Understanding and Resolving Workplace Conflicts

Understanding Conflict

A conflict is a situation of confrontation between people who have different ideas regarding a particular issue. A conflict differs from a dilemma. A conflict involves a disagreement between individuals or groups, while a dilemma involves a difficult personal decision.

Common Causes of Labor Disputes

• Causes arising in relations between individuals, groups, or organizations:
  • Unclear distribution of work
  • Differences in income or desires
  • Differences in values and beliefs
  • Personal confrontations
• Causes related to decision-making:
  • Need to make a difficult decision

Types of Conflict

By Number of People Affected

• Individual: Conflict between two people.
• Collective: Conflict between a group of employees and the company.

By Subject Matter

• Legal: Conflict arising from the interpretation or application of a rule.
• Economic: Conflict arising from differing economic interests.

By Result

• Positive: The result of the conflict favors the positions of the parties.
• Negative: The result does not favor the positions of the parties.

By Resources/Methods Used

• Aggressive/Violent: Involves radical actions, such as a strike.
• Peaceful/Non-violent: Involves dialogue and negotiation.

Stages of Conflict Resolution

• Approach and definition of the conflict.
• Study of the causes and elements that originated it.
• Creation of possible solutions.
• Choosing a solution and evaluating the decision.

Measures to Prevent Conflict

• Try to create a welcoming climate among members of the company.
• Encourage dialogue between people.
• Encourage active listening skills.
• Learn to behave assertively, avoiding hostility and aggressiveness.
• Pay attention to the needs of the people with whom you work.

Factors Involved in Conflict Resolution

• Pressures
• Time
• Experience
• Subjects involved
• Risk
• Complexity of the problem
• Number of people affected
• The group
• Personality of the parties

Means of Peaceful Conflict Resolution

• Conciliation
• Mediation
• Arbitration
• Courts

What is Conciliation?

A third person, external to the opposing parties, tries to facilitate an agreement.

What is Mediation?

A third person, external to the opposing parties, proposes solutions to the conflict.

What is Arbitration?

A third person, external to the parties, resolves the issue. The parties agree to accept the solution.

Workgroup Characteristics

• Have a purpose and a common goal.
• Its components are related to each other to achieve these goals.
• It has its own resources.
• Each member perceives themselves as part of the group.
• Autonomous decision-making.

Psychological Factors of a Workgroup

• Interaction occurs through exchanges among members.
• Existence of common goals, such as problems and tasks.
• Development of the group's own standards of conduct.
• Presence of an informal structure that creates the emotional climate.
• Emergence of emotions and feelings.
• Gradual establishment of a collective existence, a history.
• Establishment of an internal balance for the survival of the group.

Roles within a Group

• Driver
• Task-oriented
• Cohesion-oriented
• Hidden agenda-oriented

Characteristics of the Driver Role

• Defines the strategy and the path to reach the goals.
• Sets goals.
• Moderates meetings/discussions.
• Avoids personal feuds.
• Makes promises.
• Encourages the group.

Characteristics of the Hidden Agenda-Oriented Role

Negativity

Stages of Group Formation

• Initial or first stage
• Second stage (conflict)
• Third stage (development)
• Fourth stage (work)