Conflict in the Workplace

How conflict is viewed and the conflict process

Which One is YOU?Ernst & Young reports that the cost of losing and replacing an employee may be as high as 150% of the departing employees annual salary. (Workforce.com. 2010)

ACRNET.ORG 2008

What is Conflict?

A process that starts when someone believes that

someone else has negatively impacted something the first person cares about. This perception results in a clash between the two

parties.

How Conflict is Viewed Conflict is viewed differently by different organizations, by

different groups within an organization and the individuals involved in the conflict.

Many organizations are currently using a Co-resolution approach by bringing in neutral third parties to help negotiate a compromise.

When it comes to the role that conflict should play in the

workplace, there are several schools of thought.

How Conflict is Viewed, Cont.

Some feel conflict should be avoided because it represents a malfunctioning work environment.

Others believe that conflict is a natural event that occurs when

work groups interact with each other, and therefore, it should be viewed as an expected byproduct. A third view takes the position that conflict can be a positive

force. In fact, this view advocates that a certain amount of conflict under certain circumstances is absolutely necessary for improved work performance.

Differing views of ConflictTraditional ViewAll conflict should is harmful and should be avoided

Human Relations View

Conflict is a part of group interactions and should be accepted and welcomed. Conflict is a positive force and is absolutely necessary for the group to perform effectively.

Interactionist View

Question

Which view most closely represents your philosophy?

The Conflict ProcessFunctional Outcome

Perceived conflict

Potential Sources of Conflict Felt conflict

Open conflict

Dysfunctional Outcome

If we understand the stages in the conflict process, it can help us to understand all sides of a conflict and effectively work toward resolution.

The Conflict Process, Cont.Conflict flows from a potential source to either a perceived or felt conflict, which can escalate into a full conflict resulting in a functional outcome or not.

The Conflict Process, Cont.Its a fact that we all interpret reality differently. A particular event may have happened a certain way. However, if one person believes it to have happened another way, then that persons perception becomes their reality.

A potential source of conflict will only lead to an actual conflict when at

least one of the parties involved is affected by, and aware of, the conflict. This is perceived conflict. Many conflicts are a result of perceptions. Once people perceive a conflict, they often become emotionally

involved, experiencing such emotions as anxiety, tension, frustration, or hostility. It is at this point that it becomes a felt conflict and ultimately manifests itself into observable behaviors.

Recognizing ConflictMalcolm S. Forbes said in an address to the staff at Forbes magazine; If you have a job without any aggravations, you dont have a job.

In today hectic, fast-paced environment, conflict is almost

inevitable between groups and employees. It is an accepted norm. By recognizing these different types of behaviors and conflict

stages, we can understand each side and work toward a solution.

Conflict Behaviors Everyone exhibits different types of behaviors when in a conflict

situation. Most people dont realize that a conflict situation exists until

some type of behavior or action is displayed by the person who feels threatened. Behaviors can range from escape, attack or peacemaking. If allowed to escalate beyond a certain point, the conflict runs

the risk of being destructive and having a dysfunctional effect on the organization.

Types of Conflict Outcomes The results of the conflict process can be grouped into three types of

outcomes. Each one requires a different approach to conclude it. Unresolvable conflicts turn into litigation (war) and are usually handled

through a separate medium we will not discuss here. Basically, they have no place in the work environment. Sometimes we are our own worst enemies because of our natural tendency

to avoid problems, hoping they will eventually take care of themselves and go away. This type of thinking leads to unnecessary conflict. Most of these are resolvable. On the other hand, resolvable conflicts are those which have opposing

viewpoints at the center of the conflict. The conflict arises because the parties involved have differing self-interests. Yet through a process of mediation, a workable solution can be reached.

Conclusion Conflict in the workplace has become so prevalent in todays

society that an entire industry has developed just for Alternative Dispute Resolution or ADR.

Conflict is inevitable, so to be truly effective in todays work environment people need to be able to at least recognize the basic components of a conflict situation.

THANK YOU