Chief Officer Training Curriculum

United States Fire Administration

Chief Officer Training Chief Officer Training CurriculumCurriculum

Human Resource Human Resource DevelopmentDevelopment

Module 5: Managing Module 5: Managing Workforce ConflictWorkforce Conflict

HRD 5-2


ObjectivesObjectives

Articulate sources of interpersonal Articulate sources of interpersonal conflict within the workplaceconflict within the workplace

Compare and contrast interest-Compare and contrast interest-based and position-based based and position-based negotiationnegotiation

Apply basic mediation skills that Apply basic mediation skills that result in a “win-win” solutionresult in a “win-win” solution

HRD 5-3


ObjectivesObjectives(continued)(continued)

Identify sources of conflict in Identify sources of conflict in labor/management relationshipslabor/management relationships

Analyze and resolve conflict-based Analyze and resolve conflict-based scenariosscenarios

HRD 5-4


Change in PerspectiveChange in Perspective

You now look at everyday tasks, You now look at everyday tasks, activities, and issues from a different activities, and issues from a different perspective. perspective.

HRD 5-5


Relationship RequirementsRelationship Requirements

CommitmentCommitment A relationship based on trustA relationship based on trust A work environment that is A work environment that is

collaborative and absent of power-collaborative and absent of power-sharing concernssharing concerns

HRD 5-6


Relationship RequirementsRelationship Requirements(continued)(continued)

Labor and management to work Labor and management to work together to build organizational together to build organizational policies and training requirementspolicies and training requirements

Frequent, substantial, thorough, Frequent, substantial, thorough, and multidirectional and multidirectional communicationcommunication

HRD 5-7


Relationship Maintenance TipsRelationship Maintenance Tips

Do not let Do not let relationships relationships deteriorate deteriorate

Anticipate and Anticipate and prepare for conflict prepare for conflict

Consider possible Consider possible outcomes of outcomes of decisions before decisions before implementationimplementation

Eliminate the Eliminate the perception of secrecyperception of secrecy

HRD 5-8


Relationship ErosionRelationship Erosion

Erosion in labor/management Erosion in labor/management relationships does not happen relationships does not happen overnightovernight

Once eroded, it takes a long period of Once eroded, it takes a long period of time to rebuildtime to rebuild

HRD 5-9


Arbitration and LitigationArbitration and Litigation

Both can be expensiveBoth can be expensive Decisions are finalDecisions are final Time consumingTime consuming Creates a volatile work atmosphereCreates a volatile work atmosphere Produces resolutions that might be Produces resolutions that might be

unsatisfactory to one or both unsatisfactory to one or both partiesparties

Can substantially injure the Can substantially injure the labor/management relationship labor/management relationship even furthereven further

HRD 5-10


Activity 5.1: Activity 5.1: Labor and Labor and Management IssuesManagement Issues

Time:Time:Total time – 25 minutesTotal time – 25 minutesDiscussion time – 15 minutesDiscussion time – 15 minutes

Purpose:Purpose:

To help students identify sources of To help students identify sources of conflict in labor/management conflict in labor/management relationships.relationships.

HRD 5-11


Activity 5.2: Personnel Activity 5.2: Personnel Problems Problems Sources of ConflictSources of Conflict

Time:Time:Total time – 30 minutesTotal time – 30 minutesDiscussion time – 20 minutesDiscussion time – 20 minutes

Purpose:Purpose:

To identify sources and solutions of To identify sources and solutions of interpersonal conflict within the interpersonal conflict within the workplace.workplace.

HRD 5-12


Interest- versus Position-Based Interest- versus Position-Based NegotiationsNegotiations

Position-based negotiation is based Position-based negotiation is based on WHAT people want; interest-on WHAT people want; interest-based negotiation deals with WHY based negotiation deals with WHY they want it. they want it.

HRD 5-13


Position-Based NegotiationsPosition-Based Negotiations

Position-based negotiation can work Position-based negotiation can work well for bargaining over something well for bargaining over something that is easily divided, like money. that is easily divided, like money.

HRD 5-14


Position-Based Negotiation Position-Based Negotiation (continued)(continued)

Is not the preferred method for Is not the preferred method for personnel conflicts.personnel conflicts.

HRD 5-15


Interest-Based NegotiationInterest-Based Negotiation

Focuses on the parties’ interests Focuses on the parties’ interests instead of positions and can result in instead of positions and can result in mutual gain. mutual gain.

HRD 5-16


Activity 5.3: Activity 5.3: Position- and Position- and Interest-Based NegotiationInterest-Based Negotiation

Time:Time: Total time – 50 minutesTotal time – 50 minutes Discussion time – 10 minutesDiscussion time – 10 minutes

Purpose:Purpose: To compare and contrast position To compare and contrast position

and interest-based negotiation and interest-based negotiation methodsmethods

Practice negotiation techniquesPractice negotiation techniques

HRD 5-17


MediationMediation

Use mediation for conflicts Use mediation for conflicts involving two or more individuals involving two or more individuals who have lost the ability to who have lost the ability to communicate or reach an communicate or reach an agreementagreement

Do not use mediation for low-level Do not use mediation for low-level disputes, victimization, or violation disputes, victimization, or violation of department policiesof department policies

HRD 5-18


Mediation Model StepsMediation Model Steps

1: State purpose and ground rules1: State purpose and ground rules2: Tell story in turn2: Tell story in turn3: List the issues3: List the issues4: Sort issues4: Sort issues5: Generate solutions5: Generate solutions6: Prioritize solutions6: Prioritize solutions7: Select solution7: Select solution8: Close and follow through8: Close and follow through

HRD 5-19


Activity 5.4: Activity 5.4: Mediation Role Mediation Role PlayPlay

Time:Time: Total time – 30 minutesTotal time – 30 minutes Discussion time – 10 minutesDiscussion time – 10 minutes

Purpose:Purpose: To gain experience in negotiation To gain experience in negotiation

and mediationand mediation To apply basic mediation skills that To apply basic mediation skills that

result in a “win-win” solutionresult in a “win-win” solution

HRD 5-20


SummarySummary

We learnedWe learned Conflict resolution skills Conflict resolution skills A chief officer has a different perspective A chief officer has a different perspective

than the labor force and issues sometimes than the labor force and issues sometimes resultresult

To identify and resolve interpersonal To identify and resolve interpersonal conflict within the workplace conflict within the workplace

When to use position and interest-based When to use position and interest-based negotiations negotiations

How and when to use the mediation model How and when to use the mediation model to resolve conflict with winning solutionsto resolve conflict with winning solutions

Chief Officer Training Curriculum

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