Conflict Management Flashcards
What does good communication result in
Fewer misunderstanding and the ability to nip problems in the bud.
What may cause conflict to arise the workplace in terms of work allocation
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)
What is synergy
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.
What is conflict
Negative differences of opinion/emotions people experience due to a dispute over a particular issue.
What are the two types of conflict
Functional conflict and Dysfunctional conflict
What does functional conflict do
It is Non-aggressive and it stimulates creativity
What does dysfunctional conflict do
It is aggressive and discouraged creativity
What are the advantages of functional conflict (5)
- creates awareness of a problem
- stimulates creative thinking
- helps people understand a problem better
- leads to collaboration
- motivates people to get involved
What are the disadvantages of dysfunctional conflict (4)
May:
- hamper productivity
- lower staff morale
- lead to inappropriate behaviour
- lead to feelings of frustration and confusion
What are additional reasons for conflict
- 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
How can we deal with change in the workplace
Consult
Have info
Alternatives
No change without resistance
Give time
Evaluate
What must people in the workplace be equipped with to deal with change
- 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
What are the tools used in management of conflict
Stimulating functional conflict l, negotiation, smoothing, forcing, avoidance and compromise
What does it mean to stimulate functional conflict
To play devils advocate. Ask questions you know others will not like in order to (but do not go too far)
When does conflict become destructive
When it is not handled properly
What is another cost effective way to handle conflict and what
Involving a third party (usually external)
What is important avoir involving a third party in conflict
The conflicting parties need to trust the integrity of the third party thus it is advisable and fair to use an outside person
What are the 4 general conflict resolution steps (with third party)
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
What is the con-arb process
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
What does ccma stand for
Commission for conciliation, mediation and arbitration
What is the ccma
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
Who funds the ccma and why
The CCMA is funded by government through NEDLAC and thus is free to anyone without an additional cost (conflict outcome must benefit the economy)
How can employee conflict arise
When basic employee rights are not being met
What does WFP stand for
WorkPlaceForum
What is the work place forum responsible for
- enables workers at all levels to participate in decision making with management
- primary function is to increase efficiency in work place
What issuers does the work place forum not deal with
Wages and salaries
What issues does the work place forum not deal with
Wages and salaries
What does Management consult with the WPF on
- 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
What are employee organisations
Advice employees on how to enforce rights
What do employee organisations do
-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
