12 Conflict and Negotiation Copyright © 2016, 2013, 2011 Pearson Education, Inc PERSPECTIVE AGREEMENT RIGHTS Copyright © 2016, 2013, 2011 Pearson Education, Inc After studying these topics, you will benefit by: • Understanding conflict and how best to respond to conflict at work • Explaining the various conflict management styles and their appropriate application • Defining negotiation and applying negotiation techniques • Identifying harassment and workplace bullying and demonstrating how to respond Copyright © 2016, 2013, 2011 Pearson Education, Inc After studying these topics, you will benefit by (cont.): • Stating employee rights in the workplace • Demonstrating how to resolve conflict in both a union and non-union environment • Recognizing warning signs and proactive steps to take against workplace violence Copyright © 2016, 2013, 2011 Pearson Education, Inc CONFLICT • Conflict: disagreement or tension between two or more parties (individuals or groups) – A perceived threat to one’s needs, interests, or concerns – Individuals are looking at a situation from different perspectives • No workplace is without conflict Copyright © 2016, 2013, 2011 Pearson Education, Inc TOPIC SITUATION Luis as a Team Leader TOPIC RESPONSE: How did Luis mishandle the situation? What assumptions did Luis make about Anthony? How should Luis correct the situation? Copyright © 2016, 2013, 2011 Pearson Education, Inc RESOLVING CONFLICT • Do not make conflict personal • Avoid making assumptions about the individual and/or situation • Clarify facts • Be willing to resolve the issue Copyright © 2016, 2013, 2011 Pearson Education, Inc RESOLVING CONFLICT Basic Rules Resolve in person when possible Remain calm and unemotional Be silent and listen Try to view the disagreement from the other person’s perspective Explain your position and offer a solution Come to a solution Copyright © 2016, 2013, 2011 Pearson Education, Inc RESOLVING CONFLICT • Emotions make it difficult to logically resolve an issue – Remain calm and unemotional – Acknowledge hurt feelings or anger – Do not let the anger or hurt dominate your response – Look for facts and feelings – Identify where communication broke down Copyright © 2016, 2013, 2011 Pearson Education, Inc RESOLVING CONFLICT • Basic concepts to deal with workplace conflict: – – – – – – – Only you can control your response Do not let feelings dictate actions Attempt to resolve conflict immediately Accept responsibility for actions Apologize if necessary Retaliation is not the answer Keep your conflict issues confidential Copyright © 2016, 2013, 2011 Pearson Education, Inc 10 HARASSMENT Employee Rights • Zero Tolerance • Harassment Free Workplace • Equal Employment Opportunity Commission (EEOC) - federal agency • Department of Fair Employment and Housing state agency • Employee unions • Unlawful to retaliate against anyone who files a claim, even if claim is without merit Copyright © 2016, 2013, 2011 Pearson Education, Inc 20 HARASSMENT Be Aware of Employer Actions • Harassment policies • Harassment training • Report inappropriate behavior • An employer cannot help you if he or she is not aware of the problem Copyright © 2016, 2013, 2011 Pearson Education, Inc 21 TOPIC SITUATION Katie’s Tattoo TOPIC RESPONSE: Who was right and wrong in the situation between Katie and Raj? Whose rights were violated? If you were Katie, should you have handled the situation differently? Why or why not? If you were Raj, what would you have done differently? Justify your answer Copyright © 2016, 2013, 2011 Pearson Education, Inc 22 WORKPLACE BULLIES • Workplace Bullies: employees who are behaving in an offensive, humiliating, or intimidating manner – Workplace incivility – Bullying and incivility are inappropriate in the workplace Copyright © 2016, 2013, 2011 Pearson Education, Inc 23 WORKPLACE BULLIES Dealing with a Bully • Do not retaliate with poor behavior • Document dates, words, and witnesses • Share factual documentation with boss or HR department and file a formal complaint • If company fails to deal with situation in a reasonable time and manner, seek outside assistance Copyright © 2016, 2013, 2011 Pearson Education, Inc 24 KNOW YOUR RIGHTS • Legal right to work in an environment free from harassment, discrimination, and hostility • Share concerns with supervisor and exhaust internal remedies before going to government agencies: – – – – – State’s Department of Fair Employment and Housing Equal Employment Opportunity Commission State Personnel Board Department of Labor/Labor Commission Department of Justice Copyright © 2016, 2013, 2011 Pearson Education, Inc 25 RESOLVING CONFLICT AT WORK • Resolve directly with other individual • If unresolved, inform immediate supervisor • If situation worsens, formally file a complaint with the HR department • Seek assistance from an outside source Coworker Coworker Immediate Supervisor Human Resource Department Outside Agency or Private Attorney Figure 12-1 Copyright © 2016, 2013, 2011 Pearson Education, Inc 26 CONFLICT UNDER A UNION AGREEMENT • Union Terms: – Shop Steward: a coworker who is very familiar with the union contract and procedures available to assist you in resolving a workplace conflict – Grievance: a problem or conflict that occurs in a unionized workplace – Grievance Procedure: formal process of resolving a union-employer conflict Copyright © 2016, 2013, 2011 Pearson Education, Inc 27 CONFLICT UNDER A UNION AGREEMENT • Union exists to protect employee rights • Refer to union contract • Confer with shop steward • If there is a violation of policy, a formal grievance is filed • Employee, steward, and supervisor meet • If unresolved, a union official will meet with the HR department • If unresolved, attorneys from both sides (union and employer) will meet Copyright © 2016, 2013, 2011 Pearson Education, Inc 28 WORKPLACE VIOLENCE • A result of unresolved conflict • Includes any kind of harassing or harmful behavior (verbal or physical) • Workplace violence can come from: – – – – Coworkers Bosses Customers Family Copyright © 2016, 2013, 2011 Pearson Education, Inc 29 TOPIC SITUATION Claudia Helps a Coworker TOPIC RESPONSE: Did Claudia handle the situation appropriately? Why or why not? Copyright © 2016, 2013, 2011 Pearson Education, Inc 30 WORKPLACE VIOLENCE • Employee Assistance Program (EAP): a benefit offered by many employers that provides free and confidential psychological, financial, and legal advice – If you are experiencing a stressful situation at work or home, take advantage of this benefit Copyright © 2016, 2013, 2011 Pearson Education, Inc 31 WORKPLACE VIOLENCE Look Out for Warning Signs • Be aware of your surroundings • Keep work area and access well-lit • Request an escort to your car if necessary • Keep emergency phone numbers posted in visible areas • Report suspicious behavior or situations • It is better to be safe than sorry Copyright © 2016, 2013, 2011 Pearson Education, Inc 32 AGREE TO DISAGREE • Conflict frequently can’t be avoided • Apologize if you are wrong • Forgive if you have been harmed • Mature coworkers are willing to forgive and not hold grudges We don’t have to like all our colleagues, but we must demonstrate professionalism and show respect to everyone Copyright © 2016, 2013, 2011 Pearson Education, Inc 33 THINK ABOUT IT Identify grudges you have held or people you need to forgive Make a point of resolving one of those issues within the next week Copyright © 2016, 2013, 2011 Pearson Education, Inc 34 ... 2013, 2011 Pearson Education, Inc 22 WORKPLACE BULLIES • Workplace Bullies: employees who are behaving in an offensive, humiliating, or intimidating manner – Workplace incivility – Bullying and... available to assist you in resolving a workplace conflict – Grievance: a problem or conflict that occurs in a unionized workplace – Grievance Procedure: formal process of resolving a union-employer... response – Look for facts and feelings – Identify where communication broke down Copyright © 2016, 2013, 2011 Pearson Education, Inc RESOLVING CONFLICT • Basic concepts to deal with workplace conflict: