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 1 st : Analyze what is at the center of the conflict. – Brainstorm 2 nd : Determine the strategy that will be used to resolve the conflict. – Collaboration – Compromise – Competition – Accommodation – Avoidance 3 rd : Start pre-negotiations&re-assess. 4 th : Begin the negotiation phase. 5 th : 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.