LSM305 - Conflict Resolution
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1) The document discusses conflict resolution and defines conflict as having interests that inevitably conflict and lack of full trust between parties. 2) It presents models of conflict including workplace conflict and Robbins & Judge's conflict process. Areas of potential conflict are identified as competitors, managers/employees, suppliers, and customers. 3) Techniques for conflict resolution are outlined in 9 steps including staying calm, listening to understand, accentuating the positive, stating your case tactfully, avoiding blame, focusing on the future, linking offers, and being confident.
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LSM305 - Conflict Resolution
- 1. By Abby Shrimpton, Adam Nicholson, Felicity Harvey, Jamie Campbell & Julian Strong
- 2. Conflict defined ‘Conflict resolution begins without that mutual confidence, as the parties have interests that inevitably conflict and they are not likely to trust each other fully’(Torrington et al, 2011). Destructive Conflict – Distraction from achievements Constructive Conflict – Creates improvements and innovation (Katz, 2000)
- 3. Conflict Models Albright (2001) Workplace Conflict Robbins & Judge’s (2007) Conflict process
- 4. Identified Conflict areas Competitors Managers & Employees Suppliers Customers
- 5.
- 6. Conflict Resolution 1) Stay Calm 2) Listen to understand 3) Accentuate the Positive 4) State your case tactfully
- 7. Cont. 5) Avoid the blame game When I grow up I want to be… 6) Focus on the future 9) Celebrate Agreement 7) Link offers 8) Be confident
- 8. Personal Experiences and Literature ‘‘My placement provided opportunities for me to learn and improve the vital personal skills expected by potential employers through the situations and problems that I experienced’’ – Jamie ‘‘My placement has opened my eyes to which industry is for me’’ - Julian ‘‘My placement allowed me to develop and grow as a person, I’ve become more confident in myself and my work and have realised the importance of remaining calm in stressful situations’’ – Felicity ‘‘Allowed me to develop my working attitude and personal development in terms of confidence, independence and growth as a person’’ – Adam ‘’My placement enabled me to see how academic theories relate to the practice in a business environment. Also, I have gained many skills and developed many personal attributes e.g. communicating, organisation & confidence’ - Abby
- 9. Conclusion Abby ‘’Over half of graduate recruiters stated that it was either not very likely or not at all likely that a graduate who’d had no previous work experience, would be successful during their selection process and be made a job offer’’ (High Fliers Research report, 2013)