Let’s see what you’ve learned about managing workplace conflict well. Take this quick quiz for a review of the skills needed for this specialty. If you’re not sure of your skills, take the quick quiz now.conflict management

  1. If there has been conflict in the workplace for a few weeks or months, mediation is the best strategy to get it sorted.

a) If you think the statement is TRUE go to 8.

b) If you think the statement is FALSE go to 5.

2. Incorrect. If mediation was a suitable strategy to manage a conflict and the process has been run well, participants will have benefited by having an opportunity to explain their issues, listen to the issues of their colleague and gain an understanding of their thinking. There may be times when mediation participants agree to disagree but at least they have a better understanding of how and why their colleague is thinking a particular way. Go to 10.

3. Correct. In the first instance encourage Jason to speak directly with Kerri. Sometimes, employees may not realise their actions have offended someone. You may need to help Jason plan what he wants to say to Kerri and you could also offer to be part of a mock conversation; this will help build Jason’s confidence to address the matter with Kerri. Go to 6.

4. When Jason, an employee, approaches you for the first time to complain about how Kerri, a colleague, spoke to him during a meeting, you should encourage Jason to speak directly with Kerri to address his concern.

a) If you think the statement is TRUE go to 3.

b) If you think the statement is FALSE go to 7.

5. Correct. Mediation is not always the best strategy for a conflict in the workplace. And that’s why it is important to ensure a discovery session is completed before a mediation. During a discovery session, the root cause of the conflict is identified and strategies to address the root cause are then outlined. Strategies could include training, a structure review or a process improvement and they could be just as important to manage the conflict. Sometimes, taking a multi-pronged approach to managing the conflict is best. Go to 4.

6. If an agreement is not reached in a mediation, the session has not provided any benefit.

a) If you think the statement is TRUE go to 2.

b) If you think the statement is FALSE go to 9.

7. Incorrect. In the first instance encourage employees to address their own issues as this develops their conflict management skills. Encourage Jason to speak directly with Kerri. You may need to help Jason plan what he wants to say to Kerri and you could also offer to be part of a mock conversation; this will help build Jason’s confidence to address the matter with Kerri. Sometimes, employees may not realise their actions have offended someone so it’s important matters like this are addressed by those directly involved and not a third party. Go to 6.

8. Incorrect. Mediation is not always the best strategy to manage conflict in the workplace. Other strategies such as training to address skill deficits, making a process improvement or reviewing the structure of the business could be just as important to manage the conflict. Sometimes, taking a multi-pronged approach to managing the conflict is best. It’s important to ensure a discovery session is completed before a mediation occurs. During a discovery session, the root cause of the conflict is identified as are strategies to address the root cause. Go to 4.

9. Correct. If mediation was a suitable strategy to manage a conflict and the process has been run well, participants will have received benefits by having an opportunity to explain their issues, hear the issues of their colleague and gain an understanding of their colleague’s thinking. There may be time when mediation participants agree to disagree but at least they have a better understanding of how and why their colleague is thinking a particular way. Go to 10.

10. Conflict management is up to all employees – not just supervisors, managers and owners. If you believe your staff could benefit from managing workplace conflict better, source training to close their conflict management skill gaps.

 

Andrea (162 Posts)

Andrea Doyle MHRM, Accredited Mediator – NMAS
Workplace Mediator, Conflict Manager
Author, Presenter
DOYLESolutions

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