Summaries made from the "Consumo Business Studies Grade 12" book. These are notes that can be used for the IEB matric final or any IEB portfolio assessment. Notes include summaries of all the content for each chapter.
Conflict – negative differences of opinion or the varied emotions people
experience over a dispute. It can have positive or negative outcomes
POSITIVE OUTCOME
This is known as functional conflict
A situation where the different parties deal with conflict in a healthy manner
and respect each other’s opinions, where there is a positive outcome.
NB – it is important that both parties listen to each other’s point of view,
where they are willing to compromise to have a win-win situation
Possible Outcomes of Functional Conflict
There is a positive awareness that there is a problem which can be
resolved.
Team members will start to consider a wider range of ideas
Misconceptions will be cleared and preconceptions that are not accurate
are discusses
There is a clarification of an individuals’ views
NEGATIVE OUTCOME
This is known as dysfunctional conflict
There is a decline in productivity due to people’s misunderstanding, their
ambitions and ego’s, lack of communication and an unwillingness to
compromise.
NB – The manager needs to step in and force employees to set aside their
differences and co-operate to achieve the goals of the organization
, Possible Outcomes of Dysfunctional Conflict
Mistrust and a negative impact on teamwork and co-operation
Blaming one another
Higher levels of stress and anxiety
Lower morale
Waste of resources
1) Reasons for Conflict
In a workforce, People with different personalities have to work together to
achieve the overall goal of the business, as well as realize their personal goals.
1) If parties are not able to resolve the situation
- The manager should assess the situation and intervene to get them to focus
on the business, not their own agendas
2) Differences in backgrounds, culture and values often cause conflict
- These problems MUST be addresses as soon as they become a problem and
employees need to be reminded that sensitivity is required when dealing with
complex differences.
3) Poor communication leads to misunderstanding
- This will further lead to role overload, role ambiguity, role conflict as well as
contributing to people not meeting deadlines.
- Barriers to communication such as poorly phrased messages and poor use of
language should be removes
ROLE AMBIGUITY – team members are unsure of the role each has to play
ROLE OVERLOAD – one person has to do more than he can cope with
ROLE CONFLICT – team members all want to perform a certain task
4) Change brings uncertainty
- This will result in conflict due to their often being a resistance to change
- Change management is important to ensure employees understand what the
changes are and why changing certain things are important
- the manager can use a two way communication strategy which makes
employees feel valued and contributes to a higher level of buy in.
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