2015

Workplace Conflict

Sunipa Sen
Learner Handbook
04/06/2015
 Workplace Conflict: Learner Handbook

My Name: ________________________________________________________________

Workshop Venue: __________________________________________________________

Workshop Date: ___________________________________________________________

Facilitator: ________________________________________________________________

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 Workplace Conflict: Learner Handbook

According to me Workplace Conflict is:

What I expect from the workshop:

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Workplace Conflict: Case Study Video

Observation Notes on the Video:

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 Workplace Conflict: Learner Handbook

Answer the following questions based on the case study video:

1. What is conflict?

2. Who are involved in the conflict?

We shall learn the response to the following questions during this session:

3. What is the cause of the conflict?

4. What is the effect of the conflict?

5. Can this conflict resolved?

6. How can you resolve the conflict?

What Are Types of Conflict?

Intrapersonal: Conflict an individual experiences within himself, for example individual wants to go late
to the office but he is in mental conflict not to do so.

Interpersonal: conflict between two individuals. (Ask the learners whether the conflict in the video case
study was intrapersonal or interpersonal conflict)

Functional: conflict between individuals or teams due to ambiguity in role specification within an
organization.

Intergroup: In case of ethnic or racial groups

The type of conflict shown in the case study video is: ____________________________

Type of Conflict my team has to share experience of: ____________________________

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 Workplace Conflict: Learner Handbook

Note on the experience:

Why Conflict?

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Some common causes of conflict are:

What was the cause of conflict shown in the case study video?

What Are Effects of Conflict

List the positive effect of conflict shown in the case study video:

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List the negative effect of conflict shown in the case study video:

Some Common Effects of Conflict Are:

Notes on Positive effects of conflict:

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Notes on negative effect of conflict:

How to Resolve Conflict?

Causes of conflict shown in the video:

Effects of conflict mentioned in the video:

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 Workplace Conflict: Learner Handbook

Method to resolve conflict:

The following steps to be used by the conflicting individuals/teams or the third person who is
mediating to resolve the conflict:

Be Conceptual : to understand the root cause of the conflict

Negotiate: to resolve with tact and diplomacy

Solve the problem so that each individual feels he has something to gain from it

Resolve conflict without favoring any individual or any group

Communicate: empathize with the people involved

Manage the emotions and temper of the people involved in the conflict

Listen to them to understand them

Ask questions to the people

Assertive action for easy resolution of the conflict

Notes on the five conflict resolution scenarios shown in the video: (The first scenario has
been done for you as an example)

Scenario 1: Conflict resolution done through making formal complaint to third person

Third person reads and asks about the complaint to understand the cause

Third person then ask the person who caused the conflict to correct the action

that caused the conflict.

Scenario 2: ____________________________________________________________

____________________________________________________________

____________________________________________________________

Scenario 3: ____________________________________________________________

____________________________________________________________

____________________________________________________________

Scenario 4: ____________________________________________________________

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 Workplace Conflict: Learner Handbook

____________________________________________________________

____________________________________________________________

Scenario 5: _____________________________________________________________

_____________________________________________________________

_____________________________________________________________

Explain how you will resolve the conflict shown in the case study video?

Check It Out
Use the following guideline get with your team and prepare a checklist of method to resolve
conflict:

Checklist Guidelines
1. Define the checklist.
Define the reason for making the checklist
Who will use the checklist
2. Make potential list of checkpoints.
List each checkpoint according to the resolution steps discussed in the class and listed in the learner
handbook.
Keep space in the checklist for notes on resolution steps taken
3. Make note of the inputs from conflicting team/individual A

Describe the individual/team.

Note the cause of conflict communicated by the individual/team
Note the reaction of the individual/team to the conflict.
4. Make note of the response of the conflicting team/individual B.
Describe the individual/team.
Note the cause of conflict communicated by the individual/team
Note the reaction of the individual/team to the conflict.
5. Make note of the mediators.
Mediator is one from the conflicting individuals/teams or a third person
Note the cause of conflict
Note mediators observation of individual/team A
Note mediators observation of individual/team B

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 Workplace Conflict: Learner Handbook

6. Note of the steps taken defined in point 2 and the additional steps taken
Note the resolutions steps taken as defined in point 2 of the checklist
Note in detail any other steps taken other than that defined in point 2
7. Note the outcome of the conflict resolution.
Describe the resolution of the conflict
Note the response of conflicting individual/team A to the resolution
Note the response of conflicting individual/team B to the resolution
Where both the conflicting individuals/teams assertive in the process of negotiation resulting in win-win
outcome?

The Conflict Resolution Checklist:

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Role Play
Use the following checklist to evaluate the conflict resolution process enacted in the role-play:

Conflict Resolution Checklist

Check Check Detail Description
whether
the step is
performed
1 Define Checklist
Reason for using the checklist

Details of checklist user

2 Potential List of Checkpoints

Root cause of the conflict

Communication with A

Communication with B

Asked questions to understand

the conflict
Listened carefully to A and B to
understand their point of the
conflict
Empathized and understood the
thoughts and feelings of A and
B
Managed the emotions and
temper of A and B and made
them feel positive
Offered solution to the benefit of
both the conflicting parties
Made both the parties
understand they how they are
benefitting from the solution
Both the parties were assertive
enough to discuss and
participate in negotiating a
solution to the conflict
Any additional step taken:
describe
3 Make note of the inputs from
conflicting team/individual A

Describe the conflicting

individual/team A
His version of the cause of the
conflict
His reaction to the conflict

4 Make note of the inputs from

conflicting team/individual B

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 Workplace Conflict: Learner Handbook

Describe the conflicting

individual/team A
His version of the cause of the
conflict
His reaction to the conflict

5 Make note of the mediators

Mediator is one from the
conflicting individuals/teams or a
third person
His note on cause of the conflict

His observation of party A

His observation of party B

6 Note of the steps taken

defined in point 2 and the
additional steps taken

Note the resolutions steps taken

as defined in point 2 of the
checklist
Note in detail any other steps
taken other than that defined in
point 2
7 Note the outcome of the
conflict resolution
Describe the resolution of the
conflict
Note the response of conflicting
individual/team A to the
resolution
Note the response of conflicting
individual/team B to the
resolution
Where both the conflicting
individuals/teams assertive in
the process of negotiation
resulting in win-win outcome?

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 Workplace Conflict: Learner Handbook

Summary
Workplace Conflict
o Prelude through video
o What is conflict?
Types of conflict
o Intrapersonal conflict
o Interpersonal conflict
o Functional conflict
o Intergroup conflict
Why Conflicts Arise (Sources of Workplace conflict)?
o No two people are alike (different objectives)
o People see things differently
o People may have ideological differences
o Different approaches to problem solving (ways of arriving at a solution)
o Due to poor communication channels
o Competition for limited resources
o Different interests, goals and values
o Inter-departmental rivalry within an organization
Effects of conflict
o Positive effect
Triggers need for searching for new facts and solutions
Improves group cohesiveness
o Negative effects
Reduces productivity as individuals lose focus of their responsibilities
Delays In the decision making process- as individuals pass on their
responsibilities to others
Resolving workplace conflict (Skills needed)
o Use conceptual skills to understand the root cause of the conflict
o Negotiate with tact and diplomacy (Negotiation Skills)
Solve the problem so that each individual feels he has something to gain from it
Resolve conflict without favoring any individual or any group
o Communication skills: empathize with the people involved
Manage the emotions and temper of the people involved in the conflict
Listen to them to understand them
Ask questions to the people
o Assertive action for easy resolution of the conflict

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