DCCA learns the ropes on dealing with conflict

Conflict is a necessary and healthy part of the life of all organizations. The Department of Community and Cultural Affairs learned the truth of that statement at a personal development workshop on “Improved Communications” sponsored by the DCCA Division of Youth Services earlier this month.

The workshop, facilitated by Dr. Ken Shankweiler, elaborated on the importance of good communication skills in the workplace. The daylong training consisted of various group activities and discussions on the basic skills of communication and steps in dealing with conflict.

“The purpose of presenting this workshop on communication was to strengthen our staff’s understanding, skills, and provide them the tools needed when dealing with conflict,” said DYS director Victor Mesta. “As the end product, DYS and the department will be better prepared to obtain its goals and objectives.”

According to Shankweiler, how well a person communicates with people determines what he or she will become in life, personality-wise. As part of the training, participants were reminded to use simple language, to ask for feedback, to think about the receiver of the communication, and to focus on what the receiver needs and wants to know.

“The workshop taught me to be more patient and more understanding toward my co-workers’ needs,” said Genevieve Deleon Guerrero of the DCCA Office of the Secretary. “I also learned that just the way people look and say things also expresses how they really feel, and when others are already mad, I shouldn’t get mad because it only causes more stress.”

In resolving conflict, Shankweiler teaches that team leaders must focus on the objective facts, area of needs, and mutual goals; ask for possible solutions from both parties to resolve conflict; have both parties agree on solution; and set up a review. It’s a process that Juvenile Correction Worker I Ricardo R. Rasa plans to implement in his work at the DYS Juvenile Correction and Detention Unit.

“For our job in this field working with the kids, we learned new skills on how to not let any conflict escalate,” said Rasa. “Even with co-workers, we learned how to deal with staff and control conflicts through procedures.”

The workshop was held at the Hyatt Regency Saipan and was participated in by several DCCA divisions: the Division of Youth Services, Office on Aging, Nutrition Assistance Program, and the Office of the Secretary.