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partnering with our members to
create and keep safe workplaces.
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training tools that are available in
our Safety Library.
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© Business & Legal Reports, Inc. 1004
Conflict Resolution and
Consensus Building
Session Objectives
Recognize the impact of workplace conflict
Identify common causes of conflict
Understand how positive communication
helps prevent conflict
Resolve conflicts successfully
Build consensus among employees
© Business & Legal Reports, Inc. 1004
Prequiz:
How Much Do You Know?
Workplace conflict is always bad.
Conflict is always based on
personality clashes between
employees.
There is little you can do to prevent
workplace conflict.
The best way to deal with conflict is
to ignore it.
© Business & Legal Reports, Inc. 1001
1004
What Is Conflict?
• A disagreement or dispute
• It’s inevitable
• Between groups or individuals
• Not necessarily destructive
• All can be resolved
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Benefits of Well-Managed
Workplace Conflict
HEALTHY
CREATIVITY
COMPETITION
INNOVATION
DIVERSITY
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Damage Caused by
Poorly Managed Conflict
• Reduced productivity
• Lower morale
• Increased absenteeism
• Greater turnover
• “Wildfire” effect
• Increased risk of violence
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Common Causes of
Workplace Conflict
POOR
PERSONALITY
TYPES
DIFFERENT
GOALS
WORK
STYLES
COMMUNICATION
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Common Causes of
Workplace Conflict (cont.)
DIFFERENT
PERCEPTIONS
PRESSURES
FUNCTIONS
NEEDS
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Five Basic Options for
Addressing Conflict
Evasion
Surrender
Competition
Compromise
Collaboration
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Conflict Assessment
Checklist
• Who?
• What?
• Why?
• Policy?
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Conflict Assessment
Checklist (cont.)
• Intervention?
• Consequences?
• Consultation?
• Solutions?
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Teach Employees to
Send Clear Messages
• Think before you speak
• Use first-person statements
• Avoid finger-pointing
• Practice difficult messages
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Teach Employees to Send
Clear Messages (cont.)
• Be honest
• Provide information
• Use positive language
• Avoid negative patterns
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Teach Employees to Listen
• Don’t interrupt
• Pay attention
• Be receptive
• Watch body language
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Teach Employees to Listen (cont.)
• Show you’re listening
• Use imagination
• Ask questions
• Restate
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Exercise
How Well Do You Manage Conflict?
Should You:
Understand the benefits and disadvantages
of conflict?
Recognize common causes of conflict?
Assess conflicts accurately?
Address conflict productively?
Teach employees good communication skills?
© Business & Legal Reports, Inc. 1004
Review
Do you understand:
• What conflict is?
• Benefits of constructive
conflict?
• Damage caused by poorly
managed conflict?
• Basic options for
addressing conflict?
• Conflict assessment checklist?
• Communication skills that help
prevent conflict?
© Business & Legal Reports, Inc. 1004
Conflict Resolution Process
Call a meeting
Establish rules
Define the problem
Develop solutions
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Conflict Resolution Process (cont.)
Select the best solution
Develop an action plan
Implement and monitor the plan
Evaluate process and result
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Resolving Recurring Conflicts
• Identify participants
• Speak to each individually
• Bring participants together
• Summarize conflict
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Resolving Recurring
Conflicts (cont.)
• Recognize signs
• Break cycle
• Teach
Teach conflict
conflict
resolution
• Monitor progress
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Mediating Personality Conflicts
• Let employees know
they are valuable
• Explain how work is
affected
• Let them work it out
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Mediating Personality
Conflicts (cont.)
• Get commitment
• Monitor the situation
• Take action if necessary
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Building Consensus:
What Is It? Why Is It Important?
• Must be inclusive
• Requires facilitation
• Must be specific
• Enhances overall interaction
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Basic Building Blocks
Define issue
Establish rules
Get input
Reach agreement
Summarize
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Building Consensus:
Common Mistakes
Failing to define issues
Not establishing rules
Not including all
viewpoints
Bargaining with
dissenters
Pushing your own
agenda
© Business & Legal Reports, Inc. 1004
Identify the Steps in the Conflict Resolution Process:
Call a meeting
Establish rules
Define the problem
Develop solutions
Select the best solution
Develop an action plan
Implement & monitor the plan
Evaluate process & result
© Business & Legal Reports, Inc. 1004
Review
Do you understand:
• Conflict resolution process?
• Resolving recurring
problems?
• Mediating conflicts?
• What consensus is
and why it’s important?
• Basic building blocks
for consensus?
• Common mistakes when
building consensus?
© Business & Legal Reports, Inc. 1004
Key Points
Workplace conflict is inevitable.
You can create a positive atmosphere.
Building consensus leads to
group success.
© Business & Legal Reports, Inc. 1004