Week 7 - Identifying Workplace Conflict

GOOD DAY
Bumacod, Catherine
De Jesus, David Kyle
Salayo, Emelyn Kaye
1
IDENTIFYING
WORKPLACE
CONFLICT
THE MATERIAL IN THIS CHAPTER IS DIVIDED INTO
3 TOPICS:
▰Identifying Workplace Conflict

▰Resolving Conflict
▰Responding to Client Complaints.
3
DEFINITION OF
CONFLICT
• Conflict exists when two or
more parties have differing
needs, wants, goals or
values and express those
differences.
• It may or may not result in
an argument, dispute or
quarrel.
4
Conflict
▰ Conflict does not just occur when there is an obvious argument.

▰ People deal with disagreements in different ways.
▰ If someone expresses differing needs through quietly causing problem or snide
remarks, this can cause just as much of a problem, and sometimes more, than
someone wo openly argues.
▰ In workplace, conflict may result in effort being purposely made by one person or
group to block the efforts of another, or in one person or group setting what they
want at expense of another.
▰ Conflict which allowed to go out of control and is not handled correctly may lead
to resentment, quarrels, clashes of will and even power struggles within the work
team.
5
Some Examples of Conflict You
Might Encounter:
▰ Staff/ team members will argue
when one person perceives that
another is not doing their share of
Place your screenshot here
the work.
▰ Conflict may occur when poor
communication within the
workplace leaves individuals
unsure of what is happening.
6
Might Encounter:
Place your screenshot here
▰ Conflict may occur when tips are
not shared.
7
Might Encounter:
▰ Conflict may result when one
person feels that favoritism is Place your screenshot here
occuring.
▰ Conflict may result if staff
members are not treated
equally.
8
AS A SUPERVISOR OR MANAGER
▰ Be aware of what is happening

around you.
▰ Identify sign that problrems are
developing and conflict may
arise from those problems.
▰ Be assertive when
communicating with members
of the team.
9
IS A CONFLICT A BAD
THING?
10
NOT NECESSARILY.
11
Signs of Potential Workplace Conflict
Team members Individual team Customers may

may start having members may become agitated while
a minor starting arriving waiting to be served or
disagreements. late to work. when talking to staff.
12
Stages of Conflict
Discomfort Incidents Misunderstanding

Things don’t feel right, you Short sharp exchanges occur without s
feel uncomfortable but may lasting internal reaction, something
not be sure why, it may has occurred that leaves you feeling Motives or facts may be
diffcult to identify the irritated or upset or with a result you confused or misconceived,
problem. did not want. your thougths keep
returning to the problem.
Crisis
Tension
Behavior is affected, normal workplace
Negative attitudes and fixed functioning becomes difficult even
opinions weigh down relationships, impossible in some instances, extreme
there are likely to be significant gestures may be used, you are dealing with
changes in the way you react to or a major event such as a team member
feel about others. resigning or being fired. 13
Conflict and How it Affects the Individual
Attitudes
The attitude you take as a Supervisor or Manager will affect the
outcomes.
▰ IF YOU ARE AGGRESSIVE - Thinking that you will lose
anyway, the crisis may develop, especially if your team members
need you to intervene.
▰ This is often called a Lose Win Attitude - you are going to lose and
you expect the other party to win.
14
Conflict and How it Affects the Individual
Attitudes
The attitude you take as a Supervisor or Manager will affect the
outcomes.
▰ IF YOU ARE ASSERTIVE - You are seeking for both parties to
win, you will use mutual problem solving techniques and tension will
lessen.
▰ An assertive attitude often called Win-Win – expect all parties
involved in the conflict win.
15
“ Attitudes, Values
and
Beliefs
16
Attitude
An attitude is our way of thinking how
we assess and approach life and work on
daliy basis
Values
Our values are our personal priciples and
standards that follow fairly consistently as
values are more deeply held than attitudes.
Beliefs
Beliefs may be based on our culture and
religion. 17
Workplace Factors in Conflict
1. Poor workplace layout, lighting, or temperature

2. Lack of equipment to do the job
3. Poor maintenance of equipment and workplace
4. Lack of training and skills of team members
5. Understaffing
6. Inadequate breaks
18
How To Handle or Resolve The Conflict
▰ 1. Talk with the other person.

▰ 2. Focus on behavior and events, not on personalities.
▰ 3. Listen carefully.
▰ 4. Identify points of agreement and disagreement.
▰ 5. Prioritize the areas of conflict.
▰ 6. Develop a plan to work on each conflict.
▰ 7. Follow through on your plan.
▰ 8. Build on your success.
19
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THANK YOU FOR
LISTENING.
Any Questions?
23

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GOOD DAY

▰Identifying Workplace Conflict

▰ Conflict does not just occur when there is an obvious argument.

▰ Be aware of what is happening

Team members Individual team Customers may

Discomfort Incidents Misunderstanding

1. Poor workplace layout, lighting, or temperature

▰ 1. Talk with the other person.

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