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600 E Boulevard Ave
Dept 113
Bismarck, ND 58505-0120

Phone · 701.328.3290
Fax · 701.328.1475
Email · hrms@nd.gov

Employment Verification · 701.328.2677

Conflict Resolution

Conflict: An Overview

We would all probably prefer to think that conflict doesn’t exist and that everything in our respective work environment is running smoothly. But that sort of ‘head-in-the-sand’ attitude does not change the fact that conflict does exist. Conflict is everywhere, ranging from a single disagreement to persistent or prolonged thoughtlessness.

Conflict can arise in any situation as the following scenario depicts:

In ABC agency, a conflict has arisen between Joe and his supervisor Elaine, resulting from a productivity issue as outlined on Joe’s performance evaluation. Joe believes that his evaluation was unfair and wants to discuss the gray issues in the measurement, but he fears creating more conflict with his supervisor. Both Joe and Elaine have been reluctant to address the matter, but Joe feels strongly about his concerns and wants to talk out the issues to achieve a better working relationship, rather than make matters worse. Both parties do not like the stressful situation surrounding them and realize that resolving their issue is important to bringing civility and harmony into their work environment. Based on their determination to restore the working relationship, a suitable course of action must be considered to deal with the conflict.

As you can see in this situation, conflict itself is not a major issue. However, it is a signal that an adjustment or understanding is needed in a relationship. It is usually thought of as a disruptive element, one that should be eliminated whenever possible. But, it is important that while resolving the conflict, an opportunity exists for individuals to clarify expectations, build cohesiveness, and create a productive, problem-solving atmosphere.

Disputes due to conflict occur in the workplace among supervisors, managers, and co-workers and may involve or affect others. Disputes can be harmful to people in the work environment and prove damaging to people, resulting in lost time, money, and other resources.

What is Conflict?

Types and Sources of Conflict

Conflict can be classified as constructive or destructive. Constructive (functional) conflict helps a group achieve its objectives.  Destructive (dysfunctional) conflict hinders achievement of objectives.  The supervisor's job is to eliminate destructive conflict or change it into constructive conflict.

Alternatively, conflict may be classified in terms of the people involved:

Reasons for Conflict

Personal Differences
These often arise from different needs, beliefs, values, perceptions, expectations.

Arise from the use of different sources of information or different interpretations of the same same information.

Different Objectives
Individuals and groups can have different or incompatible objectives.

Environmental Factors
Arises from competition for organizational resources.

The Impact of Conflict

When conflict in the workplace goes unchecked and is prolonged, it can be professionally disabling to all affected individuals and the organization. Productivity is lost and employees eventually may develop serious physical and emotional strains. The workplace is robbed of growth as people fail to develop and produce to their fullest potential.

Conflict is a hidden, and high, cost to employers.  Its cost is hidden in salary budgets in the form of wasted, non-productive time.  It is hidden in recruiting budgets in the form of unnecessary turnover.  It is hidden in the consequences of poor decisions.

Conflict Management Styles

Forcing Conflict
A user of the forcing conflict style attempts to resolve the conflict by getting his or her own way.  It is an assertive, uncooperative, autocratic style that attempts to satisfy one's needs at the expense of others.  It creates a win-lose situation.

Avoiding Conflict
Someone using this style attempts to ignore conflict rather than resolve it.  It is unassertive and uncooperative and represents an attempt to satisfy needs by avoiding or postponing confrontation.  A lose-lose situation is created.

Accommodating Conflict
Someone using this style resolves the conflict by giving in to the other party.  It is unassertive and cooperative and attempts to satisfy the other party while neglecting his or her own needs.  A win-lose situation is created with the other party winning.

Compromising Conflict
This style is an attempt to resolve conflict through give and take and by making concessions.  It involves both assertiveness and cooperation and attempts to meet a person's needs for harmonious relationships.  A win-lose or lose-lose situation may result.

Collaborating Conflict
Someone using this style attempts to jointly resolve conflict with the best solution that is agreeable to all parties.  This is called the problem-solving style.  It is assertive and cooperative.  The collaborator attempts to fully address the concerns of all.  This is the only conflict style that creates a win-win situation.

Resolving Conflict in the Workplace

Conflict Resolution Techniques

In an article entitled “The Eight Essential Steps to Conflict Resolution,” written by Dudley Weeks, Ph.D., Dr. Weeks recommends empowering people to build mutually beneficial relationships through eight steps. They are:

Step 1. Create an Effective Atmosphere

Select a location where everyone feels comfortable and at ease. Create an atmosphere that allows the issues to be addressed openly and honestly during a time convenient for all and no one is feeling pressured. Your opening statements should let others know you are ready and willing to approach conflict in a team-like attitude that focuses on positive results.

Step 2. Clarify Perceptions

Find out what the conflict is about while avoiding any side issues. Recognize other’s needs and wants. Listen carefully to help clear up misconceptions.

Step 3. Focus on Individual and Shared Needs

Be concerned about meeting other people’s needs besides your own. Recognize the fact that you need each other to resolve conflict.

Step 4. Build Shared Positive Power

Power is made up of people’s outlooks, ideas, convictions, and actions. Thus, a positive view of power enables people to be most effective. Positive power promotes building together and strengthening partnerships.

Step 5. Look to the Future, then Learn from the Past

Try to understand what happened with past conflicts and avoid repeating the same mistakes over.

Step 6. Generate Options

Get ideas from people having conflict. Look for common threads. Make sure options are workable for all parties

Step 7. Develop “Doables” – Stepping Stones to Action

Select the “doables” that:

Step 8. Make Mutual Benefit Agreements

Focus on developing agreements and finding shared goals.
Pay attention to the needs of the other person.
Recognize the things that can’t be changed.
Clarify what is expected of you in the agreement.

Mediation – Alternative Dispute Resolution (ADR)

Mediation is a method of settlement negotiation in which the parties to a workplace dispute meet with an impartial and neutral party, the mediator, and attempt to reach a mutually satisfactory resolution of their dispute.  Mediation is emerging as a favored form of ADR to resolve conflict in the work environment.  It offers advantages that are important to all participants.  It provides a safer atmosphere, lasting confidentiality, enhanced privacy, reduced costs, great flexibility in timing, increased focus on interests and, most important, increased opportunities for empowerment and recognition.

Even though there are differences in which a mediator may view a case, virtually all mediation processes share similar approaches.  Most notably, mediation is entirely voluntary, confidential, and non-binding.  Mediation is considered a natural process and can be used by people in everyday situations.  Almost any type of dispute can be mediated provided the mediator is professionally trained and decides the issue(s) to be mediable, and of course when both parties have an incentive to settle the matter.

The choice to use mediation is available to any state employee and is a service provided by Human Resource Management Services.  The mediator meets needs of the individuals by facilitating sound communications and negotiating principles.

If there is a good-faith interest in wanting to settle a dispute amicably, then give mediation a chance.

Supervisory Management Development Program

The Supervisory Management Development Program is a four-part program covering communicating effectively, managing conflict, developing people, and managing performance. The program was developed by Sterling Institute and Human Resource Management Services (HRMS) specifically for supervisors in state government and is conducted by HRMS staff.

HRMS also offers companion programs to Managing Conflict, Communication, and Developing People for non-supervisors.  They are Handling Conflict, Capture the Power: Be a Better Communicator, and Directing Your Development.

To find out about these training programs and other training offered through HRMS, visit our training website.

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