
Common Causes of Workplace Conflict (cont.)
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© Business & Legal Reports, Inc. 1004
Five Basic Options for Addressing Conflict
Evasion
Surrender
Competition
Compromise
Collaboration
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Conflict Assessment Checklist
• Who?
• What?
• Why?
• Policy?
• Who?
• What?
• Why?
• Policy?
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Conflict Assessment Checklist (cont.)
• Intervention?
• Consequences?
• Consultation?
• Solutions?
• Intervention?
• Consequences?
• Consultation?
• Solutions?
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© Business & Legal Reports, Inc. 1004
Teach Employees to Send Clear Messages
• Think before you speak
• Use first-person statements
• Avoid finger-pointing
• Practice difficult messages
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© Business & Legal Reports, Inc. 1004
Teach Employees to Send Clear Messages (cont.)
• Be honest
• Provide information
• Use positive language
• Avoid negative patterns
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© Business & Legal Reports, Inc. 1004
Teach Employees to Listen• Don’t interrupt
• Pay attention
• Be receptive
• Watch body language
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© Business & Legal Reports, Inc. 1004
Teach Employees to Listen (cont.)
• Show you’re listening
• Use imagination
• Ask questions
• Restate
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© Business & Legal Reports, Inc. 1004
Exercise
Understand the benefits and disadvantages of conflict?
Recognize common causes of conflict?
Assess conflicts accurately?
Address conflict productively?
Teach employees good communication skills?
How Well Do You Manage Conflict?Should You:
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Do you understand:• What conflict is?• Benefits of constructive
conflict??• Damage caused by poorly
managed conflict?• Basic options for
addressing conflict?• Conflict assessment checklist?• Communication skills that help
prevent conflict?
ReviewDo you understand:• What conflict is?• Benefits of constructive
conflict??• Damage caused by poorly
managed conflict?• Basic options for
addressing conflict?• Conflict assessment checklist?• Communication skills that help
prevent conflict?
© Business & Legal Reports, Inc. 1004
Conflict Resolution Process
Call a meeting
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Establish rules
Define the problem
Develop solutions
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Conflict Resolution Process (cont.)
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Select the best solution
Develop an action plan
Implement and monitor the plan
Evaluate process and result
© Business & Legal Reports, Inc. 1004
Resolving Recurring Conflicts• Identify participants
• Speak to each individually
• Bring participants together
• Summarize conflict
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© Business & Legal Reports, Inc. 1004
• Recognize signs
• Break cycle
• Teach conflict resolution
• Monitor progress
Resolving Recurring Conflicts (cont.)
• Recognize signs
• Break cycle
• Teach conflict resolution
• Monitor progress
© Business & Legal Reports, Inc. 1004
Mediating Personality Conflicts
• Let employees know they are valuable
• Explain how work is affected
• Let them work it out
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© Business & Legal Reports, Inc. 1004
Mediating Personality Conflicts (cont.)
• Get commitment
• Monitor the situation
• Take action if necessary
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© Business & Legal Reports, Inc. 1004
Building Consensus: What Is It? Why Is It Important?
• Must be inclusive
• Requires facilitation
• Must be specific
• Enhances overall interaction
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© Business & Legal Reports, Inc. 1004
Define issueEstablish rulesGet inputReach agreementSummarize
Basic Building Blocks
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Failing to define issuesNot establishing rulesNot including all viewpointsBargaining with dissentersPushing your own agenda
Building Consensus:Common Mistakes
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Call a meeting
Establish rules
Define the problem
Develop solutions
Select the best solution
Develop an action plan
Implement & monitor the plan
Evaluate process & result
Identify the Steps in the Conflict Resolution Process:
© Business & Legal Reports, Inc. 1004
Do you understand:• Conflict resolution process?• Resolving recurring
problems?• Mediating conflicts?• What consensus is
and why it’s important?• Basic building blocks
for consensus?• Common mistakes when
building consensus?
ReviewDo you understand:• Conflict resolution process?• Resolving recurring
problems?• Mediating conflicts?• What consensus is
and why it’s important?• Basic building blocks
for consensus?• Common mistakes when
building consensus?
© Business & Legal Reports, Inc. 1004
Key Points
Workplace conflict is inevitable.
You can create a positive atmosphere.
Building consensus leads to group success.