Introduction A pessimist sees difficulty in every opportunity; an - PDF document

Feb 02, 2023 •309 likes •407 views

3/2/2018 Conflict Resolution Difficult Patients Difficult Employees Section I Introduction A pessimist sees difficulty in every opportunity; an optimist sees the opportunity in every difficulty. - Sir Winston Churchill 2 Conflict

3/2/2018 Conflict Resolution Difficult Patients – Difficult Employees Section I Introduction “A pessimist sees difficulty in every opportunity; an optimist sees the opportunity in every difficulty.” - Sir Winston Churchill 2 Conflict • Part of organization • Arises because people care • Beneficial for finding the best solution • Destructive when focused on winning 3 1
3/2/2018 Conflict • Elements • Emotional reaction • Communication strategies 4 Section II Elements that exist during conflict 5 Elements that exist during conflict • What happened • Feelings • Identity 6 2
3/2/2018 Elements that exist during conflict • What happened – Who said what? – Who is right? – Who is to blame? 7 Elements that exist during conflict • Feelings – Are feelings valid? – Are feelings appropriate? – What about the other person’s feelings? 8 Elements that exist during conflict • Identity – Competent or incompetent? – Good or bad? – Worthy of acceptance? 9 3
3/2/2018 Section III Two sides of conflict 10 Personal • Individual Concern – Person thinks about how issues affect him personally 11 Business • Work responsibility – Focus on business issue and outcome – Make decisions that support personal and business objectives 12 4
3/2/2018 Section IV Managing your emotions 13 Manage your emotions • Don’t take it personally – stay focused on the issue • Determine how the issue affects you • How do your emotions contribute to the interaction? 14 Section V Communication Strategies 15 5
3/2/2018 Communication strategies • Influence the emotional reaction • Provide support • Come face-to-face 16 Communication strategies • Influence the emotional reaction – Encourage person to talk about concerns – Listen carefully – Question underlying issues – Summarize understanding 17 Communication strategies • Provide support – Be willing to partner – Collaborative problem-solving 18 6
3/2/2018 Communication strategies • Come face-to-face – Useful when person resists moving to business side – Only works if person feels supported by you 19 Communication strategies • Deal with the behavior – Address distractions – Attempt to stop inappropriate behaviors 20 Communication strategies • Be the coach – Pose questions – Get person to identify consequences 21 7
3/2/2018 Communication strategies • Make the decision – If person doesn’t budge, you must make final decision 22 Section VI Conclusion 23 Summary of main points • Resolving conflict takes practice • Identify the cues • Constructive vs. destructive • All maintain dignity • Elements of conflict • Managing your emotions • Communication Strategies 24 8
3/2/2018 Books 25 Questions Millie Rosser, PHR, SHRM-CP Sr. HR Manager Millie.rosser@staffone.com 214-736-7293 26 9

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