2. © ABSL Power Solutions 2007 © STM Quality Limited STM Quality Limited Handling Conflict TOTAL QUALITY MANAGEMENT Handling Conflict

3. © STM Quality Limited STM Quality Limited What Is Meant By Conflict Within A Team?

4. © STM Quality Limited STM Quality Limited Handling Conflict What action could one take to resolve issues within the team?

5. © STM Quality Limited STM Quality Limited What Action Could We Take To Resolve Conflict? Leave the conflict to be resolved by the members of the group? Intervene directly with the group? Deal with the conflict directly in private? Deal with the conflict in private via a third party?

6. © STM Quality Limited STM Quality Limited Conflict Situation No.1 One person has been consistently dominating the group and they are very loud and sarcastic. Now they make an insulting remark to another team member who stands up and leaves the room abruptly saying that he’s had enough. WHAT DO YOU DO?

7. © STM Quality Limited STM Quality Limited Conflict Situation No.2 The group has been working for some time and you notice that cliques have appeared. It seems that three members have grouped together to sabotage the actions of the other members of the group. WHAT DO YOU DO?

8. © STM Quality Limited STM Quality Limited Conflict Situation No.3 One member of the group has a habit of agreeing to commitments but has never followed these through. The group is holding a review since the last meeting and one group member says “John, I’ve noticed you never do anything that you say you will, it’s just not good enough. What’s the problem?” WHAT DO YOU DO?

9. © STM Quality Limited STM Quality Limited Difficult Behaviours How would you deal with: The silent member of the group?

10. © STM Quality Limited STM Quality Limited Difficult Behaviours How would you deal with: The Rambler?

11. © STM Quality Limited STM Quality Limited Difficult Behaviours How would you deal with: The Self-Appointed Leader?

12. © STM Quality Limited STM Quality Limited Difficult Behaviours How would you deal with: The group think - for example, the entire group taking a line of thought which is off course?

13. © STM Quality Limited STM Quality Limited Handling Team Members Quarrelsome Types Stay quiet, don’t get involved. Stop them monopolising.

14. © STM Quality Limited STM Quality Limited Handling Team Members Positive Types A great help in discussion. Use them frequently. Let their contributions add up.

15. © STM Quality Limited STM Quality Limited Handling Team Members Know-All Types Let the members deal with their theories.

16. © STM Quality Limited STM Quality Limited Handling Team Members Talkative Types Interrupt tactfully. Limit their speaking time.

17. © STM Quality Limited STM Quality Limited Handling Team Members Shy Types Ask them easy questions. Increase their self-confidence. Give credit where possible.

18. © STM Quality Limited STM Quality Limited Handling Team Members Uncooperative ‘Rejecting’ Types Play on their ego - recognise their knowledge and experience and use them.

19. © STM Quality Limited STM Quality Limited Handling Team Members Thick Skinned Uninterested Types Ask them about their work. Get them to give examples of the work they are interested in.

20. © STM Quality Limited STM Quality Limited Handling Team Members Highbrow Types Don’t criticise them. Use the “Yes, and…” technique.

21. © STM Quality Limited STM Quality Limited Handling Team Members Persistent Questioner Types Try to snare the Chairman. Pass their questions back to the group.

22. © STM Quality Limited STM Quality Limited Handling Conflict By knowing how to deal with conflict within your team, you can help to create a friendlier environment, encouraging the best out of all the members leading to a more productive, motivated & happier team. Don’t leave it too late!