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

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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. Prevent

2. Stop

3. Define the Problem

4. Determine Ideal Outcomes

5. 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

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Questions?

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Conflict in the Workplace

Contact Align

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Mona Lee Pearl 307-772-9100pearl@TheAlignTeam.org

www.TheAlignTeam.org