Conflict Management

• Teamwork and Conflict Management

  Direct link between effective team management and need for conflict management
• Good communication

  • Fewer misunderstandings
  • Ability to nip problem in the bud
• Conflict may arise from allocation of workload

  • Role overload
  • Role conflict
  • Role ambiguity
• Synergy

  The interaction or cooperation of two or more organizations, substances, or other agents to produce a combined effect greater than the sum of their separate effects
• Conflict

  Differences of opinion/emotions people experience due to a dispute over a particular issue
• Functional Conflict

  Non-aggressive; stimulates creativity
• Dysfunctional Conflict

  Aggressive; discourages creativity
• Reasons for Conflict

  • Change
  • Inclusivity and cultural diversity
  • Lack/poor communication
  • Limited Resource/ Resource Allocation
  • Difference in personalities/Personalities and Emotions
  • Values and ethics
  • Previously unresolved issues
  • Inner conflict
• Management of conflict in the business

  The specific situation and skill of the manager will determine which conflict handling approach will work best
• Managers must be able to deal with conflict

  • By having skills to deal with conflict
• Management should deal with conflict

  1. Hold workshops to teach/encourage employees to be open minded regarding cultural diversity

  2. Hold a Cultural Day to celebrate all cultures

  3. Acknowledge religious/traditional celebrations throughout the year to make people more aware and thus more open minded about other cultures

  4. Clear communication of information

  5. Help employees understand purpose and direction of business

  6. Keep emotions in check

  7. Have a certain level of emotional intelligence
• Tools to use in management of conflict

  • Stimulating functional conflict- playing Devil's Advocate
  • Negotiation- parties concerned sort their own problems
  • Smoothing- focus placed on what conflicting parties have in common
  • Forcing- person in authority forces solution on party concerned
  • Avoidance- pretending problem does not exist
  • Compromise- mutual give and take
• Third Party Interventions

  A cost-effective way to resolve conflict
• Third Party Interventions

  • It is important that the conflicting parties trust the integrity of the third party
  • It is advisable and fair to use an outside person as the third party
• Con-Arb process

  1. One step process of conciliation and arbitration

  2. Takes place on one day

  3. Used for labour practices

  4. Saves time and unnecessary costs

  5. Compulsory in matters of probation
• Commission for Conciliation, Mediation and Arbitration (CCMA)

  • Independent dispute resolution organisation
  • Promotes co-operation between employers and employees
  • Can also get involved in workplace restructuring
  • Can provide training and advice on certain issues
• Workplace Forums (WPF)

  1. Enables workers at all levels to participate in decision-making with management

  2. Primary function is to increase efficiency in the workplace

  3. Do not deal with wage/salary issues

  4. Management consults with WPF on criteria for merit increases, restructuring and retrenchments, training related issues

  5. Joint decisions must be taken on disciplinary procedures and affirmative action

  6. If no consensus reached, matter is referred to CCMA
• Employers Organisations

  • Provide members with expertise on Industrial/or Labour Relations
  • Example, National Association of private Employers (NAPE)
  • Assists employers with issues such as employment contracts, disciplinary and grievance procedures, dispute resolution, Employment Equity Plan, representation at CCMA, trade union negotiations
• Trade Union

  • Mouthpiece of their members
  • Ensures industrial peace by influencing policies and decisions regarding labour issues
  • Address issues of service, safety and remuneration
  • Ensure fair treatment of workers
  • Represent employees in disciplinary issues
  • Biggest trade union bodies in South Africa: Cosatu, FEDUSA, Nactu