Conflict & Communication
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This document discusses strategies for managing workplace conflict. It notes that unresolved conflict can lead to decreased productivity, lower work quality, and declining commitment among employees. When faced with conflict, the brain perceives it as a threat, making it difficult to resolve issues and improve the situation. The document recommends using mediation techniques like active listening, separating positions from interests, and committing to find a non-imposed solution to manage workplace conflict effectively. Case studies show organizations saving millions using mediation strategies to reduce conflict costs. Overall, the key is thinking strategically about conflict and using communication tools to resolve issues.
Conflict & Communication
- 1. CONFLICT & COMMUNICATION Gene Roberts Director, Student Legal & Mediation Services Adjunct Professor, Political Science
- 2. Learn to think strategically about workplace conflict. Discover some tools to help manage conflict.
- 4. 47% of employees decreased their time at work 38% of employees decreased their work quality 78% said commitment to organization declined Harvard Business Review
- 11. When you are in conflict Your brain views it as a threat. Anxiety & Defensiveness Difficult to improve
- 12. Generational Divisional Financial Market Personality Goals
- 13. Face to face talking About the problem Without interruption Long enough To find a solution Dana Mediation Institute. Managing Workplace Conflict
- 14. Commit: We will stay with the process. Commit: We will not impose one-sided solutions Dana Mediation Institute. Managing Workplace Conflict
- 15. USPS: 90% satisfaction Toro: Costs decreased from $47,200 to $20,250 Georgia-Pacific: saved $42,000,000 in 10 years
- 16. Positions vs. Interests Position: What do you want? Interest: Why do you want it?
- 17. Use Active Listening No interruptions Demonstrate listening Give feedbackask questions until you understand Defer judgment
- 18. What is your procedure? Mediation? Other internal procedure?
- 19. Gene Roberts, Esq. Sam Houston State University Student Legal & Mediation Services Box 2191 Huntsville, Texas 77340 936. 294.1717 gene.roberts@shsu.edu bearkatlaw.com linkedin.com/in/robertsgene @GeneRoberts
Editor's Notes
- #11: Protect mode to connect mode Adrenaline to oxytocin
- #12: Mediation provides and atmosphere of safety, time to process, removes fight or flight automatic responses, moves towards thinking processes. Fight or flight arent appropriate in a work session.
- #15: Requires us to choose to work toward a solutiona behavioral choice. Allows us to try to break fight/flight/freeze emotions.
- #17: Try to separate the person from the problem.
- #18: Improves communication; reflect back what was said to you. Makes up for differences in perceptions, biases, definitions, factual lapses. Restate what the speaker said to you.
- #19: Allows movement to rational part of brain; move from conflict to cooperation. Not me against you, but us against the problem.