Chapter 12: Conflict Management, Resolution & Prevention

• What is Conflict?• Conflict

Management• Conflict Resolution• Conflict Prevention

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.

What is Conflict?

• We define conflict as a disagreement resulting from individuals or groups that differ in:– Opinions– Attitudes– Beliefs– Needs– Values – Perceptions

Main “Ingredients” of Conflict

• The main “ingredients” of conflict include:– Desires– Needs– Perceptions– Power– Values – Feelings

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

Conflict Triggers

* Communication is the resolution to the majority of conflicts!

• Different work methods• Different goals• Personalities• Stress• Different viewpoints or

perspectives

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.

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.

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.

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.

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!

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.

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

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!

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.