HR management chapitre 9

Question 1

What is a conflict?

Answer 1

It is a process created by a real perceived difference between two or more interdependent interacting parties, usually colored by emotional overtones.

Question 2

What are the 2 scales of a conflict situation?

Answer 2

• Individual level
• Collective level

Question 3

What are individual-level conflicts? Give examples.

Answer 3

• Individual-group conflict (conflict between an employee and is or her employer over expectations).
• Interpersonal conflict (conflict between two employees).

Question 4

What are collective-level conflicts? Give examples.

Answer 4

• Intragroup conflict (conflict among several members of a working group).
• Intergroup conflict (conflict between 2 departments).
• Inter-organization conflict ( conflict between a company and a subcontractor).

Question 5

What are the 3 scenarios that require a manager’s intervention?

Answer 5

• When the manager is faced with a so-called “difficult” employee, whose performance is inadequate and refuses to comply with the organization’s standards.
• When a conflict between 2 employees is escalating.
• When the source of several conflicts in a group is organizational in nature.

Question 6

What is a difficult employee?

Answer 6

It is an employee whose behavior or performance is persistently unsatisfactory.

Question 7

What is a disciplinary action or measure?

Answer 7

It is a sanction applied following voluntary non-compliance with the obligation to perform work.

Question 8

What is an administrative action or measure?

Answer 8

It is a sanction applied following involuntary non-compliance by the employee.

Question 9

What is progressive discipline?

Answer 9

It is the principle of applying increasingly serious disciplinary sanctions for similar misconduct as it is repeated.

Question 10

What are the steps in the framework for intervention?

Answer 10

1) Communication of information
2) Tolerance
3) Progressive discipline
4) Proportionality of sanction to offence
5) Circumstances
6) Manager’s attitude

Question 11

What is the proportionality of sanctions?

Answer 11

It is the principle under which the severity of the sanction applied is proportional to the seriousness of the offence committed.

Question 12

What is the intervention process?

Answer 12

1) Documentation of problem
2) Meeting with employee
3) Action plan : if the situation is corrected (maintenance plan) if not (sanctions).

Question 13

What is a conflict escalation?

Answer 13

It is a trend toward intensification of the conflict and the means adopted by the parties involved.

Question 14

What are the conflicts resolution mechanisms

Answer 14

• Mediation
• Arbitration

Question 15

What is mediation?

Answer 15

It is a negotiation between the parties to a conflict, assisted by an independant third party.

Question 16

What is arbitration?

Answer 16

It is a procedure by which parties agree to submit their dispute to an arbitrator for an award.

Question 17

What are the advantages of mediation?

Answer 17

• It provides a satisfactory agreement for both parties.
• It remains confidential.
• It encourages communication and information sharing.
• Parties are controlling the outcome.
• It preserves or reinforces relationships between parties.

Question 18

What are the limitations of mediation?

Answer 18

• It requires parties to be committed to the process and show good faith.
• There is no certainty of resolution
• It does not create precedent because it is confidential.

Question 19

What are the advantages of arbitration?

Answer 19

• It is an approach based on rights.
• It allows each party to present its evidence.
• It guarantees an impartial procedure and decision.
• Results in a final, binding decision.

Question 20

What are the limitations of arbitration?

Answer 20

• It is costly.
• There is always a result even if it is not a satisfactory one.
• The decision is imposed.
• It can deteriorate the quality of the relationship and encourage an escalation of the conflict.

Question 21

What is a conflictual group dynamic?

Answer 21

It is the interpersonal tensions that can emerge and develop within a group.