Organisational conflict is defined as a state of discord caused by the actual or perceived opposition of needs, values and interests between people working together. There are several types of conflict that take place within the workplace among employees. Organisations are required to manage workplace conflict effectively but to manage this process it is important to understand the different types of conflicts, steps to follow during conflict resolution and skills required to resolve a conflict.

Types of Conflict

• Personal conflict is related to a person’s identity, image or relationship aspects such as loyalty, betrayal, disrespect, and breach of confidence.
• Conflict of interest is connected to the achievement of a goal which needs to be re-evaluated, examples include money, time, knowledge and expertise in a particular field.
• Instrumental conflict relates to goals, procedures or structures within the organisation or at an individual level.

Steps to follow during conflict resolution

Conflict situations should be dealt with immediately. Ignored conflict situations worsen over time and if not addressed immediately can make work relationships unbearable. The following steps are taken during conflict resolution:

Seek clarity – When dealing with a conflict situation it is important to seek clarity and collect all facts relating to the matter from all parties involved. Individual meetings should be held with all parties, and they should describe what transpired. Parties should also outline what needs are not being met and the resolution required. As a mediator, it is important to understand the situation and be impartial.

Communication – A meeting should be held that is attended by all parties. Each employee should be given the opportunity to communicate facts regarding the situation. The meeting should be neutral and allow for brainstorming and active listening. The parties need to be cognisant of the goals of the meeting and be open to the different suggestions for overcoming conflict.

Resolution – After both parties have had a chance to discuss their situation and understand each other, the final goal would be to reach an agreement and resolve the conflict. This process may require some time as each party would need to set aside their differences and work together to find common ground.

Monitor and follow-up – At this point even though a solution has been identified, it is important to monitor and ensure that it is being implemented. If the solution that all parties agreed to is no longer working, alternatives should be considered to ensure a positive and healthy work environment.

Useful skills when handling conflict:

• Assertiveness – Is an effective way of communicating clearly and firmly without showing any aggression.
• Active listening skills – Understand the speaker and what is being said, reflect on it; assess the situation and the facts presented by both parties.
• Empathy – This is the ability to understand and share the feelings of another person and to place oneself in another person’s situation. This is an acquired skill necessary for conflict resolution.

Dr Prishana Datadin

Human Resources Manager

Sources:

https://www.beyondintractability.org/coreknowledge/workplace-conflict

https://online.champlain.edu/blog/top-conflict-resolution-strategies

https://www.employeeconnect.com/blog/tips-strategies-workplace-conflict-resolution