Conflict Management in the Workplace: How to Deal with Difficult People, Tough Situations, and Disagreements Without Being Stressed

    /Marcia  /Zidlespeaker of Training Doyensinvite
    Speaker: Marcia Zidle


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    Duration: 60 Minutes
    Product Code: 50967
    Level: Intermediate

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OVERVIEW

Time is Money. There are a variety of direct costs to the organization associated with poorly managed conflict, including, in the worst cases, the loss of customers and good employees. One that is visible to everyone is the time taken for conflict management at workplace. Time that would be better spent on accomplishing work and achieving goals is instead used to manage disagreements, smooth ruffled feathers, and deal with difficult people.

When CPP Inc commissioned a study on workplace conflict, they found that that an overwhelming majority (85%) of employees at all levels experience conflict to some degree. Furthermore, they found on average, each employee spends 2.1 hours every week – approximately one day a month – dealing with conflict in some way (being involved in a disagreement, managing a conflict between co-workers, etc).

For the US alone, that translates to 385 million working days spent every year as a result of workplace conflict. It is also a major drain on the resources of HR departments: half of the HR workers questioned (51%) spend between one and five hours a week managing disagreements.

The crucial issue is not whether conflict, disagreement and difficult people can be avoided; the real concern is how to formulate workplace conflict resolution strategies that will lead to positive outcomes. If managed improperly, businesses’ productivity, operational effectiveness, and morale take a major hit.

On the other hand, when channelled through the right tools and expertise, conflict can lead to a better understanding of others, improved solutions to problems or challenges, and major innovation.

WHY SHOULD YOU ATTEND

Conflict is an inevitable part of life. No matter how hard you try, it can seem that there will always be something that causes you or someone around you to be frustrated, angry, and impatient – or a whole host of other not-so-pleasant emotions.

Conflict arises when the people we work with have different ideas, perspectives, backgrounds, values, goals or expectations. Yes, conflict can be destructive! It diverts energy from more important activities and issues; it polarizes people and reduces cooperation; and it can produce irresponsible behavior. And conflict can be constructive!

It opens up and improves communication; it strengthens working relationships and teamwork; and it leads to better quality decisions and problem solving.

Conflict management at workplace is a great leadership skill. When you are confident in your people management skills and conflict resolutions strategies, you don’t have to be afraid of disagreement. You don’t have to back away from problems.

Instead you can confidently face the confrontation and bring the issue out into the open. Well-managed conflict actually stimulates, ideas, sparks creativity and encourages personal improvement.

AREAS COVERED

These seven points will be covered:

  • Identify the top six causes of conflict and which one produces the most problems
  • Understand the iceberg concept of conflict – what’s above and below the water line
  • Define five conflict management styles and match each style to different conflict situations
  • Decide if you’re a shark or a turtle or a teddy bear or a fox or owl in how you handle conflict
  • Learn how to keep your cool and react in a professional manner in the heat of the moment
  • Learn the language of positive communication to reduce negative emotions, especially anger
  • Learn how to deal with difficult people at work and recognize the four types of difficult people that drive you crazy

LEARNING OBJECTIVES

The focus of this webinar is conflict management at workplace, and strategies for dealing with difficult people and situations that lead to positive outcomes both for the people involved and the organization. Conflict by itself is neither good nor bad. It’s the way YOU handle conflict that produces constructive or destructive results.

WHO WILL BENEFIT

  • COO’s
  • CFO’s
  • VP of Human Resources
  • Human Resource Professionals
  • Chief Learning Officer
  • Directors
  • Project Managers
  • Operation Managers and Supervisors
  • Team Leaders
  • Staff Managers and Supervisors

SPEAKER

Years of Experience: 25+ years

Areas of Expertise: Leadership, Employee Engagement, and Change Management

Marcia Zidle is a board certified executive coach, business management consultant and keynote speaker, who helps organizations to leverage their leadership and human capital assets. 

She has 25 years of management, business consulting and international experience in a variety of industries including health care, financial services, oil and gas, manufacturing, insurance, pharmaceuticals, hospitality, government and nonprofits.

She brings an expertise in strategy and alignment; social and emotional intelligence; executive and team leadership; employee engagement and innovation; personal and organization change management.

She has been selected as one of LinkedIn Profinder’s top coaches for 2016.

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