Conflict Management - Business Studies Syllabus
This section includes:
- Team Dynamics
- Conflict Management
- Reasons for Conflict
- Skills a manager needs in order to manage conflict
- Recommendations for Conflict Management
- Conflict resolutions through third-party interventions
Conflict Management
T E A M W O R K & C O N F L I C T M A N A G E M E NT
Conflict in teams often arise from the allocation of workload:
• Role Overload – Occurs when one member of the team (often willingly) takes on more
than they can cope with.
• Role Conflict – Occurs when more than one member wants to play a certain role, and
in instances like the role of the leader, it can lead to conflict.
• Role Ambiguity – Occurs when there is a lack of clarity between the roles that
members are expected to play.
SYNERGY
The interaction of two or more agents or forces so that their combined effect is greater
than the sum of their individual effects.
FUNCTIONAL & DYSFUNCTIONAL CONFLICT
Functional Conflict - Non-Aggressive, Stimulates Creativity, Brainstorming, Can Disagree
But Still Work Together, Higher Productivity, Willing To Compromise.
Dysfunctional Conflict - Aggressive Disagreement, Refuse To Work Towards A Common
Solution, No Compromise, Reduced Productivity.
A D V A NT A G E S O F C O N F L I C T
1. Create awareness of a problem to be addressed
2. Stimulates creative thinking
3. Learn from each other/understand a probl em better
4. Leads to collaboration/working together/by-in
5. Motivate people to give input/participate/empathy
DISADVANTAGES OF CONFLICT
1. Hampers productivity
2. Lower morale
3. May lead to inappropriate behaviour such as violence due to frustration/confusion
R E A S O N S FO R C O N F L I C T
• CHANGE – change brings uncertainty, most people are resistant to change
o e.g. New computer software to be used at all KFC franchises – staff don’t
know how to use the new software
• INCLUSIVITY AND CULTURAL DIVERSITY - Many cultures in SA,
Ignorance/Stereotyping/Different Backgrounds, Values, Religions - Can Lead To
Conflict
o e.g. Worker wins KFC dispute
• LACK OF, POOR COMMUNICATION – Uncertainty, not informed of
decisions/expectations, rumours, poorly defined job descriptions, inconsistencies
from management, poor listening skills, misunderstandings, role ambiguity can lead to
conflict
o e.g. Drive through operator at McDonalds multi-tasking and getting order
wrong
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