Handling Conflict

Question 1

What are 2 benefits of solving problems with a team approach?

Answer 1

1. Develop self-motivation in the employees who are part of the problem-solving team.
2. Contribute to the success of the business by motivating the employees to become more productive

Question 2

What are 3 ways you can begin to develop solutions to problems?

Answer 2

1. Getting input from everyone and clarifying the problem
2. Examining the problem’s effect on the employees
3. Brainstorming possible solutions to the problem.

Question 3

What are 6 causes of conflict?

Answer 3

1. Communication problems
2. Limited resources
3. Different goals
4. Work relationships
5. Individual differences
6. Organizational problems

Question 4

What are the 3 different types of conflict outcomes?

Answer 4

1. Lose lose (conflict will probably arise again)
2. Win lose (solution is only temporary)
3. Win win :) (conflict is resolved)

Question 5

What are the 2 key traits in conflict resolution?

Answer 5

1. Assertiveness
2. Cooperation
   Ex. With low assertiveness and low cooperation, you don’t resolve conflicts, you avoid them. Ex. with high assertiveness and high cooperation, you think about the team, and create win win solutions.

Question 6

What are the 3 steps in negotiation?

Answer 6

1. Recognize that the conflict exists
2. Have assertiveness to confront employees involved in conflict
3. Offer cooperation needed, to resolve conflict to everyone’s satisfaction

Question 7

What are the 3 ways to confront conflicting employees?

Answer 7

1. Assertive approach
2. Aggressive approach
3. Passive approach

Question 8

Supervisors often make the mistake of listening carefully to both sides and then telling employees what to do to resolve it instead of…

Answer 8

• Asking employees what they want you to do to help them settle the conflict/problem
• Once they’ve worked out a situation, employees must agree to stick with it
• You might explain what your solution to the problem might be if their plan doesn’t work

Question 9

What are 4 tips for negotiating conflict?

Answer 9

1. Ensure you won’t be interrupted while you’re trying to discuss the conflict with employees. Plan for the time and location.
2. Maintain eye contact
3. Avoid taking notes, especially if employees don’t know why you’re taking them
4. Inform yourself about the issues thoroughly

Question 10

What 2 management styles usually result in a win-win situation?

Answer 10

Moderate Assertiveness and Moderate Cooperation or High Assertiveness and High Cooperation