2015 presentation to SHSU Student Employee Leadership Institute on communication and conflict.

1. CONFLICT &
COMMUNICATION
Gene Roberts
Director, Student Legal & Mediation Services
Adjunct Professor, Political Science

2. Learn to think strategically about
workplace conflict.
Discover some tools to help manage
conflict.

4.  47% of employees decreased their time
at work
 38% of employees decreased their work
quality
 78% said commitment to organization
declined
Harvard Business Review

9. Amygdalae
Fight
Flight
Free
Prefrontal
Cortex

11. When you are in conflict
Your brain views
it as a threat.
Anxiety &
Defensiveness
Difficult to
improve

12.  Generational
 Divisional
 Financial
 Market
 Personality
 Goals

13.  Face to face talking
 About the problem
 Without interruption
 Long enough
 To find a solution
Dana Mediation Institute.
Managing Workplace Conflict

14.  Commit: We will stay with the process.
 Commit: We will not impose one-sided
solutions
Dana Mediation Institute.
Managing Workplace Conflict

15.  USPS: 90% satisfaction
 Toro: Costs decreased from $47,200 to
$20,250
 Georgia-Pacific: saved $42,000,000 in
10 years

16.  Positions vs. Interests
 Position: What do you want?
 Interest: Why do you want it?

17.  Use Active Listening
 No interruptions
 Demonstrate listening
 Give feedback—ask questions until you
understand
 Defer judgment

18.  What is your procedure?
 Mediation? Other internal procedure?

19. Gene Roberts, Esq.
Sam Houston State University
Student Legal & Mediation Services
Box 2191
Huntsville, Texas 77340
936. 294.1717
gene.roberts@shsu.edu bearkatlaw.com
linkedin.com/in/robertsgene @GeneRoberts