Assess Methods For Resolving Conflict In Organizations ✓ Solved

Assess methods for resolving conflict in organizations

BHR 3551, Human Relations and Development 1 Course Learning Outcomes for Unit VI

Upon completion of this unit, students should be able to: 6. Assess methods for resolving conflict in organizations. 6.1 Analyze steps/methods to resolve conflicts in your current or past experiences in the workplace.

Reading Assignment Chapter 9: Resolving Conflicts with Others Chapter 14: Customer Satisfaction Skills

Unit Lesson Chapter 9 is based upon why interpersonal conflict exists, methods of resolving conflict, styles in handling conflict, and combating sexual harassment in the workplace. According to DuBrin (2015), “A conflict is a situation in which two or more goals, values, or events are incompatible or mutually exclusive.” As an individual in the workforce, you must handle conflict in the most effective and efficient manner possible and in doing so overcome defensiveness, accept the tension, and resolve the tension (Corner & Pavlovich, 2014).

Conflict occurs due to various reasons, including competition for limited resources, role conflict, competing work and family demands, personality clashes, workplace bullying, incivility, cross-generational differences, workplace violence, and task versus relationship conflicts. Understanding these causes helps in resolving conflicts effectively and preventing their recurrence.

Dealing with conflict involves following workplace rules, such as remaining calm, actively listening, asking clarifying questions, discussing issues privately, involving mediators, and striving for win-win outcomes. Documenting the resolution process is crucial, including details like who was involved, what happened, when and where it occurred, why it happened, and how it was resolved. Legal witnesses and mediators support and sign off on this documentation.

Resolving conflict promptly is the responsibility of managers or supervisors, who must select appropriate management styles based on the situation. Styles depend on balancing assertiveness (satisfying one’s own concerns) and cooperativeness (addressing others’ concerns). Behaviors like aggression, assertiveness, or passivity influence the conflict management approach.

Conflict is inevitable; effective methods are often based on the win–win model, which integrates the interests of both parties. Achieving a win-win solution is vital, as it fosters positive organizational outcomes and prevents dissatisfaction. Understanding how to facilitate such solutions is a core conflict resolution skill.

Harassment, especially sexual harassment, is a significant workplace issue. Defined as offensive, humiliating, or intimidating behavior, sexual harassment includes unwanted advances. The EEOC data indicates a slight decrease in sexual harassment cases from 1997 to 2015, highlighting ongoing efforts to address the problem. Strategies for handling harassment include implementing policies, providing training, and responding promptly to complaints.

Customer satisfaction is another focus area, involving approval and acceptance of organizational services and products. Satisfaction levels can be assessed through point systems, direct feedback, and observation. Satisfying customers—whether internal (employees, staff) or external (clients, patients)—is critical for organizational success, emphasizing the need for effective service and relationship-building, or bonding with customers through open communication, transparency, and mutual respect.

Creating and maintaining these bonds involve training, activities, feedback mechanisms, and recognition programs. Managing dissatisfaction involves collecting customer feedback via surveys and interviews, analyzing this information, and implementing improvements to address issues proactively.

Sample Paper For Above instruction

Effective conflict resolution within organizations is pivotal to maintaining a productive, harmonious work environment. Understanding the nature of conflict, its causes, and appropriate management strategies equips managers and employees to navigate disputes constructively. This paper explores methods for resolving organizational conflict, emphasizing conflict management styles, win-win solutions, and the importance of documenting resolutions. Additionally, it examines issues of harassment and strategies to foster customer satisfaction and organizational bonds, which are essential for long-term success.

Conflict in organizations arises from multiple sources, including resource competition, role ambiguity, personality differences, and behavioral issues such as bullying or incivility. DuBrin (2015) identifies these causes—highlighting that conflict often stems from incompatibilities in goals, values, or expectations. Recognizing the roots of conflict allows organizations to implement targeted interventions that pre-empt recurrence and foster a culture of open communication.

One fundamental approach in conflict resolution involves adhering to workplace rules, such as maintaining professionalism, practicing active listening, and ensuring confidentiality. Techniques such as remaining calm, asking clarifying questions, and discussing issues privately foster an environment conducive to resolution. Involving parsimonious mediators can help facilitate fair outcomes. Detailed documentation of conflicts—including who was involved, what transpired, the timing, location, underlying reasons, and resolution methods—is critical, both for accountability and legal purposes. Witness signatures and mediator verification further strengthen the record.

Managers play a vital role in resolving conflicts swiftly and appropriately. They must select conflict management styles that suit specific situations, balancing assertiveness with cooperativeness. Styles like competing, accommodating, avoiding, collaborating, or compromising each have strengths and limitations, and choosing the appropriate one requires careful assessment of the conflict's nature. Passivity or aggression can exacerbate disputes, so adaptive styles rooted in mutual concern tend to achieve better results.

Central to conflict management is the application of win–win strategies, which seek to satisfy the interests of all parties involved. Unlike win–lose scenarios, win–win solutions foster long-term relationships and organizational health. Developing skills to facilitate such outcomes involves active listening, empathy, and creative problem-solving. Training programs that focus on negotiation and conflict resolution equip employees with these competencies, leading to more sustainable resolutions.

Workplace harassment, particularly sexual harassment, remains a pervasive concern. Defined as offensive, humiliating, or intimidating conduct, sexual harassment includes unwelcome advances and comments. The EEOC reports a slight decline in cases from 1997 to 2015, but the persistence of such incidents necessitates proactive policies. Organizations should implement comprehensive harassment policies, conduct regular sensitivity training, and ensure prompt investigation and resolution of complaints. Creating a culture of respect minimizes the occurrence of harassment and enhances overall workplace well-being.

Customer satisfaction is another critical component of organizational success. It reflects the degree to which customers perceive that their expectations have been met, and it influences repeat business, reputation, and profitability. Various assessment methods, including surveys, comment cards, and direct feedback, help organizations gauge satisfaction levels. High levels of satisfaction foster loyalty and word-of-mouth promotion, whereas dissatisfaction can damage reputation and financial performance.

Building bonds with customers—internal and external—is essential for creating positive relationships. These bonds are emotional investments, created through open communication, transparency, consistency, and recognition. For instance, managers can foster internal bonds by engaging employees through training, team-building activities, and reward programs. External bonds with customers can be strengthened through personalized service, timely responses, and appreciation programs. Maintaining these relationships requires ongoing effort, feedback collection, and adaptation.

Addressing dissatisfaction involves analyzing feedback data, identifying areas for improvement, and implementing corrective actions. Organizations that proactively manage customer concerns—involving staff training, process enhancements, and service initiatives—tend to excel in customer satisfaction. Ultimately, prioritizing respectful treatment, transparent communication, and continuous improvement sustains long-term organizational health and growth.

References

  • Anderson, L. E., & Bolt, S. B. (2013). Professionalism: Skills for workplace success (3rd ed.). Pearson.
  • Corner, P. D., & Pavlovich, K. (2016). Shared value through inner knowledge creation. Journal of Business Ethics, 135(3), 475–491.
  • DuBrin, A. J. (2015). Human relations: Interpersonal job-oriented skills (12th ed.). Pearson.
  • U.S. Equal Employment Opportunity Commission. (n.d.). Charge statistics: FY 1997 through FY 2015. Retrieved from https://www.eeoc.gov
  • Schaller, R. (2013, December 10). Five points to train your staff. Workforce. Retrieved from https://www.workforce.com
  • Anderson, L. E., & Bolt, S. B. (2013). Professionalism: Skills for workplace success (3rd ed.). Pearson.
  • DuBrin, A. J. (2015). Human relations: Interpersonal job-oriented skills (12th ed.). Pearson.
  • Corner, P. D., & Pavlovich, K. (2016). Shared value through inner knowledge creation. Journal of Business Ethics, 135(3), 475–491.
  • Schaller, R. (2013). Five points to train your staff. Workforce.
  • U.S. Equal Employment Opportunity Commission. (n.d.). Charge statistics: FY 1997–2015. https://www.eeoc.gov

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