Conflicts in The Workplace

Conflicts
in the
Workplace
| Events Management
| Kassandra Kay K. De Roxas, MMT
Review
Pre-Test with Partner
Session Objectives
Identify and communicate issues arising
in the workplace
Organize information regarding
problems and issues to ensure clear
and effective communication.
Case Study:
A manager inadvertently assigns two employees the same
project without telling them. An employee makes a comment
that is misunderstood and causes an argument among his
team. Someone makes a complaint to HR about another
employee, and the HR manager makes an assumption about
the situation without gathering the facts — only to find out that
the complainer caused the problem in the first place.
Questions:
Based on the case study, answer the following questions:
a. Describe the conflict happened in the case study.
b. What is the root cause of this conflict?
c. What is the role of communication in conflict?
d. Define conflict.
Understanding Conflict
The condition in which people’s
concerns—the things they care about—
appear to be incompatible.
Conflict does not always equate to
fighting, arguing, blaming, and name-
calling.
What is Conflict?
Conflict is the emotional, verbal, written or physical
expression of differences regarding wants, needs or
expectations between two or more individuals.
Conflict directly impacts behavior, decision-making and
the ability to complete assigned tasks.
Conflict is inevitable in the workplace; it cannot be
eliminated.
The key to a functional workplace is the ability to
minimize the escalation of conflict and ultimately
resolve the differences.
Common Causes of Conflict
1. Competition over needs or perceived needs.
2. Difference in methods or process understandings.
3. Personality and behavioral style.
4. Communication style, tone and body language.
5. Competition over resources.
6. Differences of opinions.
Qualitative Cost of Conflict
Quantitative Cost of Conflict
Quantitative Cost of Conflict
Positive Conflict
Negative Conflict
Question:
What do you think of
this statement?
“Conflict doesn’t
have to be a
bad thing.”
Methods of Dealing with Conflict
Competing
 Win-Lose
 Assertive
 Uncooperative
 When one has a very
strong desire to state
his/her own wishes or need.
Accommodating
 Lose-Win
 Unassertive
 Cooperative
 Self-sacrificing
 Yielding to another’s point of view
 Obeying without agreeing
Withdrawing
 Lose-Lose
 Unassertive
 Noncooperative
 Side-stepping the issue
 Not addressing the issue
Compromising
 Win Some-Lose Some
 All parties are partially satisfied
 Intermediate assertiveness
 Intermediate cooperativeness
 Middle of the road solution
Collaborating
 Win-Win
 Assertive
 Finding agreeable solution for both parties
 Fully satisfy both concerns
Question: What’s your Style?
Different Styles have Different Goals
Procedures for Conflict Resolution
1. Identify and define the problem.
2. Identify the goals.
3. Generate alternative solutions ~
search for a win-win solution.
4. Evaluate alternatives and develop an
action plan.
5. Reach an agreement and implement
the plan.
6. Make an “appointment’ to review.
Aids to Communication
Listen actively Tailor words to person

Relax Determine the best timing
Observe body language Determine the best place
Develop interest in others
interests Why is the conversation
necessary
Ask for clarification
Plan what you are going to say
Do’s of Workplace Conflict
1. Consider what might have caused the
disagreement/conflict.
2. Be respectful of differences.
3. Approach disagreements and/or conflict with
an open mind.
4. Try to cut the conflict off in its early stages.
5. Listen carefully.
6. Be mindful of how you say things.
7. Ask for help.
8. Be sure the problem is resolved.
Conclusion
• Addressing conflict is a mission-critical component of
increasing organizational effectiveness and productivity.
• Chronic patterns of unresolved conflict are costly and

lead to a dysfunctional organization.
• Be encouraged to resolve conflict at an early

stage, at the lowest possible level.
• Keys to conflict resolution are training and

practice of improved communication skills.
Questions?
Case Study:
 The class will be divided into three groups. Each group will be assigned to
different case studies.
 A group representative will present their answers in the class.
 Brainstorming: 15 mins.
 Presentation: 8 mins
Rubrics:
Content/Organization 25 pts.
Delivery 15 pts.
Enthusiasm/Audience Awareness 10 pts.
Total Points: 50 pts.
Case Study 1:
Andrew works for a respected engineering firm as an engineer and loves his job. He’s on
time to work and puts in his time to make sure he’s seen as a hard-worker. His co-
worker Tim is rarely on time, and tries to find loopholes whenever possible in order to
do the least amount of work possible. Their company has a policy that if an employee
is over 15 minutes late, they must call their supervisor as soon as they sit down at
their desk to make sure they know the employee has arrived. One day, Tim comes in
30 minutes late. Out of concern for Tim’s job, Andrew says “Hey Tim, I just wanted to
remind you to call our supervisor so you don’t get in trouble.” Tim gets angry and tells
Andrew that their supervisor will never know he was late and that it doesn’t matter.
What suggestions do you have to resolve this conflict?

Case Study 2:
Blake and Aaron work together at a retail store. Blake has been
working at the store for two years and Aaron just started. From
the first day, Blake did not like Aaron and has treated him poorly.
Aaron is confused because he has not done anything to Blake
to cause contention. Blake constantly makes inappropriate
remarks to Aaron and talks about him to other co-workers.
Because Aaron is new to the position, he is unsure how to
handle this particular workplace conflict.
What suggestions do you have to resolve this conflict?

Case Study 3:
Recently, you and three or four other members of your group have been increasingly
aware of personal disagreements and unspoken resentments among the people with
whom you work. There is no official procedure to handle such problems, and you
realize that, not only is productivity (personal and collective) suffering, but that
everyone appears to be unhappy in general with the declining working conditions
these problems have created.
You feel the same way and would like to do something to improve the situation.
Considering the fact that these three or four other individuals are also aware of the
problem, what can you do?
One Word Splash
After our discussion, write down one word to
the blackboard to sum up that material.
Assignment:
Research about the examples of
communication barriers

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What are some common causes of conflict in the workplace?

What are some methods for dealing with conflict?

Conflicts

2. Difference in methods or process understandings.

3. Personality and behavioral style.

4. Communication style, tone and body language.

5. Competition over resources.

Listen actively Tailor words to person

• Chronic patterns of unresolved conflict are costly and

• Be encouraged to resolve conflict at an early

• Keys to conflict resolution are training and

What suggestions do you have to resolve this conflict?

What suggestions do you have to resolve this conflict?

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