How to Effectively Deal with Conflict in the Workplace - PowerPoint PPT Presentation

Fisher & Phillips
Download
1 / 39

  • 77 Views
  • Uploaded on
  • Presentation posted in: General

Fisher & Phillips LLP ATTORNEYS AT LAW Solutions at Work ®. How to Effectively Deal with Conflict in the Workplace. Presented by: Laura P. Jordan Phone: (503) 242-4262 Email: ljordan@laborlawyers.com. www.laborlawyers.com.

I am the owner, or an agent authorized to act on behalf of the owner, of the copyrighted work described.

Download Presentation

How to Effectively Deal with Conflict in the Workplace

An Image/Link below is provided (as is) to download presentation

Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author.While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server.


- - - - - - - - - - - - - - - - - - - - - - - - - - E N D - - - - - - - - - - - - - - - - - - - - - - - - - -

Presentation Transcript


How to effectively deal with conflict in the workplace

Fisher & PhillipsLLP

ATTORNEYS AT LAW

Solutions at Work®

How to Effectively Deal with Conflict in the Workplace

Presented by:Laura P. Jordan

Phone: (503) 242-4262Email: ljordan@laborlawyers.com

www.laborlawyers.com

Atlanta • Boston • Charlotte • Chicago • Cleveland • Columbia • Dallas • Denver • Fort Lauderdale • Houston • Irvine • Kansas City • Las Vegas • Los Angeles

Louisville Memphis • New England • New Jersey • New Orleans • Orlando • Philadelphia • Phoenix • Portland • San Diego • San Francisco • Tampa • Washington, DC


Roadmap

ROADMAP:

  • Workplace Conflict Resolution

  • Dealing With Difficult Employees

  • Scenarios

  • Summary


Why conflict resolution

Why Conflict Resolution?

THE WORKPLACE IS THE MOST DANGEROUS PLACE TO BE IN AMERICA

  • United States Department Of Justice, 1994


Conflict in the workplace

Conflict in the Workplace

  • Workplace Conflict

    • Can be a serious problem in the workplace

    • Will result in a loss of productive employee time

    • Could result in civil/administrative litigation

      • Costs of defense

      • Costs of an adverse determination

    • Personal liability of managers and supervisors


How to resolve conflict

How to Resolve Conflict

  • Manage

  • Identify Opportunities

  • Meet Challenges Head-On

  • Communicate

  • Pay Attention to the People


Manager s role

Manager’s Role

  • Prevention through good company culture, training and education

  • Proactive and responsive to complaints

  • All reasonable steps necessary to prevent

  • Prompt, thorough and effective investigations

  • Appropriate follow-through


Key manager responsibilities

Key Manager Responsibilities

  • Be a positive force/influence

  • Communicate Effectively

  • Uphold Performance Standards

  • Model Appropriate Workplace Conduct

  • Filter issues to determine what needs to be raised with HR or management


Key manager responsibilities1

Key Manager Responsibilities

  • Be a positive force/influence

    • You are the face of the company

    • Negative attitude/interactions reflect on the entire organization

    • Most employee disputes can be dealt with early or avoided through positive communication


Key manager responsibilities2

Key Manager Responsibilities

  • “Positive Communication” requires that you actively engage your employees.

  • It is not okay to ignore issues in the workplace.

  • How do you actively engage your employees?


Key manager responsibilities3

Key Manager Responsibilities

  • Communicate Effectively

    • Clear notice of expectations

    • Opportunity to meet standards

    • Feedback on performance

      • Performance evaluations

      • Disciplinary action

      • Positive praise where appropriate


Key manager responsibilities4

Key Manager Responsibilities

  • Uphold Company Performance Standards

    • Impose a duty on employees

    • Find a benchmark that can be used to measure performance

    • Requires more professionalism than what the law requires


Key manager responsibilities5

Key Manager Responsibilities

  • Model Appropriate Workplace Conduct

    • The manager’s conduct is the standard for employees

      • Employees will not conform to policies if manager does not conform

      • Ignoring issues undermines the policies


Key manager responsibilities6

Key Manager Responsibilities

Filter of Issues/Disputes

  • Not every workplace dispute needs to be reported to HR or senior management

  • Look at the totality of the circumstances

    • Is a protected status implicated?

    • Are factors other than one’s ability to perform a job at issue?

    • Not sure whether to involve HR?


Managing employees

Managing Employees

  • Treat Employees With Dignity And Respect

    • Find an office or conference room for privacy

    • Start with general, open-ended questions

    • Avoid questions that suggest a bias

    • Avoid editorial comments or legal conclusions

    • Any matter that is potentially significant (such as harassment, discrimination, family leave, retaliation, wage and hour or workplace safety) must be reported to HR


Managing employees1

Managing Employees

  • What to Document

    • Performance Assessments

      Both formal and informal performance evaluations should be documented

      Tie the evaluation to job-related standards

    • Performance Management/Discipline

      Give the employee specific information about performance problems and the steps to correct the problems


Identify opportunities

Identify Opportunities

  • Nip it in the bud!

  • Ears and eyes open

  • Look for the real issues

  • Beware of motives

  • Objects in the mirror are closer than they appear!


Meet challenges head on

Meet Challenges Head-On

  • What elephant?

  • Avoiding a problem is not likely to make it go away

  • More likely to grow out of control if not addressed


Communicate

Communicate

  • Two-way process

  • Skill

  • Clear

  • Timely

  • Effective


Communicate1

Communicate

  • Consistent

  • Personal

  • Positive

  • Respectful

  • Motivational


Pay attention to the people

Pay Attention to the People

  • Don’t get carried away by other distractions

  • A little bit of employee relations goes a long way

  • More and more important in this economic environment


Identifying issues

Identifying Issues

  • Silence, bickering, pettiness

  • Lack of team approach

  • Complaints

  • Other symptoms


Resolving workplace issues

Resolving Workplace Issues

  • One-on-one

  • Group

  • Third party

  • Goal setting

  • Common benefits

  • Or else


Dealing with difficult employees

Dealing with Difficult Employees

  • Direct

  • Professional

  • Deal with issues

  • Avoid traps

    • Legal

    • Personal


Reality

Reality

  • Every manager has a tendency to put off those difficult conversations hoping the problem will disappear

  • Whether vulgar language, excessive gossip, inappropriate dress, personal hygiene, or performance issues, every manager will face difficult employee issues


Reality continued

Reality (continued)

  • Supervisors need to be skilled and understand what is legal

  • More than that, they need to understand what will work

    • How to begin the conversation

    • How to confront difficult employees

    • How to create an atmosphere that engages employees

    • How to discover the truth and learn what is really the cause


Reality continued1

Reality (continued)

  • Attitude problems

  • Rule breakers

  • Does not play well with others

  • An excuse for everything

  • Keeping a record

  • Intentionally difficult


Reality continued2

Reality (continued)

  • Address the facts

  • No tolerance for threats, accusations and defiance

  • Productive ways to counsel employees

  • Keep your emotions under control

  • Focus on the problem, not the person


The right approach

The Right Approach

  • We are all in this together

  • Do you want to be a part of the team?

  • Do you want to succeed?


Scenario

Scenario

  • Attitude problems

    • Identify the real issue

    • Motivation

    • Address as appropriate


Scenario1

Scenario

  • Rule breakers

    • Testing?

    • Showing off?

    • Pushing the limits?

    • Leader of the group?


Scenario2

Scenario

  • Does not play well with others

    • Source of conflict

    • Motives?


Scenario3

Scenario

  • An excuse for everything

    • Has it worked?

    • Real issues?

    • Find a cure


Scenario4

Scenario

  • Keeping a record

    • Always pretend you are being recorded

    • Warning bells

    • Don’t be scared

    • You’re the star!


Scenario5

Scenario

  • Intentionally difficult

    • Agenda

    • Defense mechanism

    • Zero tolerance


Scenario6

Scenario

  • Constant Complainer

    • Negativism

    • Setting an example

    • Subject of dissatisfaction


Scenario7

Scenario

  • Handwriting on the Wall

    • Waiting to act

    • Correct timing

    • Decision point


Stay legal

Stay Legal

  • All actions subject to review

  • Identify attempts to mischaracterize

  • Watch for fraud

  • Watch for buzzwords

  • Create your own record


Key points to remember

Key Points to Remember

  • Manage employees

  • Deal with complaints and problems

  • Realize “perception” is as important as reality

  • Remember the goal is to prevent, resolve and avoid claims – not to “win”


How to effectively deal with conflict in the workplace

Fisher & PhillipsLLP

ATTORNEYS AT LAW

Solutions at Work®

Thank You!

Follow up and final questions?

Presented by:Laura P. JordanPhone: (503) 242-4262Email: ljordan@laborlawyers.com

www.laborlawyers.com

Atlanta • Boston • Charlotte • Chicago • Cleveland • Columbia • Dallas • Denver • Fort Lauderdale • Houston • Irvine • Kansas City • Las Vegas • Los Angeles

Louisville Memphis • New England • New Jersey • New Orleans • Orlando • Philadelphia • Phoenix • Portland • San Diego • San Francisco • Tampa • Washington, DC


  • Login