conflict and resolution (2)
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CONFLICT ANDRESOLUTION
Prepared by :
Wei ZhuangAliahFaiiz
SyamilaDiyanah
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TASK 1
Which one of the four scenario is aconflict?
4th situationWhy is it so?
Involves two parties (Jeanine and Todd)
Todd disagrees on Jeanines way ofcarrying out her job
Struggling with each other to fulfill sub-
team needs
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How is it different fromthe other three?
The other three are problems
1st situation
Having difficulty in choosing the jobs offers
A problem that will eventually be solvedwith time
Has to choose one before the deadline ofthe job offer
He will be happy with either decision at themoment
Possible undercurrent in the future
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What kind (level) ofconflict is it?
4th situation
Interpersonal Conflict (Micro-level)
A disagreement between two individualsor subgroups of an organizationinvolving significant resentment anddiscontent.
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TASK 2
With reference to the scenarioidentified, explain the 6 parts of the
conflict structure.
INTERDEPENDENCY
Are Jon and Donna dependent on eachother?
Yes
Each party needs the other to stop
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NUMBER OF INTERESTED PARTIES
How many distinct have an interest in
how the conflict is resolved?Four parties are involved: Jon, Donna,
Edna & co-workers
Jon & Donna ( main interested parties ) Both of them want a win-win situation
Edna
She wants a peace situation
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CONSTITUENT REPRESENTATION
Is there any powerful parties indirectly involvein the conflict?
Edna (The manager)
Holds responsibility to manage departmentswelfare to improve job performance and
productivity
Has the power to carry out conflictresolutions such as mediation or arbitration
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NEGOTIATOR AUTHORITY
Who has the authority to negotiate on
behalf of the parties interests ?Jon and Donna
Have high authority to negotiate in theconflict since they are directly involved inthe conflict
They are the ones involve in theconflict, the only people that can
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CRITICAL URGENCY
Is it absolutely necessary that a solutionbe found in a short time to prevent adisaster?
No, it is not necessary
Does not have a macro-level effect
Eg: Company profits going down
Micro-level effect only
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COMMUNICATION CHANNELS
Real-time dialogue produces better solutions
Can they communicate face to face?
Yes, they can.
Both are working in the same office andshare common working hours
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IS THERE A THIRD PARTY?
Third party- A person or group besides
the two primarily involved in a situation,esp. a dispute
Edna (the manager)
Was informed of the conflict
Holds responsibility to manage herdepartment well as the conflict affects everyone of her co-workers job performance
Co-workers
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a eam mem erswere themselves heads of
departments or work units?
The team members would havehigher the authority to help resolvethe conflict
Eligible mediators and arbitrators
They are able to voice out theiropinions and share out more ideas
on resolving the conflict effectively
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Karen approached the
conflict on her team?Yes, it would change how Karenapproaches the conflict on her team
Karen can now collaborate andcooperate with various parties
including Jeanine and Todd to get thebest and fastest solution to theconflict
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to prevent the crisis thatnow threatens the survival
of her team?Resolutions:
Call other sub-teams to help out the
research marketing team Send out field agents to conduct survey on
market sample
Make frequent calls and wider call range to
successfully conduct research
Change market sample to people whoare easily available to be researched
upon
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,norms, and shared expectations that wouldhave enabled members of her team to deal
constructively with their differences? Establish ground rules when discussing certain issues Create a space of tolerance and respect in which
members can settle their differences
Ground rules examples
Each side will take turns speaking, and each one will get anequal amount of time to speak
Refrain from name-calling
Not to blame the other person, speak for the other person,or speculate about their motives; accept that you do notknow the other person's intent.
Practice active listening
Remain focused on what people saying
Encoura e the other erson to elaborate on what the 're
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Practice Empathy
Create a habit of understanding other peoples feelings, experience,job complication, POV and etc
Encourage expression of views
Have the ability to inform others
what they're experiencing
what their desires are
what's important to them
how they feel.
Set policy of reaching Win-win situations on every conflict
Identify each side's interests
Come up with creative ways to satisfy them
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THE END