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The Good, the Bad and the Ugly Dealing with Conflict in the Workplace Mona Lee Pearl
The Good, the Bad and the Ugly
Dealing with Conflict in the Workplace
Mona Lee Pearl
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Mona Lee Pearl, SPHR
• HR Consultant for Wyoming SBDC
• EVP of Align
• MS in Management; emphasis in HR Management
• Certified Senior Professional in HR (SPHR)
• Over 30 years of experience as a leader, manager, consultant and trainer
Conflict in the Workplace Page #
Objectives
• Define conflict and what role different positions play in dealing with conflict
• Review the five-step process for dealing with conflict in the workplace
• Examine an HR professional’s role as a facilitator
• Review the communication model for achieving better communication
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What is Conflict?•Communication•Problem Solving
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Purpose
• Everyone has a right to work in an environment free from:– Harassment– Discrimination– Acts of violence
Your Role as HR Professional
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Your Role as a Participant
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The 5 Steps
1. Prevent2. Stop3. Define the Problem4. Determine Ideal Outcomes5. Negotiate
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Step 1: Prevent•EQ or people skills•Problem solving skills
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Step 2: Stop•Take a break•Remove the emotion
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Step 3: Define the Problem
• Emotion may cloud the real issue
• Effective communication is essential
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Active Listening• Listen without forming a response• Don’t make assumptions• Minimize distractions• Ask for clarification
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Step 4: Determine Ideal Outcomes• What is the ideal outcome for each party?• What is the probability each person will get what they want?
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Step 5: Negotiate a Compromise• What are the common, overlapping goals? •What can each person live with?
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HR Pro as Facilitator• Remain neutral•Don’t allow people to gang up
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How do I put the pieces together? • Working with emotion• Practicing conflict resolution• Making a plan
Conflict in the Workplace
Questions?
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