Question 1

Question 1

Why become a good conflict manager? Is there a need?

Answer 1

Yes, there is a clear need for informal, internal conflict resolution specialists who serve such roles as part of their regular duties.

Question 2

Why become a good conflict manager? Will I have a better employment opportunities?

Answer 2

Yes, effective conflict management skills and competencies will be advantageous in terms of job opportunities and advancement

Question 3

Maslow’s hierarchy of needs

Answer 3

Basic needs must be met before employees can focus in higher needs

Question 4

Herzberg’s hygiene-motivation theory

Answer 4

Maintaining hygiene conditions will not increase motivation; however, removing them will reduce motivation

Question 5

According to Herzberg, where does motivation come from?

Answer 5

True employee motivation involves the intrinsic value of the work itself which includes:
Achievement
Recognition
Challenging work 
Increased responsibility 
Growth

Question 6

According to Maslow, where does motivation come from?

Answer 6

Once basic needs are met, employees can focus on meeting ESTEEM needs (challenging assignments) and SELF-ACTUALIZATION needs (opportunity for growth and development)

Question 7

To reduce the presence of conflict, managers must ______

Answer 7

Managers must create conditions where employees can find their own motivation.

Question 8

Managers must pay attention to evolving conflicts by focusing on triggers. Some triggers are:

Answer 8

Roles, goals, policies and procedures
Information
Relationships 
Values
Structures

Question 9

As a manager, how can you identify triggers?

Answer 9

• know the day-to-day happenings of the organization
• when a change is being implemented, openly communicate it to employees and listen to their concerns
• be sensitive to employees who are going though hard times at work or in their personal lives
• stay in touch with customer needs, wants and complaints. Respond quickly to these complaints

Question 10

How to respond to the three types of triggers

Answer 10

Routine daily events (can wait) 
Evolving conflicts (need preventative action - intervene) 
Deeper conflicts (require immediate action)

Question 11

How to prevent conflict at a personal level

Answer 11

Stimulus- response… Our natural tendency is to respond immediately using our emotions. Choose a proactive response to the event that causes us concern

Fight or flight is another natural response. Instead use tools and strategies for managing these natural responses in order to address conflict more maturely and confidently.