Chapter 8 Conflict Management: Techniques for Resolution.

Chapter 8

Conflict Management:Techniques for Resolution

Chapter 8 Conflict Management: Techniques for Resolution 2

Chapter 8 Objectives

• Define conflicts, explain why they are increasing in the workplace, and identify techniques to manage them.

• Explain the emotional intelligence as well as the problem-solving and communication skills needed to manage conflict.

• Manage angry and hostile individuals. • Manage conflict within work groups. • Understand the methods organizations use to

manage conflict.


Conflict Defined

• Conflict is a mental struggle resulting from incompatible or opposing needs, drives, wishes, or external or internal demands.

• Conflict exists in today’s workplace because of: Rapid change Increasing complexity of work Economy that pushes companies to do more with less Diversity of employees in the workforce Availability of more options and information with which to

make decisions


Conflict Defined(cont.)

• Workplace conflict can be positive if channeled in a healthy, open, and positive way.

• Conflict can: Result in a better understanding of other people Lead to an improved solution to some problem or

challenge Force the development of a major innovation or new idea

• A lack of conflict can indicate problems within the organization.



• An organization that successfully promotes healthy conflict will: Set clear expectations for healthy conflict Encourage conflict around ideas and issues Expect people to use data and facts to support opinions

and recommendations Not tolerate personal attacks Reward, recognize, and thank people who are willing to

take a stand



• Unresolved conflict can be destructive.• Signs of unresolved conflict can include:

Loss of productivity Increased absenteeism Workplace bullying Injury and accidents Employee turnover Grievances and litigation Increased customer complaints



• To handle conflict, individuals and organizations rely on the principles of conflict management.

• Conflict management is a process in which the parties collaborate and work together to reach a solution that is agreeable to all.



• Use these suggestions to help minimize conflict: Use strong communication skills to lessen the possibility

you are causing conflict. Listen carefully for areas of agreement and build on them. Use conflict management skills to defuse conflict between

yourself and others. Be a third-party conflict manager—use conflict

management skills to help others who are in conflict.



• The ability to manage conflict greatly impacts the organization and human relations system.

• Conflict management requires: Strong emotional intelligence Good communication skills Good problem-solving skills


Emotional Intelligence and Skill Sets

Emotional Intelligence• Self-regulation and empathy are components of

emotional intelligence vital to conflict management.• Self-regulation skills include:

Trustworthiness Self-confidence Integrity Fairness Benevolence


Emotional Intelligence and Skill Sets(cont.)

Emotional Intelligence (cont.)• Empathy:

Empathy means respecting differences and sensing the feelings and perspectives of others.

Develop empathy by listening carefully to others and imagining yourself in their shoes.

Empathizing with someone does not mean you agree with him or her but that you understand his or her viewpoint and feelings.



Skill Sets for Resolving Conflicts• Active listening:

Active listening skills allow you to focus on others’ wants and needs without judging or interrupting.

If you listen to the other person’s side of the argument, he or she is more likely to listen to yours.

• Focusing on needs: Don’t assume you know the needs of the other party. To identify needs, take big problems and break them down

into small ones.



Skill Sets for Resolving Conflicts (cont.)• Developing and analyzing options:

Good options are developed through active participation by all parties.

Good options:○ Meet the needs of all parties○ Allow the parties to save face○ Are based on objective standards



Skill Sets for Resolving Conflicts (cont.)• Developing and analyzing options (cont.):

Reality checking is a way to explore the consequences of possible solutions to find options that are in the interests of both parties.

Win-win options are those that satisfy interests of both parties.

Saving face refers to maintaining a good image. Objective standards are rules of thumb that are developed

by others not involved in the conflict.


Managing Angry Confrontations

• To deal with a loud, aggressive customer or coworker:1. Try not to take the confrontation personally. 2. Speak softly. 3. Deal with emotions first. 4. Listen actively.5. Don’t inflame the situation.


Managing Conflict in Groups

• Conflict in work groups can involve single team members or the team as a whole.

• Causes of conflict may be: Mutual antagonism Organizational reliance Goal ambiguity Labor-management disputes Unclear roles


Managing Conflict in Groups(cont.)

• Mutual antagonism: Conflicts may arise within the team or between teams. Within the team, a conflict may occur between a

supervisor and a subordinate or between any two or more team members.

• Organizational reliance: Conflict may arise between teams that rely on each other if

one team does not perform well.



• Goal ambiguity: Team goals may differ from the goals of the organization.

• Labor-management disputes: Conflict may be based on roles that labor and management

feel it necessary to portray. • Unclear roles:

Conflict can result from uncertainty or instability brought on by constant changes in roles and missions.


Figure 8.1Group Conflict Resolution Options

•When an unpopular decision needs to be made, there is no likelihood of change, or resolution is needed immediately

Competing

•When maintaining relationship outweighs everything else, time is limited, or harmony is of utmost importance

Accommodating

•When issue is trivial, stakes are not high, or there is little chance of getting what you want

Avoiding

•When issues are important/complex with no clear solutions or conflicting people are equal in power

Compromising

• When issues are important/complex with no clear solutions or conflicting people are equal in power

Forcing

•When maintaining a relationship is important, time is not a concern, or peer conflict is involved

Collaborating



• You can develop facilitation skills to help manage group conflict.

• A good facilitator works to keep trust, openness, and informality as a foundation for conflict resolution.



• A good facilitator: Teaches people alternative ways to share information and

resources Encourages brainstorming sessions to allow all ideas to

flow Helps tie together comments, questions, and concerns Ensures all participants are aware of decisions being

reached



• A good facilitator (cont.): Involves all participants Stays process and goal oriented Remains alert to distractions from the topic Discusses controversial issues thoroughly Is skilled in decision making


Organizational Solutions to Conflict

• Organizations use methods known as internal dispute resolution (IDR) to deal with conflicts that employees are not able to resolve on their own.

• IDR may be informal or formal.


Organizational Solutions to Conflict(cont.)

Informal IDR• Open door policies:

Open door means you are free to talk with any level of management at any time.

• Human resource departments: A human resource (HR) department may take note of

complaints and work to resolve them. Complaints of harassment based on race, religion, sex,

national origin, age, and disability cannot be kept confidential.



Informal IDR (cont.)• Ombuds:

Ombuds provide informal, confidential help. Ombuds generally report directly to the head of the

organization and are neutral.• Telephone or web hotlines:

Organizations may have hotlines to report problems or conflicts.

You may speak to a live operator or leave a detailed message.



Formal IDR• Grievance procedures:

The grievance procedure provides formal structure and outlines the steps an employee should take to resolve an issue.

• Peer review: The peer review process generally involves volunteer

employees who sit on a panel and determine whether a policy or procedure was properly and fairly applied.



Formal IDR (cont.)• Mediation:

Mediation is a voluntary process whereby a neutral third party presides over a formal resolution session.

Mediation components5:○ Opening statement by the mediator setting the ground rules ○ A chance for each party to make an uninterrupted statement ○ Interchange where parties discuss and work to a resolution; the

mediator may hold a caucus to discuss issues with one party in private

○ Agreement written by all parties if mediation is successful



Formal IDR (cont.)• Arbitration:

In arbitration, the employment dispute is submitted to an impartial person or panel that makes the final decision and may either be voluntary or involuntary.

Parties may agree in advance to resolve future issues through arbitration.

The written decision may or may not be binding and enforceable in court.



Formal IDR (cont.)• Arbitration (cont.):

Arbitration process is more informal and more confidential than a court setting.

Arbitration follows these steps: ○ Parties submit statements. ○ Parties attend a hearing and plead their side. ○ The arbitrator(s) may ask questions. ○ The arbitrator(s) generates a written decision.


Key Terms

• Conflict• Conflict management• Third-party conflict

manager• Reality checking• Win-win options• Saving face• Internal dispute

resolution (IDR)

• Open door policies• Ombuds• Grievance procedure• Peer review process• Mediation• Caucus• Arbitration• Binding

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Chapter 8 Conflict Management: Techniques for Resolution.

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