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

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

Feb 02, 2023 309 likes •408 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

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SLIDE 1

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Conflict Resolution

Difficult Patients – Difficult Employees

Section I

Introduction

“A pessimist sees difficulty in every opportunity; an optimist sees the

  • pportunity in every difficulty.”
  • Sir Winston Churchill

2

Conflict

  • Part of organization
  • Arises because people care
  • Beneficial for finding the

best solution

  • Destructive when focused
  • n winning

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Conflict

  • Elements
  • Emotional reaction
  • Communication

strategies

4

Section II

Elements that exist during conflict

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Elements that exist during conflict

  • What happened
  • Feelings
  • Identity

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Elements that exist during conflict

  • What happened

– Who said what? – Who is right? – Who is to blame?

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Elements that exist during conflict

  • Feelings

– Are feelings valid? – Are feelings appropriate? – What about the other person’s feelings?

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Elements that exist during conflict

  • Identity

– Competent or incompetent? – Good or bad? – Worthy of acceptance?

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Section III

Two sides of conflict

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Personal

  • Individual Concern

– Person thinks about how issues affect him personally

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Business

  • Work responsibility

– Focus on business issue and outcome – Make decisions that support personal and business

  • bjectives

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Section IV

Managing your emotions

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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?

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Section V

Communication Strategies

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Communication strategies

  • Influence the emotional reaction
  • Provide support
  • Come face-to-face

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Communication strategies

  • Influence the emotional reaction

– Encourage person to talk about concerns – Listen carefully – Question underlying issues – Summarize understanding

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Communication strategies

  • Provide support

– Be willing to partner – Collaborative problem-solving

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Communication strategies

  • Come face-to-face

– Useful when person resists moving to business side – Only works if person feels supported by you

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Communication strategies

  • Deal with the behavior

– Address distractions – Attempt to stop inappropriate behaviors

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Communication strategies

  • Be the coach

– Pose questions – Get person to identify consequences

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Communication strategies

  • Make the decision

– If person doesn’t budge, you must make final decision

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Section VI

Conclusion

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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

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Books

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Questions

Millie Rosser, PHR, SHRM-CP

  • Sr. HR Manager

Millie.rosser@staffone.com

214-736-7293

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