Chapter 12: Conflict Management,
Resolution & Prevention
• What is Conflict?
• Conflict
Management
• Conflict Resolution
• Conflict Prevention
What is Conflict?
• Anger is defined as a feeling
of great displeasure, hostility,
indignation, or exasperation,
wrath, trouble or affliction.
• Conflict is defined as discord,
a state of disharmony, open
or prolonged fighting, strife or
friction.
What is Conflict?
• We define conflict as a
disagreement resulting
from individuals or groups
that differ in:
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Opinions
Attitudes
Beliefs
Needs
Values
Perceptions
Main “Ingredients” of Conflict
• The main “ingredients”
of conflict include:
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Desires
Needs
Perceptions
Power
Values
Feelings
Common Causes of Workplace Conflict
 Lack of communication
 Feelings of being
undervalued
 Undefined/not clearly
defined roles
 Poor use of managerial
criticism
 Preferential treatment
 Poor
management/leadership
 Impractical expectations
 Overworked employees
 Stress
 Internal conflict
Conflict Triggers
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Different work methods
Different goals
Personalities
Stress
Different viewpoints or
perspectives
* Communication is the resolution to the majority of
conflicts!
Violence in the Workplace
• On the rise in recent
years.
• HR professionals and
managers need to be
more vigilant in creating
a positive, safe and
secure workplace
environment.
Violence in the Workplace
• This can be significantly reduced by taking
preventative measures:
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Increased security by using employee name badges.
Reducing the number of entrances and exits.
Video surveillance cameras.
Entrances with metal detectors.
Guest and employee security checks at hotels.
Complete background checks on all employees.
Noting and reporting any use of threats, physical actions,
frustrations or intimidation.
Conflict Management
• The application of strategies
to settle opposing ideas,
goals, and/or objectives in a
positive manner.
• There are 5 steps.
– See next slide.
Conflict Management
• 1st: Analyze what is at the center of the
conflict.
– Brainstorm
• 2nd: Determine the strategy that will be
used to resolve the conflict.
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Collaboration
Compromise
Competition
Accommodation
Avoidance
• 3rd: Start pre-negotiations&re-assess.
• 4th: Begin the negotiation phase.
• 5th: Implement the negotiations made.
Conflict Resolution
• Keep the best interest of your
company in mind.
• Guiding principles for handling
conflict:
– Preserve dignity and respect.
– Listen with empathy and be fully present
and identify the issues.
– Find a common ground without forcing
change and agree on the issues.
– Discuss solutions.
– Honor diversity, including your own
perspective.
– Agree on the solutions and follow up.
– Avoid groupthink!
Alternative Dispute Resolution (ADR)
• Problem-solving and
grievance resolution
approaches to address
employee relations and
disputes outside the
courtroom.
• Provides employers and
employees with a fair
and private forum to
settle workplace
disputes.
Alternative Dispute Resolution (ADR)
• With ADR a process is in
place to offer the following
options:
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Open Door Policy
Third-Party Investigations
Fact Finding
Peer Review
Mediation
Arbitration
Conflict Prevention
• Conflict is bound to arise
in any atmosphere that
requires interdependency
between people and
work.
• Preventing it is
substantially more
effective than having to
undo it!
Conflict Prevention
• Conflict is not really the root of
the problem.
• The root is a lack of direct,
properly handled conflict.
– Beprepared to handle conflict.
– Pay close attention to your
employees.
– Listening actively.
– If it seems like a situation may lead
to a conflict you should speak up
before the situation gets out of
hand.
– Always remember to keep a sense
of humor.
© 2010 John Wiley & Sons, Inc.