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Psychometrics Canada Ltd. 800-661-5158 www.psychometrics.com

Warrig Egs,Txic Iiviuals,Feeble LeaershipA study o confict in the Canadian workplace

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Frewr

A S T u d y o F C o n F L I C T I n T H E C A n A d I A n W o R K P L A C E

Conict...What i we are both right?

Loesje

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The Research

A S T u d y o F C o n F L I C T I n T H E C A n A d I A n W o R K P L A C E

The most intense conicts, i overcome, leave behind a sense o security and calm that is not easily disturbed. It

is just these intense conicts and their conagration which are needed to produce valuable and lasting results.

Carl Gustav Jung

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Exective Smmar

A S T u d y o F C o n F L I C T I n T H E C A n A d I A n W o R K P L A C E

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Freqec, Case, Eect

Do you have to deal with confict in the workplace?

A S T u d y o F C o n F L I C T I n T H E C A n A d I A n W o R K P L A C E

yes, alwas

5.9%

yes, reqetl

31.5%

yes, ccasiall

61.7%

n, ever

0.8%

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What negative outcomes o workplace confict have you witnessed?

A S T u d y o F C o n F L I C T I n T H E C A n A d I A n W o R K P L A C E

Peple let the rgaizati

Persal islts /attacks

Sickess / absece

Peple were re

81%

77%

76%

43%

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What are the main causes o confict?

A S T u d y o F C o n F L I C T I n T H E C A n A d I A n W o R K P L A C E

Persalit clashes / warrig egs

Stress

Pr leaership rm the tp the rgaizati

Lack hest a peess

Clash vales

86%

73%

67%

64%

59%

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dealig with Cfict

Whose ultimate responsibility is it to ensure confict is managedmore eectively?

A S T u d y o F C o n F L I C T I n T H E C A n A d I A n W o R K P L A C E

Seir leaership /

exectives15%

Evere

66%

Maagers

11%

Mie

7%

HR

1%

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What training have you received on managing workplace confict?

A S T u d y o F C o n F L I C T I n T H E C A n A d I A n W o R K P L A C E

Frmal traiig i cfict maagemet

Irmal peer-t-peer cachig

Relatiship maagemet traiig

Meiati skills traiig

Avice rm the iteret

HR Pressials

52%

37%

37%

29%

13%

17%

12%

11%

9%

7%

7%

56%

Emplees* *Emplee sample rm Fight, fight r ace it a reprt

athre b bsiess pschlg rm oPP.

ne

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P AGE 1 0P AGE 1 0P AGE 1 0

Leaig Thrugh Cfict

How important is confict handling as a management / leadership skill?

How eective is managment / leadership at dealing with confict?

A S T u d y o F C o n F L I C T I n T H E C A n A d I A n W o R K P L A C E

Eective

13%

Ver eective

4%

Smewhat eective

64%

nt at all

18%

Ver imprtat

32%

Criticall imprtat

61%

Imprtat

6%

Smewhat imprtat

< 1%

nt imprtat at all

0%

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What could managers do to address confict at work more eectively?

A S T u d y o F C o n F L I C T I n T H E C A n A d I A n W o R K P L A C E

Be a mel the right behavirs

Imprve csltati i a-t-a maagemet

Ieti a aress erlig tesis bere thigs g wrg

Act as meiatrs whe cfict evelps

Prvie mre clarit ver whats expecte

nt let their egs get i the wa

Maage txic iivials wh create cfict mre rml

84%

83%

77%

75%

57%

56%

50%

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dieret Evirmets - dieret nees?

1. Identiy and address underlying tensions beore things go wrong.

2. Be a model o the right behaviors.

Percent o respondents in various work sectors who indicated what

managers could do to address confict at work more eectively.

A S T u d y o F C o n F L I C T I n T H E C A n A d I A n W o R K P L A C E

83.5%

84%

80.6%

89.1%

84.8%

80%

83.6%

87%

Bsiess

Gvermet

Ecati

nt-Fr-Prt

Ieti a aress erlig tesis bere thigs g wrg

Be a mel the right behavirs

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P AGE 1 3P AGE 1 3P AGE 1 3

Beetig rm Cfict

What positive outcomes have you experienced rom workplace confict?

A S T u d y o F C o n F L I C T I n T H E C A n A d I A n W o R K P L A C E

77%

57%

54%

40%

31%

Better erstaig thers

Better sltis t prblems a challeges

Majr ivati / iea was br

Imprve wrkig relatiships

ne, psitives

Higher perrmace i the team

Icrease mtivati

21%

13%

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P AGE 1 5P AGE 1 5P AGE 1 5

Collaborating Two heads are better than one

Compromising Lets make a deal

How to eectively manage confict

1

2

3

4

5

A S T u d y o F C o n F L I C T I n T H E C A n A d I A n W o R K P L A C E

I argue very well. Ask any o my remaining riends. I can win an argument on any

topic, against any opponent. People know this, and steer clear o me at parties. Oten,

as a sign o their great respect, they dont even invite me.

Dave Barry

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Isights

Conict is unavoidable

Conict can have negative consequences

Conict can have positive benefts

Managing conict is an important leadership skill

Dealing with conict is everyones responsibility

A S T u d y o F C o n F L I C T I n T H E C A n A d I A n W o R K P L A C E

Whenever youre in conict with someone, there is one actor that can make the di-

erence between damaging your relationship and deepening it. That actor is attitude.

William James

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P AGE 1 7P AGE 1 7P AGE 1 7

Psychmetrics Caaa

A S T u d y o F C o n F L I C T I n T H E C A n A d I A n W o R K P L A C E

Psychometrics Canada Ltd. 800-661-5158 www.psychometrics.com

2009 Psychometrics Canada Ltd

ConFLICT STudy