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

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

3. 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

4. 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

5. 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”

6. Development of Conflict
Reflection
Settlement
Application
In the Open
Growing
Anticipation

7. 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)

8. 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

9. 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

10. 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?

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

12. 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?)

13. 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

14. 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

15. 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

16. 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

17. 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

19. 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

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

21. 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