Company Policy: Know your company policy regarding employee behavior.
Understand that company rules and regulations are for the benefit and safety of all employees.
Employees are expected at all times to conduct themselves in a positive manner in order to promote the best interests of the Company. Appropriate employee conduct includes:
(a) Treating all customers, visitors, supervisors and coworkers in a respectful manner
I hate This Job!!! (b) Refraining from behavior or conduct that is offensive or undesirable, or which is contrary to the Company’s best interests
Stealing, destroying, defacing, or misusing Company property or another employee’s or customer’s property
Sharing Space Rule #1 Don’t Invade a Co-worker’s Personal Space or Work Area
Rule #2 Don’t listen in on the conversations of others
Rule #3 When working at a work area other than your own, always leave the work area cleaner than you found it!
The “Teamwork” Approach The expectation is that teamwork and collaboration are expected and . . .
All employees should live by this old adage: Do Onto Others As You Would Have Done Onto You!!!
CONFLICT RESOLUTION Conflicts occur in the workplace and throughout our lives. They can all be handled in the same way.
CONFLICT IS Any situation where one persons desires differ from another
CONFLICTS • Conflicts are natural, neither positive or negative • It is not whether you have conflict in your life, it is what you do with that conflict that makes the difference. • Conflicts are a normal part of doing business because organizational members have different, and often opposing goals.
CONFLICTS, continued • Conflicts are inevitable; however anger, grudges, hurt and blame do not have to be • Don't fight -- solve the problem
MANAGED CONFLICT Strengthens relationships and builds teamwork.
OUT-OF-CONTROL CONFLICT Damages relationships and discourages cooperation
CONFLICT RESOLUTION IS A positive process whereby individuals resolve issues in an informal or formal atmosphere, or where issues are resolved in an on going interaction between individuals.
GOALS • Winning and losing are goals for games, not for conflicts. • Learning, growing and cooperating are goals for resolving conflicts. • Resolving conflict is rarely about who is right. It is about acknowledgement and appreciation of differences.
CONFLICT RESOLUTION SKILLS • Initiate discussion - choose the issue(s) you want to address and be specific • Communicate - choose language that is concise, avoiding vague/general terms • LISTEN - effectively • Recognize the need and ability to make personal changes
SKILLS - Continued • Learn and use what you have learned • Seek out resources and support as necessary
PROBLEM SOLVING GUIDELINES • Focus on the problem, not the person • Verbalize your feelings appropriately • Move from justification to resolution • Look forward (opportunity), not backward (blaming) • View the situation from both sides
GUIDELINES, Continued • Identify the points where you can compromise rather than demand • Be open and make every effort to respond in a positive manner
Additional "clues" to guide you through constructive conflict resolution • It may be appropriate to leave some conflicts unresolved • Know when to talk and when to listen • Tell people what you're feeling without blaming them • Manage your emotions before you reach your boiling point • Accept responsibility for your anger: you become angry, no one makes you angry
Possible Solutions • Informal Conflict Resolution • Mediation • Employee Support Services • Formal Conflict Resolution
This is all easy to say but…. It takes practice and dedication. We will not live a life without conflict but it is our decision how we deal with it
For support in the workplace • Contact your Human Resources Department • Discuss issues with supervisors • NYS Department of Labor • Association for Conflict Resolution (http://www.acrgny.org ) • Cornell University/Institute on Conflict Resolution (http://www.ilr.cornell.edu/icr)