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We know the squeaky wheel demands the grease. But, what if we grease and grease but the demands don’t go away? Why does it keep reoccurring? How long can we continue to focus on one problem? Common issues addressed include:

  • Separating the person from the problem
  • Resolving complaints and grievances before they are formalized
  • Addressing root causes of conflicts
  • Collaborative problem-solving: Encouraging Accountability

Beyond understanding how to apply these concepts and skills, attendees will practice these applications in exercises and group discussions. Typical issues addressed include fairness, accountability, and efficiency. You will learn to assess the root of the conflict to maximize the effectiveness of your intervention.

This 2-day experiential workshop offers human resource personnel practical tools for maximizing efficient problem-solving procedures. You will learn:

  • How to avoid Push/Pull dualities
  • Applying specific and effective interpersonal skills
  • Understanding the concept of Underlying Interests and needs
  • Common Conflict Styles of employees
  • A Process for Dialogue and Accountability

Conflict Theories & Concepts: Being the host of resolution

Human Resource professionals are unique in that they you in conflict as part of their job responsibilities. You are expected to deal directly with conflicts in the workplace. When all else fails, these conflicts are brought to your office and it is your job to evaluate and resolve conflict, utilizing various processes. Therefore it is important that HR personnel are comfortable with conflict and are able to identify the positive opportunities these conflicts can initiate. In this workshop, we will consider the HR professional as the host for holding the glass “half-full.”

Understanding Positions and Underlying needs/interests/concerns

Learning to better understand the reactions to conflict is another tool for HR professionals. When we learn the underlying motives of varied personalities in conflict, we can better frame discussions that engage and develop problem solving, as opposed to perpetuating the typical dynamics of push and pull, attack and defend.

Conflict Strategies and Styles

We will also explore common workplace conflict styles to better understand how to minimize adverse reactions to both the conflict itself, and the intervention offered by those in HR. By understanding the pay-off for those displaying these styles, we can better empathize with them, thus offering us a venue for applying processes for intervention.

The Benefit of Collaboration

Though perhaps incapable of resolving issues on their own, employees involved in collaborative problem- solving with facilitators (HR) are more likely to keep agreements for resolution. If I can learn how I am part of the problem (employee), I am more likely to be part of the solution. Consequently, I will have more ownership and commitment to sustaining the agreement and ensuring the problem does not re- surface. We will teach participants how to develop collaborative dialogues and processes for ensuring a lasting resolution.

Tools for Collaboration: Process and Skills

The workshop will offer a very simple but powerful process for HR professionals to utilize that includes setting boundaries and guidelines, building trust in you and the process for resolution, and modeling skills for collaboration that can avoid legal and adversarial approaches for resolution. Included in materials are communication skills such as reframing, summarizing, reflecting, and validating. We will practice these skills within this model process of collaborative problem-solving.

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