Managing Workplace Conflict

Conflict
Conflict is derived from the Latin word Confligere, i.e., to strike together.

Defining Conflict

Conflict is the sharp disagreement and opposition of ideas. Conflict is the general word we use for a contest, a struggle, a quarrel. Conflict is the emotional disturbance resulting from a clash of interests. Conflict can be a storm in the workplace.

Common Ways to Deal With Conflict

Violence Avoidance Adjudication Negotiation Mediation

The Truth About Workplace Conflict

You cant avoid it You cant eliminate it You cant wish it away You can only understand it and manage it

Dont Be Afraid of Conflict

Conflicts are like office gifts:

Conflicts can open lines of

communication.

Conflicts can be viewed as symptoms of larger workplace problems. Conflicts can let you address issues before they become problems.

Some Causes of Workplace Conflict

Workplace Stress Workplace Negativity

Communication Obstacles Lack of Community

Defining Stress

Stress is a force exerted upon a body that tends to strain or deform its shape. Stress manifests itself as mental or physical tension or strain.

Defining Stress

Physical expression of a psychological need that has not been met. Simply not having ones needs met.

Stress
Common Concerns: Family Health Career Safety Societal Time Change

Work Changes Can Cause Stress

Change can be: Uncomfortable Unpredictable Unsafe Unmanageable Unstructured And ???

Tips for Overcoming Fear of Change

Communicate Changes to Employees Reevaluate the new goals and values Increased knowledge reduces stress Focus on new opportunities

Communicate values
Increase respect

Be patient

Individual Stress Relievers

Exercise more
Meditate deeper Eat better Sleep well Talk to people

Pray together
Sing-a-long Dance the jig Read a book Laughter

The Average Child Laughs or Smiles 400 Times a Day The Average Adult Laughs or Smiles 15 Times a Day

Laughter stimulates a mild to moderate cardiovascular workout. Laughter produces endorphins, which counteract stress hormones. Laughter optimizes the immune system. Laughter reduces self-consciousness and boosts selfconfidence. Laughter relaxes muscles and helps fight the pain associated with muscle tension.

Workplace Stress Relievers

Take a short break Go on vacation Take a stress class Do exercises at work Eat lunch with a friend Get active in work committees Volunteer for team assignments Talk to your EAP Counselor

Stress Information Websites

www.stress.org www.unl.edu/stress www.imt.net/randolfi/ stressLinks.html

Better and Frequent Communication lowers stress in the workplace

Negativity in the Workplace

Negativity is an attitude of doubt, question, and anger. Negativity is just like the flu . . . it spreads quickly to peers, customers and clients.

The Garden of Negativity

Negativity:

Like weeds in a garden- it will not go away by itself. Change and stress help to fertilize the negativity in your workplace.

Some Causes of Negativity

Experiencing increased change Feeling a lack of control Hearing rumors Having work helplessness Experiencing jealousy, self-doubt and fear Feelings of isolation Having no work focus or agency mission

Dealing With Rumors

Rumors and gossip increase workplace negativity. Dont feed into the negativity. Meditation on dealing with rumors:

I was born where I was born. I was given the gifts I was given. I was granted the opportunities that are mine. My goal in the world is to be the best me that I can be. I have no desire to be anyone other than myself. Gossip, lies and slander will not bother me.

Tips for Dealing With the Chronic Complainer

Listen and acknowledge

Dont get caught in the never or always cycle

Dont agree with the complaint

Avoid the blame and justify State facts without apology Ask for solutions Show the list of complaints

Tips for Dealing With the Chronic Worrier

Listen to concerns Address the easy issues

Suggest a mentor
Enroll in stress reduction classes Push teamwork Refer to EAP

Tips for Dealing With Angry Employees

Dont get angry

Diffuse the anger Dont agree Let the person talk Move toward problemsolving Refer to EAP

Tips for Dealing With Difficult Managers

Avoid negative attitude transference to boss Expect rough days Dont nurse a small gripe into a huge issue Select the right time to approach the boss Dont go over the boss head without communicating first Dont let the boss intimidate

Tips for Dealing With Difficult Managers

Your boss is not your buddy If you make a mistake, clear the air quickly Not all bosses enjoy being the boss If possible, make the boss your mentor Maintain open and honest communication with your boss Dont be negative with others about the boss

Coping With Difficult Situations

Assess the situation am I dealing with a difficult person or a difficult situation? What am I willing to accept about this person or situation? Should I put some distance between me and the person or situation?

Deal With Workplace Negativity

Negativity: Wastes time Damages relationships Destroys productivity Negativity also: Damages creativity and innovation Diminishes workplace morale Defeats empowerment-that is not my job

How to Channel Negative Energy

Suggestion boxes Team group awards Quality groups

Websites
Management feedback Employee concerns program Community improvement awards

Positivity in the Workplace

Positivity is as contagious as negativity Better communication decreases negativity and increases positivity in your workforce Work toward creating a positive attitude among your peers, employees, customers and clients

Positivity in the Workplace

Be likeable Be respectful Dont aggravate the situation Dont force people to be defensive Dont always try to find fault Be willing to lose a battle to win a war Be patient Smile

Tips For Building a Positive Work Attitude

Build a positive attitude in another environment Talk about positive things Look for good things in the people you work with Look for good things in your organization Avoid financial problems Avoid negative attitude traps of fellow workers Make frequent self-assessments

Be Careful of Too Much Positivity

Communication Obstacles
Diversity . . . Race & ethnic Religious Cultural Gender Personality Physical Work style Generational

Work-Style Diversity

Work-style differences lead to conflict. Workers are like singers, each has a different voice.

Try to harmonize your employees work-styles.

Exercise #1 Work-styles
What is your work-style?
The purpose of this exercise is to find your most dominant working style. There is no right or wrong work-style and several of the following choices may appeal to you because your style is a combination of different work-styles.
Adapted From Your Working Styles by Commissioner Lynn Sylvester, FMCS

Exercise Instructions
There are five statements to follow, each with four possible endings to complete each statement. For this exercise please read each statement and order your responses 1 through 4 with 1 being the response which best describes you and 4 being the response which least describes you.

Score Sheet
Score it this way:
1. 2.

3.
4. 5.

a. a. a. a. a.

b. b. b. b. b.

c. c. c. c. c.

d. d. d. d. d.

Totals Add the columns for a, b, c, and d Your lowest scored column is your dominant style.

1. When Performing a Job, It Is Most Important to Me To:

a. Do it correctly, regardless of the time involved. b. Set deadlines and get it done.

c. Work in a team, cooperatively with others. d. Demonstrate my talents and enthusiasm.

2. The Most Enjoyable Part of Working on a Job Is:

a. The information you need to get the work accomplished. b. The results you achieve when its done.

c. The people you meet or work with.

d. Seeing how the job contributes to future progress.

3. When I Have Several Ways to Get a Job Done, I Usually:

a. Review the pros and cons of each way before choosing. b. Choose a way that I can begin to work on immediately. c. Discuss the ways with others and choose the most favored. d. Review the ways and follow my gut sense about what will work best.

4. In Working on a Long Term Project, its Most Important to:

a. Understand and complete each step before going to the next step. b. Seek a fast, efficient way to complete the job. c. Work with others in a team on the project. d. Keep the work stimulating and exciting.

5. I Am Willing to Take a Risky Action If:

a. There are facts to support the action. b. It gets the job done. c. It will not hurt others feelings. d. It feels right for the situation.

Work-Style Diversity
Four main styles Analytical Driver Amiable Expressive
Each style is critical to your mission

My Score Sheet
1.

2.
3. 4. 5.

a. a. a. a. a.

4 4 3 4 4

b. b. b. b. b.

3 2 1 2 2

c. c. c. c. c.

2 3 4 3 3

d. d. d. d. d.

1 1 2 1 1

Totals a. 19 b. 10 c. 15 d. 6 Four different styles:

a. Analytical b. Driver c. Amiable d. Expressive

My dominant style is d. Expressive

Analytical

Does the job correctly Likes facts and figures Focus on steps and objectives Seeks logical explanations Needs structure, order and rules Works independently

What Analyticals Like

Perfection Autonomy Consistency Practicality Lots of information Structured work environment

What Analyticals Dislike

Over-assertiveness Carelessness Arrogance Emotionalism Fakes Change

Driver

Gets the job done

Likes results Focuses on the job Always seeks the most efficient way Likes to lead the team

What Drivers Like

Control Responsibility Mastery Loyalty Fast pace

Punctuality
Speedy work environment

What Drivers Dislike

Ambiguity Irreverence Laziness Emotionalism

Tardiness
Excuses

Amiable

Works cooperatively
Likes people and fairness Focuses on process Seeks informality Enjoys teamwork

What Amiables Like

Popularity Closeness

Affirmation
Kindness Caring Happy work environment

What Amiables Dislike

Insensitivity Dissension Insincerity Egotism

Expressive

Works with great enthusiasm Has vision

Focuses on hunches
Needs stimulation Chafes under structure, order and rules Risk taker

What Expressives Like

Attention Achievement Recognition Adventure Excitement Spontaneity Fun work environment

What Expressives Dislike

Lack of enthusiasm
Waiting

Indecision
Convention Tradition Rules and regulations

Generational Diversity
People resemble their times more than they resemble their parents

Veterans 1922-1943 Baby Boomers 1944-1960 Gen Xers 1961-1980 Nexters 1981-

Every Generation Has a Personality

Current events Economy Heroes Music Movies and television Politics Business and management styles

List the events that shaped you

Veterans: 1922-1943
Core Values Dedication/sacrifice Hard work Conformity Law and order Respect for authority Patience Delayed reward Duty before pleasure Adherence to rules Honor

Veterans 1922-1943
Shared Culture:

Kewpie Dolls Mickey Mouse Flash Gordon The Golden Era of Radio

Wheaties Charlie McCarthy Tarzan Jukeboxes Blondie The Lone Ranger

Veterans 1922-1943
Workforce Assets:

Stable Detail Oriented Thorough Loyal Hard working

Veterans 1922-1943
Workforce Liabilities:
Dislikes Ambiguity and

Change Reluctant to Buck the System Uncomfortable with Conflict Reticent to disagree

Messages to Motivate Veterans

Your experience is greatly respected here. It is valuable to the rest of us to hear what has worked and not worked in the past. Your perseverance is valued and will be rewarded. Teach me!

Baby Boomers 1944-1960

Core Values:

Optimism Team Orientation Personal Gratification Health and Wellness Personal Growth Youth Work Involvement

Baby Boomers 1944-1960

Shared Culture:

Slinkies TV Dinners Laugh-in Hula Hoops The Mod Squad Peace Sign

Ed Sullivan Show Quonset huts Fallout shelters Poodle skirts and Pop Beads

Baby Boomers 1944-1960

Workforce Assets:

Service Oriented Driven to Achieve Willing to Go the Extra Mile Very Good at Relationships Wants to Please Good Team Players and Team Builders Likes Group Training

Baby Boomers 1944-1960

Workforce Liabilities:

Uncomfortable with Conflict Not naturally budget-minded Reluctant to Go Against Peers May put Process ahead of Results Overly Sensitive to Feedback Judgmental of those who see things differently Self-centered

Messages to Motivate Baby-boomers

Youre very important to our Success. Youre valued here. Your Contribution is Unique and Important. We need You. I Approve of You. Youre Worthy!

Gen Xers 1960-1980

Core Values:

Diversity Thinking Globally Balance Techno-literacy Fun Informality Self-reliance Pragmatism

Gen Xers 1960-1980

Shared Culture:

The Simpsons Dynasty ET Cabbage Patch Dolls Take-out Food

The Brady Bunch Pet Rocks Sea Monkeys Platform Shoes

Gen Xers 1960-1980

Workforce Assets:

Very Adaptable Techno-literate Independent Un-intimidated by Authority Good Multi-tasking ability Creative Focused on the Future

Gen Xers 1960-1980

Workforce Liabilities: Very Impatient Poor People Skills Inexperienced Cynical Uncomfortable with Office Politics

Messages to Motivate Gen Xers

Do it your way! Weve Got the Newest Hardware and Software and here it is. There arent a lot of rules here. Were not very corporate. We have almost no staff meetings. Do it your way again!

Nexters 1981Core Values:

Optimism Civic Duty Confidence Achievement Sociability Morality Street Smarts Diversity

Nexters 1981Shared Culture:

Pogs American Girl Dolls Oprah and Rosie The Spice Girls The X Games

Barney Teenage Mutant Ninja Turtles Tomagotchi Beanie Babies

Nexters 1981Workforce Assets: Collective Action Optimism Tenacity Heroic Spirit Great Multitasking abilities Technologically savvy

Nexters 1981Workforce Liabilities:

Need for Supervision Inexperience Difficulty with people Issues

Messages to Motivate Nexters

Youll be Working with Other Bright, Creative and Interesting people. Your Boss is in his (or Her) Sixties. You and your Co-workers can help turn this Organization Around. You Can Be a Hero Here. Let Me Teach You!

Showdown at Generation Gap

While watching this video write down an incident in your workplace where generational differences interfered with the work Share with the group

The Importance of Workplace Community

Building Bridges of Communication in the workplace Esprit de Corp Fellowship A Support Network More Focus on the Mission Less Employment Turnover

Workplace Communities
Workplace communities increase channels of communication which in turn lower stress and decrease negativity. Build these communities!

Tips for Building a Community

Work/Team Groups Recreation Association Sport Clubs Union Support Award Programs and Lunches Informal Trainings Newsletter Clothing, coffee mugs, work toys and Tzachkes

Why Care About Work Conflicts

Decreased Performance Increased Turnover Decreased Ability to Recruit Increased Grievances and Complaints Decreased Ability to Manage Leave Programs Increased Violence in the Workplace

Chinese Philosopher Lao Tzu Said

Always we hope someone else has the answer. Some other place will be better. Some other time it will all turn out. This is it. No one else has the answer. No other place will be better, and it has already turned out. At the center of your being you have the answer Search your heart and see the way to do is to be.

Positive Work Environment

A Happy and Productive Workforce doesnt happen by itself . . . It takes a lot of hard work and a great deal of effort by everyone. The reward is worth the effort.

Conflicts Can Be Managed

Thank You For Participating

Presenter- Michael H. Stein
Acting Chief, Employee and Labor Relations Services OHRM/ITA/DOC Former Sr. LER Specialist-USDA/FFAS & FSIS Former Attorney-Advisor (Labor) and LER SpecialistU.S. Federal Energy Regulatory Commission Former Executive Vice President and Chief StewardNTEU, Chapter 208, U.S. Nuclear Reg. Commn
Phone- 202 482-2274 E-mail- mike_stein@ita.doc.gov

Managing Workplace Conflict

Prepared and Presented by Michael Stein