Resolving Conflict in the Workplace

R _ _ _ _ _ _ _ _ C _ _ _ _ _ _ _ _ Read the suggestions below about ways of dealing with conflicts. Write next ti them either Do Or Don’t Delay taking action, if possible. Get angry from time to time with difficult members. Try to see the problem from the point of view of the team. Be truthful about how you see the situation. Encourage open and frank discussion. Try to ignore tensions within the team. Bring potential conflict and disagreement into the open. Give special attention to team members who are creating problems. Persist with “impossible people” – you may win them over. Try to find “win – win” solutions. Listen to a conversation between Karen, Head of Department, and Larissa. Which suggestions, listed above, does Karen use to deal with the conflict between Larissa and her colleague, Sophie? Listen to the conversation again. Note down any phrases she uses to deal with the conflict. The following boxes might help you categorise them. Expressing your feelings My main concern is… Showing Sympathy I know how you feel. Making suggestions One thing you could do is… Identifying the real problem What’s really bothering you? Expressing satisfaction Yes, that would be very helpful… Resolving the conflict How do you think we should deal with this? Expressing Dissatisfaction I don’t think that would do much good. Reviewing the situation Let’s meet next week and see how things are going. Role – Play A team of 6 multinational staff is managing a number of performers / artists. However, one of the team members is unhappy. The employee is difficult to work with and rather uncooperative. You are the team member. You meet your team leader to discuss your performance at work. You are unhappy for the following reasons: You feel you are working harder than everyone else. You are always the last to leave work. Your hard work is not recognised and appreciated by the team. You have recently married ad you are missing your husband and young child. You do most of the boring paperwork while your colleagues are given more face-to-face contact with clients. You are not happy with how the workload is being distributed. You think the team leader is too young and inexperienced, and is not managing the team well. This is the main reason why you are unhappy.