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Conflict Management, Resolution & Prevention by John Wiley & Sons

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Conflict Management, Resolution & Prevention by John Wiley & Sons

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Conflict Management, Resolution & Prevention by John Wiley & Sons

  1. 1. Chapter 12: Conflict Management, Resolution & Prevention • What is Conflict? • Conflict Management • Conflict Resolution • Conflict Prevention
  2. 2. What is Conflict? • Anger is defined as a feeling of great displeasure, hostility, indignation, or exasperation, wrath, trouble or affliction. • Conflict is defined as discord, a state of disharmony, open or prolonged fighting, strife or friction.
  3. 3. What is Conflict? • We define conflict as a disagreement resulting from individuals or groups that differ in: – Opinions – Attitudes – Beliefs – Needs – Values – Perceptions
  4. 4. Main “Ingredients” of Conflict • The main “ingredients” of conflict include: – Desires – Needs – Perceptions – Power – Values – Feelings
  5. 5. Common Causes of Workplace Conflict  Lack of communication  Feelings of being undervalued  Undefined/not clearly defined roles  Poor use of managerial criticism  Preferential treatment  Poor management/leadership  Impractical expectations  Overworked employees  Stress  Internal conflict
  6. 6. Conflict Triggers * Communication is the resolution to the majority of conflicts! • Different work methods • Different goals • Personalities • Stress • Different viewpoints or perspectives
  7. 7. Violence in the Workplace • On the rise in recent years. • HR professionals and managers need to be more vigilant in creating a positive, safe and secure workplace environment.
  8. 8. Violence in the Workplace • This can be significantly reduced by taking preventative measures: – Increased security by using employee name badges. – Reducing the number of entrances and exits. – Video surveillance cameras. – Entrances with metal detectors. – Guest and employee security checks at hotels. – Complete background checks on all employees. – Noting and reporting any use of threats, physical actions, frustrations or intimidation.
  9. 9. Conflict Management • The application of strategies to settle opposing ideas, goals, and/or objectives in a positive manner. • There are 5 steps. – See next slide.
  10. 10. Conflict Management • 1st : Analyze what is at the center of the conflict. – Brainstorm • 2nd : Determine the strategy that will be used to resolve the conflict. – Collaboration – Compromise – Competition – Accommodation – Avoidance • 3rd : Start pre-negotiations&re-assess. • 4th : Begin the negotiation phase. • 5th : Implement the negotiations made.
  11. 11. Conflict Resolution • Keep the best interest of your company in mind. • Guiding principles for handling conflict: – Preserve dignity and respect. – Listen with empathy and be fully present and identify the issues. – Find a common ground without forcing change and agree on the issues. – Discuss solutions. – Honor diversity, including your own perspective. – Agree on the solutions and follow up. – Avoid groupthink!
  12. 12. Alternative Dispute Resolution (ADR) • Problem-solving and grievance resolution approaches to address employee relations and disputes outside the courtroom. • Provides employers and employees with a fair and private forum to settle workplace disputes.
  13. 13. Alternative Dispute Resolution (ADR) • With ADR a process is in place to offer the following options: – Open Door Policy – Third-Party Investigations – Fact Finding – Peer Review – Mediation – Arbitration
  14. 14. Conflict Prevention • Conflict is bound to arise in any atmosphere that requires interdependency between people and work. • Preventing it is substantially more effective than having to undo it!
  15. 15. Conflict Prevention • Conflict is not really the root of the problem. • The root is a lack of direct, properly handled conflict. – Beprepared to handle conflict. – Pay close attention to your employees. – Listening actively. – If it seems like a situation may lead to a conflict you should speak up before the situation gets out of hand. – Always remember to keep a sense of humor. © 2010 John Wiley & Sons, Inc.

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