Page 208 - DMGT106_MANAGING_HUMAN_ELEMENTS_AT_WORK

Managing Human Element at Work

Notes 8.12 Resolving Conflict Situations

To manage conflict effectively you must be a skilled communicator. That includes creating
an open communication environment in your unit by encouraging employees to talk about
work issues. Listening to employee concerns will foster an open environment. Make sure
you really understand what employees are saying by asking questions and focusing on their
perception of the problem.
Whether you have two employees who are fighting for the desk next to the window or one
employee who wants the heat on and another who does not, your immediate response to
conflict situations is essential. Here are some tips you can use when faced with employees
who cannot resolve their own conflicts.

8.12.1 Acknowledge that a Difficult Situation Exists
Honesty and clear communication play an important role in the resolution process. Acquaint
yourself with what is happening and be open about the problem.
8.12.2 Let Individuals Express Their Feelings

Some feelings of anger and/or hurt usually accompany conflict situations. Before any kind
of problem-solving can take place, these emotions should be expressed and acknowledged.
8.12.3 Define the Problem

What is the stated problem? What is the negative impact on the work or relationships? Are
differing personality styles parts of the problem? Meet with employees separately at first
and question them about the situation.
8.12.4 Determine Underlying Needs

The goal of conflict resolution is not to decide which person is right or wrong; the goal is
to reach a solution that everyone can live with. Looking first for needs, rather than solutions,
is a powerful tool for generating win/win options. To discover needs, you must try to find
out why people want the solutions they initially proposed. Once you understand the
advantages their solutions have for them, you have discovered their needs.
8.12.5 Find Common Areas of Agreement, No Matter How Small

• Agree on the problem.
• Agree on the procedure to follow.
• Agree on worst fears.
• Agree on some small change to give an experience of success.

8.12.6 Find Solutions to Satisfy Needs
• Problem-solving by generating multiple alternatives.

• Determine which actions will be taken.
• Make sure involved parties buy into actions. (Total silence may be a sign of passive
resistance.) Be sure you get real agreement from everyone.

Determine Follow-up You will Take to Monitor Actions. You may want to schedule a follow-
up meeting in about two weeks to determine how the parties are doing.
Determine What You will Do if the Conflict Goes Unresolved. If the conflict is causing a
disruption in the department and it remains unresolved, you may need to explore other
avenues. An outside facilitator may be able to offer other insights on solving the problem.

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