Chapter 1 - Conflict Flashcards
Disadvantages of conflict
Harper productivity
Leads to inappropriate behavior
Distracts from critical issues and lead to poor decision making
Reasons for conflict
Change Inclusivity and cultural diversity Lear of or poor communication Resource allocation Values and ethics Inner conflict
Reasons for conflict
Change
Keep up to date - tech, knowledge, globalization
Otherwise business will perish
People are resistant to change
Reasons for conflict
Inclusivity and cultural diversity
Ignorance and stereotyping and people will need an understanding of different cultures
Reasons for conflict
Lack of or poor communication
Not informed = uncertain = rely on grapevine
Uncertainty regarding expectations
Misunderstandings
Communication barriers (not knowing who may discipline a worker)
Reasons for conflict
Resource allocation
Insufficient resources or unequal distribution of them may result in stress and fighting over resources
Skills and abilities are also resources and must be used correctly if not it will cause conflict
Reasons for conflict
Personalities and emotions
Different personality types act differently in different situations
Type A - workaholic (high expectations)
Type B - easy going
Reasons for conflict
Values and ethics
It’s a personal set of beliefs that guide action and they are closely linked with culture and religion and different for people
Reasons for conflict
Inner conflict
Humans bring past experiences into situations and often the perception of a situation is more important than the reality
- Issues that can lead to inner conflict
- Resolving inner conflict
Reasons for conflict
Inner conflict
Issues that can lead to it
Jealousy
Feeling inferior
Need to control or impress people
Low self esteem
Reasons for conflict
Inner conflict
Resolving inner conflict
Identify the inner conflict
Refer the person to the correct department
The extent of the intervention will depend on the intensity of the problem
Skills a manager needs in order to manage conflict
Ability to deal with change
Tolerance regarding inclusivity and cultural diversity
Communication skills
The ability to think and act strategically
Emotional intelligence to deal with different personalities and emotions
Values and ethics
Skills a manager needs in order to manage conflict
Ability to deal with change
Managers should be able to cope with change and help employees deal with change
Help motivate them and overcome their anxieties, training, communication in order to reduce resistance to change
Skills a manager needs in order to manage conflict
Tolerance regarding inclusivity and cultural diversity
Beware of stereotyping
People must be exposed and educated regarding cultural diversity
Keep background info in mind when dealing with different people
Skills a manager needs in order to manage conflict
Communication
Must com in a clear and understanding manner
Regular meetings (feedback, suggestions…)
Written communication (notice boards, newsletters..)
Negotiation, conciliation, mediation and arbitration – reduce or eliminate conflict
Skills a manager needs in order to manage conflict
Think and act strategically
Strategic Planning:
Develop a shared vision and mission to help employees understand the direction of the organization
Link internal and external environments using an environmental scan to understand key success factors and a competitive advantage. The business can formulate a stratergy in order for all employees to understand the long term goals of the business.
Important to get feedback from lower levels
Skills a manager needs in order to manage conflict
EI to deal with diff P and E
EI - persons ability to manage relationships in a mature manner
Keep emotions in check and make a choice on how to vent those emotions
Manager should have skills to steer conflict in order to focus on the problem without getting abusive at other parties
Skills a manager needs in order to manage conflict
Values and ethics
Training and open communication (help lack of understanding and create empathy)
Tools to use in management of conflict
How people deal with conflict
Stimulating functional conflict aka Devils advocate
Negotiation
Smoothing
Forcing
Avoidance
Compromise
Tools to use in management of conflict
Devils advocate / stimulating functional conflict
Stimulates creative thinking
Criticize the plan to encourage analytical thinking to test the plan
Tools to use in management of conflict
Negotiating
2 people sort out differences (usually dysfunctional conflict) easy to sort out misunderstandings
Tools to use in management of conflict
Smoothing
Temporary method
Differences are ignored and focus is on what they have in common
If problem is serious the situation can get worse or the problem could rise again
Tools to use in management of conflict
Forcing
Person in authority forces his solution to a subordinate
Autocratic - does not encourage participation and often leads to resentment
Tools to use in management of conflict
Avoidance
Temporary
Pretending problem is not there
Suitable for trivial issues
