1. Working together is not always easy!
Conflict at workplace
By Elizabeth Shilyomunhu (SW)
Outapi
Feb 2015

2.  Conflict may be defined as a disagreement,
struggle or contest
 which occurs between individuals,
groups/teams, facilities/organisation
 with different values, goals,
needs, priorities, ideas,
preferences

3.  Conflict is inevitable,
 At workplace conflicts happen every day. In fact, it’s
not only common but also normal
 Not all conflicts are “bad”, conflict can help the team
to focus.
 However if conflict managed poorly it can be
harmful.
 Conflict has two dimensions:
 The emotions: (the how you feelings about the issue)
e.g. anger, crying, sadness, worries
 The issue: (the what of the conflict) the source of the
conflict.
 Focus on emotions first before addressing the
issues.

5. 1. Generation gap: older vs new employees
2. High-stress workplace (pressure to produce
more with less resources) / limited resources
3. Unclear lines of responsibilities
(disagreement over who should be do doing
what).

6. 3. Lack of communication (we didn’t get the
message on time)
4. Burnout (over working)
5. Competition e.g. Salary increment according
to your work performance,
6. Frustration

7.  Conflict resolution is understanding the
dynamics of human negotiation among
conflicting interest groups, individuals,
teams, and how to achieve mutual agreement
and plans
 Word of thoughts: an
ancient wisdom tell us
“everyone should be quick to
listen, slow to speak and
slow to become angry”

8.  Avoiding: People who avoid conflict are
generally unassertive and uncooperative.
• Avoid the conflict entirely or delay their
response instead of voicing concerns
• Not a good long-term strategy
 Accommodating: People who accommodate are
unassertive and very cooperative.
• Give in during a conflict and acknowledge they
made a mistake/decide it was no big deal
• Effective when the other person or party has a
better plan or solution

9.  Compromising: Compromisers are moderately assertive
and moderately cooperative
• Everyone is expected to give & take something
• you find a solution that to some extent satisfy everyone.
 Collaborating: they are both assertive and cooperative.
• Assert own views while also listening to other views and
welcoming differences
• Identify underlying concerns of a conflict
• Create room for multiple ideas
• Requires time and effort from both parties

10. There is no BEST way to handle conflict. Each
conflict is different and requires a different
response.
Just know that:
“Two heads are better than one.” (Collaborating)
“Kill your enemies with kindness.” (Accommodating)
“Split the difference.” (Compromising)
“Leave well enough alone.” (Avoiding)

11.  Lose – lose conflict
 Management by avoidance or accommodation
 Win – lose conflict
◦ Management by compromise
 Win – Win conflict
◦ Management by collaboration

12.  Have a positive attitude toward conflict
 Not letting small problems escalate, deal with them as they
arise
 Respect individual, group differences
 Use active listening skills
 Encourage other party to view their concern
 Be aware of your body language – what are you signaling
 Acknowledge feelings before focusing on facts
 Focus on solving problems, not changing people
 If you can’t resolve the problem, turn to someone who can
help (find a mediator)
 Adapt your style according to situation & people involved
 Give constructive criticism/feedback

13.  Focus on issues, not personalities. Let’s aim
for problem solving, not personal put-downs.
 Focus on the future, not the past. Looking
ahead, not back, keeps the tone positive.
 Focus on solutions, not blame. Blame only
drives people apart, but finding solutions
brings people together

14. 1. Diagnose
• Identify the conflict
• What is the conflict all
about
• Help both parties to be on
the same page
2. Identify the issue
• Clarify the issues
• What caused the conflict
between the two parties
• Assess sources of conflict
4. Agreement
• Think of this step as recap
• Agree on who will do what,
when, how (carry out action
step)
• Thank each other for
participating
• Apologize if need too.
3. Identify solution
• ask each other what need to
be done to change the
situation
• Brainstorms of ideas and
generate solutions
• Combine ideas and evaluate
them
• Find commonalities
• Create the action plan

15.  Conflict is a struggle between two parties
who............................
 List four of the styles of conflict management
 Complete these statements:
Focus on _____________, not personalities.
Focus on the ___________, not the past.
Focus on _______________, not blame.

16.  Avoiding conflict is often the easiest way to
deal with it. It does not however make it go
away but rather pushes it underground, only
to have it resurface in a new form. By actively
resolving conflict when it occurs, we can
create a more positive work environment for
everyone.