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WorksheetsConflict Management
Total questions: 10
Worksheet time: 7mins
As a manager, what should you do to resolve conflict?
Talk to people separately
Bring everyone together and talk
Have a neutral third party present during discussions
Admit that everyone involved is right
For a manager, part of conflict resolution is to:
Wait until someone quits
Acknowledge the emotions
Transfer the most troublesome employee
Ignore the emotions and get to the facts
One of the ground rules for solving conflicts is to:
Ensure that everyone is heard
Use nonverbal communication
Rely on adults behaving properly
Maintain a sense of humor
To keep a conflict resolution meeting controlled and productive you should:
Allow participants to leave whenever they want
Use a stopwatch to establish time limits
Take notes on what each person says
State ground rules
To discover viewpoints concerning conflict:
Send out a questionnaire
Ask open-ended questions
Hold individual interviews with participants
Survey everyone using simple Yes-No questions
What would you do if one of the parties in the conflict would not open up and talk?
Ask more open-ended questions
Assume that person is disinterested
Allow private conversations among participants
Suggest solutions and ask for a show of hands
How do you get conflicting parties to agree on the problem?
Agreement is not necessary to resolve the problem
Warn them of consequences if there is not agreement
Suggest solutions and ask for a vote
Paraphrase what you hear
As a manager, how do you define the problem that is causing the conflict?
Restate the differing points of view for clarification
Record the group discussion and study it afterwards
Put people in small groups to brainstorm solutions
Encourage emotional outbursts (arrebatos emocionales) to relieve stress
After the team has defined the problem you will:
Invent a solution
Create a plan of action
Change operating procedures
Assign blame and responsibility
If you create an action plan to resolve the problem you should:
Submit it for approval
Focus on changing behaviors
Have all parties sign the plan document
Let everyone vent personal frustrations
