Transcripts
1. Introduction : Conflict is a fact
of life at work, and it doesn't affect the
people directly involved. It also affects the voiced d. Sometimes the entire
department and sometimes even their
entire organization. Conflicts are inevitable
in workplace. Because as humans, we have our own point of view
about any situation. And at the same time, we disagree with
someone else's point of view about the
same situation. Now the important factor here, you'll feel when actually
of conflict occurs. And then what is your strategy to implement
in order to handle it? Do you feel distracted, these invited, or
do you feel angry? Or do you actually
feel equipped to handle the situation
as the way it comes? As a leader or a
business executive, you should make
workplace conflict a top priority because it leads
to less work getting done and a lot of employees
leaving the organization because of the negative
environment that gets created because of
the ongoing conflicts. In fact, research has shown
that people leave their jobs because of the conflict at work at least 50 per
cent of the times. And the same research
has also shown that an average American
worker spends 2.8 hours a week dealing
with conflict at work. Now between these two things, That's a huge loss of money, growth and productive
opportunities. Now says conflict is a normal
part of doing business. It is important to learn
how to deal with them. Now the best way to deal with disagreements is to get ahead
of trouble by being ready. Having a clear plan for how to handle disagreements when
they actually occur. Give you a staff, the
tools and the skills they need to handle the
conflict when it arises. Hi, my name is Sue has darkly, and I consider myself a
lifelong learner who loves to teach with over two decades of experience in quality
and productivity. My philosophy in life
is pretty simple to learn by doing and implement what you've
learned in real life. I'm a writer, blogger, creator of multiple
online courses around productivity and quality. And if you want to
learn more about me, you can visit my blog
at www.learner.com. Now in this fast-paced course, you will learn what actually causes common conflicts and
what are the signs that you need to look out for so
that you can stop or lessen the effect of the conflicts even before they
occur at your work. What are the effects
of conflicts on teams and organizations? The five different
conflict management style that every manager and
a leader should know, skills needed for effective
conflict resolution. And last but not the least, this for handling conflicts
in real life scenario. So are you ready to
change the way you work? What do you do? And the way you deal with
people at your work. If so, sign up now and I'll
see you inside the class. I'm super excited
to see you inside. Let's get started.
2. What is Conflict Management?: Now one of the most
important part of being a good leader is knowing
how to handle conflicts. If a manager doesn't know the five conflict
management styles and how to use them in
different situations. They don't have a plan for how to actually handle conflicts. When people tried
to solve conflicts quickly with some quick fixes, they often don't get rid
of them completely and they come back later and
cause more problems. So let us start off by understanding what is
conflict management. Conflict management
is a process that helps people and organizations
to deal with conflicts. It is an approach
that aims to achieve the best possible outcome
for all those involved in the conflict while minimizing
the negative impact of the conflict on their
relationships, work and well-being. The objective of this course is to provide an
overview of what conflict management
entails and how it can be successfully implemented
in an organization. Let's look at the steps involved
in conflict management. The first step is to
understand the conflict. The first step in conflict management
is understanding it. It's important not only for managers to understand
the situation, but also for employees who may be experiencing it firsthand. Understanding what's going on at a deeper level means
that there will be less confusion
and frustration when trying to
resolve conflicts. The second step is to identify the causes
of the conflict. The second step in conflict
management is understanding what are the root
causes that are actually created the conflict. This can range from an individual employee's
personal issues or an issue with policy or
procedure that needs addressing. Identifying these
underlying causes will allow you to focus your
efforts on solving them rather than just fixing
one person's feeling about their job satisfaction
or lack thereof. The third step is to
implement a solution. This can range from making an adjustment to a
policy or procedure, offering training, adjusting the
employee's workload to make it more manageable, or renegotiating a contract, whatever the solution is, it must be thoughtful and carefully considered
so that you're addressing the
underlying causes of the conflict and not
just reacting to it. And the final step in
conflict management is acknowledging and
reflecting on the resolution, whether it was achieved or not. This can be done as a part of a debriefing with the
person involved in the conflict during
a staff meeting or through an email
to all the employees.
3. 5 Types of Conflicts: The five types of conflicts
that can break a deep. Conflicts are inevitable
in workplace, but they can actually break the team and make it
difficult to work. Conflict is natural
part of being human. We've all experienced
it at work. But sometimes conflict can
be damaging and make it difficult to work together and achieve the
goals of the team. Conflicts and egos
don't mix together. If you find yourself getting defensive and conflict arises, it may be time to take
a look at your own ego. Learn how to understand the emotions that
arise from a conflict, and how to work with people
who are different from you. Basically, there
are five types of conflicts that can
break the team. Conflict of interests. This is where one party has a stake in the outcome
of a decision, but the other party does not
share the same interests. Conflict over authority. This happens when two parties
have different levels of authority and power within
an organization or a team. This could be a boss and is employed or two people
on a student council. That can be also a conflict
over human resources when two parties are arguing over who has the right to hire, fire, or promote
and demote people. Conflict over resources. This happens when two parties disagree on who should
be responsible. Water resources, such
as money, equipment, and time. Conflict over values. This happens when two
parties disagree on how to prioritize values
within their work environment, such as ethics, values
or personal goals. And last but not the least,
conflict over policies. This happens when one party
perceives the policy as being unfair and another party perceives the policy
as being fair.
4. Why Conflicts Occur? : So let us look at why conflicts
occur in first place. Now, there are a
number of reasons why your employees or team
members might have conflicts. Let's go ahead and
look at some of the signs of
identifying conflicts. Different members of the
team had different goals. For a team to be successful. Everyone needs to be working
towards a common goal. People who are working towards different good will have
hard time talking to each other because they
will both think that they are right in
their respective places. The level of competition
is very high. Now competition can be a great way to get
people to work together, but not if the
people on the team take themselves too seriously, argue over petty information
and then stop working. At the corporate level two, that is competition between
different department for resources as they become
available in scarcity. Their jobs are not made clear. When you start a new project, it's important to make sure that everyone on the team
knows what their job is, how it fits into
the bigger picture. If these rules are at clear, people may start to feel like other team members are not
doing their fair share. Or they may think
they are teammates or being too hard on the
tasks that they do. Workflow has been disrupted. Sometimes you can't
finish one part of the project until you
finish another part. If the first group is late
and doesn't do a good job, the second group will
have to wait even longer. This will almost make
people angry and makes the workplace a bad
place to work together. That is lack of conversation. Inadvertently, information is sometimes
given in the wrong way. In some cases, an employee
might keep a piece of information from another worker
on purpose to hurt them. Now, no matter what, mistakes in communication are a major
source of problems at work, it's important to make sure that all the information is
shared as quickly and accurately as possible
so that no one person has to rely on another for
some important information. Disagreement with
leadership styles. Even when managers and
employees want to get along, they don't always get along. For example, a manager with type a personality might give an
employee very high goals, which might be too much
for him to handle. Or a manager doesn't
do much to help, but an employee wants
more direction. People don't get along. Now, everyone is
different and it can be hard to work
with people who are hard to get along with or have personalities that
you don't like. These are some of the reasons why there can be
conflict at work. But there are also some of the most important reasons
due to which conflicts occur.
5. Accommodating Management Style: The five conflict
management styles. Now, that is no universally applicable method for resolving conflicts from the origin of the disagreement to the
participating parties. Every circumstance is unique. A manager skill in conflict resolution should be able to take a
bird's eye view of the conflict and apply the conflict management
style that is called in for depending
upon the situation. Let's look at the five conflict management styles in detail. I'll commodity. This type is all about putting the needs of the other
person before your own. You let them win and let
them get what they want. Accommodation is
when you don't care as much about the issue
as the other person, you don't want to keep
the conflict going, or you think that
you might be wrong. This choice is about
keeping the peace, not putting much work into
the problem than it's worth. And knowing when to fight. Even though it might seem weak, accommodation is sometimes
the best way to end a small fight and move on
to more important things. Now this time is
very helpful for the person who's trying
to resolve the conflict, but it can also
result in resentment. Let's look at an example of the new summer collections color are being considered at
a marketing meeting. In Andrea's opinion,
blue is the topic. Now, Julie prefers red, but she lets Andrew choose
the colors to avoid an argument over two options
she considers equally good. Now the pros of this
particular style is that small disagreements
can be solved quickly and easily
with little work. Managers can get a reputation
for being easy-going. And employees with low, they can talk to them
about their problems without a fear of
being punished. However, the cons of this particular
method is that it manages given too often, they might be seen as weak. Using this method to solve bigger or more
important problems won't help in any way and
should be avoided at all costs.
6. Avoiding Management Style : The avoiding style. Now this tile tries to get rid of conflict by ignoring it. Getting rid of the
people who are in conflict or avoiding
it in some other way. In members who are
fighting can be taken of the project
they are fighting about, have their deadlines moved back, or even be moved to a
different department. Now this can be a very
good way to solve a conflict if you think
a break would help, or if you need more
time to think about your position in the
conflict itself. However, one needs to
remember that avoiding the problem shouldn't be a substitute for
solving it right way. Putting off a problem
in definetely can and will lead to more and
bigger problems in future. For example, fill and Cathy have been working together
on a new gaming layout. Now, time is running
out and they still can't come to terms
with any adjustment. They're allowed an
extra day to finish up their task and the
deadline is extended. Bit more breathing room and
more time to finish up. The team can now
regroup and returned to the project with more
co-operative frame of mind. Now the pros of this particular
method is that letting people come down can solve a surprising
number of problems. When people are fighting. Time and space can help
them see things from a different perspective and
a different point of view. Some problems will solve
all by themselves. Now manager show that
they believe they are. Employees can act like adults and solve the problems
on their own. However, if this method
is used in a wrong way, it will make the complex was, if managers avoid
things too much, that employees might think
that they are not good at their jobs because they
can't handle disagreements.
7. Compromising Management Style : The compromising style. Now this tile tries to find a middle ground by asking
both sides to give up some of what they want so that they can
agree on a solution. This time is sometimes
called lose-lose, because both sides
have to give up some things in order
to reach a d. This is used when the time is
short or when solution just needs to work
and not be perfect. If you use compromise too
much to solve a problem, you might end up resenting
the other person. Example. Jack and Megan are in charge of the hiring budget for
the next quarter. Now, Megan wants to hire a
full-time hiring assistant. While Charles wants to increase
the targeted digital ads, a compromise is
reached by hiring, hiring assistant part-time,
with the remainder of the budget being spent
on digital advertising. Now, with this
particular method, problems can be solved very quickly and both
sides will leave. Having learned more about the other person's
point of view as well. Compromise can set the stage
for future collaboration and help both sides feel
like they have been heard. Managers who use this strategy are seen as bringing
people together, getting their hands dirty, and also finding solutions. On the other hand, no one
lives completely happy. In some situations, one
side may feel like they gave up too much and won't be willing to give up in future. Managers who use this method
will lose the respect of their employees and be seen
as unable to work together.
8. Competing Management Style : The competing style. A competing style takes
a firm stance and doesn't want to see things from another person's
point of view. You would keep telling people
why they should agree with you or why their ideas are
wrong until you got your way. This title could be
right when you need to stand up for your
rights are models. When you need to make
a quick decision and pause others to
go along with it. You need to end a
long-term conflict. Or even when you need
to stop a bad decision from being made that goes
against your beliefs. For example,
construction employees are hard at work on a 60
story office building. Now one crew member continually ignores
the safety protocol, skirting steps that could risk his or somebody
else's life. The manager publically humiliate and fires input
poor performance. His current behavior poses a significant risk of injury
to himself or others. The safety problem might
put the life of others at risk and ultimately jeopardize
the whole enterprise. Even though the managers
distinctiveness in this situation is
frequently criticized, it is ultimately
beneficial since it ensures the safety of
everybody involved. Now, the pros of this
particular style is that it helps to finding a lasting solution to
long-term disputes quickly. And it also gives others and impression that you are
a principled person. However, it may also give others an impression that you
are an authoritarian. Your stance may appear
unreasonable and selfish at times.
9. Collaboration Management Style : That collaboration style. Now, this tile gets the
best long-term results, but it is also often the hardest and takes the most
time to reach. The needs and wants of each
side are taken into account. And a win-win solution is found so that everyone is happy. Usually this means that
everyone sits down together, dogs through the problem, and works out a solution. This is used when everyone's
relationship is important or when the solution will have a big effect on the situation. For example, Bill and John are leading the design for
a new gaming console. They have difficulties
as Bill wants to incorporate a specific
set of features. That as John wants
to incorporate a completely different set
of features, they get down, discuss each feature and why
it is or it is not crucial, and then settle on a compromise
that takes into account both the original priorities and any other consideration that arose throughout the
negotiation process. Now the pros of this
particular style is that everybody is
happy when they leave. There is a solution
to the conflict that actually
solves the problem. And the manager who uses it will be seen as a
very smart one. However, this way of handling conflict
takes a lot of time. There may be a need
to delay deadlines or production while
solutions are found. This could also
take a long time, depending upon who
is involved and can also lead into
monetary losses.
10. Questions to Ask : Now, conflicts are
inevitable at a workplace. But as a leader, should we jump in any conflict that occurs? Definitely not. Before you choose the type
of conflict management style or even decide to get into
the conflict resolution mode. Consider asking yourself
these questions. How important is
this conflicts topic and the parties involved
in the conflict? To choose the most
appropriate method of conflict resolution. Consider how
important the person or subject at hand is for you. For the sake of the business, it may be wise to given
if the individual is just a customer or the problem
is sometimes very minor. What are the replication? Replication is we'll
follow whether you gave in or stand your ground. As a result, you
should learn about these outcomes to make
a better selection. If maintaining your
stance would cause irreparable harm to
your relationship with the crucial stakeholder, then you should definitely
reevaluate your options. And last but not the least, Do you have the time and
energy at hand to put forward your stance to be effective and efficient in today's
fast-paced workplace, prioritization is
very essential. It's best to cave
if the dispute is unimportant and you're
pressed for time. But if it's a moral dilemma, you should probably
devote some of your time and effort to finding a solution so that everyone in the office maybe
happier and healthier.
11. Skills Needed : Let us look at the skills needed for effective
conflict management. Now, people get into
conflicts when they have different ideas and find it hard to accept each
other's point of view. Conflict should be avoided
because it destroys the piece, slows down work and makes
people lose interest. All the things that could
cause a fight must be looked into and steps must
be taken to stop one. It's not easy to keep a fight
from getting out of hand. You need certain
skills for that. Communication skills. To avoid conflicts, it's very important to be able to
talk to people well, when you talk to other people, you need to pay close attention to what you say and how you say. Never, ever yell at someone. Even if you don't agree
with what they're saying, always be polite and
convincing in what you say. Smile at people when
you look at them. It works. Be very clear and
precise in what you say. Don't use hard words that
will confuse other people. Keep your mouth
shut and don't say things that might hurt
someone else's feelings. And don't use bad words
or phrases at any cost. Active listening. Now, conflicts
needs to be solved, but thinking about and
processing the idea of others. Active listening means
paying close attention to what the speaker
says and how they say. Active listeners pay
attention to the tone of voice and body language of the person they
are talking to. This helps them understand the other person and think
carefully before responding. Discussion skills. Now, don't just believe
everything that you, you talk to other
people as well. Disagreements can
happen at anytime, but fighting isn't the answer. It's always better to talk
about things in public place. All the people
involved must give their ideas and try to come
up with a different plan. Invite everyone who has something to say
about the problem, and never ignore anyone because that will never
solve the problem. Everyone has the right
to say what they think. And there needs to
be a compromise. Patients to keep from
getting into fights. You have to be very patient people at your workplace
and even at home, would try to get
you into a fight. Never, ever get influenced. Always go with your gut and stand up for what
you think is right. Think carefully and
wait for your turn. Figure out how to keep
your feelings and check. Don't ever lose
your cool because that will only
make things worse. Fairness. To be a good media to, you have to listen and
think without bias. Giving each person and
equal chance to talk about their bodies and point of view makes it easier to
work out differences. Being able to act fairly
also lets you think about each person before making a decision or
forming an opinion. Never criticize if the
other person is wrong. Explain it to him. Don't criticize
them because doing so would only hurt his feelings. Even if the other person
isn't as smart as you, you shouldn't make fun of him. People will look up
to you if you're a good guy and help other person see where
they went wrong. Positive attitude. To avoid fights and
other problems, you must have a
positive attitude. Never, ever played the who
to blame game at work. No one is perfect. So if you've done
something wrong, you shouldn't be brave
enough to admit it. People will always
make mistakes, but you should never try to put the blame on someone else. Don't talk about
other people behind their backs because it will
only hurt your relationships. If you don't agree with
someone's point of view, talk to him about it. He probably will like it. Don't always find faults in
other people and try to be little more flexible because that's what life is all about. Ignore the opinion of others. People should try to
take the middle path which takes into account
the needs of everyone. Don't waste your time on
someone who is to set in their own ways and not
willing to give even an inch. If someone is do demanding,
just ignored them. That would solve half
of your problems. Self-control. Using
self-control is a key way to help
things get better. This gives you the
ability to control negative emotion and choose to listen more than you speak. Having self-control
also helps keep things calm during the meeting
to solve a problem. And last but not the least,
problem-solving skills. Having the ability to
solve problems is a mix of other skills that help you find good ways to
deal with problems. Your ability to solve
problems depend on skills like resourcefulness
and creativity. This skill also involves
making decisions and analyzing things which can help you when you're trying to solve a fight.
12. Tips for Effective Conflict Management: Yet are some tips
that I would like to share for effective
conflict resolution. Now, any organization
can benefit from people who know
how to solve problems. Yara, other tips to be
the go-to person in your organization when it
comes to handling conflicts. Keep your cool and keep
your body language open. Before you try to
solve a problem. It can help to sit
with your shoulders back and take a few deep
breaths to calm down. Putting both feet
on the floor and keeping your arms
open at the site can also show that you're willing to listen as you try to
settle the conflict. Find a quiet and
comfortable place to talk about the problem. Find a place that you can
work on the problem in private to help the people
who are affected feel better. For the resolution to work. Everyone needs to sit
in the same place. Try to see things from
everyone's point of view. Most conflicts at work happen because people don't
understand each other. Taking the time to
listen to and understand your coworkers
experience can make it easier to settle a dispute. Pay attention to what
started the conflict. Figuring out what
caused the conflict in first place will help people out getting into
fights in the future. Identify opportunities
to compromise. Most disagreements
can be solved when one or both sides agree
on a middle ground. Getting to a solution can be easier if you put your biases aside and look for places
where compromise is possible. Checking to see if the
deal is still good. When trying to solve a problem, it's important to follow through set expectations by
setting up a check-in time in a few days or weeks
to see how everyone is doing and make sure everyone is sticking to the
plan that was made. And if the conflict
still keeps happening, bring in HR or senior
leadership if needed. There may be times when one
or more of the other parties don't work together or when
the conflict gets worse. In this case, it is
best to get the HR or higher level of leadership into the picture to
resolve the conflict.
The Guruskool
