CD 227: EFFECTIVE COMMUNICATION
& ETHICS IN THE WORKPLACE
LECTURE 10
MAINTAINING HARMONY IN THE WORKPLACE
VIA CONFLICT RESOLUTION & NEGOTIATION.
PRESENTER: MRS. MAINO
(ADAPTED KEHATSIN, 2015).
TUESDAY 5TH OCTOBER, 2021
MAINTAINING HARMONY IN THE WORKPLACE
LECTURE OUTLINE
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Roles in the Workplace
Features of Conflict Resolution
Skills of Negotiation
MAINTAINING HARMONY IN THE WORKPLACE
1. TWO MAIN ROLES IN THE WORKPLACE
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Task-related roles
[Your job description]
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Maintenance- related roles
[Maintenance of relationships]
MAINTAINING HARMONY IN THE WORKPLACE
2. HARMONY
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The outcomes of Harmony:
Better interpersonal understanding
Better work relationship & environment
Better productivity
Better work dynamics
Better future prosperity
Mutual satisfaction
MAINTAINING HARMONY IN THE WORKPLACE
3. DEFINING CONFLICT
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It is an inevitable aspect of human life.
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Arises within individuals and between individuals.
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Takes place within and
communities and nations.
between
groups,
MAINTAINING HARMONY IN THE WORKPLACE
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It is sometimes physically violent and is
expressed with fists, guns or bombs.
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It can also be non-violent and occurs in the
mind and usually expressed in words.
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It can erupt suddenly or it can smolder for
years even generations.
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It can focus on trivia or concern the future
of life on earth.
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It can break down communication, destroy
relationships and lives, and erect barriers.
MAINTAINING HARMONY IN THE WORKPLACE
“Conflict exists when two or more parties
perceive that their values or needs are
incompatible” (Gregory Tillet,1999).
MAINTAINING HARMONY IN THE WORKPLACE
4. TYPES OF CONFLICTS
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Intra-personal conflict
Interpersonal conflict
Intra-group conflict
Intergroup conflicts
Role conflicts
Value conflicts
Territorial conflicts
MAINTAINING HARMONY IN THE WORKPLACE
5. DEFINING A PROBLEM, DISPUTE & CONFLICT
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A problem can be resolved by management-by agreement
on how something can or should be done.
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Problems can become disputes and can disclose conflicts
but are still different.
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Problems are usually managed.
MAINTAINING HARMONY IN THE WORKPLACE
6. DEFINING A DISPUTE
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A dispute arises when two or more people perceive that
their interests, needs or goals are incompatible.
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Settlement is usually a compromise and can be done by a
third party-mediator.
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A solution can also be imposed by an external authority-the
arbitrator.
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Disputes are usually settled.
MAINTAINING HARMONY IN THE WORKPLACE
7. DEFINING A CONFLICT
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Conflicts relate to deep human needs and values.
Sometimes they are expressed through problems or
disputes which may be the superficial manifestation of a
conflict.
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Conflicts are usually resolved or settled.
MAINTAINING HARMONY IN THE WORKPLACE
8. DEFINING CONFLICT MANAGEMENT
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It is the first stage to the containment of a conflict.
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It can be applied by non-conflicting parties like the
police force, the army and others.
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It focuses on the immediate ending of the conflict.
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It does not get to the root cause of the conflict.
MAINTAINING HARMONY IN THE WORKPLACE
9. DEFINING CONFLICT RESOLUTION
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It’s a multi-disciplinary,
approach to conflict.
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It seeks to enable conflicting
collaboratively towards a resolution.
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Conflict resolution means terminating conflicts by
methods that are analytical and get to the root of the
problem .
analytical,
problem-solving
parties
to
work
MAINTAINING HARMONY IN THE WORKPLACE
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The most effective conflict resolution is one that is
Proactive.
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In PNG, it is unfortunate that resolutions are
merely Reactive.
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Conflicts like people are multi-dimensional, multifaceted, complex and predictable only at some
times.
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The conflict resolver must be able to deal with the
unexpected.
MAINTAINING HARMONY IN THE WORKPLACE
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For resolution to be effective quickly, it is
often a matter of getting the process right
the first time.
Four main stages in conflict resolution are:
MAINTAINING HARMONY IN THE WORKPLACE
COLLABORATIVE CONFLICT RESOLUTION PROCESS
4.
Negotiation
Decision
Agree
Conflict
3
Planning
/Preparation
1.
Investigation
2.
Identification
Signing
Celebration
MAINTAINING HARMONY IN THE WORKPLACE
10. STAGES IN CONFLCT RESOLUTION
[1] Investigation
This should involve non-judgmental gathering of necessary
information about the conflict. It must focus on the problem,
participants, past, pressures and projections.
[2] Identification
This involves assessing and analysing the information
collected and deciding on a number of key issues.
MAINTAINING HARMONY IN THE WORKPLACE
KEY ISSUES IN IDENTIFICATION
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The problem: what is the conflict?
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Other participants: who are the people involved?
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The relevant past: what history or relationship between the
parties may be relevant?
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Pressures or needs: what is motivating the parties in the
conflict?
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Projections or fears: what is obstructing the parties in
reaching a resolution?
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Other options for resolution
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Resources required for the resolution
MAINTAINING HARMONY IN THE WORKPLACE
STAGES
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Before the beginning of the resolution
process, seek agreement on:
The
The
The
The
The
The
problem
purpose
process
context
interest
participants
Identification will be most useful if it
involved all parties concerned.
MAINTAINING HARMONY IN THE WORKPLACE
STAGES
[3] Planning & preparation
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Planning must include matters that are basic and
practical. eg. resources.
Resource can include:
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information
tools
refreshment
MAINTAINING HARMONY IN THE WORKPLACE
STAGES
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The environment should be carefully planned and
prepared, and this includes the physical circumstances:
that it is comfortable
that it is relaxing
that the situation is secure
There should not be any:
interruptions
distractions
background noise
possibility of being overheard
MAINTAINING HARMONY IN THE WORKPLACE
STAGES
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The importance of the choice of a venue cannot be over
emphasized.
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Venue is an important issue. Venue should be comfortable.
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Venue can be yours, theirs or a neutral one.
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Venue should not disadvantage any one particular party.
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Venue should be accepted in principle by all parties
concerned.
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Venue should have all necessary items available to be used
in the process of discussion.
MAINTAINING HARMONY IN THE WORKPLACE
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STAGES
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There is a need to attain a free-to-all atmosphere where
constructive discussion can take place.
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Creating an environment conducive to resolution is vitally
essential.
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All parties should feel safe, both physically and
emotionally.
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Always try to ensure that there is confidentiality and
freedom from future punishment for the expression of
feelings or perceptions.
MAINTAINING HARMONY IN THE WORKPLACE
STAGES
[4] Negotiation
Discuss /
negotiate
Agree? / Yes
Choose data /
Research
Choose tools /
communication
skills
Confirm /
document
Choose
approaches /
Plan
Choose people
/ team or
individual
Celebrate
Negotiate?
/ Yes
MAINTAINING HARMONY IN THE WORKPLACE
STAGES
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During the negotiation (face-to-face discussion):
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Use the most effective language of communication
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Listen well during the discussion
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Use open body language
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Take seriously others needs and concern
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Value feelings and attitudes of others
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Have respect for others
MAINTAINING HARMONY IN THE WORKPLACE
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Reserve blame and judgments
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Encourage further elaboration and clarifications
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Treat each other as friends and not enemies
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Make smart concessions
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Concentrate your effort on common grounds
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Try to reach a consensus but if it fails than a
compromise may be necessary
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Sign the agreement at the end.
MAINTAINING HARMONY IN THE WORKPLACE
11. OTHER OPTIONS
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Other ways of addressing conflicts in the
workplace is by:
Conducting negotiation
Applying the mediation process
Applying restorative justice
Seeking arbitration / using the courts
Instituting internal grievance mechanism
CONCLUSION
Maintaining peace and harmony in the
workplace is a very important task for every
employer and employee. A happy work
environment gives room for more productivity
and mutual customer/client interaction within
and outside an organisation.
REFERENCES
Burton, J. & Dukes, F. (1990). Conflict: Practices in
Management, Settlement & Resolution. London: The Macmillan Press Ltd.
Kehatsin, J. (2000). Unlocking Problems, Disputes &
Conflicts, Lae: Unitech Printery.
Tillet, G. (1991). Resolving Conflict: A Practical Approach.
Sydney, Australia: Sydney University Press.
Tillet, G. (1999). Resolving Conflict: A practical Approach.
(2nd-ed.). Melbourne: Oxford University Press.
STRIVE FOR PEACE AND HARMONY
ALWAYS
THE
END