Conflict can be distressing in the workplace. A quick Google search for “workplace conflict 2011” revealed almost 59 million hits, including recent research from the UK, courses in Canada and Australia, blogs, headlines about workplace violence, and articles targeted to diverse industries and organizational structures. Workplace conflict is a hot topic!
In many cases the conflict is amongst co-workers or between employees and their managers and someone from the Human Resource department may be called in to intervene. Left to simmer too long, minor workplace conflicts can boil over, resulting in toxic workplaces, bullying, mobbing, or, in extreme cases, a violent counter-attack as in the Calgary story from just last month, where an employee, frustrated over a disagreement about expenses, rammed a semi-trailer into his employer’s truck. Witnesses reported, “He was distraught . . . he could have done anything!”
In other cases, however, conflict initiates with dissatisfied customers or disempowered clients. Regardless of the issue or who the players may be, de-escalating conflict is an important skill to have. We’ve recently uploaded 10 Tips for De-Escalating Conflict and it’s a key component of our customized workshop for case managers on “Dealing With Challenging Clients.” Tips focus primarily on managing yourself – the only person in the conflict that you really have any control over!
Join us online for our new online certificate program for Case Managers, beginning February 16th!
Originally posted February 9, 2011 by Roberta Neault