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Successful Collaboration in the Workplace

Session II: Conflict Resolution

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AhaSlides Login

Please have your phone available to join our AhaSlides.
Join by going to www.ahaslides.com and at the top, enter this code: BCFL2
You may also join by scanning the QR code at the top of your Participant’s Guide. Ensure you are scanning the code for Session 2.

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Welcome and Agenda

Introductions and Best Practices
Conflict Resolution Skills

Previously Learned Skills
Emotional Intelligence
Impartiality
Patience
Knowledge Check

Effective Conflict Resolution Steps

Breakout Room Activity: Scenarios

Summary and Questions
Conclusion

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Introductions and Best Practices

Facilitator and Producer Introduction
Best Practices

Keep your microphone on mute unless speaking.
Keep your camera on during the training.
Minimize distractions and be mindful of your background.
Please keep your chat open during the training.
Type any questions or technical issues you may have into the chat.

Timing: 3 mins

SAY:

Hello, my name is _________ and I am your training facilitator today. I have _______ years of experience facilitating this training and my background is in ______________.
____________________ is our producer and is running things behind the scenes.
Type in the chat whether you’re joining us directly from Session 1 or if you’re new today.
Please look over our best practices. Keep your microphone on mute unless you are selected to speak and keep your camera on at all times. If you need to step away from the training, please do so. Minimize your distractions and be mindful of your background. If you have any questions during the training, please type them in the chat and the producer can answer them for you. Please keep your chat open during the training.

DO:

Monitor chat and select a few responses to point out: i.e. “I see lots of participants who just finished session 1!” or “I see a lot of you have taken session 1 earlier.”
Advance slide.

Producer Notes:

Check that participants have cameras turned on and that their microphones are on mute.
Begin preparing participant groups for breakout rooms.

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What previous skills are necessary for resolving conflict?

Effective

Communication

Active

Listening

Open-Door

Policy

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Conflict Resolution Skill: Emotional Intelligence

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Emotional Intelligence Poll

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Conflict Resolution Skill: Impartiality

Fairly assess the situation
Consider diverse perspectives
Make well-informed decisions
Fosters trust and confidence

Timing: 3 mins

SAY:

Being able to stay impartial is essential in conflict resolution. It allows you to fairly assess the situation, consider diverse perspectives and make well-informed decisions that ensure both the well-being of Tactical Tech as well as our employees. If you are skilled in staying impartial when resolving conflicts, it fosters trust and confidence with the parties in conflict.
Think for a moment about your skill level in remaining impartial during conflict resolution. On a scale of 1-5 with 5 being high in this skill, rate yourself and jot it down in your Participants Guide. Is this a skill that needs building?
If you feel like this skill needs some work, there is an excellent article about practicing impartiality in your Participant’s Guide where you can find more information and helpful tips to practice.

DO:

Advance slide.

Producer Notes:

Monitor chat for questions or problems.
Prepare breakout rooms for scenarios.

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Conflict Resolution Skill: Patience

Allow emotions to settle
Avoid rushing to a decision
Give time for voicing concerns
Ensure all relevant information is shared

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Knowledge Check �Skills for Conflict Resolution

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Effective Conflict Resolution Steps

Investigate – identify unmet needs, seek to understand viewpoints, utilize emotional intelligence

Find Common Ground – examine shared goals, acknowledge different perspectives

Brainstorm Solutions – utilize active listening, impartiality

Agree on a solution – use negotiation and patience, aim for fair and realistic resolution

Establish roles – focus on teamwork in outlining responsibilities to solution

Document – list involved parties, nature of conflict, resolution and roles

Follow up – keep open communication, ensure agreements met, conduct employee checks

Timing: 6 mins

SAY:

Use your Participant’s Guide to fill in the 7 steps to effective conflict resolution as we go through them.
[CLICK] The first step is to investigate the conflict. Clearly identify the specific issue or issues causing the conflict. Gather information from all parties involved to identify unmet needs and seek to understand their perspectives as to why the conflict has occurred.
[CLICK] Next, find common ground among the parties. Examine the goals of each party in the resolution and find commonalities. Acknowledge differing perspectives of each of the involved parties.
[CLICK] As a group, brainstorm solutions. Utilize active listening skills and impartiality as you act as a mediator between the parties. Take note of viable solutions that would benefit both parties.
[CLICK] Agreeing on a solution will take compromise, so use negotiation and aim for fair and realistic resolutions that both parties can agree on.
{CLICK] To ensure the solution is met, establish roles for all involved parties and focus on teamwork in achieving the common goals that were previously identified.
[CLICK] Document the conflict, including the involved parties, the nature of the conflict, the agreed-upon resolution and the roles each party played in the solution for future reference.
[CLICK] Follow up with the parties, keeping open communication, to ensure the agreement is met and conduct employee well-being checks to ensure any remaining issues are properly addressed.
I’ll give you a few moments to finish writing any notes you may need to take on your Participant’s Guide. If there are any questions, please type them in the chat.
A job aid with the steps for conflict resolution is available in your Participant’s Guide.

DO:

Wait for participants, giving 1-2 minutes.
Advance slide

SAY:

An infographic of these steps is included as a link in your Participant’s Guide as well. This can be a quick reference guide to keep at your desk to ensure you’re going through the steps in conflict resolution.

Producer’s Notes

Ensure breakout rooms are ready during slide presentation.
Monitor chat and answer any questions that arise after the slide presentation.

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Breakout Room Activity: Scenarios

1

2

3

Timing: 15 mins

SAY:

We are now going to do a breakout room activity. You will be split into 3 groups and sent to breakout rooms to discuss a specific scenario. The three scenarios are listed in your Participant’s Guide.
Use the skills you’ve learned in this presentation along with the seven steps to effective conflict resolution.
Your room will be assigned a scenario from your Participant’s Guide. Once in the room, _______________ (Producer Name) will assign your room a scenario number.
You will have 10-15 minutes to discuss the steps to resolution in your group.
A shared google doc will be placed in the breakout room for your group’s shared ideas. Please assign one person to record the steps you take. These documents will be converted to pdfs and sent to the participants after the session.
At the conclusion of the time, we will come back together to share our solutions.

DO:

At the start of the breakout rooms, set a 15-min timer. Be sure to let participants know when they only have a few minutes left.
At the conclusion of the time, advance slide.

Producer Notes:

Ensure all participants have been added to the predetermined breakout room and the google document links are pasted in the room group chat.
Give the participants remaining time reminders at 5 and 2 minutes remaining.
At the conclusion of the time, force all participants back into the main presentation.

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Scenario Debrief

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2

3

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Summary

Previously learned skills: Effective and Open Communication, and Active Listening

New Skills: Emotional Intelligence, Impartiality and Patience

7 Steps to Effective Conflict Resolution

Discuss and debrief practice scenarios

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Questions?

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Conclusion

Thank you for taking this training!

Successful Collaboration in the Workplace

Session II:

Conflict Resolution

Facilitator Email Address: