If you manage people or processes, you most likely experience near constant workplace conflict. From warring egos to workplace stress and heavy workloads, the American workplace is wrought with conflict. Yet, few managers receive any training in conflict management and dispute resolution. This lack of effective conflict management skills in the workplace is costing corporations approximately $359 billion in paid hours. It doesn’t have to be this way. Robyn Short, a mediator, facilitator and conflict management trainer, will share insights and approaches that will illuminate paths to peace in your work environment.
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.
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