Conflict Management Flashcards
(15 cards)
Role overload
When a team member is given more than he/she can cope with.
Role conflict
Tension between team members, when more than one team member wants a certain position/role e.g team leader, it can lead to conflict.
Role ambiguity
Occurs due to lack of clarity between roles that members are expected to play
Functional conflict
Non aggressive form of conflict which stimulates creativity and allows ideas to flow
e.g brainstorming
Dysfunctional conflict
Aggressive form of conflict where team members refuse to work towards a solution and results in the whole task being compromised.
Advantages of conflict
- can stimulate creative thinking
- it can help people understand a problem better or learn from others
- create awareness of a problem that can be addressed for the benefit of the business
- Can encourage team members to give input and participate in a situation that was previously left
disadvantages of conflict
- it can lead to inappropriate behaviour such as violence due to: feelings of confusion and frustration
- it can decrease and hamper productivity and lower morale
Reasons for conflict
Change- it makes people insecure and they often resist it
Lack of communication- uncertainty of job description can lead to conflict
Personalities and emotions- people often react differently according to emotions
what issues can lead to inner conflict
- Jealousy
- Feelings of inferiority being used as a scapegoat
- seeking constant approval
- over sensitivity and low self esteem
Skills a manager needs to manage conflict
- Communication Skills
- Ability to deal with change
- Tolerance regarding cultural inclusivity and diversity
- Emotional intelligence to deal with different personalities and emotions
- Ability to act and think strategically
- Values and ethics
Conflict resolution steps
- Negotiation
- Conciliation
- Mediation
- Arbitration
How to solve inner conflict
- Identify the inner conflict
- Refer the person to the correct department
- The extent of the intervention depends on the intensity of the problem
Recommendations for conflict managaement
- Devil’s advocate: prevents a group from thinking
- Negotiation: two people trying to talk through a problem to find an arrangement
- Smoothing: differences are ignored and what is focused is what people have in common
- Forcing: A person in position of power forces for a solution
- Avoidance: The problem is avoided by pretending is not there
- Compromise: Solving conflict by giving both parties equal power, situation of give and take
conflict management with third party interventions
- Negotiation: two parties sit down and try to find a compromise by themselves
- Conciliation: 3rd party gets involved to facilitate discussion
- Mediation: 3rd party gives advice and suggestions
- Arbitration: decision is taken away from both parties and 3rd party makes a judgement call
- Con arb process: speedy one step process where arbitration is solved in a day. it is compulsory in matters relating to probation
Third parties involved
CCMA (commission for conciliation, mediation and arbitration) main function is to prevent strikes
WPF (workplace forums) group of workers that represent workers on issues with senior management main function is to improve efficiency in the workplace
Trade unions eases, handles and reduces conflict with employer and helps with collective bargaining
Employers organisation serves to assist employer with contracts, trade union regulations and representation at ccma
