Conflict in the

Workplace
Proactive Management Strategies
Shirley Noseworthy
Business Co-operative Education
 Scenario #1
 As the new employee on the block at your
work term placement you often depend on
your co-workers for guidance. Over the
initial weeks you note that your approach to
your work and that of your co-workers
differs. You find that you are being singled
out by your co-workers and isolated from
the group.
 Scenario #2
 You have been working with your work
term employer for 3 weeks when one of
your co-workers approaches you for a
date. You refuse, but the co-worker
consistently makes advances toward you.
Often she makes jokes and suggestions
that are directed at you and you are
increasingly uncomfortable.
 Scenario #3
 You have submitted your work term report
proposal to the co-op office and received
approval for the project. Your supervisor
however, feels that the scope of the project
is beyond what he would like you to work
on and proposes a project much more
narrow in focus.
 What is Conflict?

Conflict is an emotional reaction to

a situation or interaction that signals
disagreement of some kind.  The
emotions felt might be fear, sadness,
bitterness, anger, or hopelessness. 
It must be expressed or articulated
and can involve an attempt to make
something happen at someone
else's expense or it can be
conciliatory, but the purpose is to
get one's needs met.
 Causes of Conflict
 Misunderstandings
 Personality
clashes
 Competition for
resources
 Authority issues
 Lack of co-
operation
 Differences of
opinion
 Low performance
 Values or goal
differences
 Healthy or Harmful?
 Helpful if….  Harmful if….
 Gets issues to the  Diverts energy
table for discussion from important
 Builds issues & tasks
cohesiveness  Deepens
 Helps people differences in
reassess values
procedures and  Weakens or
rules destroys morale
 Encourages team  Polarizes groups
to discuss issues
and find solutions
Typical Responses to Conflict
 Avoid the person  Fight it out
 Change the  Pretend to agree
subject  Try to find
 Try to understand common ground
the other person’s  Admit that you are
point of view wrong
 Find a  Turn the conflict
judge/arbitrator into a joke
 Play the martyr  Work toward a
 Give in mutually agreeable
 Apologize solution
 Whine or complain
 Realities of Conflict

 Conflicts and disagreements will

happen.
 Many conflicts can be resolved
easily.
 There are some unavoidable
conflicts that should not be
suppressed or smoothed over.
 Resolution of conflict does not have
to result in a win-lose situation.
 Conditions for a Positive
Resolution
 Commitment to find a
resolution
 Trust
 Belief that there is
more than one way to
look at the issue
 Belief that a solution
exists
 Commitment to stay in
the communication
process
Steps to Win-Win Results
 Ensure everyone
involved in the conflict
is involved in the
resolution process.
 Identify why a solution
is necessary?
 Help each party see
the problem from the
other’s point of view.
 State what you want
and repeat what you
hear.
 Steps to Win-Win Results
 Identify the key
issues and
concerns.
 Determine what
would constitute
an acceptable
solution.
 Agree to the
resolution and a
follow-up
meeting.
 Scenario #1
 As the new employee on the block at your
work term placement you often depend on
your co-workers for guidance. Over the
initial weeks you note that your approach to
your work and that of your co-workers
differs. You find that you are being singled
out by your co-workers and isolated from
the group.
 Scenario #1 - Resolution

 Try to understand why you are

being isolated
 Modify your behaviours, if
necessary
 Talk to your co-workers about
how you are feeling
 Talk to your supervisor if efforts
toward resolution fail
 Scenario #2
 You have been working with your work
term employer for 3 weeks when one of
your co-workers approaches you for a
date. You refuse, but the co-worker
consistently makes advances toward you.
Often she makes jokes and suggestions
that are directed at you and you are
increasingly uncomfortable.
 Scenario #2 - Resolution

 Explain to your co-worker that

her behaviour is unwelcome
 If behaviour continues,
document incidents
 Advise your co-operative
education co-ordinator or your
supervisor, particularly if the
behaviour continues
 Scenario #3

 You have submitted your work

term report proposal to the co-
op office and received approval
for the project. Your supervisor
however, feels that the scope of
the project is beyond what he
would like you to work on and
proposes a project much more
narrow in focus.
 Review of Work Term
Learning Objectives
 University learning objectives
 Employer objectives
 Your own personal and
professional learning objectives
 Consider scenarios in the
light of objectives
 University’s Learning Objectives

 Professional attitudes and behaviour

 Interpersonal skills and maturity
 An ability to work on a team
 An ability to be self-motivated
 An understanding of professionalism
and Ethics
continued/………..
 University’s Learning Objectives

 An understanding of the broader

environment
 An ability to manage a work-related
project
 A clearer understanding of career
alternatives
 Technical skills appropriate to the
position
 Employer Objectives

 Specific for the work term

 Functional
 Project

 Human resource development

 Source for long-term hires
 Market related
 Other
 Personal and Professional
Learning Objectives
 Attitudes and behaviors
 Skills and knowledge
 Career assessment
 Career building blocks
Scenario 1 – Not enough work

It’s been a month since you

started your work term and you
feel that you have not been
provided with enough
challenging work. Your options
are:
 Scenario 1 - Options

1. Surf the web and chat on the

phone
2. Inform your supervisor that you
have time available to do other
tasks
3. Ask your supervisor what
projects you could undertake
4. Sit at your desk and feel frustrated
5. Suggest possible projects or
tasks to your supervisor
6. Contact your coordinator
 Scenario 2 – Work Report
Conflict
 Your employer has assigned a
work report topic. You complete
and submit your proposal to the
university and find that your
assigned marker does not agree
with the methodology your
supervisor has instructed you to
use and has denied approval:
 Your options are:
 Scenario 2 – Options

1. Submit a new proposal conforming

with marker’s requirements
2. Complete two reports, one for the
employer and the other for the marker
3. Inform the marker of the employer’s
requirements and the employer of the
marker’s concerns and strike a
compromise
4. Ask your coordinator to intervene
 Scenario 3 – Lack of
Feedback and Guidance
You are about a month into the work
term and are becoming increasingly
concerned with the lack of
performance feedback and guidance
from your supervisor who seems to
have very little time to spend with
you. Those around you are working
on different work and you feel
hesitant about approaching them.
Options?
 Scenario 3 – Options

1. Continue to live and work in

uncertainty
2. Consult with others around you
as to how you should proceed
3. Ask your supervisor for a
specific time when you can
discuss progress
4. Provide your supervisor with a
written update on a regular basis
 Other Situations
 Appropriate dress and grooming
 Personal activities at work
 Telephone, computer, internet, email
 Job differs from interview and job
description
 Dealing with time off
 Emergencies; Family events; Taking
holidays; Working to objectives or to the
clock
 Conflict of work and personal activity
 Developing an awareness of broader
environment
 Work report topic selection
 Confidentiality