Learning for everyone Conflict resolution and conflict management

Learning for everyone… Conflict resolution and conflict management Level 4 Diploma in Advanced Childcare Practice & Management Unit 6: Leadership, management and supervision

Learning for everyone… Sources of conflict within a team Bell & Hart’s eight causes of conflict According to psychologists Art Bell and Brett Hart, there are eight common causes of conflict in the workplace Ø Ø Ø Ø Ø The eight causes are: Conflicting resources. Conflicting styles. Conflicting perceptions. Conflicting goals. Conflicting pressures. Conflicting roles. Different personal values. Unpredictable policies

Learning for everyone… Ø Conflicting Resources: - We all need access to certain resources – whether these are office supplies, help from colleagues, or even a meeting room – to do our jobs well. When more than one person or group needs access to a particular resource, conflict can occur. Ø Conflicting Styles: - Everyone works differently, according to his or her individual needs and personality. For instance, some people love thrill of getting things done at the last minute, while others need the structure of strict deadlines to perform. However, when working styles clash, conflict can often occur. Ø Conflicting Perceptions: - All of us see the world through our own lens, and differences in perceptions of events can cause conflict, particularly where one person knows something that the other person doesn't know, but doesn't realize this.

Learning for everyone… Ø Conflicting Goals: - Sometimes we have conflicting goals in our work. For instance, one of our managers might tell us that speed is most important goal with customers. Another manager might say that in-depth, high-quality service is the top priority. It's sometimes quite difficult to reconcile the two! Ø Conflicting Pressures: - We often have to depend on our colleagues to get our work done. However, what happens when you need a report from your colleague by noon, and he's already preparing a different report for someone else by that same deadline?

Learning for everyone… Ø Conflicting Roles: - Sometimes we have to perform a task that's outside our normal role or responsibilities. If this causes us to step into someone else's "territory, " then conflict and power struggles can occur. The same can happen in reverse – sometimes we may feel that a particular task should be completed by someone else. Ø Different Personal Values: - Imagine that your boss has just asked you to perform a task that conflicts with your ethical standards. Do you do as your boss asks, or do you refuse? If you refuse, will you lose your boss's trust, or even your job? Ø Unpredictable Policies: - When rules and policies change at work and you don't communicate that change clearly to your team, confusion and conflict can occur

Learning for everyone… Conflict Resolution v Conflict Management Ø Businesses can benefit from appropriate types and levels of conflict. That is the aim of conflict management, and not the aim of conflict resolution. Conflict management does not imply conflict resolution. Ø Conflict management minimizes the negative outcomes of conflict and promotes the positive outcomes of conflict with the goal of improving learning in an organization.

Learning for everyone… How do I manage conflict? Ø Negotiation: - is a method by which people settle differences. It is a process by which compromise or agreement is reached while avoiding argument and dispute Ø Open communication: - occurs when all parties are able to express ideas to one another, such as in a conversation or debate. Ø Learn about personality types: - remember not everyone is the same, it what makes us, us Ø Set non conflicting goals: - Encourages the team to work together and not against each other Ø Clear explanation of goals: - Remember to keep your team informed of any changes and keep them in the loop

Learning for everyone… Ø Be consistent: - Make sure you handle any issues the same, don’t show favouritism. Ø Early intervention: - If you know there is a problem, action it as soon as you know