Conflict Flashcards
Conflict
-Disagreements between two or more team members
-Conflict is a normal and natural part of any workplace
Causes of conflict
-Lack of clear communication may cause uncertainty among employees
-Unrealistic deadlines may increase the stress levels of certain employees
-Not adhering to the rules of the organisation may lead to conflict if the guilty party is confronted
-Unfair workloads may cause some employees to feel resentful
Conflict resolution steps
-Acknowledge that conflict exists
-Determine the cause of the conflict
-Invite conflicting employees to state their views separately
-Explain the purpose of the conflicting employees
-Invite conflicting employees to join a meeting
-Arrange a time and place for conflicting employees
-Allow each employee yo express their view
Differences between grievances and conflict
Grievance:
-When an employee is unhappy in the workplace
-Its when a group has a work-related issue
Conflict:
-Clash of ideas in the workplace
-Disagreement between two or more parties in the workplace
Procedures to deal with grievances
-The complainant must verbally report the grievance to her supervisor
-The supervisor must resolve the grievance within 3-5 working days
-The manager must invite all parties to the grievances to a meeting
-The grievance forwarded to the manager of the supervisor must be in writing
Dealing with the seven types (Complainer) of difficult personalities
-Listen to the complaints but dont acknowledge them by nodding your head
-Interrupt the complainer after a while and proceed with strategies to deal with the issues raised
Dealing with the seven types (Indecisiveness) of difficult personalities
-Suggest alternative approaches and guide the employee through the alternatives
-Highlight the importance of decision making and the consequences of delaying
-Assist the employee with the decisions and affirm the employee
Dealing with the seven types (Over-agree) of difficult personalities
-Be firm with the employee and don’t allow her to let them make promises that they cannot keep
-Monitor the progress of duties assigned to the employee
Dealing with the seven types (Negativity) of difficult personalities
-Listen to the employee, but don’t agree with her
-Allow the employee to express her views but don’t their negativity
Dealing with the seven types (Expert ) of difficult personalities
-Listen to the employee but let her know that you are in control a-of the situation
-Refrain from attacking their views, as this will lead to a confrontation
Dealing with the seven types (Quiet) of difficult personalities
-Do not use the delay in responding by the employee to express your views
-Affirm the employee by acknowledging the inputs provided
-Use open-ended questions to get a meaningful response from the employee
-Give the employee sufficient time to express her views on the issues
Dealing with the seven types (Aggressive) of difficult personalities
-Provide the employee with sufficient time to express herself
-Refrain from attacking their views, as this will lead to a confrontation with her
-Protect other employees from being intimidated by the employee
