Process in which 2 or more parties work toward a solution to a problem or dispute.
| As a Leader | You can be part of it |
| More frequent facilitate the process |
| CARE | Communication |
| Actively listen | |
| Review options | |
| End with a win-win solution |
Goal with a conflict resolution is not to decide which person is right or wrong but reach resolution that everyone can live with.
| Can be destructive. | Constructive |
| Resulting in negativity, stress, demotivation, employee dissatisfaction. | Results in solutions to problems. |
| Conflict is defined as: | Sources of conflict at work – Personalities, Jealousy, Difference of standards |
Why should conflict be resolved quickly?
It can be destructive and the longer not managed the worse the destruction can be.
Resolution / mediation cannot proceed unless both parties agree to it and are active willing participants.
Conflict is more than just a disagreement.
Continues to fester if ignored, not managed.
| Care Skills | Quick stress relief Be able to manage and relieve stress in the moment. Stay balanced and focused. |
| Psychologist Connie Lillas uses a driving analogy to describe 3 most common ways people respond to stress. | |
| Foot on the gas | Angry response Emotional Heated/keyed up |
| Foot on the brake | Withdrawn / depressed. Shut down No energy |
| Foot on both | ‘freezing’ under pressure. |
| Affects ability to resolve | Can read body language. Don’t hear what is said or You listen to respond not to hear. |