Conflict
is present in our day to day lives, as it is needed in order to bring about
those changes that help us grow. Whether
the change is for good or bad depends on how the conflict is managed (Abigail &
Cahn, 2007). Knowing that conflicts are
an important part of organizational development and being able to resolve
conflicts effectively is the only way an organization can hope to be successful
(Cottinger, 1997, para 3).
With this
in mind I want to make sure I use S-TLC technique to ensure that I stop and
think about the situation and what my interests, feelings and needs are. Then listening to his or her interests,
feelings and needs, so that I am not the type of manager that is only thinking
of my own agenda, which can in itself cause conflict that will not end in a
positive outcome in most cases (Thauberger, 2003). When people are in conflict with another
person, they usually experience negative emotions such as anger, distrust,
sadness, hostility, denial or a desire for revenge, among others. So in order
to prevent the conflict from escalating I would promote mutual understanding
and agreement in order to turn a possible conflict into a possible second
chance for this employee (Hill, 2013). Effective
communication is the key. The discussion
with the employee is like a collaboration between two people who hopefully want
the same outcome.
As
Hahn (2005) stated that in order for a person to be competent at conflict
management they need to use “I” statements instead of you as this reduces
defensiveness from the other person. An
example in this particular situation would be for me to say “I feel that there
is a problem that we need to discuss and I would like to see if there is a
solution to the problem that would be satisfactory to both of us.” In order to see if the
employee is willing to collaborate and invest the time and effort to improve
and understand the changes that need to be made in order for goals to be met, I
would ask the employee how they felt about their job performance and do they
feel there are any improvements they could make that would help the company
grow. Then I would listen closely to
what they had to say, repeating back to them their ideas at times to let them
know I am really listening to what they have to say. If they give honest answers and ideas then I
will know they are willing to make the necessary changes to improve and become
a team player. I feel that I would have
a more successful outcome to the conflict with the employee if I followed some
of the techniques that Hahn (2005) shared such as:
- Consider your partner’s point of view: Listen, empathize, and respond with understanding.
- Resolve the problem: Make a mutually satisfying agreement.
- Follow up on the solution: Set a time limit for reevaluation.
Due to the fact I used the “I” statement and listened and
allowed the employee to give their point of view, I was able to keep them from
being defensive and prevented any escalation of the conflict. By setting a time limit as Hahn (2005)
suggested for the employee to make the necessary changes in their job
performance, the employee knows the situation will be revisited and so it is up
to them if they want to continue working at the company or not. They know they have been treated fairly and
have been given a second chance to make a change for the better for their sake
as well as the company. Conflict is an unexpected gift, an
opportunity for change. When reconciled, a conflict can be the gift of a second
chance (Hill, 2013).
References
Abigail, R. & Cahn, D. (2011) Managing Conflict
through Communication; retrieved from http://online.vitalsource.com/books/9780558711184/pages/15689228#/books/978055871 1184/pages/15689228
Cottringer, W. (1997). Conflict
management. Executive Excellence, 14(8), 6. Retrieved from: http://search.proquest.com/docview/204594014?accountid=32521.
Hahn. Martin. (2005, December 30). Ten Commandments of Intercultural
Communication. Ezin @rticles. Retrieved from http://ezinearticles.com/?Ten-Commandments-of- Intercultural- Communication&id=120247
Thauberger, G. R. (2003). Efficacy of
familial communication and conflict resolution techniques in healthcare management settings. (Order No.
3209243, University of Phoenix). ProQuest
Dissertations and Theses, p.189,
DOI
Joy,
ReplyDeleteA very well written paper. Really well presented and great integration of supporting evidence. You found a lot of great resources to support your arguments.
The one required element that is more lacking here is a developed discussion of the anticipated employee response. You may have overlooked the mention of this in the assignment description.
Aside from that one thing, a really great job!
Dan Tinianow
Thank you Professor Tinanow for your positive feedback as well as your advice on developing a discussion of the anticpipated employee response. When I stated "They know they have been treated fairly and have been given a second chance to make a change for the better for their sake as well as the company" I should have added that they were then able to see the areas that needed improvement and were able to make the appropriate changes needed to keep their position at the company as well as become a team player.
DeleteJoy Canode