Solving Conflict in the Workplace

Solving Conflict in the Workplace

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Over the last 25 years globalization has had a major impact upon the workplace. Where, it is increasing the overall amounts of competition among a variety of businesses and employees. An indirect result of this is: the increased amounts of conflict within the workplace. Simply put, conflict is when there is a difference of opinions, necessities or expectations. During the course of conducting business, it can often occur between: employees, management, with other businesses / customers or combination of these different elements. ("About Workplace Conflict," n.d.) if any kind of potential conflicts are not dealt with quickly, the business could suffer a number of different challenges over the short to long-term. Where, it will play a role in: increasing stress levels, decreasing productivity, employee turnover and in some cases it can threaten the financial viability of the organization. An example as to how pervasive this problem could become, can be seen with two different studies. The first one that was conducted by a UK-based think tank called Roffery Park. Where, they found that 78% of managers are suffering from some kind of work related stress. While, 52% have experienced some form of harassment and 46% reported large amounts of conflict within the workplace. The second study conducted by the Health and Wellness Research Database, found that the total amount of lost work time that occurs because of increased amounts of conflict is $1.7 billion per year. ("About Workplace Conflict," n.d.) What these two statistics show is that the total amounts of conflict within the workplace can lead to increase amounts of stress. Where, the consistent levels of conflict within an organization will play a major role in determining how productive and profitable an entity will be in the future. In the project proposal that was submitted a conflict exists between two co workers that are working in the same marketing department. Where, management is trying to use both of them to determine the overall amounts of real time supply and demand within the marketplace. The conflict begins, with the fact that neither one of the individuals like each other and that one is intentionally late in filling their reports. This reflects poorly on both and makes the department look as if no one is taking the initiative to reach the company's objectives. To rectify this situation requires examining how to effectively resolve this issue before it escalates into something more serious. This will be accomplished by: reviewing relevant pieces of scholarly / professional literature on the subject, analyzing the literature and provide specific recommendations as to how this situation can be rectified. Together, these different elements will provide the greatest insights, as to how to effectively resolve conflicts when they occur in the workplace.

Literature Review

There are a number of different piece of literature on how to effectively resolve a variety of conflicts within the workplace. To determine ways that the specific case scenario between the two salespeople can be resolved requires: that you examine the various pieces of literature this issue.

Jordan, P. (2004). Managing Emotions During Team Problem Solving. Human Performance, 17 (2), 195 -- 128.

In this article, researchers were attempting to draw a direct link between the emotional maturity (intelligence) in comparison with the overall levels of productivity in the workplace. Where, very little research has been conducted, to determine if there is a direct link between emotional intelligence and productivity. To resolve this issue, researchers surveyed 108 different teams in variety of industries, where they would give them an emotional intelligence test. At which point, they would have everyone complete problem solving tasks involving some of the different conflicts they encounter. The results were that those teams / organizations that were the most productive had high amounts of emotional intelligence. Where, the ability of the team to solve different conflicts quickly would lead to higher amounts of positive emotions. This would have a direct effect upon the productivity of the team / organization, as the favorable amounts of emotions would lead to higher levels of productivity. (Jordan, 2004) in the case of the organization that we are examining, this information is useful in providing insights as to what issues could be making the situation worse. Based upon this research, one could effectively argue that the contempt that both salespeople have for each other, is causing the overall amounts of negative emotions to rise dramatically. Once this occurs, it can mean that even the smallest mistakes that the other person is making could be blown completely out of proportion. Where, these negative emotions cause both individuals to become more negative about their jobs, at which point the overall amounts of productivity drop. In this situation, one could infer that the salesperson, who is submitting their reports late, is doing so because of these negative emotions.

Mayer, B. (2000). The Dynamics of Conflict Resolution. Retrieved June 13, 2010 from University of Hawaii website: http://www.hawaii.edu/hivandaids/the%20Dynamics%20of%20Conflict%20Resolution.pdf

In the article, the Dynamics of Conflict, the author examines several reasons why conflicts occur. A few of the most notable would include: miscommunication, heated emotions, differences in values and the history between the two sides. These are important, because they help to provide a variety of different reasons as to how conflicts can occur. Next, the article shifts gears and talks about what more than likely needs to occur to end the conflict, along with how it can be a positive force for change within an organization. According to the article, most people who are engaged in conflict want to be treated fairly. This means that they want to have an opportunity to have their voice heard by an impartial audience. Once this takes place, most conflicts end very quickly, as one side more than likely wanted to have a forum of venting their concerns. At which point, finding a mutual understanding between the two sides is easier. Then, the article talks about how conflict is a part of life that pushes the individual and organizations to move further ahead. It is how you deal with the different conflicts that will determine how productive or unproductive an organization will be. (Mayer, 2000) This is significant, because it shows the underlying causes as to why a variety of conflicts can occur. It then shows how most conflicts can easily be resolved, by providing both sides with a forum where they can vent their emotions. Once this takes place, is when you have the ability to satisfy both sides, as the overall amounts of intensity has been reduced. It also highlights how conflict is a part of growing and should be expected no matter what happens. In the case of the organization that we are examining, this information is useful in helping to identify the different reasons why conflict is occurring and how managers must be prepared for it, by understanding the root causes. Once a potential conflict is emerging, they should provide a forum where both sides will have the chance to present their views. At which point, coming to a mutual understanding is much easier.

Tinsley, C. (2001). Managing Workplace Conflict in the United States and Hong Kong. Organizational Behavior and Human Decision Process, 85(2), 360 -- 381.

In this article, the author talks about how managers in American and Hong Kong-based companies have a different approach for resolving conflict. Where, American managers will resolve more conflicts than their Chinese counterparts, as they tend to focus on addressing issues affecting the individual. While, managers in Hong Kong will focus more on the benefit of group over the individual, which means that they will resolve conflicts differently. When the managers work in different cultures, these ways of setting conflicts could be problematic, as they do not reflect the values / identity of the culture. According to the article, the best way to resolve these potential issues is to have managers adapt their philosophy on conflict resolution to the culture. (Tinsley, 2001) This is significant, because it shows how conflicts could occur based upon cultural misunderstandings. When you apply this information to the study of the organization, there could be a possible misunderstanding between the two different salespeople, as one may be working in a culture that is acceptable for them. This could include everything ranging from the culture within an organization they worked for to their upbringing. In order to resolve any kind of potential conflict, it is important to understand the different cultural factors and how they could be helping contribute to the conflict.

Gershenfeld, J. (1991). The Impact on Economic Performance of a Transformation in Workplace Relations. 44 Industry & Labor Relations Revision, 241.

In the article titled, the Impact on Economic Performance of a Transformation in Workplace Relations, it highlights how the overall productivity of an organization will be affected by the levels of conflict that occur. Where, researchers surveyed the levels of productivity within unionized manufacturing organizations between 1984 and 1987. After examining: various grievances, procedures and conflict resolutions; the author determined that the negative conflicts that continued to be unresolved would have a dramatic long-term effect upon the organization. Where, those facilities that had an adversarial relationship between management / employees or other groups saw dramatic long-term effects. As productivity, higher costs and increased amounts of waste would occur at these facilities. This is significant, because it shows how various issues of conflict are like a cancer that will eat away at the most productive of organizations. In the case of the organization that we are examining, this shows that immediate action must be taken to rectify the situation. The longer the conflict is allowed to occur between the two sales people, means that the various emotions will continue to fester. At which point, it is only a matter of time until the situation will spiral out of control and the long-term productivity of the organization can be brought into question.

Hyde, M. (2006). Workplace Conflict Resolution and the Health of Employees. Social Science & Medicine, 63 (8), 2218 -- 2227.

In this article, the researchers were seeking to identify a direct link between the health of employees and conflict resolution. To achieve this objective, they would survey employees at two forestry manufacturing plants in Sweden and Finland. The results, of there survey was that those organizations that were able to successfully resolve different employee conflicts quickly, had a direct impact upon the overall levels of employee health. Where, researchers found that those entities with effective conflict resolution had employees who were: less stressful. This had a direct impact upon the physical and mental health of employees, where instances of absenteeism and sick days fell dramatically. (Hyde, 2006) This is significant, because it shows how there is a direct impact upon the health of employees, as the lack of conflict helps to improve the underlying levels of physical and mental health. In the case of the organization that we are examining, this helps to show how the continuing conflict between the two employees, could be having an effect on the physical / mental health of the staff. Where, it causes them to take sides, which will lead to an increase in stress levels.

Masters, M. (2002). Design, Implementation and Development. The Complete Guide to Conflict Resolution in the Workplace (pp. 267 -- 289). New York, NY: AMACOM

The piece of literature titled, Establishing an Integrated Conflict Resolution System, highlights the need to establish an effective conflict procedure process. Where, you consider six key elements to include: setting the objective for all conflict resolution proceedings, creating a system that is impartial, implement the system by encouraging employees / managers to use it as a way to settle disputes, consistently evaluate the system for effectiveness, adjusting the process to changes in the workplace and providing proper training. (Masters, 2002) This is significant, because it shows how an effective mechanism can be in place to address issues of conflict when they first occur. Where, both parties will feel as if their voices are being heard with the process being impartial, while ensuring that it is effective and can be changed. These elements are necessary in making certain that any kind of conflict that arises can be dealt with effectively, while ensuring that the procedure can remain relevant into the future. In the case of the organization that we are examining, this would be useful in helping to create a mechanism to deal with the conflict between the two salespeople and prevent such situations for arising in the future.

Analysis

When you examine the underlying causes that are contributing to different issues surrounding the conflict between the two salespeople, it is clear that there are a number of issues which are affecting everyone. The most notable would include: emotions, culture, a lack of communication and the inability of management to resolve the issue. The obvious negative emotions between both individuals are helping to exacerbate the problem, as this will cause the two people to engage in actions that will create animosity. (Mayer, n.d.) Once this occurs, it will affect the culture of the organization, as other employees will be affected by the dispute between these two individuals. This will have a ripple effect upon organization, where the others will begin to display similar emotions because of the increase in stress levels. (Jordan, 2004) Since, the overall levels of communication were poor before the conflict began; the dispute caused the situation to become worse. As one salesperson believes that another is trying to make them look bad, by intentionally submitting their reports late. Since management was unable to effectively rectify the situation, by finding out why one salesperson is consistently submitting their reports late; shows how they obviously are out of touch with what is happening in workplace. Then, when you combine this with their inability to find out what is happening, shows that they have no control of the movement or activities of the personnel under their control. This highlights that a dramatic change needs to take place in the work environment, by addressing the immediate conflict and then establishing procedures to rectify similar situation in the future.

Conflict Resolution Recommendation