C10 Respond to interpersonal conflict

• Interpersonal conflict


  can occur at anytime, anywhere, between anyone, because of many different factors
• 10. Organisational policies and procedures of interpersonal conflict

  conflict resolution outline ~ step by step process

  work health and safety

  communication protocols ~ employees know who and where to express their concerns

  confidentiality guidelines

  mediation & intervention procedures ~ middle man/third parties

  documentation practices

  training and education

  escalation protocols ~ management or HR

  preventative measures

  review & updates
• 10. Role responsibilities of front-line staff

  they interact directly with customers, clients and team members

  notice when people are not getting along and encourage colleagues to talk openly about their issues.
• 10. Role responsibilities of supervisors and managers

  oversee and lead others in the workplace

  managers establish expectations, create a positive work environment and make sure rules are in place to handle interpersonal conflicts. they may step in when there are issues

  supervisors are directly involved in addressing interpersonal conflicts by identifying early signs and bringing parties together to solve issues. they also action preventative measures and documentation
• 10. Role responsibilities of human resources personnel

  their role is to deal with employee-related matters

  they provide a neutral point of view, look into complaints and issues while also establishing polices and proceedures for conflict resolution
• How to prevent interpersonal conflict

  by establishing and maintaining a positive working relationship and environment. this helps people talk about problems, clear up misunderstandings and find peaceful solutions
• Risks of interpersonal conflict

  conflicts can trigger stress, leading to potential physical of psychological injury if stress is repeated, continued or severe
• Managing risks of interpersonal conflict

  ensure the health and safety of all staff, physically and mentally
• Preventing interpersonal conflict

  a proactive approach, means taking steps to stop disagreements and tensions before they become bigger problems

  involves recognising potential issues, understanding what might cause these conflicts and using effective strategies to avoid them
• What preventing interpersonal conflict involves

  building a rapport between colleagues

  active listening

  discussing differences constructively ~ encouraging members to openly discuss their thoughts

  promoting cooperation, understanding and teamwork
• Identifying interpersonal conflict

  involves paying attention to how people act, the words they use, their expressions so you can identify issues early on
• Reporting


  helps fix the problem early and control the situation

  1. know who to report to
  2. document conflict details
  3. follow organisations reporting protocols
  4. maintain confidentiality
  5. submit report through proper channels
  6. cooperate with any investigations/discussions
  7. follow up to stay informed about the resolution process
• 10. Interpersonal communication and negotiation techniques

  strategic questioning and reasoning

  positive, confident and cooperative language

  controlled tone of voice

  body language

  appropriate language and concepts for those involved

  clear presentation of options & consequences

  flexibility & compromise

  confirming understanding

  giving constructive feedback ~ sandwich
• 10. Strategic questioning and listening

  asking certain questions to gather information and direct the focus of people involved
• 10. Appropriate language and concepts to the people involved

  use language and concepts that those involved understand to make it easier to find a resolution
• 10. Clear presentation of options and consequences

  involves outlining different choices available to resolve conflict and explaining the potential consequence related to each option

  1. present options
  2. explain consequences
  3. encourage open discussions
  4. enable decision making
  5. record or document agreements
• 10. Flexibility & compromise

  involves a willingness to change your viewpoint and explore different solutions
• 10. Giving constructive feedback

  choose the right time and place

  be specific and objective

  use "I" statements ~ express your own feelings

  focus on behaviour not personality

  express emotions appropriately

  offer solutions & alternatives

  encourage two-way communication

  maintain a positive tone

  follow up
• 10. Self-reflection

  take a look at your own thoughts, actions and feelings during conflict to understand the role you play/ed. this will help you improve your approach in future situations

  • journaling
  • mindfulness
  • seek feedback from others
  • meditation
  • critical incident analysis ~ reflect on specific incidents
  • conflict resolution training
  • coaching
• Questioning feedback model 


  asking people about their thoughts of how the conflict went, encourages them to think about conflict resolution on their own
• 10. Confirming understanding


  makes sure everyone is on the same page during the conflict resolution process

  • reflective listening
  • give thoughtful responses
  • ask clarifying questions
  • summarise their position
  • non-verbal cues
• 10. Compromising compared to lose-lose outcome


  compromise finds a fair solution where people give and take to make an agreement

  • results in solutions that are suitable
  • resolves conflicts quickly
  • ensures that no one person comes out as the main "winner", everyone gains and loses something
  • reduces tension
• 10. Tone & Volume


  remaining calm and composed removes the possibility of the issue escalating further and can help the angry individual/s to return to a calm state to solve the issue. the volume of your voice is important for clarity and understanding
• 10. Bad body language


  crossed arms

  rolling eyes/avoiding eye contact

  sighing/huffing/heavy breathing

  pointing fingers

  constant fidgeting

  interrupting
• 10. Deescalating conflict using positive, confident and cooperative language


  using friendly and helpful words when talking to others to create a positive and respectful atmosphere when discussing conflicts. this makes it easier for everyone to express their thoughts and work towards a solution
• 10. Techniques used for promoting cooperation and understanding within teams

  passing on/sharing info

  demonstrating to staff

  inclusion of staff

  modelling to staff

  communicating to staff

  teamwork
• 10. Benefits of active listening


  completely engaged in the conversation/what the person is saying which in turn gains their respect and creates a good relationship with them
• 10. Use of interpersonal concepts to explain in different ways to customers


  can involve paraphrasing or using gestures to describe in different ways. Or giving written information
• 10. Discussing differences constructively


  encourages team members to share their thoughts, opinions and ideas. by talking about their differences in a good way sets a foundation for finding things they agree on
• 10. Team building and rapport building within a work team – strategies to use

  building positive relationships based on mutual respect, professionalism and trust. building a rapport with a colleague can involve:

  • being a good listener
  • chatting during breaks or quiet times
  • offering help or support
  • being respectful and professional
  • showing gratitude and appreciation