Conflict Management in the Workplace
Conflict management in the workplace is an issue that every leader, manager, or employee has to deal with at one time or another.
The basics of conflict management include improving communication, teamwork, and a systematic approach to solving the disagreement. This paper explores various techniques that can be utilized to manage conflict in the workplace.
Workplace Conflict Management
Conflict is defined by Hellriegel, Slocum and Woodman as “the process in which one party perceives that its interests are being opposed or negatively affected by another party” (p. 362). Sometimes conflict that be a positive force within an ...view middle of the document...
These consequences range from negative outcomes (such as loss of skilled employees, sabotage, low quality of work, stress and even violence) to positive outcomes (such as creative alternatives, increased motivation and commitment, high quality of work, and personal satisfaction) (Hellriegel, Slocum and Woodman, p. 365).
Conflicts (whether they are negative or positive) will arise in organizations whenever interests collide -- and when these differences affect the relationship between interdependent people, they must be constructively managed (Hellriegel, Slocum and Woodman, p. 365). According to Hellriegel, Slocum and Woodman, some ways to manage conflict include: the “forcing style”, the “accommodating style”, the “compromising style”, and the “collaborating style”.
The forcing style refers to “assertive and uncooperative behaviors and reflects a win-lose approach to interpersonal conflict” (Hellriegel, Slocum and Woodman, p. 374). This forcing style relies on coercive power and dominance to resolve the conflict. In the forcing style, the person who is trying to resolve the conflict feels that one side must win and that one side must lose (Hellriegel, Slocum and Woodman, p. 374).
The accommodating style, according to Hellriegel, Slocum and Woodman, refers to “cooperative and unassertive behaviors” (p. 376). The accommodation style manifests itself as a long-term strategy to encourage cooperation by others, or as a submission to the wishes of others. The accommodator tries to reduce tensions and stresses by reassurance and support (Hellriegel, Slocum and Woodman, p. 376). This style shows concern about the emotional aspects of conflict, but does not deal with substantive issues -- this style simply results in covering up or glossing over the issue (Hellriegel, Slocum and Woodman p. 376).
According to Hellriegel, Slocum and Woodman, the compromising style refers to “behaviors at an intermediate level of cooperation and assertiveness” (p. 377). This style is based on give and take, which usually involves a series of concessions. This technique is commonly used and widely accepted as a means of resolving conflict.
A collaborating style refers to “strong cooperative and assertive behaviors. It is the win-win approach to interpersonal conflict handling” (Hellriegel, Slocum and Woodman, p. 376). In this stylistic approach to workplace conflict management, it is sharing, examining and assessing the reasons for the conflict that leads to the development of an alternative that is fully acceptable to everyone involved. This effectively resolves the conflict (Hellriegel, Slocum and Woodman, p. 377).
Studies on the use of these different interpersonal conflict handling styles indicate that collaboration is the best approach to managing workplace conflict (Hellriegel, Slocum and Woodman, p. 378). The collaboration style tends to be characteristic of (1) More successful individuals and (2) High-performing, rather than medium- and...