Conflict Management

Question 1

What does good communication result in

Answer 1

Fewer misunderstanding and the ability to nip problems in the bud.

Question 2

What may cause conflict to arise the workplace in terms of work allocation

Answer 2

Role overload (too many duties lead to frustration)
Role conflict ( too many people being assigned similar jobs leads to disagreements)
Role ambiguity ( lack of clarity between roles)

Question 3

What is synergy

Answer 3

Essentially the idea that 1+1=3 Like how an idea on its own might be average but when combined with another average idea together they become one extraordinary idea.

Question 4

What is conflict

Answer 4

Negative differences of opinion/emotions people experience due to a dispute over a particular issue.

Question 5

What are the two types of conflict

Answer 5

Functional conflict and Dysfunctional conflict

Question 6

What does functional conflict do

Answer 6

It is Non-aggressive and it stimulates creativity

Question 7

What does dysfunctional conflict do

Answer 7

It is aggressive and discouraged creativity

Question 8

What are the advantages of functional conflict (5)

Answer 8

• creates awareness of a problem
• stimulates creative thinking
• helps people understand a problem better
• leads to collaboration
• motivates people to get involved

Question 9

What are the disadvantages of dysfunctional conflict (4)

Answer 9

May:
- hamper productivity
- lower staff morale
- lead to inappropriate behaviour
- lead to feelings of frustration and confusion

Question 10

What are additional reasons for conflict

Answer 10

• Change
• Inclusivity and cultural diversity
• lack/poor communication
• limited resource/ resource allocation
• difference in personalities and emotions
• values and ethics
• previously unresolved issues
• inner conflict

Question 11

How can we deal with change in the workplace

Answer 11

Consult
Have info
Alternatives
No change without resistance
Give time
Evaluate

Question 12

What must people in the workplace be equipped with to deal with change

Answer 12

• Managers must be able to deal with change
• people should be open minded regarding cultural diversity
• people should be educated on respecting cultural differences
• clear communication of information
• help employees understand purpose and direction of business
• keep emotions in check
• managers should have a certain level of emotional intelligence

Question 13

What are the tools used in management of conflict

Answer 13

Stimulating functional conflict l, negotiation, smoothing, forcing, avoidance and compromise

Question 14

What does it mean to stimulate functional conflict

Answer 14

To play devils advocate. Ask questions you know others will not like in order to (but do not go too far)

Question 15

When does conflict become destructive

Answer 15

When it is not handled properly

Question 16

What is another cost effective way to handle conflict and what

Answer 16

Involving a third party (usually external)

Question 17

What is important avoir involving a third party in conflict

Answer 17

The conflicting parties need to trust the integrity of the third party thus it is advisable and fair to use an outside person

Question 18

What are the 4 general conflict resolution steps (with third party)

Answer 18

Negotiation- third part let’s two people try to solve it on their own
conciliation- if they can’t solve it in negotiation then third party controls who speaks so that parties parties involved can hear each other out
mediation - if conciliation does not work then third party needs to try to make each party involved understand the other
Arbitration - if conciliation doesn’t work then the third party forces the parties to get along for the sake of the business

Question 19

What is the con-arb process

Answer 19

It is a one step process of conciliation and arbitration, it takes place on one day, used for labour practices, saves time and unnecessary costs, compulsory in matters of probation

Question 20

What does ccma stand for

Answer 20

Commission for conciliation, mediation and arbitration

Question 21

What is the ccma

Answer 21

They are an independent dispute organisation that promotes co-operation between employees and employees, gets involved in workplace restructuring and can provide training and advice on certain issues

Question 22

Who funds the ccma and why

Answer 22

The CCMA is funded by government through NEDLAC and thus is free to anyone without an additional cost (conflict outcome must benefit the economy)

Question 23

How can employee conflict arise

Answer 23

When basic employee rights are not being met

Question 24

What does WFP stand for

Answer 24

WorkPlaceForum

Question 25

What is the work place forum responsible for

Answer 25

• enables workers at all levels to participate in decision making with management
• primary function is to increase efficiency in work place

Question 26

What issuers does the work place forum not deal with

Answer 26

Wages and salaries

Question 27

What issues does the work place forum not deal with

Answer 27

Wages and salaries

Question 28

What does Management consult with the WPF on

Answer 28

• Criteria for merit increases
• restructuring and retrenchments
• training related issues
• Joint decisions must be taken on disciplinary procedures and affirmative action.
• if no consensus reached then matter is referred to CCMA

Question 29

What are employee organisations

Answer 29

Advice employees on how to enforce rights

Question 30

What do employee organisations do

Answer 30

-provide members with expertise on industrial and/or labour relations
- assists employees with issues such as:
Employment contracts
Disciplinary grievance procedures
Dispute resolution
Employment equity plan
Representation at the CCMA and trade union negotiations