Conflict Management

BEHAVIOUR

Lack of emotional intelligence

Use of force as conflict strategy

Personality conflict

IMPACT OF BEHAVIOUR

Lead to conflict spiral over time, increase in absenteeism, impact on mental health

Impact on motivation, decrease in productivity, sabotage or theft within the business

Interpersonal conflict, impacting quality of work (attention to detail)

STRATEGY

Constructive disagreement and third party intervention

Positive reinforcement and motivation, consistency in reward and punishment

Positive communication and active listening, use of nonverbal skills to convey message appropriately

SCENARIO

Kim and Nelson's exchange where Kim had noted ongoing mistakes in Nelson's work recently. Kim calls Nelson in for a meeting to discuss this behaviour in a forceful way and Nelson retaliates as a response.

Example: Kim not seeing the impact of her behaviour on Nelson's quality of work.

Example: Kim not able to control her emotions in the meeting with Nelson and using impolite and unprofessional language, which in turn impacted Nelson's language towards Kim also.

Kim using quite a dominant conflict strategy to overpower and control Nelson's work quality rather than trying to understand the root of the issue.

Impacting Nelson's quality of work and his ability to concentrate and complete work in a timely manner

Nelson feeling insecure and not comfortable to approach Kim regarding issues e.g. time off

Nelson feeling lack of motivation to complete his work to a standard as a result of increased stress from Kim