Business conflict resolution and management strategies

Business Conflict

Though conflict is largely inevitable at the workplace, its resolution can turn out to be quite a daunting task. However, if left unresolved, conflict could bring about organizational dysfunction as a result of the various costs associated with it.

The Costs of Conflict: A Definition

Conflict (if left unresolved) can end up being costly to an entity. In this case, the problem is not the existence of conflict; rather, it is failure to address this conflict that costs the organization. Hence the "costs of conflict" is a blanket phrase capturing the impact unresolved conflict has on the organization. This impact can turn out to be quite devastating to all the involved parties including but not limited to the entire organization, work teams and groups, individuals as well as customers. Such costs may be in the form of increased employee turnover rates, sabotage, absenteeism, decrease in sales, loss of productivity etc.

An Analysis of a Recent Business Conflict

The business conflict I will concern myself with in this case is titled "IBM Sexual Harassment Case Set for Court, Law Firm Flags Other Cases against Computer Giant" as it appeared on Smart Company (Heffernan, 2011). In brief, a former salesperson at IBM, Ms. Susan Spiteri has brought a sexual harassment case against IBM for what she claims was indecent assault by her former supervisor at the computer firm. Spiteri claims that she referred her complaints regarding the inappropriate behavior of the supervisor to senior managers and fellow employees but no satisfactory action to deter the same were undertaken. As a result, she claims she suffered untold distress and at one point tried to commit suicide. For this, she seeks "compensation for past economic loss, loss of future earnings, out of pocket medical expenses and damage to reputation" (Heffernan, 2011). The law firm handling Spiteri's case has since flagged other related cases against the tech firm.

Looking at the above example describing a recent conflict in an organizational setting, one can identify quite a number of costs of conflict. These costs impact on the individual affected i.e. Ms. Spiteri, work teams and the company at large. When it comes to IBM, the ongoing case against it i.e. litigation can be taken to be a cost of the said conflict. Further, one could argue that the company lost in terms of productivity as the affected individual was unable to give her best. Also, her distress could have affected her relations with customers hence informing client complaints which can be viewed as yet another cost. At the individual level, the said conflict cost Ms. Spiteri frustration, anxiety and stress. At the work team level, absenteeism (on the part of Spiteri due to her distress) could be taken as a cost of conflict. Further, strained relations between the supervisor and Ms. Spiteri or with the other employees is an additional cost of conflict in this scenario.

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