Healthy workplace conflict is about managing disagreements related to productivity: questioning policies, fixing problems, negotiating, and making decisions in a group. Not everyone will get their way, but most will feel they were treated fairly and their concerns heard. Healthy conflict is relatively short-lived, and everyone goes back to work. However, unhealthy conflict is about those bad feelings between people where chronic anger and hurt seems to be the rule. Sometimes they’re called personality conflicts, meaning ambiguous and based on feelings, rather than about specific events and based on facts. Sometimes they are rooted in past mistakes and misunderstandings that are never forgotten or forgiven. Regardless, the goals for conflict management in the workplace are to resolve issues in a timely fashion, treat each other with courtesy and respect, and maintain productivity. In this recorded webinar, Pat Wagner of Pattern Research discusses several models for resolving personal and professional conflicts that work most of the time with most people, whether you are dealing with employee, co-worker, or issues with your boss. Topics include the importance of precision and empathy, taking responsibility, the role of supervisors, and the differences between personnel and personal issues.
Pat Wagner has been a library trainer and consultant since 1978. She focuses on skills that support the success of libraries. She is known for her practical and good-humored programs.