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TLIL4005A Apply Conflict/Grievance Resolution Strategies
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TLIL4005A Apply Conflict/Grievance Resolution Strategies

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  • 1. John Mak Google image 11/08/2013John Mak 1
  • 2.  What is conflict?  3 different views of conflict ◦ Traditional ◦ Human relations ◦ Interactionist  Functional conflicts  Dysfunctional conflicts  Types of conflict ◦ Task ◦ Relationship ◦ Process 11/08/2013John Mak 2
  • 3.  6 behaviours at managing conflict ◦ Assess the nature of the conflict ◦ Decide if this is a conflict that needs to be handled ◦ Evaluate the persons involved in the conflict ◦ Know your options for handling the conflict ◦ Deal with the emotional aspects of conflict ◦ Select the best option  Practice 11/08/2013John Mak 3
  • 4.  Conflict refers to perceived incompatible differences in some form of interference or opposition  Conflict is a natural by-product of people’s interactions in organizations and cannot be – nor should it be - eliminated 11/08/2013John Mak 4
  • 5.  Traditional view ◦ All conflict is bad and must be avoided  Human relations view ◦ Conflict is a natural and inevitable outcome in any group  Interactionist view ◦ Some conflict is necessary for a group to perform effectively 11/08/2013John Mak 5
  • 6.  Conflicts that support a group’s goals and improve the performance  11/08/2013John Mak 6
  • 7.  Conflicts that prevent a group from achieving its goals 11/08/2013John Mak 7
  • 8.  Task conflict ◦ Conflict over content and goals of the work  Relationship conflict ◦ Conflict based on interpersonal relationships  Process conflict ◦ Conflict over how work gets done 11/08/2013John Mak 8
  • 9.  1. Assess the nature of the conflict  2. Decide if this is a conflict that needs to be handled  3. Evaluate the persons involved in the conflict 11/08/2013John Mak 9
  • 10.  4. Know your options for handling the conflict ◦ Avoidance ◦ Accommodation ◦ Forcing ◦ Compromise ◦ Collaboration 11/08/2013John Mak 10
  • 11.  Google image 11/08/2013John Mak 11
  • 12.  5. Deal with the emotional aspects of conflict  6. Select the best option 11/08/2013John Mak 12
  • 13.  The following suggestions are activities you can do to practise and reinforce the behaviours associated with managing conflict: 11/08/2013John Mak 13
  • 14.  Think of a recent conflict you have had with a friend, colleague, or family member. ◦ What was the source of the conflict? ◦ How did you handle the conflict? ◦ Was the conflict resolved consistently with your goals? ◦ Was the conflict resolved consistently with the other person’s goals? ◦ What other ways of handling the conflict might have been more effective? 11/08/2013John Mak 14
  • 15.  Interview three managers at different organisations.  Ask them about their experiences in managing conflict.  What behaviours have they found that have been successful in managing conflict?  What have they found does not work? 11/08/2013John Mak 15
  • 16.  What is conflict?  3 different views of conflict ◦ Traditional ◦ Human relations ◦ Interactionist  Functional conflicts  Dysfunctional conflicts  Types of conflict ◦ Task ◦ Relationship ◦ Process 11/08/2013John Mak 16
  • 17.  6 behaviours at managing conflict ◦ Assess the nature of the conflict ◦ Decide if this is a conflict that needs to be handled ◦ Evaluate the persons involved in the conflict ◦ Know your options for handling the conflict ◦ Deal with the emotional aspects of conflict ◦ Select the best option 11/08/2013John Mak 17
  • 18.  Source: Based on S.P. Robbins and P.L. Hunsaker, Training in InterPersonal Skills, 3rd edn (Upper Saddle River, NJ: Prentice Hall, 2003), pp. 223-6; PL Hunsaker, Training in Management Skills; S. Caudron, ‘On the contrary: Productive conflict has value’, Workforce, February 1999, pp. 25-7; and C. Luporter, ‘Improving managers’ interpersonal skills’, Luporter Report, 14 January 1999. 11/08/2013John Mak 18