Conflict Resolution

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• Conflict can be defined as an active disagreement between people with different opinions or principles causing a misunderstanding.
• It is important to keep the lines of communication as open as possible so grievances are less likely to build up.
• There are steps people can take to address problems and negotiate compromises and solutions.
• Not every problem can be solved. Keep in mind as well that conflict resolution is a skill that requires time to develop.

Types of Conflict

Task conflict

• occurs when two parties are unable to move forward on a task due to differing needs, behaviors or attitudes.
• It can be conflict over organizational policies and procedures, distribution of resources or the method or means of completing a task

Relationship conflicts

• focuses on interpersonal relationships.
• are almost always dysfunctional because the friction and hostility increases personality clashes and decreases mutual understanding which hinders the completion of tasks.
• Relationship conflict is very psychologically exhausting to individuals

Process conflict

• relate on how work gets done and which a task should be completed, including the actual process and allocation of resources for the task.

Sources of Conflict

• A number of conditions can give rise to conflict.
• They may not lead directly to conflict but at least one of these conditions is necessary if conflict is to surface.
• These conditions have been condensed into three general categories and those categories are
  • Communication
  • Structure
  • personal variables.
• Communication can be a source of conflict through semantic difficulties, misunderstandings, and “noise” in the communication channels.
  • insufficient exchange of information, and noise in the communication channel are barriers to communication and potential causes to conflict.
  • Potential for conflict increases when too little or too much communication takes place.
  • An increase in communication is functional up to a point, whereupon it’s possible to over communicate, with a resultant increase in the potential for conflict.
• Structure
  • Conflicts between two people can be structural in nature; that is they can be the consequence of the requirements of the job or the workplace more than personality.
  • For example, it’s common for the sales department to be in conflict with the production department when products are delivered late to the customer.
  • The term structure in this context includes variables such as size of the group, degree of specialization in the tasks assigned to group members, composition of the group,, leadership style, goal compatibility, and the degree of dependence between groups.
• Personal variables
  • include personality, emotions, and values.
• People high in the personality traits of disagreeableness, neuroticism, or self-monitoring are prone to tangle with other people more often, and to react poorly when conflicts occur.
• Emotions can cause conflict even when they are not directed at others.
  • An employee who shows up to work irritated from her hectic morning travel to work may carry that anger into her days work.
• People are more likely to cause conflict when their values are opposed.

Stages of the Conflict Process

• Part of successfully managing conflict is developing some perspective and choosing strategies for dealing with the conflict based on your analysis of the situation.
• In the midst of a conflict especially when your own emotions are engaged, it is easy to lose perspective so it may be helpful to recognize that conflicts generally progress through five stages

Five Stages of Conflict Process

• Latent Stage:
  • Participants are not yet aware of the conflict but hidden frustrations may surface at any time.
• Perceived Stage:
  • Members are aware that a conflict exists.
• Felt Stage:
  • Members feel stress, anxiety, and possibly hostility
• Manifest Stage:
  • The conflict is open and can be observed.
• Aftermath Stage:
  • The outcome of the conflict which can vary from resolution to group dissolution or perhaps a return to the latent stage, is determined

Cycle of Conflict Process

Conflict Solutions in a Call Centre

• Call center takers are constantly interacting with
• They are the face of the service for the callers
• It is important to make sure that call takers are trained to effectively communicate with callers especially frustrated ones.
• The way call centre handles frustrated callers has a direct impact on customer satisfaction.