How to Resolve Workplace How to Resolve Workplace ConflictsConflicts

Comtex News Network Liquid AfricaComtex News Network Liquid Africa

Michael Drennan and Michael Drennan and

Mindy KonnoMindy Konno

What is Conflict? (Article View)What is Conflict? (Article View)

• Conflict – A sharp disagreement or opposition of interest of ideas

• It is estimated that managers spend at least 25% of their time resolving workplace conflicts

• In any social environment, conflict is both inevitable and normal

What is Conflict? (Book View)What is Conflict? (Book View)

• Conflict – One party perceives its interests are being opposed or set back by another party.

• Functional vs. Dysfunctional

• Major Forms of Conflict

- Personality Conflict

- InterGroup Conflict

- Cross-Cultural Conflict

Types of ConflictTypes of Conflict

• Miscommunication usually primary cause. We can categorize others under:

•Difference in opinion, interests and values

•Difference in sex

•Difference in culture, background and upbringing

•Unclear roles and expectations

•Personality clash

•Language difference

How do we incorrectly react to How do we incorrectly react to conflict?conflict?

• The Ostrich Model: Avoids, pretends, runs away from the issue, preferring not to “rock the boat.”

• The Charging Buffalo: Aggression with the view to defeat, every conflict has a winner and loser and you intend to win.

• I Don’t Care Attitude: Where nobody takes or seeks responsibility but watches as conflict builds up into destruction.

• The Cassava Model: This involves treating the symptoms as the root causes grow bigger.

Barriers to communicationBarriers to communication

• Anger• Silence• Interruptions• Defensiveness• Ridicule• Tears• False agreement

How do we correctly react to How do we correctly react to conflict?conflict?

• Compromise!! By finding some middle ground you can both win!

• Problem Solving!! Deal with the problem openly to find a solution that benefits everyone.

Managing ConflictManaging Conflict

• Programmed Conflict

-Devil’s Advocacy

-Dialectic Method

Third Party InterventionsThird Party Interventions

• Facilitation

• Conciliation

• Peer Review

• Ombudsman

• Mediation

• Arbitration

Communication is an Art!!Communication is an Art!!

• Try not to react in anger.

• Knowing your own weaknesses.

• Respecting other peoples views.

Conclusion:Conclusion:

• Conflict is inevitable!• How you react to

conflict will determine outcome!

• Communication is the Key!

Any Questions?Any Questions?