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. 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?
17
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