A great program on essential skills for preventing and resolving conflict with best outcomes.
As Carol’s manager, Serena has observed that she is egotistical and doesn’t listen. Serena notes that conflicts often occur in the workplace because people are territorial, aloof, negative or antagonistic. People need to learn to respect individual differences; they may be experiencing difficulties elsewhere in their lives. You must manage your own emotions, particularly when feeling overwhelmed or stressed. When staff are upsetting, Serena adopts a bland expression (even if she is screaming or crying internally). People should be factual – not attacking or defensive. Sam points out to Michael how he is overly critical of Sam’s policy work. Alex and Sam role-play a customer dissatisfied with a product; and how to acknowledge and apologize. They recognize it is best to follow rules and find common ground – to hold relationships together, despite people’s differences. Focus on fixing, not frustration – this is tough for Michael, who complains about stale food in the fridge, and a messy copy room but must learn to remedy them.
Key Learning Points
Don’t let a conflict at work escalate. Learn to resolve issues effectively.
The video is divided into chapters:
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Respect individual differences
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Manage your own emotions
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Be factual – not attacking or defensive
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Acknowledge and apologize
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Follow rules and find common ground
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Focus on fixing not frustration
RESOLVE CONFLICT EFFECTIVELY
DON’T be rude and lose control
INSTEAD: Manage own emotions and be respectful
DON’T attack or be defensive
INSTEAD: Be factual and communicate openly
DON’T stop caring
INSTEAD: Acknowledge and apologize
DON’T get frustrated and give up
INSTEAD: Find common ground and follow rules
