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Chapter 12: Conflict Management,

Resolution & Prevention

• What is Conflict?
• Conflict Management
• Conflict Resolution
• Conflict Prevention
What is Conflict?
• Anger is defined as a feeling
of great displeasure, hostility,
indignation, or exasperation,
wrath, trouble or affliction.
• Conflict is defined as discord,
a state of disharmony, open
or prolonged fighting, strife or
What is Conflict?
• We define conflict as a
disagreement resulting
from individuals or groups
that differ in:
– Opinions
– Attitudes
– Beliefs
– Needs
– Values
– Perceptions
Main “Ingredients” of Conflict
• The main “ingredients”
of conflict include:
– Desires
– Needs
– Perceptions
– Power
– Values
– Feelings
Common Causes of Workplace Conflict
 Lack of communication
 Poor
 Feelings of being management/leadership
 Impractical expectations
 Undefined/not clearly
defined roles  Overworked employees

 Poor use of managerial  Stress

criticism  Internal conflict
 Preferential treatment
Conflict Triggers
• Different work methods
• Different goals
• Personalities
• Stress
• Different viewpoints or

* Communication is the resolution to the majority of

Violence in the Workplace
• On the rise in recent
• HR professionals and
managers need to be
more vigilant in creating
a positive, safe and
secure workplace
Violence in the Workplace
• This can be significantly reduced by taking
preventative measures:
– Increased security by using employee name badges.
– Reducing the number of entrances and exits.
– Video surveillance cameras.
– Entrances with metal detectors.
– Guest and employee security checks at hotels.
– Complete background checks on all employees.
– Noting and reporting any use of threats, physical actions,
frustrations or intimidation.
Conflict Management
• The application of strategies
to settle opposing ideas,
goals, and/or objectives in a
positive manner.
• There are 5 steps.
– See next slide.
Conflict Management
• 1st: Analyze what is at the center of the
– Brainstorm
• 2nd: Determine the strategy that will be
used to resolve the conflict.
– Collaboration
– Compromise
– Competition
– Accommodation
– Avoidance
• 3rd: Start pre-negotiations&re-assess.
• 4th: Begin the negotiation phase.
• 5th: Implement the negotiations made.
Conflict Resolution
• Keep the best interest of your
company in mind.
• Guiding principles for handling
– Preserve dignity and respect.
– Listen with empathy and be fully present
and identify the issues.
– Find a common ground without forcing
change and agree on the issues.
– Discuss solutions.
– Honor diversity, including your own
– Agree on the solutions and follow up.
– Avoid groupthink!
Alternative Dispute Resolution (ADR)
• Problem-solving and
grievance resolution
approaches to address
employee relations and
disputes outside the
• Provides employers and
employees with a fair
and private forum to
settle workplace
Alternative Dispute Resolution (ADR)
• With ADR a process is in
place to offer the following
– Open Door Policy
– Third-Party Investigations
– Fact Finding
– Peer Review
– Mediation
– Arbitration
Conflict Prevention
• Conflict is bound to arise
in any atmosphere that
requires interdependency
between people and
• Preventing it is
substantially more
effective than having to
undo it!
Conflict Prevention
• Conflict is not really the root of
the problem.
• The root is a lack of direct,
properly handled conflict.
– Beprepared to handle conflict.
– Pay close attention to your
– Listening actively.
– If it seems like a situation may lead
to a conflict you should speak up
before the situation gets out of
– Always remember to keep a sense
of humor.
© 2010 John Wiley & Sons, Inc.