Managing Conflict and Stress

Chapter 17

What is Conflict?

• Conflict—struggle between people with opposing needs, wishes, or demands

Myth TruthConflicts is dysfunctional

Conflict is a normal part of life

All conflicts can be resolved

Most conflicts can at least be managed

Conflicts will go away if ignored

Conflict can motivate change

Conflicts result in a winner and a loser

Conflict can strengthen relationships

Positive Effects of Conflict

• Energizes people

• Opens up channels of communication that may not already exist

• Parties involved can learn from the experience

Negative Effects of Conflict

• Anger/Resentment can make it difficult for a working relationship to continue

• Unresolved conflicts can lead to misconceptions about parties involved

• Ongoing conflict makes it difficult to focus on jobs

Types of Business Conflict

• Interpersonal Conflict– Between individuals that perceive or value a

situation differently

• Intergroup Conflict– Between groups/teams/departments within an

organization

• Organizational Conflict– Between employees and the organization

itself

Managing Conflict

• Create positive atmosphere– Parties involved can meet in a quiet, neutral setting

• Keep an open mind– Don’t take one side or the other unless absolutely

necessary– Be nonjudgmental

• It may not be important to you, but it is to others

• Encourage employees to work together to resolve conflicts before they escalate

Stress in the Workplace

• Stress– Any physical, chemical, or emotional factor

causing bodily harm or mental tension– “Workplace stress could be the #1 health

problem in the U.S.” (former pres. of American Institute of Stress)

Effects of Stress

• Positive Effects– Some enjoy high pressure situations

• Get bored without some stress/pressure

– Can be motivating in the right dose– Can lead to greater productivity

• Negative Effects– Emotional– Physical– Burnout….lose interest in job

Sources of Workplace Stress

• Job mismatch

• Conflicting expectations

• Role ambiguity

• Role overload

• Poor working conditions

• Unsatisfying work relationships

• Alienation

Managing Stress

• Employer assistance with employee personal problems is increasing

• Identifying stress early can save a great deal of both money and anxiety

• EAP—Employee Assistance Program– Puts employees in touch with professionals

• Social worker, psychologist, counselor, etc• All confidential

• Wellness Programs– Company sponsored programs to prevent illness and enhance

employee well being• Educational programs• Medical exams• Workout facilities

Stress Management

• Approach problems with a positive outlook

• Communicate when problems begin

• Reward yourself for even small accomplishments

• Take time for yourself– Enjoy the ride, not just the destination!