Summary

In study session II you have learnt

• Conflicts or disagreements, whether involving individuals, groups or even nations, come in many shapes and sizes
• Various means exist for dealing with disputes before they go to court. They include informal discussions or negotiation, consultation or facilitation and mediation or arbitration
• Conflicts have two features that is they may have positive aspect which means if properly handled they can be constructive and contribute to improved organizational performance or conflicts can have a negative outcome or they can be destructive unless they are properly managed .
• There can be many sources of conflict in an organization, including :how people talk (or don't talk) to each other, how information is shared and handled, how people deal with each other , differences in values and what's important (priorities), how and when things are done (procedures, scheduling) and how work and responsibilities are arranged
• Consequence of improperly handled conflict include: increased frustration or anxiety, strained relationships, loss of sleep, unhealthy competition between colleagues and work units, withholding of information, low morale and motivation, high employee turnover, work stoppages and loss of productive work time, inefficiency and low productivity, increased worker and customer complaints, absenteeism and sabotage
• The steps of the conflict spiral include : problem emerges, sides form, positions harden, conflict extends beyond immediate context-may seek additional support, objectivity lost, sense of crisis, factions form, uncertainties arise about outcome, fewer options and problem intensifies
• Issue-based problem-solving offers a proven approach that has worked for others and can help you in your workplace
• The six-step problem-solving ( conflict resolution ) methods are: exploring issues, understanding interests, developing options, choosing a solution, implementing the solution and evaluating outcomes