Conflict Resolution

[Audio] Civilian Human Resources Agency Conflict Resolution By Christopher Barnes, ABC-C,ICCOE ICPA May 16, 2024 at 1415 PM CST MS Teams Training Excellence Through Partnership Conflict Resolution.

[Audio] Agenda What is conflict resolution? Conflict Management Skills Conflict Resolution Skills Conflict Resolution Strategies Excellence Through Partnership.

[Audio] What is conflict resolution?. Civilian Human Resources Agency.

[Audio] What is conflict resolution? Solutions to problems Satisfying outcome Conflict resolution is the process in which two or more parties work toward a solution to a problem or dispute. The parties involved work together in a productive way to achieve a result that satisfies everyone involved..

[Audio] Disagreement over a task Employees not meeting expectations Experiencing creative differences Contrary to popular belief, all conflict in the workplace is not bad. For example: Small-level disagreements frequently happen in the workplace. These task-based disagreements are a natural part of working life, from a singular dispute in a meeting to a difference of opinion on a particular topic. Sometimes an employee may not meet the manager's expectations. This can include turning in work after the deadline to missing a task's essential details. There are many reasons these delegation conflicts occur, so it's vital that the manager listens to the employee and finds a solution that works for everyone Working in a team with creatives can provide an excellent opportunity to grow your professional skill set. However, strong creative opinions can cause conflicting voices, each envisioning different directions for a project. Remember that every innovative idea has positive motivations for helping the project succeed, so use that enthusiasm to resolve these workplace conflicts.

[Audio] Conflict Management Skills. Civilian Human Resources Agency.

[Audio] Conflict Management Skills Active Listening Emotional Intelligence Patience Active listening focuses on being attentive to what the other person has to say. This skill is commonly used by salespeople to better connect with customers during a pitch, but it's also a universal competency that any consummate professional should master. To practice active listening, the most important thing you can do is have an open mind (and open ears!). Additionally, be sure to ask questions when you're confused about a point and focus on identifying the other person's goals. PRO-TIP: When dealing with conflict, try to make note of the other person's phrasing. Then, respond using their same wording. This demonstrates that you were listening and helps clear up any confusion about the points being discussed. Emotional intelligence describes the ability to perceive and understand other peoples' emotions as well as your own. This skill is essential when managing conflict because it prevents the situation from escalating. If you can effectively interpret your opposition's emotions, it'll be easier to communicate with them without provoking them. PRO TIP: Recognizing and curtailing confusion, anger, and frustration from the conflict leaves space for everyone involved to think creatively and logically about a solution. Conflicts are rarely simple to overcome. If they were, there wouldn't be thousands of people searching for "conflict resolution" on the internet each month. Conflict resolution is so difficult because people don't like to be wrong and will often hold their stance on an issue because of it. If you're looking to resolve a conflict with a person like this, you'll need patience. It's important to keep in mind that the problem may not be solved right away, even if the solution is obvious. Ideally, you'll want to take the time to listen to every participant and value each argument evenly. PRO TIP: Even if there's a clear answer, rushing to a resolution can make people feel like they're left out in the decision-making process. Take the time to equally consider all options — it'll save you the headache later..

[Audio] Impartiality Positivity Open Communication Another reason conflicts can be difficult to resolve is because they don't always stay focused on the conflict itself. The conflict can sometimes serve as an opportunity to air previous grievances that have developed between the involved parties over time. Now, the problem at hand can't be resolved until the historical issues are addressed. In this type of situation, it's best to separate the conflict from the people who are involved with it. Don't focus on the people and their personal characteristics. Instead, look at the problem itself and center your energy on finding a solution. PRO TIP: While it might be important to work through those past issues at some point, don't deprioritize the situation at hand now to the older ones. Remember the mantra: Important vs. urgent. IMPORTANT activities have an outcome that leads to the achievement of your goals (professional or personal). URGENT activities that demand immediate attention and are often associated with achieving someone else's goals. It's hard to come to agree on a solution if no one is happy about it. Even if you do agree, a half-hearted compromise doesn't motivate you to actually follow through on your end of the bargain. This can even provide a participant with an excuse to avoid dealing with the conflict altogether. Being positive with your conflict management actions is a great way to keep the conversation moving forward. Conflicts are full of roadblocks and you'll need to be willing to overcome them if you want to come to a resolution. PRO TIP: Having a positive attitude going into the conflict can help other participants who may be wary of the interaction feel more at ease. Relationships between the people involved in a conflict don't always go back to normal when a problem is resolved. This relationship needs to be nurtured after a solution is found in order to prevent future issues from arising. If new challenges arise, a precedent of open communication should make it easier for participants to address the roadblock without risking any progress they've previously made. PRO TIP: Open communication is crucial for fostering healthy relationships and ensuring agreement upholding. Understanding conflict management skills can prevent escalation, but it's essential to apply these skills in action when conflicts arise, resulting in effective resolutions..

[Audio] Conflict Resolution Skills. Civilian Human Resources Agency.

[Audio] Conflict Resolution Skills Use “yes, and” Statements Don’t point fingers Let the person explain themselves, and actively listen Use “I” Statements Maintain a calm tone The management skills that we listed here are crucial for conflict resolution because they help produce effective, long-term solutions. Applying these skills at the right time and in the right situation will help reduce miscommunication and create more opportunities for participants to reach common ground. If you're not quite sure how you can best use these skills to resolve your disputes, take a look at these tips we recommend considering when approaching your next conflict. In conflicts, it's common to defend oneself, but instead of defensiveness, view an attack as an opportunity to understand another's perspective, even if you don't agree with them. PRO TIP: Try changing those "I hear you, but" statements into "Yes, I understand, and" statements that build off one another, rather than tearing each other down. Jumping on the offensive is disrespectful and creates a negative foundation, making it difficult to find solutions. Avoid blaming others or creating unsafe spaces for opinion. PRO TIP: The best way to solve a conflict is by allowing each person to frame their argument without being blamed or shut down. After all, you wouldn't appreciate the same being done to you, either. Listening is crucial in conflict resolution, but it's often overlooked. While it may seem like expressing your argument, the long-term satisfaction of airing out isn't worth it. PRO TIP: Let the other person explain themselves, uninterrupted. You may find that you misinterpreted their original argument and you'll be more equipped to handle compromising or collaborating on a new solution. Similar to pointing fingers, a series of statements that begin with "you" can come across as blaming. Conflict shouldn't be about what the other person is doing wrong. It's about what you believe you're doing right and how to get the other side to understand. Thus, using "I" statements make your argument more about your emotions, opinions, personal beliefs, and morals, rather than about all the things you don't like about the opposing party. So one can disagree with opinions or feelings you believe or standby, plus they make for a more respectful debate that reminds all parties that cognitively complex humans are involved. Pro Tip: Use "I feel like I'm not getting the chance to explain myself" rather than "You're not listening to me" or something similar. This strategy can really transform your conversation. Maintaining a calm and rational mindset is crucial for conflict resolution. It's challenging to discern someone else's perspective, so practice maintaining a respectful tone. During meetings, be prepared to consider different viewpoints and be prepared to discuss with consideration for both parties. Pro Tip: Wait until you've let out your emotions before you plan a time to meet and discuss with the opposing party. You're allowed to yell, cry, vent, or whatever else you need before the conversation takes place — but not during it..

[Audio] Conflict Resolution Strategies. Civilian Human Resources Agency.

[Audio] Conflict Resolution Strategies Accommodating Avoiding Collaborating Competing Compromising Image result for head set telephone clipart The Thomas-Kilmann Model, which is used by multiple HR Professionals worldwide, outlines five conflict resolution strategies, ranging from assertive to cooperative, based on assertiveness and cooperativeness, with no right or wrong strategy, and appropriate timing for each. The accommodating style is often used when individuals desire unassertive and cooperative behavior, but it's particularly effective in strategically lost battles to win the war. Example: If a colleague or customer complains about a process but not the outcome, such as a PDF report being delivered in a different format, accommodating the request shows helpfulness and solutions-orientedness. Delivering the correct report quickly earns bonus points. The avoiding conflict strategy is a passive approach used by individuals who prefer to avoid conflict, avoiding it unless it's a significant issue or a one-time mistake, aiming to prevent further escalation rather than addressing the issue at hand. Example: A conflict you might avoid in the workplace is when someone drinks the last of the water from the water cooler without replacing the water container. If it's a one-time issue, leave it be. It's likely not worth the 2-minute discussion in the all-hands meeting. The collaborative style of conflict resolution is a cooperative and assertive approach that ensures all parties are heard and the chosen solution is mutually beneficial for all parties involved. Example: We have seen this kind of collaboration between both Branches 6 and 7. We may handle the MEDCOM claims and they manage the DHA submissions. The competing conflict style is an assertive and uncooperative approach to resolving grievances, often leading to positive or negative outcomes, and is not suitable for making new friends. Example: You might see a competing conflict management strategy used when negotiating deals. Lawyers may use this strategy to get the best legal outcome for their client at the expense of the other party. A competing strategy works here because it's highly unlikely that the lawyer will cross paths with the opposing party again, so there's no relationship to maintain or salvage later. Compromise is a strategy used in conflicts where assertiveness and cooperation are crucial for a solution. It's often used when time is limited and everyone's opinions aren't heard, focusing on urgent facts to reach a workable decision. Example: A team might compromise on a solution to cancel an event at the last minute due to issues with the venue. While it may not be the best solution for revenue, prolonging the conflict doesn't help the situation. So a compromise to cancel the event and figure the rest out later is the best solution for customers, employees, and vendors. In any of the strategies mentioned think about Setting Boundaries and maybe think about having a third-party weigh-in due to emotions that stems from the conflict itself..

[Audio] Summary Addressing conflict is crucial for strengthening relationships and expressing expectations. By understanding and applying effective conflict resolution strategies, individuals can determine when to avoid conflict and when to address it, resulting in improved relationships with coworkers and customers..

[Audio] Questions. Civilian Human Resources Agency.

[Audio] References HubSpot https://blog.hubspot.com/service/conflict-resolution-skills Indeed https://uk.indeed.com/career-advice/career-development/workplace-conflict-examples Churchill Leadership Group https://churchillleadershipgroup.com/urgent-versus-important-use-time-effectively/.