Finding the best solution
It is essential to have a business strategy for the achievement of your aims and objectives. You should consider all of the factors associated with the workplace conflict and select the solution that offers the greatest potential benefit to you and the organisation as a whole. It will be necessary to create a plan, detailing the steps that should be taken for successful implementation.
The types of solutions that may be considered include:
➢ Addressing the root cause
➢ Appreciating each other’s differences
➢ Agreeing mutually beneficial solutions
➢ Focussing on the problem rather than the
individuals
➢ Being patient and taking the time to resolve
issues fairly
➢ Working to minimise conflict.
Individuals may choose to adopt strategies which are unique to the conflict situation. However, it is important to consider the common solutions and address problems in accordance with organisational policies and procedures. You should aim to achieve the best possible outcome for both parties.
Examples of individual solutions include:
➢ Forcing – where an individual addresses a problem based on their personal concerns
➢ Collaborating – each of the parties should be prepared to work in partnership and tackle problems in an active manner
➢ Compromising – this solution may prove effective. However, the parties shouldn’t attempt to compromise just because they want to resolve the conflict. The outcome should offer benefits to each party
➢ Withdrawing – some individuals may prefer to partially withdraw or completely avoid the matter of conflict
➢ Accommodating – this will involve consideration of the other party’s needs and preferences. Individuals should be prepared to make sacrifices for the benefit of the entire organisation.
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Considering personal differences
It is important to account for differences in social background and culture when deciding which solutions to implement. Such factors are likely to affect the chances of success. You should be aware of differences in social conventions and communicative expectations. Each party will ideally be committed and have a mutual understanding of the process. It will be necessary to consider the cultural codes of conduct and observances.
Social and cultural differences may include:
➢ Beliefs and values
➢ Social conventions
➢ Family relationships
➢ Codes of conduct
➢ Cultural observances
➢ Cross-cultural issues
➢ Verbal and non-verbal language.
Implementing the best solution
You should implement the method of resolution that satisfies the criteria outlined earlier and offers the greatest potential benefit to your employees. The implementation process should be as quick and simple as possible. It should account for legal and organisational expectations. It is unlikely that you will be able to satisfy every personal need and ensure the complete satisfaction of each party. There may be some doubt about the practicality and effectiveness of the chosen solution. It will be necessary to establish the employee’s commitment and agreement. You should create a plan and provide a timeframe for expected completion process. The respective parties should also be informed of any unexpected delays.
Your chosen solution should be:
➢ Fair – accounting for the needs and preferences of each party
➢ Balanced – offering similar levels of benefit to the respective parties
➢ Realistic – ensuring that employees should have the necessary skills, knowledge and resources for successful implementation
➢ Specific – following steps that directly address the conflict
➢ Future-oriented – accounting for any changes and problems that may arise in the future
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You may address conflict in the following ways:
➢ Asking each party how they’d like the conflict to be addressed and then taking appropriate action
➢ Compromising with the employees or customers involved in conflict
➢ Apologising and attempting to move on
➢ Not taking any action and hoping that the problem will disappear
You might encounter issues which have a direct impact upon the implementation of your chosen solution. It might be necessary to dedicate time to new projects and meet urgent customer requests. Employees may also take time away from work. However, it should be possible to minimise the negative impact of such events. There should be a stream of communication about the progress of implementation and any problems that are being dealt with. You might have to arrange a follow-up session and come to a new agreement.
It will also be necessary to consult employees during the implementation process and ensure that any problems are identified at the earliest opportunity. This will give you the opportunity to share information about the progress that is being made. The employees should feel more engaged and committed to the process if they are aware that implementation is proving successful. Employees might be willing to discuss areas of conflict that weren’t addressed during the initial meetings.
Completing conflict management reports
You may be expected to maintain regular communication with a supervisor or manager regarding progress of the conflict resolution process. It will also be necessary to complete forms and file conflict management reports. You will be expected to include details such as the nature, time, and date of conflict. Such records may be referenced during legal proceedings. There should also be regular opportunities to review the conflict resolution process and ensure that it is proving entirely effective. You might have to make changes for the achievement of improved outcomes.
You should document:
➢ The conflict
➢ Each party’s standing in the conflict
➢ All discussions and meetings that take place
➢ Supporting evidence
➢ Possible solutions
➢ Agreed solutions/resolutions
➢ The outcome and any follow-up reviews
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Reports and records should be clear and legible, i.e. easy to follow and read. Any specific terminology should be explained and referenced. Your documentation should also be logically formatted and collated. You will have to consider the use of text, colour and appropriate organisational branding. Time and effort should be taken as such documentation will reflect upon the quality of your organisation.
You will have to complete the following records and reports:
➢ Incident reports
➢ Security logs and journals
➢ Running sheets
➢ Task allocation sheets
➢ Records of conversation
➢ Electronic and paper-based information
➢ Radio and telephone records
You should make sure that each party receives two copies of documentation specific to the conflict resolution process. This documentation should be read thoroughly. The respective parties should be in agreement about the details that are included. Each of the copies should be signed (one for your organisation and one for the party to keep).
Storing your records appropriately
All documentation should be filed and stored in accordance with organisational expectations. You may use passwords and restrict access to particular staff members. All paper copies should be filed and stored as necessary. Information should be kept private and confidential according to legislation and organisational requirements.
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Activity 2F
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- Evaluate conflict resolution
3.1. Communicate with parties involved to seek and provide feedback on conflict and its resolution
3.2. Evaluate and reflect on the conflict and effectiveness of the solution
3.3. Determine possible causes of workplace conflict and provide input for workplace enhancement and improvements
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