This document discusses conflict management and negotiation in the workplace. It defines conflict as a serious disagreement that can become protracted. It describes different types of conflict management styles such as forcing, avoiding, accommodating, compromising, and collaborating. Tips are provided for resolving conflicts, including choosing a good time and place to discuss issues, listening carefully, and finding mutually agreeable solutions. The document also covers negotiation strategies, defining harassment, resolving conflicts with or without a union, and agreeing to disagree respectfully with colleagues.

1. CONFLICT MANAGEMENT AND
NEGOTIATION
Mary JoTafoya
ReaganCollard
Lydia Apodaca

2. WHAT IS CONFLICT
In a work place environment it is
when a person or persons is not
carrying their load of the work and
they expect someone else to pick up
the slack.
This is when you sit down and
discuss the situation before it
gets out of hand and hopefully
you put the if’s and and’s on their
court for their future work
situations. You try to work out
the situation together and if that
doesn’t happen then you involve
your supervisor.
The web says Conflict is “a serious disagreement or argument, typically a protracted one.”

3. TYPES OF CONFLICT
 There are different types of conflict,
but I for one would prefer when there
is a third person that can keep the
peace and let both sides say their
stories and come to a peaceful
resolution.
 This kind of conflict will get you no
where!The only thing this will get you
is more hurt feelings, aches and pains
and hopefully no breaks or tears.

4. TYPES OF CONFLICT
 Style # 1: ForcingConflict Management
 Used to communicate that inappropriate
behavior is unacceptable.
• Trying to make others do things your way
• Deals directly with the issues
• Person should remain calm and
unemotional when using this type of
management
• Provide solution while communicating
inappropriate behavior is unacceptable.

5. TYPES OF CONFLICT
Style # 2: Avoiding Conflict
• Ignoring the office to avoid
conflict.
• We avoid conflict because the
offense is not a big enough deal
to upset others.
• We are not strong enough or
confident enough to stand up for
our rights.

6. TYPES OF CONFLICT
Style # 3:Accommodating Conflict
Management
• Allowing the other party to have
his or her way without knowing
there is conflict
• Preserving the relationship is a
priority

7. TYPES OF CONFLICT
Style # 4: Compromising Conflict
Management
• Both parties give up something of
importance to arrive at a mutually
agreeable solution to the conflict.
• For example: the elephant gave up
his mutual color of gray to go along
with the group’s decision.

8. TYPES OF CONFLICT
 Style # 5: Collaborating Conflict Management
• Both parties work together to arrive at a solution
without having go give up something of value.

9. 10TIPS FOR RESOLVING CONFLICT
1. Choose a good time and place to talk
2. Commit to finding a solution that satisfies
each person’s needs
3. Listen carefully and restate what you’ve heard
4. Remain calm and avoid becoming defensive
5. Talk about the issues, not the people
6. Use “I statements”
7. Acknowledge points of agreement
8. Describe your emotions
9. Be specific in describing what you need
10. Be open to creative solutions
www.conflictresolutioncenter.us

10. NEGOTIATION
When you are negotiating a
resolution to a conflict you will
have to do the following:
1. Identify your desired outcome
for you and the other
person/party
2. Identify the best and worst case
scenario that can occur in your
negotiations.
3. Meet with the other party,
share basic facts and agree on
an objective.
Other things that you might want
to consider are the following:
Want to resolve an issue
 Agree on an objective
 Honestly communicate their
case/situation
 Listen to the other side
Work toward a common solution
that is mutually beneficial to
both side

11. NEGOTIATION
When you work towards a common goal you will then provide yourself and the other party a
win-win situation. Make sure that you listen, do not interrupt you will have your turn. Look at
the body language of the other person(s) , choose your words closely. This type of styles will let
you know if the other party is willing to reach a resolution.

12. WHAT IS HARASSMENT
Harassment is behavior that is offensive, intimidating, humiliating to a person be that
of the same sex, male-male, female-male, male-female or female-female.
There are two kinds of sexual harassment
 1. Quid pro quo harassment - quid pro quo
harassment is when a manager or someone in
authority whether it be a man/woman offers or hints
that he/she will give the employee a raise or
promotion in return for his/her satisfaction of a
sexual demand or nature.
 2. Hostile behavior harassment - is unwelcome
conduct that is based on race, color, religion, sex,
national origin. In other words it can be of a sexual
nature that you find offensive.

13. HARASSMENT
Workplace bullies
 An employee that behaves in a humiliating,
intimating of offensive manner to other co-
workers.
 Workplace violence is any type of harassing or
harming behavior (either verbal or physical) that
occurs in the workplace.
 They are very unprofessional, rude and always try
to find a way to intimidate their co-workers.
These are people that are usually in the same
level of employment as their co-workers.

14. HARASSMENT
• If you experience this type of behavior from a co-worker do not retaliate or
act the same way that he/she does. Be nice to the person and please do
not say anything to anyone else.
• Simply document everything, (date, time, witness, words that were used
by everyone and if there were any witnesses around).
• Make sure that you let your boss/manager know what has transpired
between yourself and the co-worker.
• If you feel that nothing has been done and if the harassment continues you
can file a formal complaint with Human Resources, the union or someone
you feel will help you.

15. RESOLVING CONFLICT ATWORK
 As quickly and quietly as you can
 Ignoring the problem will only cause it to escalate
 If you decide not to do anything about it, don’t hold a grudge and move on.
 If affecting your work, health or maybe someone else’s , by all means let your supervisor know
right away.
 When letting supervisor know have all documentation and list of witnesses.
 If conflict has not been resolved after speaking with the supervisor, contact Human Resources.
 If conflict still has not been resolved after contacting Human Resources seek outside help, such
as Employee Assistance Programs (EAP).
 Always try to take care of the situation within the office.
 ABOVE ALL DON’T BE AFRAIDTO ASK FOR HELP.

16. RESOLVING CONFLICT UNDER A UNION
AGREEMENT
 A union is a third party organization that helps protect the rights of employees and it represents the
employees best interest.
 A shop steward is a coworker that is very familiar with the union contract and its procedures as to how to
assist you in resolving a work conflict.
 When you file this kind of problem with the union it is called a “grievance.” A grievance is unfair
treatment to an employee.
1. Meet with Shop Steward
2. Present all documentation
3. Schedule meeting with Shop Steward, and Supervisor
4. If unresolved move on to Human Resources
5. The issue will begin to move up the ladder (Grievance Procedure)
The union’s purpose is to protect you and your rights but it will not shield or protect
you if you are guilty of wrong doing.

17. AGREETO DISAGREE
 As we all know, there will be times when conflict can’t be avoided, whether at home or at
the workplace. We all want to work in a place with harmony around us, with our
coworkers, bosses and customers. There will be times when all will not be fine, but you
will need to learn to get along with others. When you hurt others, apologize , and learn to
forgive. When a person forgives life will be a whole lot better. If you say you forgive but
still harbor ill feelings than you have not forgiven the person. When you have forgiven the
person it doesn’t mean that you have forgotten. It does mean that you will give the other
person another chance to prove that his/her apology is sincere by their change in behavior.
 A mature person will forgive and carry on, but an immature person will hold a grudge. The
person that holds a grudge is usually looking to retaliate. When you do this it is showing
that you are not grown up enough.
 You do not have to like all your colleagues, but you do have to work with them and when
you forgive it demonstrates that you are a professional and it shows respect towards
them. How you choice the conflict to affect your performance is your choice.
 REMEMBER,Treat others like to want to be treated.