Managing Conflict Flashcards
Sometimes disguised as task conflicts. Because the real issues are not being resolved, the conflict may linger and distract teams from important work. They require that at least on of the parties in the conflict has emotional intelligence and skill in negotiating. Or they require the intervention of a leader who can impose ground rules for behavior and refocus the team on the task.
Interpersonal Conflicts
Conflict that occurs inside a team or between the team and an outside group, such as another HR team or another function in the organization. Conflicts within a team may be related to task or personality, but conflicts between groups are frequently about competition for limited resources or conflicting goals.
Intragroup/Intergroup Conflicts
The leader restores good relations by emphasizing agreement and downplaying disagreement.
Accommodate (or smooth)
The leader imposes a solution. One side wins and the other loses - hence the term “win/lose” conflict resolution.
Assert (or force)
The leader withdraws from the situation or accepts it, leaving the conflict to be resolved by others or remain unresolved.
Avoid
The leader and those in conflict accept the fact that they disagree and look for a “third way,” a new solution to the problem of the conflict. Since both sides contribute to the solution, this may be seen as “win/win” conflict resolution.
Collaborate (or confront)
The leader asks those in conflict to bargain-altering positions on different issues until a mutually acceptable solution is defined. The solution relies on concessions. For this reason, it is often referred to as “lose/lose” conflict resolution.
Compromise
The employer should explain to those involved in the complaint that all information will be kept confidential to the extent possible in an investigation.
Ensure confidentiality
Provide interim protection against continued harassment or retaliation. This may require voluntary changes of schedule, leaves, or transfers.
Provide protection
This individual should be able to work objectively and should have experience in investigation and knowledge of the law in this area. The investigator should communicate well, be observant and discreet, and pay attention to details. Investigators may be internal or external to the organization. A team with diverse skills and background may be used if their activities are well coordinated.
Select the investigator
Develop a plan for gathering evidence and conducting interviews.
Create a plan
Questions should be designed to encourage communication and focus on critical points.
Develop interview questions
The investigator should never offer opinions and should maintain objectivity. Observations should be recorded. Follow-up questions will be important in gathering evidence.
Conduct interviews
After a thorough gathering of evidence, the investigator recommends action based on the evidence and the organization’s policies and processes.
Make a decision
Communicate the decision to the complainant and the accused. Make sure that the complainant feels comfortable about returning to work. Take necessary steps, which may include correcting the behavior and making sure that it does not recur, providing damages to the complainant if appropriate, and changing policies and training as needed to prevent recurrence.
Close the investigation
