Conflict resolution

Question 1

Explain Causes of conflict in the workplace?

Answer 1

• Differences in backgrounds
• Different goals for individuals
• Different opinions
• Unfair workload

Question 2

Explain, in detail, the Conflict resolution steps.

Answer 2

1. Acknowledge that there is conflict in the workplace.
2. Identify the cause of the conflict.
3. Arrange pre-negotiations where workers will be allowed to state their views separately.
4. Arrange a meeting between conflicting employees.

Question 3

Explain the Differences between a grievance and conflict.

Answer 3

Grievance:
* When an employee is unhappy in the workplace.
* It is when an individual/group has a work-related issue.
* Examples that can cause a grievance: Discrimination, unfair treatment, poor working conditions.

Conflict:
* Clash of opinions in the workplace
* Disagreement between two or more parties in the workplace.
* Examples that can cause conflict:
A lack of trust, miscommunication, personality clashes and different values.

Question 4

Explain, in detail, the Correct procedures to deal with grievances.

Answer 4

1. The employee must verbally report the grievance to his/her supervisor - who needs to resolve the issue within 3 to 5 working days.
2. Should the employee and supervisor not be able to resolve the grievance, the employee may take it to the next level of management.
3. The employee may lodge it on a grievance form.
4. The employee must receive a written reply in response to the written grievance.
5. A grievance hearing must be held with all relevant parties present.
6. Resolution passed must be recorded on the formal grievance form.

Question 5

Name the different types of difficult personalities?

Answer 5

• COINA E.Q
• Complainer
• Over-agree
• Indecisiveness
• Negativity
• Aggressive
• Expert
• Quiet

Question 6

Ways in which businesses can deal with difficult personalities.
COINA E.Q

Answer 6

Complainer:
* Listen to the complaints but do not acknowledge them

Over-agree:
* Guide them through alternatives.
* Stay in control and emphasise the importance of deciding.

Indecisiveness
* Allow them time speak and blow-off.
* Be firm, but do not attack them

Aggressive
* Be firm and do not let them make promises that they cannot keep.
* Follow up on their actions

Negativity
* Be firm with them and do not let them draw the supervisor into their negativity.
* Listen to them but do not agree with them

Expert
* Be firm and assertive.
* Know your facts.

Quiet
* Do not fill their silence with words.
* Wait for their response.
* Restrict the time of the discussion

Question 7

Discuss ways in which businesses can deal with difficult people in the workplace.

Answer 7

• Get perspective from others who have experienced the same kind of situation
• Act pro-actively if possible
• Regular meetings with supervisors to identify difficult behaviour.
• Identify the type of personality which is creating the problem.
• Meet privately with difficult employees
• A deadline should be set for improving difficult behaviour.