Topic 11: Conflict resolution

Question 1

Conflict vs grievences?

Answer 1

Conflict
- Clash of opinions, ideas and attitudes in the workplace
- Disagreements between two or more parties in the
workplace

Grievences
- When an employee is unhappy or has a problem or has a complaint in the workplace.
- This is when an individual / group a work-related have
issue.

Question 2

Ways to deal with grievences in the workplace?

Answer 2

• Reports it orally to supervisor
• Supervisor resolves the grievance within 3-5 days
• If not resolved, complainant can take it to manager of the supervisor

Question 3

Dealing with a complainer?

Answer 3

• Listen to the complaints, but don’t acknowledge it.
• Interrupt the conversation and proceed to deal with the issues

Question 4

Dealing with indicisiveness?

Answer 4

• Guide the employees through the alternatives.
• Highlight the importance of decision-making

Question 5

Dealing with over-agreer?

Answer 5

• Be firm and don’t let them make promises what they can not keep
• Monitor the progress of duties

Question 6

Dealing with negativity?

Answer 6

• Listen to employee, but do not agree with them
• Allow the employee to express their views, but do not own their negativity

Question 7

Dealing with expert?

Answer 7

• Listen to employee, but let them know you are in control.
• Do not attack their views

Question 8

Dealing with quiet ?

Answer 8

• Allow enough time for employee to express views
• Use open-end questions to get meaningful response

Question 9

Dealing with agressive?

Answer 9

• Allow sufficient time to express themselves
• Don’t attack their views

Question 10

Ways of dealing with diffi cult employees?

Answer 10

• Arrange a one-on-one meeting to avoid being distracted
• State the purpose of the meeting to ease any fear
• Be specific about the behaviour of the employee that’s deemed to be unacceptable