Conflict Management Flashcards
Define conflict.
The negative differences of opinion or the varied emotions people experience often due to a dispute over a particular issue.
It is often associated with negative emotions, but it is important to note that conflict is not necessarily bad, and may lead to positive outcomes. Conflict suggests that someone does not agree with an opinion or situation.
2 Types of conflict?
Functional and dysfunctional conflict
What is functional conflict?
A situation where the inferential parties deal with the conflict in a manner that is healthy and where they respect each other’s opinion. This conflict has a positive outcome and may lead to more innovation, problem-solving, creativity and higher productivity.
Pros of functional conflict?
- Most often leads to a positive outcome
- Helps team bond and improve synergy
- Improves problem solving skills
- Promotes healthy debate
- Drives innovation
What are possible outcomes of functional conflict?
- may create awareness that there is a problem, which can then be solved
- Team members may start to consider a wider range of ideas, stimulating innovation and creativity and increasing participation
- Perceptions that may not be accurate are discussed and misconceptions are cleared
- Clarification of individual’s views occur and cooperation ensues
What is dysfunctional conflict?
Conflict that does not involve respect or constructive dialogue and leads to a negative outcome is dysfunctional conflict. Leads to a decline in productivity and is often the result of people’s misconceptions, their ambitions, egos and/or unwillingness to compromise.
How can dysfunctional conflict impact a team?
- Can hinder group performance, waste resources, be counterproductive, lower morale and undermine group cohesiveness.
- The manager may need to step in if the conflict has a negative impact on productivity.
- If compromise cannot be reached, manager may have to force employees to set aside their differences and cooperate to achieve the goals of the business (but this means that there will be poor team dynamics).
Possible outcomes of dysfunctional conflict?
- Damages organisational reputation
- Climate of mistrust is created that negatively impacts the teamwork
- Reduced morale, motivation and synergy
- Increase in staff turnover (higher costs)
- Waste of time and other resources
- Sometimes even violence (rare but can seriously damage reputation of brand)
What are the reasons for conflict?
- Different personalities
- Differences in culture/background/beliefs/values
- Poor communication
- Change
- Limited resources and competition
- Previously unresolved issues
- Inner conflict
- Competition for advancement
- Different goals or priorities
Discuss different personalities as a reason for conflict and suggest a solution.
- People have different types of personalities - temperaments, communication styles, working styles etc, and react to situations differently
- People have to work together in order ot achieve goals of the business as well as personal goals, but egos often get in the way when people do not want to compromise and insist on doing things their way.
For example: Someone who values precision becomes frustrated with someone who values creativity.
Solution:
Manager should assess the situation and intervene if conflicting parties cant resolve it themselves. Manager must get people to focus first on the business before promoting their own agenda.
Discuss differences in culture/background/values/beliefs as a reason for conflict and suggest a solution.
SA ha many different cultures and must accommodate them all in the workplace. Conflict is often a result of ignorance - people must beware of stereotyping. Differences can lead ot irritations and lower productivity.
Suggested solution:
- Address the problem ASAP
- Remind employees that sensitivity and tolerance is required to deal with complex situations
- Sensitivity training and developing skills (time management, respecting interpersonal space and emotional intelligence) can help manage the conflict.
Discuss poor communication as a reason for conflict and suggest a solution.
- Leads to misunderstandings as facts are interpreted in a different way.
- May lead to:
ROLE OVERLOAD: one person has to do more than they can cope with
ROLE CONFLICT: team members all want ot perform a certain task
ROLE AMBIGUITY: team members are not rule of the roles each has to play - Poor communication leads to deadlines not being met (and often this is not communicated itself and contingency plans are not made).
Suggested solution: - All barriers to communication must be removed - Keep It Straight and Simple (KISS)!
Poor communication may lead to…
3R’s:
Role overload, role conflict, role ambiguity.
Discuss change as a reason for conflict and suggest a solution.
- Can cause anxiety/stress
- Common for people to have resistance to change as things are more comforting kept as they are.
- Often older generations (e.g. technology)
- If business stagnates and fails to adapt to change in the macro environment, or to new demands from consumers, it will not be successful.
Suggested solution: - Change management is crucial
- Employees must understand what the changes are, why things are changing, and why the change is important to the success of the business and the employees.
- Use of two way communication strategies makes employees feel heard and valued
- Train employees in new strategies, thus empowering them to remain competent and enabling them to cope.
Discuss limited resources as a reason for conflict and suggest a solution.
- Competition and power struggles between members for limited resources may lead to conflict
- May lead some members to work harder
- Or may provoke anti-productive behaviour (e.g. staff shortage)
- People get grouchy
Suggested solution: - Manager must remind team members that they are all contributing to the overall success of the business
- Individual success contributes to the success of the whole team
