Conflict Management

• Respectful conflict is a good thing

• Conflict & confrontational are not "bad words" and in business, things cannot move forward without addressing problems

• Dealing with conflict is difficult but necessary -- issues do not go away, they just become bigger

• Conflict management is an investment in people -- an opportunity for learning & growth, not just resolution

Truths & Reality

• We strive for diversity -- leads to differing opinions, experiences, & values, and ultimately conflict

• group dynamics have a strong impact

• unresolved conflict leads to job dissatisfaction, absenteeism, turnover, burnout, and ultimately issues with client care

Myths & Misconceptions

• conflict is bad & should be avoided

• all conflicts can be resolved to everyone's perfect satisfaction

• be responsive, not reactive (instinctual)

• it's not about you, so don't take it personally (defensiveness)

• active listening - when it gets loud, you get quiet - "seek first to understand, then to be understood"

• common goals, vision, mission

• awareness - know the circumstances, environment, what's going on with staff and yourself

• confrontation is best dealt with proactively and with a plan/strategy

• check your non-verbal communication

• open & honest, ethical, respectful, confident

• nothing productive happens & lessons can't be learned when in the heat of the moment & people are emotionally driven

• utilize positive reinforcement

• Something to consider:

  • is the way you're responding, the way you want to be remembered?

  • if you had to defend your words or actions in a court of law, would you stand by them?

• foster active communication

• discuss needs using "I" statements

• use authentic listening 

• engage in mutual problem solving

• strive for a "win-win" situation

• remain positive

• control emotions

• respond to ideas, not people

• aim for resolution

• deal with 1 specific topic at a time

• observe non-verbal communication