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Questions and Answers
What is functional conflict?
Which of the following is a disadvantage of conflict?
What does role overload refer to?
When one member takes on more work than they can cope with.
List two tools used in managing conflict.
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Dysfunctional conflict leads to collaboration.
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Match the following third-party interventions with their descriptions:
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The process of handling conflict where both parties have equal power is known as ______.
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What are skills a manager should have to deal with conflict?
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What is the main function of the CCMA?
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Study Notes
Types of Conflict
- Functional conflict is a positive form of conflict that encourages creativity and brainstorming, leading to better solutions.
- Dysfunctional conflict is a negative form of conflict where aggression and refusal to cooperate compromise tasks and impede progress.
Reasons for Conflict due to Workload
- Role Overload: Occurs when a team member takes on more work than they can handle, often willingly.
- Role Conflict: Arises when multiple members desire the same role, frequently the leadership position.
- Role Ambiguity: Results from unclear roles and responsibilities within a team.
Advantages of Conflict
- Identifies problems, raising awareness.
- Stimulates innovative thinking and problem-solving.
- Enhances understanding of the problem.
- Fosters collaboration, with a focus on cooperation rather than the problem itself.
- Motivates individuals to contribute ideas and overcome apathy.
Disadvantages of Conflict
- Can lower staff morale if not managed effectively.
- May lead to inappropriate behaviors if not resolved constructively.
Tools for Managing Conflict
- Stimulating Functional Conflict/Devil's Advocate: A technique to prevent groupthink by having a designated person challenge proposed plans to encourage creative thinking and consideration of alternative perspectives.
- Negotiation: A two-party process involving communication and discussion to reach an agreement.
- Smoothing: A temporary strategy where differences are ignored and focus shifts towards commonalities, potentially leading to a worsening conflict over time.
- Forcing: A solution where someone with authority imposes their decision on subordinates. Often used in autocratic environments and may result in resentment.
- Avoidance: Ignoring the conflict, pretending it doesn't exist, or delegating the issue to others. This can escalate the conflict.
- Compromise: A democratic approach involving equal power dynamics where both parties make concessions, leading to a give-and-take scenario. While seemingly fair, it can lead to resentment if one party consistently gives in.
Other Reasons for Conflict
- Change: Adapting to new policies, processes, or circumstances can trigger conflict.
- Lack of Communication: Misunderstandings and misinterpretations can lead to disputes.
- Inclusivity and Cultural Diversity: Differences in values, beliefs, and communication styles may cause friction.
- Resource Allocation: Competition for limited resources can spark conflict.
- Personalities and Emotions: Clashing personalities and emotional responses can contribute to conflict.
- Values and Ethics: Differences in ethical principles and values create conflict.
- Inner Conflict: Internal struggles with personal values, goals, or responsibilities can manifest in workplace conflicts.
Resolving Inner Conflict:
- Identify the source of inner conflict.
- Direct the individual to the appropriate department for assistance.
- The level of intervention depends on the severity of the conflict.
Skills Needed for Managing Conflict
- Ability to Handle Change: Adapting to change and navigating its challenges.
- Tolerance for Inclusivity and Cultural Diversity: Respecting diverse backgrounds, communication styles, and perspectives.
- Communication Skills: Effective verbal and written communication for clear understanding and conflict resolution.
- Strategic Thinking and Action: Proactively identifying potential conflicts and developing solutions.
- Emotional Intelligence: Understanding and managing one's own emotions and those of others for empathy and conflict resolution.
- Open Communication and Training: Fostering an open dialogue and providing resources for conflict resolution training.
Conflict Resolution Steps
- Negotiation: Two parties work together to reach a compromise.
- Conciliation: A third party facilitates the discussion without giving advice, ensuring both sides are heard.
- Mediation: A third party guides the conversation and provides suggestions for resolving the conflict.
- Arbitration: A third party makes a binding decision, removing the power from the conflicting parties.
Third Party Interventions
- Conciliation: A third party facilitates the discussion to ensure all points are considered.
- Mediation: A third party offers advice and suggestions to help the parties reach a resolution.
- Arbitration: A third party makes the final decision in a binding manner.
- Con-arb process: A combined process involving both conciliation and arbitration, completed within a single day. This process is mandatory for specific issues like dismissals under probation or unfair labor practices under probation.
Organizations Involved in Conflict Resolution
- CCMA (Commission for Conciliation, Mediation, and Arbitration): Handles labor disputes and aims to prevent strikes.
- WPF (Workplace Forums): Elected groups of workers representing employees in discussions with management on issues like merit increases, restructuring, and training.
- Employer Organizations: Provide expert advice on industrial relations to employers, assisting with contracts, discipline, grievances, dispute resolution, and employment equity plans.
- Trade Unions: Represent and advocate for the rights and interests of workers, negotiating with employers on various issues.
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