Workplace conflict

Workplace Conflict
1Conflict Resolution/SHC 2014

Objectives
O What is conflict?
O What is work-place conflict?
O Identifying preferred conflict style.
O Identify behaviours that are likely to trigger
events leading to conflict.
Conflict Resolution/SHC 2014 2

Ground Rules
O Respect your colleagues perspectives.
O Do not interrupt whilst your colleague is
speaking.
O Ask to have points clarified.
O Critique ideas and not the person.
O Build on each other’s ideas. Work towards
appreciating another’s perspective.

Conflict Looks Like …

Definition of Conflict
O “Conflict is an expressed struggle between
at least two interdependent parties who
perceive incompatible goals, scare
resources, and interference from others in
achieving their goals.”

Workplace Conflict
O It exists.
O Employees and Leaders adopt different
strategies to address it.
O Failure to address the root of conflict leads
to disabling outcomes.
O Conflict does not have to be destructive.

Workplace Conflict
O How do you deal with conflict?
 Avoiding
 Competing
 Compromising
 Accommodating
 Collaborating

Conflict Styles
O Avoiding – Described as an unhealthy way to
address conflict. Failure to address only
increases the opportunity for the conflict to
grow.

Conflict Styles
O Competing – pursuing your own interest at
another’s expense.
O Compromising – an approach in conflict
where people give up something for the
other to gain. Not considered satisfying.

Conflict Styles
O Accommodating – persons yield to another’s
request or demands. It is considered to be a
process of smoothing over an issue. Usually
done to preserve relationships.
O Collaboration – formulating a new direction
for parties to a conflict which takes into
account their needs and goals. Outcome is a
win/win solution.

Conflict Styles

Types of Conflict
O Relationship Conflict – interpersonal
challenges due to ill-conceived perceptions
about the other.

Types of Conflict
O Value Conflict – Conflict stems from what
individuals value as right or wrong.

Types of Conflict
O Interest Conflict – occurs when one person’s
desired outcome is in conflict with another’s
interest. It is believed that by satisfying
one’s interest, the other’s will not be met.

Poorly Resolved Conflict
O Unproductivity
O Resentment
O Sabotage
O Increased Absenteeism
O Poor relationships
O Distrust
O Ill-health
O Team Dysfunction

Signs of a Positively Resolved
Conflict
O Cohesive team
O Improved Relationships
O Innovation and Creativity
O Improvement in communication
O Improvement in collaboration
O Problem-solving inter/intra departmentally
O Empowerment

Strategies To Address
Workplace Conflict
O Understand there is an issue that needs to
be addressed. (Acknowledgement of the
Conflict).
O Find out the cause of the conflict before
attempting to resolve it.

Strategies Cont’d
O Be patient – Use the time wisely to assess
the data that has been collected. Making a
hasty decision may not have treated with the
underlying issue(s). And an inappropriate
response may bring more challenges.

Strategies Cont’d
O Avoid the use of coercion and intimidation –
the use of such tactics will place the conflict
on hold, temporarily BUT once it re-emerges,
you will need to now address anger and
other types of emotional challenges.

Strategies Cont’d
O Focus on the problem, not the person –
seek to identify what the challenge is
without complicating matters with pre-
conceived notions about the person.
O If after careful analysis it is found that the
person is toxic to the environment, then the
necessary steps should be taken to address
the person’s future.

Strategies Cont’d
O Formulate and establish guidelines – Have
the parties agree to guidelines that will
support resolving the conflict.

Strategies Cont’d
O Keep the communication open – The goal is
for the parties to come to a resolution
themselves. Parties should be given the
opportunity to share how they perceive the
conflict.
O How does the conflict impact the rest of the
department/organization?

Strategies Cont’d
O Be decisive – once you have conducted the
investigation; provided the parties an
opportunity to share their concerns; and
compiled the data, a decision must be
made.

Strategies…
O Not taking a decision will affect the
facilitator’s credibility, escalate the conflict
and/or end in litigation.

Short YouTube Presentation
Conflict Explained
O https://www.youtube.com/watch?v=KY5TW
Vz5ZDU

Workplace conflict

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