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Managing Conflict in the Workplace

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Module 3: Conflict Resolution

Philip Foiles

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Learning Goals

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  1. The learner will determine and differentiate strategies for responding to intrapersonal, interpersonal, intragroup, and intergroup conflict.

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  • At the conclusion of this module, the learner will be able to apply empathetic and effective strategies in responding to conflict in the workplace.

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Conflict Resolution

Potential Causes of Conflict in Organizations

  • Miscommunication
    • Clarity of roles/responsibilities
    • Unclear expectations
  • Conflicting Perspectives and/or Assumptions
  • Assuming the worst of people
    • Most people have positive intentions
  • Lack of decision-making framework
    • Manager skills
    • More than one person in the role

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Legal responsibility lies with ALL employees

  • Harassment�
  • Discrimination�
  • Wrongful termination�
  • Wage and hours disputes�
  • Other pay/benefits disputes; and/or�
  • Personal disputes between co-workers.

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Bhattacharyya, S. (Ed.). (2019). Strategic Approaches for Conflict Resolution in Organizations: Emerging Research and Opportunities. IGI Global.

Conflict Phases

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Causes of conflict

  • Intrapersonal

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    • Moral question: “Did I do the right thing?”

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    • Job function: “Did I take the right step in submitting documentation?”

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Causes of conflict

  • Interpersonal

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    • Job function: “Did I help my co-worker achieve our team goals, or did I hinder?”

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    • Project management: “Are we focused on the same goals and timelines?

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Causes of conflict

  • Intragroup

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    • Job function: “Have we aligned on the same goal?” “Have we agreed on procedures for achieving the goal?

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    • Project management: “Are we meeting together regularly to assess progress?”

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Causes of conflict

  • Intergroup

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    • Job function: “Are we collaborating with other teams effectively?”

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    • Project management: “Are our SOPs conflicting with those from other teams?”

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Conflict Strategies

  • Interpersonal

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    • Moral Dilemna: “Have I gathered all possible tools/strategies to make a decision?”

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Conflict Strategies

  • Intrapersonal

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    • Job function: “Have we set ground rules for resolving our disagreement?”

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    • Communication: “Have I listened to my co-worker?” “Can I restate in clear language the thoughts or opinions of my co-worker?”

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Conflict Strategies

  • Intergroup

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    • Job function: “Have we set aside time to freely brainstorm solutions together?”

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    • Project Management: “Have we aligned our goals and deadlines?” “Can we each describe the conflict?”

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Conflict Strategies

  • Intragroup

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    • Job function: “Have we aligned our goals toward project completion?”

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    • Project management: “Is my team hindering the progress of another team?”

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https://kilmanndiagnostics.com/overview-thomas-kilmann-conflict-mode-instrument-tki/

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Another way to visualize conflict resolution

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Module 3 to Module 4

Learners will prepare to attend Module 4: Org. Standards