Conflict Resolution

Transforming Negative Energies into Productive Action

Surveys reveal that rapidly rising incidents of workplace conflicts can result in psychological and even physical violence if not properly managed. External reasons for the increase in workplace conflicts include an uncertain economy, multiple downsizings, longer work hours, and a general feeling of insecurity. Internal factors leading to conflict include dissatisfaction with supervisors and managers, cross-cultural misunderstandings, substance abuse problems, and work-life balance issues.

Resolving workplace conflicts requires persistence, know-how, and faith in the process itself. The Camper Group encourages clients to take a long-range approach to the development of tools and techniques that will not only enable employees to anticipate potential conflicts but to overcome them as well. The result leads to both employee satisfaction and an improved bottom-line for the company.

Some degree of workplace conflict is inevitable, but conflict need not be destructive. In fact, handled well, it can actually improve subsequent workplace relationships. Fortunately, the skills leading to positive conflict resolution are learnable.

Please contact us for a phone consultation to determine how the Camper Group can help you reduce workplace conflict and foster a more productive work environment.

The Seminar Modules outlined below offer examples of how we structure our custom-crafted classes and illustrate the range of substantive issues covered by our Conflict Resolution Program. See How We Work With You for more information about how we develop our customized programs.

Conflict Defined

• Dynamics of Interpersonal Conflict
• Understanding Power/Ego Issues: Overt & Covert
• The Human Need to Be Right
• The Impact of Tolerating Workplace Conflict
• Understanding Occupational Anger
• Typical Sources of Workplace Conflict
• Understanding a Range of Personal Styles
• Recognizing Incidents Before They Escalate
• How to Deal with Unaddressed Resentments
• Benefits of Cooperative Behavior

Impact of Workplace Conflict

• Magnitude of Workplace Conflict
• Cost: Bystanders
• Cost: Organizations
• Cost: Individuals
• Cost: Stakeholders
• Cost: Legal & Less Obvious Costs

Conflict Predictors: Warning Signs/Symptoms

• Early Warning Signals
• Uncovering Assumptions
• Hostile Behavior as Organizational Norm
• Escalating Undercurrents
• Typical Sources of Workplace Conflict
• Identifying Hot Buttons
• Addressing Bullying Behaviors
• Prior History of Individuals

Skillful Attention to Rising Undercurrents

• Proactive Behaviors
• Coaching & Counseling Tools & Techniques
• Acquiring the Skills of Intelligent Attention
• Situation Resolution

Principles of Effective Communication

• Communication Fundamentals
• The Use (and Misuse) of Silence
• Talking Through Conflict
• Appropriate Listening Skills
• Communicating Anger
• Providing Feedback
• Cross-Cultural Communication
• Non-verbal Cues & Clues
• Assertive (v. Aggressive/Passive) Communication
• Skillful Problem-Solving
• Negotiation Principles
• Toward Win/Win Resolutions

The Organization's Responsibility

• How to Create a Safe Workplace Environment
• How to Design a Survey
• How to Educate Employees
• The Front-Line Supervisor as Key
• Anticipating & Responding to Conflict
• Exercising Caution After "Resolution"
• Role of an Annual Employee Attitude Survey
• Hosting a Range of Personal Styles
• Creating Policies & Procedures
• Outlining & Articulating Managers' Responsibilities
• What to Do After Resolution

Conflict Resolution: Measuring Success

• Annual Attitude Survey/Metrics
• Greater Morale/Quality/Productivity
• Increased Self-Other Awareness
• Improved Rapport Among Employees
• Increased Recruitment & Retention of Top Talent
• Lessened Likelihood of Legal Entanglements
• Improved Workplace Relationships
• Use of Conflict Resolution Skills
• Conversion of Adversarial Behaviors
• New Employees Supported
• Decreased Complaints