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