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IPC Symposium - PowerPoint PPT Presentation

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IPC Symposium
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  1. IPC Symposium Conflict and Resolution in the Workplace Kathleen Lawman

  2. Introduction • Conflict is normal • Improving communication skills is key • Good outcome may increase work satisfaction • Secondary benefit – improved relationships outside of work

  3. Conflict • More difficult at beginning of career • Prompts job changes in midlife • Health issues may be caused by conflict

  4. Factors • Behavioral Expectations- may decrease communication • Power Differences- submissive behavior • Roles – may be inaccurate, unrealistic

  5. Causes of Conflict • Ineffective communication • unclear limits • Builds, causing conflict • Misperceptions and misjudgments • Stress of conflict polarizes thought -“I’m more reasonable” • Must win attitude • Justification of actions

  6. Problem Solving • Develops Post-formal Thinking • Emotion, congnition, others needs • Individual style • Constructive, Pro-social, integrative • Solves problem and improves relationship • Builds trust • Improves outcomes

  7. Skills List • Active Listening • Feedback, paraphrasing what was heard • NOT evaluating and counter-argument • Perspective-taking • Internalizing other persons concerns • Re-Framing • What can “WE” do about the problem • Brainstorming • List solutions together • Leave it Alone? • Is it worth the conflict?

  8. Conclusion • Conflict can: • Build cohesiveness • Balance power • Facilitate change • Communication skills are key • Understanding conflict can: • Further insight • Develop post-formal thinking • Sustain new behaviors