conflict management at workplace

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Conflict Management

Training Program

By Yousuf Zahid [email protected]

April 2012


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Peace is not absence of conflict,

it is the ability to handle conflict by peaceful means.

Ronald Reagan


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Every now and again, you work with someonewho rubs you the wrong way.They are hard to work with.They disagree with everything you say.They do things very differently to you.If youre not careful, these frustrationscan build into outright conflict,or a cold warwhere you avoid each other as much as possible.Learn why people are they way they are,how to respect andHow to positively respond to conflicts and differences whenthey arise.

Lets begin our journey to understand and realize thatThe conflicts can live elsewhere.value the differences among people.its a wonderful world after all.


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What are conflicts?

A situation in which someone

believes that his or her own

needs have been denied.


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Whos involved?

Inevitable whenever two or more people interact

Two or more individuals

Two or more groups An individual and a group

Within an individual


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Why do they occur?


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The causes

Task related External influences

Emotional triggers

Perceptive behavior


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The causes

Unclear definitions of role responsibility Who, what, how and when

Conflict of interest

Personal and organizational goals at odds

Lack of resources

Competition for money, time and materials

Entanglement of interpersonal relationships

Personalities, personal issues and prejudices

Leadership, work styles, cultural and gender issues


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The consequences


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Negative repercussions

Disagreements due to differences inpoints of view, ideology or unhealthy competition

Sub-optimization Waste of time and resources

Mental health concerns

Decrease in productivity

Members leave organization

Violence


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Negative repercussions

Self interests, needless feuds, superiority contestsand larger goals compromised

Vision, mission and values get shelved

Frustration, stress, anxiety and depression settle in

Demotivation and dysfunctional teams are evident

Absenteeism enters

Deviant behavior surfaces


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Conflict resolutionstrategies


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How to tackle em?

Ways to intervene and break the barriersIts important to be a cool-cucumber and diffuse

Discussion Written communication

Mediation

Compromise - give and take Voting

No-nonsense approach


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How to tackle em?

Before intervening, go through these steps

Assess the situation - get information

Options how to put things back on trackPerspective - of conflicting parties

Demeanor - be firm and assertive


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Strategyshortcomings


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Disadvantages of conflict resolution

More harm than good, if conflict fails to get resolvedPersonalities involved play a critical role here

Escalation - Refusal to budge from stance Winners and losers - Resentment and demotivation

Manipulation - mistrust and non-cooperation

Limited effect - due to compromise


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A checklist for you


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What should you do if you run into aconflict?

Whether conflict is with staff, peers or management

Approach conflict with an open mind

Consider what might have caused the conflict Be respectful of differences

Try to cut the conflict off in its early stages

Listen carefully Be mindful of your language

Ask for help

Be sure the problem is resolved


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But


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Conflicts can also be a good thing

Helps avoid the tendency toward group think Key is to manage conflict effectively

Manage it to serve as a catalyst to

organizational improvement


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Conflicts can also be a good thing

Encourages new thinking - points of view and ideas Raises questions - issue based for problem solving

Builds relationships - listen and learn

Opens minds - creativity and innovation

Beats stagnation - avoids status quo and conflicts


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Final word


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Bottom line

Avoid these clichs

Its not my job I dont have time Ask her - ask him I dont know Lets see - well see

Probably - maybe Why not? Cant help you there No, sorry


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One more thing

The goal of organizational leadershipis not to eliminate conflict, but to use it.


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Remember

When dealing with conflict in an organization,remember to address the issue, not the people.

And last but not the least;keep your emotions under control.


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The peak efficiency of knowledge and strategy

is to make conflict unnecessary.

Sun Tzu


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