2. CONTENTS
5-6
7-8
9-10
11-13
14-15
16-17
18-19
20-22
23-25
26-27
28-29
30-31
32-33
34-35
36-39
40-41
42-43
44-45
46-48
49-50
Definitions
The nature of conflict
Reasons for conflict
Styles of dealing with conflict
Adopting a collaborative style
Using the “Interest-based relational” approach
Conflict strategies
Strategies to minimize the possibility of violence
Benefits of listening and understanding
Encouraging a conversation to take place
Golden rules of engagement
Communication
Negotiation
Tackling sensitive areas
Generational differences
Raising levels of emotional intelligence
What should leaders look for?
Mediation
Resolving conflict
Conclusion and questions
Page 2
4. Introduction to Toronto Training
and HR
Toronto Training and HR is a specialist training and
human resources consultancy headed by Timothy Holden
10 years in banking
10 years in training and human resources
Freelance practitioner since 2006
The core services provided by Toronto Training and HR
are:
Training event design
Training event delivery
Reducing costs, saving time plus improving
employee engagement and morale
Services for job seekers
Page 4
15. Adopting a collaborative style
•
•
•
•
Find the root cause
Allow all parties to speak
Encourage all parties to listen
Identify areas of
disagreement
• Identify areas of agreement
• Search for solutions
• Reach a consensus
Page 6
17. Using the “Interest-based
relational” approach
• Make sure that good
relationships are the first
priority
• Keep people and problems
separate
• Pay attention to the interests
that are being presented
• Listen first and talk second
• Set out the “facts”
• Explore options together
Page 17
21. Strategies to minimize the
possibility of violence 1 of 2
• Fostering organizational
cultures that do not tolerate
violent behaviours and that
value and act on reports of
such behaviour
• Completing appropriate
screening of job applicants
Page 21
22. Strategies to minimize the
possibility of violence 2 of 2
• Training employees on the
warning signs of violent
behaviour and what to do if
those signs are observed
• Resolving serious workplace
conflicts before they can
escalate into violent incidents
Page 22
24. Benefits of listening and
understanding 1 of 2
• A different or new
understanding of the problem
• New ways to improve the
workplace environment
• Steps to be taken to stop the
annoying behaviour
• People having a discussion of
how to repair the damage
• Opportunity to change a
perceived unfair rule or
regulation
Page 24
25. Benefits of listening and
understanding 2 of 2
• Finding ways to accommodate
a personal need
• Letting the person be heard
Page 25
27. Encouraging a conversation to take
place
• Realize everyone’s good
intentions
• Resist the urge to solve the
problem
• Encourage in-person
conversations
• If you have to, take a side
• Evangelize your philosophy
about conflict
Page 27
29. Golden rules of engagement
• Listen and respond with
empathy
• Be involved; ask for the other
person’s opinions, ideas and
thoughts
• Maintain and affirm selfesteem
Page 29
31. Communication
• The role of communication
• Non-defensive
communication
• Six stages of a conversation
• Rational communicators
• Relational communicators
• Avoiders
• Fighters
• Emotional roller coasters
Page 31
35. Tackling sensitive areas
• Confident with the facts
• Tentative with the
interpretation
• Encourage the “adversary” to
poke holes in the
interpretation
Page 35
37. Generational differences 1 of 3
•
•
•
•
•
Veterans
Baby Boomers
Generation X
Generation Y
Millennials
Page 37
38. Generational differences 2 of 3
ADDRESSING GENERATIONAL
CONFLICT
• Policies that limit texting during
work hours and the use of nonwork technology
• Install software to limit access to
specific social media sites
• Provide clear communications and
expectations at the beginning
• Utilize job shadowing to appreciate
the efforts of others
Page 38
39. Generational differences 3 of 3
ADDRESSING GENERATIONAL
CONFLICT (CONTINUED)
• “Hire around” the Millennials
• Work with local colleges to teach
Millennials how to act at work
• Bring in speakers on the topic of
generational differences
• Provide awareness training
• Offer a flexible work schedule
• Ensure one day per month casual
attire can be worn
Page 39
45. Mediation
• Definition
• Steps in the mediation
process
• Traits of a good mediator
• A mediated agreement
• Tips for using mediation
• Dos and don’ts
Page 45
47. Resolving conflict 1 of 2
• Discuss the situation in a
respectful manner
• Be specific
• Discuss how a conflict affects
you, the work group or the
project
• Ask for the specific cause of
the conflict
• Ask for the solution
• Agree on the action to be
taken
Page 47
48. Resolving conflict 2 of 2
•
•
•
•
•
Set the scene
Gather information
Agree the problem
Brainstorm possible solutions
Negotiate a solution
• Guiding principles
Page 48