Managing Conflict in the Workplace (M3.14) Rebecca Johnson Corporate Learning & Development

Aim To develop knowledge and understanding of managing conflict and supporting individuals as required by a practising or potential first line manager

Objectives By the end of the session you will be able to: Identify causes of conflict at work Describe the stages in the development of conflict Explain the effects of conflict on individual and team performance at work Identify a technique to minimise & resolve conflict Describe how a manager could create harmony at work, engendering a positive atmosphere

Effects of Conflict Withdrawal from team Apathy Lack of commitment Uncooperative Sabotage Under achieve Performance Strong emotions Personal well-being Stress Self-esteem Reduces innovativeness Reduces job satisfaction

Conflict: Definitions “What happens when people’s differences work against one another” “Individuals or groups are in conflict when one or both parties are not obtaining what they want or need and are actively seeking their aim and end goal”

Development of Conflict Reflection Settlement Application In the Open Growing Anticipation

Anticipation Sticking our heads out from the protective shell May not enjoy it but we accept that it will occur and anticipate it Wait and see – the hawk Reptilian brain (instinct)

Growing Assuming conflict doesn’t take care of itself Can happen slowly over time or very quickly Will arrive at the stage where it can’t be ignored any more

In the Open Can no longer be denied or ignored Some may still attempt to withdraw or retreat or seek more time It is now inevitable that the conflict needs to be dealt with or the consequences will need to be dealt with

Application Once acceptance is reached, resolution can be sought Not one particular way to deal with conflict, we are free to try different methods We may develop a style – is it the most effective?

Settlement Conflict is resolved All involved in the conflict must be satisfied Tension dissipates Co-operative working can resume

Reflection Critical but often forgotten What did I learn from the conflict? What was the real cause? Can the conflict be prevented from happening again? What technique did I use to resolve the conflict? Did it work? Why (or why not?)

Causes of Conflict Misunderstandings Communication failure Value & goal differences Differences over methods /approaches to work Conflicts in job roles/ responsibilities/priorities Lack of team spirit/ co-operation Authority issues Non-compliance Differences in interpretation of policies/ standards of work Sickness/attendance Performance Rapid change/ organisational restructure Bullying & harassment Discrimination

Destructive Conflict Cuts off staff from each other Blocks communication Drains energy which should be going into the job Increased blaming Increased tension Impacts on job satisfaction and well-being

Constructive Conflict Likely to result in constructive outcomes – opens up discussion and solves problems Increases level of personal involvement and interest in an issue Improves communication Creates a buzz of energy & enhance work Develops abilities Releases emotions Clears air for more concentration on tasks

Conflict Prevention Recognise & accept differences in values, perceptions and expectations Be honest with self and others Get to know the people you work with Don’t assume you’re always right Don’t get defensive if someone disagrees with you Listen to others Provide ways in which people can express their feelings Ensure people learn from resolved situations

Thomas-Kilmann Conflict Handling Styles High C ON C E R N WI T H OWN N E E D S A S S E R T I V E High CO-OPERATIVE CONCERN WITH OTHERS’ NEEDS

Managers Role Recognise symptoms of conflict Recognise your own style for dealing with conflict Adopt appropriate strategies for resolving conflict Work with organisational procedures for conflict management

Conflict Strategy Confront conflict Understand everyone’s position Define the problem Search for and evaluate solutions Agree upon and implement best solution

Objectives By the end of the session you will be able to: Identify causes of conflict at work Describe the stages in the development of conflict Explain the effects of conflict on individual and team performance at work Identify a technique to minimise & resolve conflict Describe how a manager could create harmony at work, engendering a positive atmosphere