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.