Working together is not always easy! Conflict at workplace

By Elizabeth Shilyomunhu (SW)

Outapi

Feb 2015

Conflict may be defined as a disagreement, struggle or contest

which occurs between individuals, groups/teams, facilities/organisation

with different values, goals, needs, priorities, ideas, preferences

What is conflict

Conflict is inevitable, At workplace conflicts happen every day. In fact,

it’s not only common but also normal Not all conflicts are “bad”, conflict can help the

team to focus. However if conflict managed poorly it can be

harmful. Conflict has two dimensions: The emotions: (the how you feelings about the

issue) e.g. anger, crying, sadness, worries The issue: (the what of the conflict) the source of

the conflict. Focus on emotions first before addressing the

issues.

Understand conflict

Sources of conflict at workplace

1. Generation gap: older vs new employees2. High-stress workplace (pressure to produce

more with less resources) / limited resources

3. Unclear lines of responsibilities (disagreement over who should be do doing what).

………

3. Lack of communication (we didn’t get the message on time)

4. Burnout (over working)5. Competition e.g. Salary increment

according to your work performance,6. Frustration

.........

Conflict resolution is understanding the dynamics of human negotiation among conflicting interest groups, individuals, teams, and how to achieve mutual agreement and plans

Word of thoughts: an ancient wisdom tell us “everyone should be quick to listen, slow to speak and slow to become angry”

What is conflict resolution

Avoiding: People who avoid conflict are generally unassertive and uncooperative.

• Avoid the conflict entirely or delay their response instead of voicing concerns

• Not a good long-term strategy

Accommodating: People who accommodate are unassertive and very cooperative.

• Give in during a conflict and acknowledge they made a mistake/decide it was no big deal

• Effective when the other person or party has a better plan or solution

Conflict management style

Compromising: Compromisers are moderately assertive and moderately cooperative

• Everyone is expected to give & take something• you find a solution that to some extent satisfy everyone.

Collaborating: they are both assertive and cooperative.• Assert own views while also listening to other views and

welcoming differences• Identify underlying concerns of a conflict• Create room for multiple ideas• Requires time and effort from both parties

Continue...

Which one is best?

There is no BEST way to handle conflict. Each conflict is different and requires a different response.

Just know that:“Two heads are better than one.” (Collaborating)“Kill your enemies with kindness.”

(Accommodating)“Split the difference.” (Compromising)“Leave well enough alone.” (Avoiding)

Lose – lose conflict Management by avoidance or accommodation

Win – lose conflict◦ Management by compromise

Win – Win conflict◦ Management by collaboration

Results for conflict management

Have a positive attitude toward conflict Not letting small problems escalate, deal with them as

they arise Respect individual, group differences Use active listening skills Encourage other party to view their concern Be aware of your body language – what are you signaling Acknowledge feelings before focusing on facts Focus on solving problems, not changing people If you can’t resolve the problem, turn to someone who

can help (find a mediator) Adapt your style according to situation & people involved Give constructive criticism/feedback

Tips for managing workplace conflict

Focus on issues, not personalities. Let’s aim for problem solving, not personal put-downs.

Focus on the future, not the past. Looking ahead, not back, keeps the tone positive.

Focus on solutions, not blame. Blame only drives people apart, but finding solutions brings people together

Proper approach to conflict

1. Diagnose• Identify the conflict• What is the conflict all

about • Help both parties to be

on the same page

2. Identify the issue• Clarify the issues• What caused the

conflict between the two parties

• Assess sources of conflict

4. Agreement • Think of this step as recap• Agree on who will do what,

when, how (carry out action step)

• Thank each other for participating

• Apologize if need too.

3. Identify solution • ask each other what need

to be done to change the situation

• Brainstorms of ideas and generate solutions

• Combine ideas and evaluate them

• Find commonalities• Create the action plan

Basic 4 steps to dealing with conflicts

Conflict is a struggle between two parties who............................

List four of the styles of conflict management

Complete these statements:Focus on _____________, not personalities.Focus on the ___________, not the past.Focus on _______________, not blame.

Lets recap

Avoiding conflict is often the easiest way to deal with it. It does not however make it go away but rather pushes it underground, only to have it resurface in a new form. By actively resolving conflict when it occurs, we can create a more positive work environment for everyone.

NB:

Thank you!