Suncoast CPCU topic: How to resolve conflict in the workplace
Insurance professionals, whether working as agents or claims adjusters, need to learn and refine effective conflict resolution skills. The first step is to understand each person’s job responsibilities and individual conflict style.
Susan Granata, president of the Florida Suncoast Chapter of the Chartered Property and Casualty Underwirters, coached attendees at the group’s regular monthly meeting in late April in Tampa, Fla.
With permission of the CPCU National Office, Granata, presented an abbreviated version of a Business Coaching Essentials seminar, which was part of the 2005 CPCU National Leadership Institute in Phoenix, Ariz.
People have conflicts
“When people get together, regardless of the purpose or goal, there is an opportunity for conflict and it seems an unavoidable part of our very existence,” Granata explained. “There are many causes that fuel the development of conflict as we interact with people who see the world differently than we do.”
One point to consider is that “conflict is often a negotiation gone bad.”
She asked the members to discuss their work situations and causes of conflict; and personal situations and causes of conflict.
Then she divided the members up into teams and had them list at least six causes of conflict to share with the entire group.
After discussing these topics, the group concluded there are many causes of conflict: miscommunication, misunderstanding, irrelevant differences, relevant differences, poor choice of language, ineffective management style, unclear roles and responsibilities, and times of organizational change.
“Whether conflict is on an individual, organizational or relationship level, the cost of conflict in the workplace is staggering,” Granata maintained. She asked the group to consider the cost of conflict in the workplace.
Just a few of the esponses included: Lost time and productivity, poor morale, conflicts go underground, damaged relationships, defection of key employees and loss of key clients.
According to Granata, other results include the division of organizations, departments and units; wasted resources; decreased opportunity to learn and change; and damage to the organization’s reputation.
Ascertaining a comfort level
“Since conflict is so much a part of our lives, why aren’t we more comfortable during situations of conflict in the workplace?” Granata asked. “And as leaders of our organization, how comfortable should we be with conflict?”
Granata described common ineffective conflict tactics: avoidance, conquest, role dominance, band-aid fixes and bargaining.
Pointing out that self-awareness is important, Granata asked the CPCU members to investigate their own dominant style for handling conflict. She said this would help increase the ability to recognize, understand and resolve conflict.
The members were asked to answer 15 questions formulated by Business Coaching Essentials to determine each person’s dominant style of dealing with conflict: accommodate, avoidance, aggression, compromise and collaboration.
Cooperation the key
According to research, collaboration appears to be the best conflict model, because everyone wins – the individuals and the organization. In collaboration, the results are of utmost importance, along with relationships.
“Everyone cooperates to try to resolve the conflict with mutually acceptable outcomes,” Granata explained. “The highest investment of time and energy will nevertheless generate the most organizational synergies.
“These will be most satisfying to all parties involved and comforting to those outside the conflict who are watching the outcome. Competition is against the situation, not against each other due to creative problem solving, open mind-set and trustful/truthful relationships,” she said.
She concluded her presentation by recommending that members consider attending the CPCU National Leadership Institute. This three-day seminar event that will be sponsored jointly next year by the Florida SunCoast Chapter of the Chartered Property and Casualty Underwriters and the National Leadership Institute.
Upcoming meeting
Granata told Insurance Journal that Representative Leslie Waters, R-St. Petersburg will be the Suncoast Chapter’s special speaker at its June 5 meeting.
Waters is the Speaker pro-tempre of the Florida House of Representatives.
This is Waters’ eighth and final year in the Florida House of Representatives. She ranks No. 2 to the Speaker of the House among 120 State Representatives from all of Florida.
“This is a great accomplishment for anyone, and something for which Florida women can be proud,” said the representative’s office.
Waters is one of only a few insurance industry professionals (29 year insurance career in Florida) who has risen to such a high level in state government.
Waters received a leadership award from the Florida Association of Insurance Agents in 2000; and was the Florida Association of Insurance and Financial Advisors Representative of the Year in 2001.
Waters will talk about key happenings in the 2006 Session of the Legislature in Tallahassee. She is also expected to comment on the 2006 election year and how important it is (regardless of party affiliation) for each CPCU to know their representatives and senators, and to get involved in supporting the best of those running to represent citizens.
Advance reservations for this event should be made by contacting: William H. Stitt, CPCU Suncoast Chapter president, (727) 373-2792, email: billstitt@bouchardinsurance.com; or Saba Gobalasingajm, (941) 907-2411, email sgabal@fcci-group.com.