2. 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.
3. What is Conflict?
⢠We define conflict as a
disagreement resulting
from individuals or
groups that differ in:
â Opinions
â Attitudes
â Beliefs
â Needs
â Values
â Perceptions
4. Main âIngredientsâ of Conflict
⢠The main âingredientsâ
of conflict include:
â Desires
â Needs
â Perceptions
â Power
â Values
â Feelings
5. Common Causes of Workplace Conflict
ďź Lack of communication
ďź Feelings of being
undervalued
ďź Undefined/not clearly
defined roles
ďź Poor use of managerial
criticism
ďź Preferential treatment
ďź Poor
management/leadership
ďź Impractical expectations
ďź Overworked employees
ďź Stress
ďź Internal conflict
6. Conflict Triggers
* Communication is the resolution to the majority of
conflicts!
⢠Different work methods
⢠Different goals
⢠Personalities
⢠Stress
⢠Different viewpoints or
perspectives
7. 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.
8. Violence in the Workplace
⢠This can be significantly reduced by taking
preventative measures:
â Increased security by using employee name badges.
â Reducing the number of entrances and exits.
â Video surveillance cameras.
â Entrances with metal detectors.
â Guest and employee security checks at hotels.
â Complete background checks on all employees.
â Noting and reporting any use of threats, physical actions,
frustrations or intimidation.
9. Conflict Management
⢠The application of strategies
to settle opposing ideas,
goals, and/or objectives in a
positive manner.
⢠There are 5 steps.
â See next slide.
10. Conflict Management
⢠1st
: Analyze what is at the center of the
conflict.
â Brainstorm
⢠2nd
: Determine the strategy that will be
used to resolve the conflict.
â Collaboration
â Compromise
â Competition
â Accommodation
â Avoidance
⢠3rd
: Start pre-negotiations&re-assess.
⢠4th
: Begin the negotiation phase.
⢠5th
: Implement the negotiations made.
11. Conflict Resolution
⢠Keep the best interest of your
company in mind.
⢠Guiding principles for handling
conflict:
â Preserve dignity and respect.
â Listen with empathy and be fully present
and identify the issues.
â Find a common ground without forcing
change and agree on the issues.
â Discuss solutions.
â Honor diversity, including your own
perspective.
â Agree on the solutions and follow up.
â Avoid groupthink!
12. 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.
13. Alternative Dispute Resolution (ADR)
⢠With ADR a process is in
place to offer the following
options:
â Open Door Policy
â Third-Party Investigations
â Fact Finding
â Peer Review
â Mediation
â Arbitration
14. 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!
15. Conflict Prevention
⢠Conflict is not really the root of
the problem.
⢠The root is a lack of direct,
properly handled conflict.
â Beprepared to handle conflict.
â Pay close attention to your
employees.
â Listening actively.
â If it seems like a situation may lead
to a conflict you should speak up
before the situation gets out of
hand.
â Always remember to keep a sense
of humor.
Š 2010 John Wiley & Sons,
Inc.