Positive and Negative Aspects of Conflict

PositiveCan bring about necessary change

NegativeCause stressReduce productivityMay cause harm to the organizationFrustration

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Types of Conflict

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Strategies for Managing Interpersonal Conflict

CompromiseAvoidance and smoothingForcing a solutionConfrontation or problem solving

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Initiating Conflict Resolution

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Responding to a Conflict

Understand the problemListen to the complaintInterpret the problem in terms of actions and

effectsAgree with something the other person said

Work on a solutionFind a solution togetherAgree on how to carry out the solutionImplement the solution

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Mediating Conflict Resolution

1. Begin by establishing a constructive environment.

2. Ask each person to explain what the problem is.

3. When the problem is understood, have individuals state what they want to accomplish or what will satisfy them.

4. Restate in your own words each person’s position.

5. Have all participants suggest as many solutions as they can.

6. Encourage the employees to select a solution that benefits all of them.

7. Summarize what has been discussed and agreed on.

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Change in the Workplace

Conflict is both a cause and a consequence of change.

Organizations have been forced to consider the adoption of policies and values that are more family-friendly.

A large percentage of companies is currently undergoing at least one major business change, such as adopting innovative information technology or reengineering business processes.

An organization’s success depends on how well it adapts to change in its environment.

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Change in the Workplace (continued)

Supervisors do not decide whether organizations should change, but how to make the changes work.

Factors that can affect the success of change:The change agentDetermination of what to changeThe kind of change to be madeIndividuals affectedEvaluation of change

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Sources of Change

Change can originate with management, employees, or external forces.

Organizations change when management sees an opportunity or a need to do things better.

Organizations change when employees form unions or make suggestions on how to improve quality and cut costs.

New laws and regulations often lead to organizational change.

Economic trends can lead to organizational change.

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Resistance to Change

Any change requires work.People are fearful because change carries

the risk of making them worse off.Peoples’ resistance to change is greatest

when they are not sure what to expect or why the change is necessary.

Sometimes change meets resistance even when it is positive.

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Implementing Change

To implement a change, a supervisor must:Overcome resistance to itEnsure that the change is madeCreate the conditions in which the change is likely

to last

Three phases of change:UnfreezingChangingRefreezing

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Unfreezing

Tell employees about a change as soon as you learn about it.Make sure employees understand what the change is and how

it is likely to affect them.Be positive about the change.Describe how the organization will help employees cope.Allow employees to express concerns and ask questions.Answer as many questions as you can and get answers to the

rest ASAP.Keep alert to your company’s status in the marketplace and let

your employees know about it.Listen to expressions of employee sadness or anger without

argument.

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Changing

The key to implementing change is building on successes.

As employees see the change achieving desirable results, they are more likely to go along with it and even embrace it.

To induce changes in behavior, the change effort should include tangible or intangible rewards for the desired behavior.

Establish reasonable deadlines for the change.Identify individuals and groups that will begin with a

positive attitude.

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Refreezing

The change process is complete only when employees make the new behavior part of their routine.

Backsliding is a natural response; therefore supervisors need to keep everyone on track.

An important part of refreezing is for employees to be rewarded for behavior that shows they have made the desired change.

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Proposing Change

To propose a change effectively, the supervisor should begin by analyzing it.

Except for simple changes, a supervisor should make proposals in writing.Begin with a brief summary of what the change is

and why it is desirable.Provide details about the procedure for change

and the costs and benefits involved.

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Organization Politics and Power

Sources of powerPosition in the companyPersonal characteristics

Types of powerLegitimateReferentExpertCoerciveRewardConnectionInformation

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Organizational politics

Intentional acts of influence to enhance or protect the self-interests of individuals or groups.

Political Strategies

Doing favorsMaking good impressionsCultivating the grapevineSupporting the managerAvoiding negativismGiving praise

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Building a Power Base

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Establishing a Competitive Edge and Socializing

The most successful way to look exceptional and establish a competitive edge is to produce exceptional results.

At many organizations, socializing is one way of getting ahead.Avoid behaviors such as getting drunk at parties

or dating subordinates.Be sensible, but natural.

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