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DE-ESCALATING WORKPLACE CONFLICT
Experience the Ripple Effect of Positive Change
WHAT IS WORKPLACE CONFLICT?
WHAT CAUSES US TO GET INTO CONFLICT?
COMMON CAUSES OF WORKPLACE CONFLICT
HOW MUCH CONFLICT EXISTS IN THE WORKPLACE?
THE HUMAN COST OF WORKPLACE CONFLICT
When conflicts are not
addressed effectively, emotions
can run high and individuals
suffer. The impact of this is
more difficult to calculate but no
less serious, particularly on staff
engagement levels.
THE FINANCIAL COST OF WORKPLACE CONFLICT
THE FINANCIAL COST OF WORKPLACE CONFLICT
BENEFITS OF WORKPLACE CONFLICT
INCREASED UNDERSTANDING OF OTHERS
INCREASED TRUST
IMPROVED WORKING RELATIONSHIPS
BETTER SOLUTIONS TO PROBLEM-SOLVING
IMPROVED TEAM PERFORMANCE
INCREASED MOTIVATION
WHO IS RESPONSIBLE FOR MANAGING WORKPLACE CONFLICT?
EXECUTIVE
LEADERSHIP
WHO IS RESPONSIBLE FOR MANAGING WORKPLACE CONFLICT?
FRONT LINE
EMPLOYEES MANAGERS
HUMAN
RESOURCES LEADERSHIP
WHAT IS HAPPENING IN THE BRAIN DURING CONFLICT
FRONTAL
LOBE
AMYGDALA
Prefrontal Cortex
Executive center of the brain
Logic, reason, analysis
Amygdala Hijack: Fight or Flight
Mediated by adrenaline
Engaged amygdala
Hypothalamus: Tend & Befriend
Mediated by oxytocin
Engaged hypothalamus
HYPOTHALAMUS
COMMON AMYGDALA TRIGGERS
Not being respected
Being treated unfairly
Being unappreciated
Not being listened to
Being held to unrealistic expectations
Having your identity challenged
PREVENTING AN AMYGDALA HIJACK
Self-Observation is the ability to view yourself from a third-
party perspective. This process involves detaching
emotionally from your own actions so that you can
observe your emotions and actions independent of
each other.
Go to the Balcony
PREVENTING AN AMYGDALA HIJACK
Self-Awareness is the ability to be aware of our internal
states. When we are self-aware, we are able to act
from choice rather than impulse.
Know what gets you triggered!
Cultivate Self-Awareness
PREVENTING AN AMYGDALA HIJACK
Self-regulation is the ability to manage our internal state. Self-
regulation relies on the interaction between the prefrontal cortex
and the limbic center — the circuitry around the amygdala.
Tips for self-regulating …
Observe you physical state
Name the emotion
Identify the trigger
Self-Regulate
PREVENTING AN AMYGDALA HIJACK
As we strengthen our ability to remain self-aware, we
are able separate the problem from the person. We
can make decisions from our prefrontal cortex. We
can maintain a higher degree of control over our
emotions and our actions.
Separate the Problem From the Person
HOW TO COME BACK FROM AN AMYGDALA HIJACK
In the moment self-care …
Breathe
Write
Get curious
Label feelings
Think positive
Change locations
Tactics to Re-engage the Prefrontal Cortex
DE-ESCALATING CONFLICT WITH OTHERS
Listen without judgment
Exercise curiosity
Ask open-ended questions
Don’t make assumptions about what the other person is thinking
Acknowledge the other person’s needs and feelings
Clarify and emphasize agreements
State your interests instead of your positions
CREATE AN ENVIRONMENT TO FOSTER EMPATHETIC LISTENING
Barriers to collaboration Collaborative workspace
21
BECOME A BETTER CONFLICT RESOLVER
Seek On-going Opportunities for Learning and Growth
BECOME A BETTER CONFLICT RESOLVER
Conflict Management:
Requirements for Success
1-Day Training
Nov. 10, 9am to 4pm
Attendees will learn:
The most common ways of responding to
conflicts
When each response style is the most
appropriate
The skills to manage in-the-moment-
conflict
The skills to prepare for high-conflict
conversations
Register Online
www.RobynShort.com/classes
Questions?

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De escalating Workplace Conflict

  • 1. DE-ESCALATING WORKPLACE CONFLICT Experience the Ripple Effect of Positive Change
  • 2.
  • 3. WHAT IS WORKPLACE CONFLICT?
  • 4. WHAT CAUSES US TO GET INTO CONFLICT?
  • 5. COMMON CAUSES OF WORKPLACE CONFLICT
  • 6. HOW MUCH CONFLICT EXISTS IN THE WORKPLACE?
  • 7. THE HUMAN COST OF WORKPLACE CONFLICT When conflicts are not addressed effectively, emotions can run high and individuals suffer. The impact of this is more difficult to calculate but no less serious, particularly on staff engagement levels.
  • 8. THE FINANCIAL COST OF WORKPLACE CONFLICT
  • 9. THE FINANCIAL COST OF WORKPLACE CONFLICT
  • 10. BENEFITS OF WORKPLACE CONFLICT INCREASED UNDERSTANDING OF OTHERS INCREASED TRUST IMPROVED WORKING RELATIONSHIPS BETTER SOLUTIONS TO PROBLEM-SOLVING IMPROVED TEAM PERFORMANCE INCREASED MOTIVATION
  • 11. WHO IS RESPONSIBLE FOR MANAGING WORKPLACE CONFLICT? EXECUTIVE LEADERSHIP
  • 12. WHO IS RESPONSIBLE FOR MANAGING WORKPLACE CONFLICT? FRONT LINE EMPLOYEES MANAGERS HUMAN RESOURCES LEADERSHIP
  • 13. WHAT IS HAPPENING IN THE BRAIN DURING CONFLICT FRONTAL LOBE AMYGDALA Prefrontal Cortex Executive center of the brain Logic, reason, analysis Amygdala Hijack: Fight or Flight Mediated by adrenaline Engaged amygdala Hypothalamus: Tend & Befriend Mediated by oxytocin Engaged hypothalamus HYPOTHALAMUS
  • 14. COMMON AMYGDALA TRIGGERS Not being respected Being treated unfairly Being unappreciated Not being listened to Being held to unrealistic expectations Having your identity challenged
  • 15. PREVENTING AN AMYGDALA HIJACK Self-Observation is the ability to view yourself from a third- party perspective. This process involves detaching emotionally from your own actions so that you can observe your emotions and actions independent of each other. Go to the Balcony
  • 16. PREVENTING AN AMYGDALA HIJACK Self-Awareness is the ability to be aware of our internal states. When we are self-aware, we are able to act from choice rather than impulse. Know what gets you triggered! Cultivate Self-Awareness
  • 17. PREVENTING AN AMYGDALA HIJACK Self-regulation is the ability to manage our internal state. Self- regulation relies on the interaction between the prefrontal cortex and the limbic center — the circuitry around the amygdala. Tips for self-regulating … Observe you physical state Name the emotion Identify the trigger Self-Regulate
  • 18. PREVENTING AN AMYGDALA HIJACK As we strengthen our ability to remain self-aware, we are able separate the problem from the person. We can make decisions from our prefrontal cortex. We can maintain a higher degree of control over our emotions and our actions. Separate the Problem From the Person
  • 19. HOW TO COME BACK FROM AN AMYGDALA HIJACK In the moment self-care … Breathe Write Get curious Label feelings Think positive Change locations Tactics to Re-engage the Prefrontal Cortex
  • 20. DE-ESCALATING CONFLICT WITH OTHERS Listen without judgment Exercise curiosity Ask open-ended questions Don’t make assumptions about what the other person is thinking Acknowledge the other person’s needs and feelings Clarify and emphasize agreements State your interests instead of your positions
  • 21. CREATE AN ENVIRONMENT TO FOSTER EMPATHETIC LISTENING Barriers to collaboration Collaborative workspace 21
  • 22. BECOME A BETTER CONFLICT RESOLVER Seek On-going Opportunities for Learning and Growth
  • 23. BECOME A BETTER CONFLICT RESOLVER Conflict Management: Requirements for Success 1-Day Training Nov. 10, 9am to 4pm Attendees will learn: The most common ways of responding to conflicts When each response style is the most appropriate The skills to manage in-the-moment- conflict The skills to prepare for high-conflict conversations Register Online www.RobynShort.com/classes