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The 4 key elements
face the problem
understanding conflict
techniques you can use
prepare
The catastrophic fantasy
• Things will get worse
• We’ll be rejected or attacked
• We’ll hurt the other person
• The relationship will suffer
• Conceptual nature – “I don’t have the skills…”
Organisational Consequences?
• “collective cowardice”
• Reward positive v ignore negative
• No consequences for poor performers
What is conflict?
“A condition between workers whose jobs are interdependent, who feel angry, who perceive the other's, as being at fault and who act in ways that cause a business problem”
Daniel Dana: Conflict Resolution
Causes of conflict include:
• Management style• Poor management• Lack of “face to face” communication• Lack of clarity around job role/objectives• Personality clashes• Change• Harassment – real or perceived• Bullying – real or perceived• Working environment
Effects of conflict include:
• Absence • Low morale• Poor performance• Stress• Use of formal procedures• Legal action• Public arguments
Personal Conflict Styles
• Avoid
• Accommodate
• Compete
• Collaborate
Benefits of the ‘Collaborative’
style• Win/Win solution
• Better decisions
• Builds relationships
• Greater satisfaction
• Longer lasting solutions
Techniques you can use
•TEXT
body language
rapport use silence
show empathy
Prepare
think about the outcome
consider your approach
gather the documents you need
gather informationgather information
Structure the conversation
set the appropriate tone
state what the issues are
give evidence and examples
focus on the problem and not the person
ask for an explanation
agree a way forward
provide support
How Acas can help
mediation
training
e-learning
websiteacas.org.uk
publicationsCustomer services team08457 38 37 36
Acas helpline08457 47 47 47
