SITXCOM010

Manage conflict

POWERPOINT PRESENTATION
Resolve Conflict
Resolve Conflict
Conflict management and resolution is not only a mandate when it comes to service sectors
but also critical when it comes to shaping public perceptions. Effective conflict resolution helps
in restoring the loyalty and trust of your existing customer base and impacts the patronage of
new customers.
From a workplace perspective, effective management of a conflict situation restores trust and
harmony among the existing workforce. Also, it lays a strong foundation for the organisation to
become an employer of choice. This is because employee interests are safeguarded, ensuring
employee satisfaction.
 2.1 Arrive at Mutual Agreement on Conflict Details With
All Parties and Assess Impact of Conflict
The first step toward resolving a conflict is for the parties involved to arrive at a mutual
agreement on the issue. It is crucial because any level of agreement in a situation of
disagreement is a positive sign.
The next step, impact assessment, helps understand the conflict’s implications that continue or
remain unresolved. It makes it easier for the manager to take appropriate decisions depending
on what and how much is at stake.

2.1 Arrive at Mutual Agreement on Conflict Details With All Parties and Assess Impact of Conflict
 2.1 Arrive at Mutual Agreement on Conflict Details With
All Parties and Assess Impact of Conflict
Besides brand perception and reputation, you also need to assess the other factors impacted
by the conflict. These include financial loss, employee morale, lack of trust, loss of future
customers and drop in productivity. Making an impact assessment is a formal process, and it
needs to be written down and recorded for reference during the resolution-development stage.

2.1 Arrive at Mutual Agreement on Conflict Details With All Parties and Assess Impact of Conflict
 2.1.1 How to Arrive at Mutual Consensus on Conflict Details
Dealing with those involved in the conflict can be a challenge because conflict creates mental
stress and builds negative emotions within a person.
People might be experiencing various emotions like anger, helplessness, distress or
disappointment, depending on the type of conflict they have encountered.
While communicating with conflict-impacted individuals, you need to factor in this and deal
with patience and empathy.

2.1 Arrive at Mutual Agreement on Conflict Details With All Parties and Assess Impact of Conflict
 2.1.1 How to Arrive at Mutual Consensus on Conflict Details
The introduction of the subchapter lists a few tips to follow to arrive at a mutual agreement on
the conflict. Below are a few guidelines for agreeing on the nature of the conflict or issue:
• Listen.
• Empathise.
• Ask the right questions.
• Note down points of agreement.
• Reiterate.

2.1 Arrive at Mutual Agreement on Conflict Details With All Parties and Assess Impact of Conflict
 2.1.1 How to Arrive at Mutual Consensus on Conflict Details
The following chart captures things to do and things to avoid:

What to do What not to do

• Acknowledge views of all involved. • Do not lose patience.

• Keep the big picture in mind and do • Do not make any assumptions or be
what is best for the judgmental.
business/workplace.

2.1 Arrive at Mutual Agreement on Conflict Details With All Parties and Assess Impact of Conflict
 2.1.2 Applying Communication Techniques
Communication plays a major role in conflict management.
As a part of resolving conflict, your dialogue with the stakeholders becomes an ongoing
process. This is especially important when you are mediating between parties in conflict. At this
stage, communication techniques come to the forefront: how you communicate becomes as
important as what you communicate.

2.1 Arrive at Mutual Agreement on Conflict Details With All Parties and Assess Impact of Conflict
 2.1.2 Applying Communication Techniques
The graphic representation outlines six communication techniques that can have a significant
impact on the dialogue outcome:

Active listening

Demonstrating empathy

Non-verbal cues

Language style

Questioning techniques

Techniques appropriate to different social and cultural groups

2.1 Arrive at Mutual Agreement on Conflict Details With All Parties and Assess Impact of Conflict
 2.1.2 Applying Communication Techniques
• Active listening
This effective technique allows you to understand the emotions behind a conflict and
respond in an encouraging and unbiased manner. Here are a few principles that may be
applied to execute this technique:
o Personal feelings and prejudices should be set aside.
o Maintain eye contact and use positive body language.
o Everyone involved in the conflict should be allowed and encouraged to speak.
o Pay attention to the speaker's tone to understand the emotions behind the words. It
could be anger, frustration, disappointment, threat, sadness or anything else.
o Demonstrate patience towards the other person.

2.1 Arrive at Mutual Agreement on Conflict Details With All Parties and Assess Impact of Conflict
 2.1.2 Applying Communication Techniques
• Emphatising with the person’s situation while upholding organisational policy
Empathising makes finding a resolution easier and helps bond with those involved in the
conflict.
Senior personnel, supervisors and managers in the organisation should have the ability to
understand and share the feelings of others.
However, you should be mindful of organisational policies and take a realistic approach
while connecting and empathising with a situation or a person.

2.1 Arrive at Mutual Agreement on Conflict Details With All Parties and Assess Impact of Conflict
 2.1.2 Applying Communication Techniques
• Non-verbal communication
Senior personnel, supervisors and managers in the organisation should use non-verbal
communication when resolving disputes at work.
Non-verbal communication includes facial expressions, body language, gestures and tone
of voice to express what they mean.
This allows all parties involved in the conflict to feel safe and understood during the
conflict resolution process.

2.1 Arrive at Mutual Agreement on Conflict Details With All Parties and Assess Impact of Conflict
 2.1.2 Applying Communication Techniques
• Recognition of non-verbal signs
People often express themselves through non-verbal gestures, expressions and postures
during disputes and conflict situations.
Senior personnel, supervisors and managers in the organisation should be able to
recognise non-verbal signs when resolving disputes at work.
This requires them to recognize changes in facial expression, body language, gestures, tone
of voice and other non-verbal cues of the parties involved.

2.1 Arrive at Mutual Agreement on Conflict Details With All Parties and Assess Impact of Conflict
 2.1.2 Applying Communication Techniques
Some important non-verbal communication cues include:

Body movement and

Facial expressions Gestures
posture

Presence or absence of Invasion of physical

Voice tonality.
eye contact space

2.1 Arrive at Mutual Agreement on Conflict Details With All Parties and Assess Impact of Conflict
 2.1.2 Applying Communication Techniques
• Language style
While what is being said states the obvious, a better understanding of how it is said often
shows insight into the specific emotions experienced by a person.
Emotions like anger, aggression, lack of confidence, distrust, fear or anxiety can be gauged
by how a person conveys a message.
Senior personnel, supervisors and managers in the organisation must use proper language
style to resolve disputes at work.

2.1 Arrive at Mutual Agreement on Conflict Details With All Parties and Assess Impact of Conflict
 2.1.2 Applying Communication Techniques
• Questioning techniques
Questioning techniques should be directed towards getting a specific response in
communication techniques.
There can be many techniques in the industry. Yet, there are four most common
questioning techniques in a conflict context.

2.1 Arrive at Mutual Agreement on Conflict Details With All Parties and Assess Impact of Conflict
 2.1.2 Applying Communication Techniques
The four most common questioning techniques are shown in the figure below.

Closed-ended The response to such questions is just one word, like yes or no.
Example: Will you deliver the product today?

Open-ended The response is elaborate and detailed.

Example: What was the issue?

Leading The answers to these questions should be among the choices.

Example: Would you prefer product A or B as both have same benefits?
When you need more details on a particular discussion, probing questions
Probing are used.
Example: Whom do you need to share the information?

2.1 Arrive at Mutual Agreement on Conflict Details With All Parties and Assess Impact of Conflict
 2.1.2 Applying Communication Techniques
• Techniques appropriate to different social and cultural groups
The communication techniques will differ for the social groups and cultural groups.
Social groups are groups composed of two or more people who interact with each other
because of common social characteristics.
Meanwhile, cultural groups refer to people sharing similar cultural beliefs.

2.1 Arrive at Mutual Agreement on Conflict Details With All Parties and Assess Impact of Conflict
 2.1.2 Applying Communication Techniques
Here are a few things to keep in mind while communicating with cultural groups:

Build rapport with your clients and gain knowledge about their culture for ease of communication.

Keep language simple and understandable to avoid miscommunication.

Be cautious about using non-verbal communication, as it differs across cultural groups.

Ensure that you stay within the prefered personal space limitations of the person you are interacting
with.

2.1 Arrive at Mutual Agreement on Conflict Details With All Parties and Assess Impact of Conflict
 2.1.2 Applying Communication Techniques
Here are a few things to keep in mind while communicating with cultural groups:

Some cultures use silent pauses to express respect and use them to indicate that they are listening to the
speaker.

Many cultures tend to avoid eye contact as a sign of recognising and respecting hierarchy.

Be attentive, show patience and avoid interrupting in between conversations.

2.1 Arrive at Mutual Agreement on Conflict Details With All Parties and Assess Impact of Conflict
 2.1.2 Applying Communication Techniques
The following are a few tips to consider while communicating with social groups:

Put less emphasis on meeting timelines.

Use ‘person-first’ language when referring to persons with disabilities, e.g., ‘person with a speech
impediment’ instead of ‘a mute person’.

Use gender-neutral job terms whenever possible to avoid gender stereotypes.

Consider your choice of words when interacting with different age groups.

Avoid jargon for ease of conversations.

Religious protocols should be respected during your interactions.

2.1 Arrive at Mutual Agreement on Conflict Details With All Parties and Assess Impact of Conflict
 2.1.3 Need to Assess Impact of Conflict in Possible Areas
Recording details of the possible impact of conflict on the business or workplace environment
helps assess the impact of conflict in possible areas.
The chart below visually shows the possible adverse effects of any conflict situation.

Adverse Impacts
Drop in productivity
Loss of customers
Low employee morale
Reputation damage
Financial loss
Customer satisfaction

2.1 Arrive at Mutual Agreement on Conflict Details With All Parties and Assess Impact of Conflict
 2.1.3 Need to Assess Impact of Conflict in Possible Areas
It is important to identify the conflict areas and assess their impact. The areas where impact
needs to be assessed include the following:
• Customer relations or satisfaction
The impact can be enormous in this area. The customer is the king of any business. Their
opinion is based on their satisfaction level.
• Business reputation
The product and service feedback defines the business reputation and impacts the
business outlook. This may affect how the organisation provides products and services.

2.1 Arrive at Mutual Agreement on Conflict Details With All Parties and Assess Impact of Conflict
 2.1.3 Need to Assess Impact of Conflict in Possible Areas
The areas where impact needs to be assessed include the following:
• Personal safety of customers or parties involved
The impact in this area is high. It defines how the business treats its customers. It also
determines how the company is prepared to protect its customers.
• Interpersonal relations among colleagues
The impact is high in this area. There will be conflict among the colleagues, and thus this is
inevitable. This kind of conflict can only be managed through guidelines in the
organisation.

2.1 Arrive at Mutual Agreement on Conflict Details With All Parties and Assess Impact of Conflict
 2.1.3 Need to Assess Impact of Conflict in Possible Areas
Assessment of impact due to the conflict should be measured to understand the effort required
to control the damage. While assessing, the factors to consider are as follows:

• The root cause that lead to conflict

Source of conflict
• The starting point that triggered the conflict

• The situation involving the place and people around

Environment
during the conflict

Motive • The reason why the conflict was initiated or created

• The loop holes in the organisational policy

Gaps in policy
• Need to update policy regularly and periodically

2.1 Arrive at Mutual Agreement on Conflict Details With All Parties and Assess Impact of Conflict
 2.1.3 Need to Assess Impact of Conflict in Possible Areas
The process of assessing the impact of the conflict includes the following steps:

Identify conflict. Gather evidence. Assess environment.

Assess impact. Manage conflict.

2.1 Arrive at Mutual Agreement on Conflict Details With All Parties and Assess Impact of Conflict
 2.2 Manage Conflict in Line With Own Role and
Responsibilities and Organisational Procedures
Every organisation or business has their own unique set of rules, policies and procedures. Any
attempt to resolve a conflict situation must be considered since organisational procedures and
policies cannot and must not be compromised when resolving conflict.
The organisational policy is the guideline that includes all the provisions to be followed for
every process in the organisation.
Organisational procedures refer to the set of rules and regulations to be followed to carry out
any work in the organisation.

2.2 Manage Conflict in Line With Own Role and Responsibilities and Organisational Procedures
 2.2 Manage Conflict in Line With Own Role and
Responsibilities and Organisational Procedures
While managing conflicts, each role has its own limitations. These can be understood from the
organisational policies and procedures.
The conflict management policy will have certain roles assigned to manage conflict at various
levels. This helps determine the limitations of each role.
However, even with these limitations, it is advisable to be aware of different organisational
policies and processes for complaint-related issues like product exchanges, refunds,
replacements, transfers or cancellations.

2.2 Manage Conflict in Line With Own Role and Responsibilities and Organisational Procedures
 2.2 Manage Conflict in Line With Own Role and
Responsibilities and Organisational Procedures
Roles refer to the title given to an employee in the organisation.
Responsibilities refer to the list of duties that are attached to the role.
As a staff member witnessing conflict, you must consider your role in the organisational
hierarchy. When it comes to conflict situations among colleagues, the manager would usually
first address the issue.

2.2 Manage Conflict in Line With Own Role and Responsibilities and Organisational Procedures
 2.2 Manage Conflict in Line With Own Role and
Responsibilities and Organisational Procedures
If there is no resolution, then it is referred to the HR department that is authorised to handle
such cases. These days, businesses hire a dedicated team of social media image consultants to
focus solely on discouraging negative tweets or comments related to their business.

2.2 Manage Conflict in Line With Own Role and Responsibilities and Organisational Procedures
 2.2.1 Organisational Procedures: A Brief Overview
Every business or organisation has its own unique policies and procedures to address customer
grievances and conflicts.
These procedures safeguard the organisation’s interest and provide a roadmap to be followed
for day-to-day operations. They also ensure compliance with prevalent regulations and laws
besides coming in handy during decision-making.
Dealing with conflict might not be the most pleasant experience, but being guided by a robust
policy helps maintain a positive work culture within the organisation.

2.2 Manage Conflict in Line With Own Role and Responsibilities and Organisational Procedures
 2.2.1 Organisational Procedures: A Brief Overview
Procedures and policies are beneficial in several ways:
• Helping minimise conflict with an established conflict resolution process
• Helping employees through self-empowerment
• Promoting transparent, clear-minded discussions
• Developing training material

2.2 Manage Conflict in Line With Own Role and Responsibilities and Organisational Procedures
 2.2.1 Organisational Procedures: A Brief Overview
Every organisation also has its unique policies and procedures related to its business and
customers. These include refund policy, exchange policy, cancellation policy and replacement
policy.
These policies and procedures define the action plan, ensure compliance with the law, outline a
sequence of steps to be followed for customer complaints and act as a handy tool for
employees.

2.2 Manage Conflict in Line With Own Role and Responsibilities and Organisational Procedures
 2.2.1 Organisational Procedures: A Brief Overview
The graphic visual below highlights the key benefits of organisational procedures and policies.

Set out who can make decisions.

State what staff can expect.

Safeguard business interests.

Protect customer interests.

2.2 Manage Conflict in Line With Own Role and Responsibilities and Organisational Procedures
 2.2.2 Understanding Own Role, Responsibility and Limitations
An example of a simple process in managing a conflict situation is shown in the figure below.

Own role, responsibility Organisational policy and

Appropriate action
and limitations procedures

2.2 Manage Conflict in Line With Own Role and Responsibilities and Organisational Procedures
 2.2.2 Understanding Own Role, Responsibility and Limitations
The following is an example of a simple process in managing a conflict situation:
1. Own role, responsibility and limitations
While managing the conflict situation, you should consider your own role and
responsibilities. You must also understand the limitations of your role.
Once these are known, you will be able to understand better and manage the situation.
2. Organisational policy and procedures
These procedures will have provisions for each role clearly defined. You must refer to the
organisational policies and procedures and manage conflict accordingly.

2.2 Manage Conflict in Line With Own Role and Responsibilities and Organisational Procedures
 2.2.2 Understanding Own Role, Responsibility and Limitations
The following is an example of a simple process in managing a conflict situation:
3. Appropriate action
Within the limitations of their roles and responsibilities, managers should take the
appropriate action to manage conflict. This will come in handy while taking the
appropriate action.

2.2 Manage Conflict in Line With Own Role and Responsibilities and Organisational Procedures
 2.2.3 Conflict Resolution Techniques
There are various conflict resolution techniques in the industry. The most common techniques
are shown in the figure below.

Assertiveness

Negotiation

Use of appropriate communication

Acknowledging view of all involved parties

Providing them with opportunities to express themselves

2.2 Manage Conflict in Line With Own Role and Responsibilities and Organisational Procedures
 2.2.3 Conflict Resolution Techniques
There are various conflict resolution techniques in the industry. The most common techniques
are shown in the figure below.

Responding to all involved parties in a sensitive manner

Responding to all involved parties courteously

Responding to all involved parties respectfully

Responding to all involved parties discreetly

Minimising the impact of conflict on other colleagues and customers

2.2 Manage Conflict in Line With Own Role and Responsibilities and Organisational Procedures
 2.3 Seek Solution to Conflict Within Own Role and
Responsibilities
Organisational policies and procedures include guidelines on the level of intervention and
authorised staff members to record conflict details and engage in its resolution.
Individual accountability refers to taking responsibility for your own action. It is required to
ensure that the parties own conflict. This will avoid any further confusion.
It is also necessary to leverage self-help within the boundaries of professional responsibility.

2.3 Seek Solution to Conflict Within Own Role and Responsibilities

 2.3.1 Managing Conflicts Responsibly
Taking accountability for the situation is a prerequisite for both an individual and a
professional. This includes:

Understanding viewpoints Engaging within own role

Seeking assistance.
of all parties involved and responsibilities

2.3 Seek Solution to Conflict Within Own Role and Responsibilities

 2.3.2 Seeking Assistance to Manage Conflict
Any situation involving a conflict must be attended to on priority so that further damage or
consequences can be contained and the initial steps towards resolution can be taken.
As observed so far, seeking timely assistance ensures additional support and expertise in
dealing with a situation.
Identifying situations that call for extra help and understanding the process of seeking
assistance are two key aspects of seeking assistance to manage a conflict situation.

2.3 Seek Solution to Conflict Within Own Role and Responsibilities

 2.3.2 Seeking Assistance to Manage Conflict
• When to seek assistance
The following situations illustrate typical scenarios where you would need to seek
assistance to take charge or prevent further damage or escalation:

Threat to personal Damage to business

Financial implications
safety reputation

Organisational
Legal implications
hierarchy

2.3 Seek Solution to Conflict Within Own Role and Responsibilities

 2.3.2 Seeking Assistance to Manage Conflict
• How to seek assistance
Depending on the nature of the conflict, different kinds of assistance will be needed from
the right resources. The various sources of assistance include the following:

Police

Internal security staff

Mediator or counsellor

Colleagues

2.3 Seek Solution to Conflict Within Own Role and Responsibilities

 2.3.2 Seeking Assistance to Manage Conflict
• How to seek assistance
The following are a few tips on seeking assistance:
o Keep relevant details about your resources in an area visible to your employees.
o Consider ways to communicate the details of the conflict to your resource.
o Follow protocols while seeking assistance as mentioned in the organisational policies
and procedures.

2.3 Seek Solution to Conflict Within Own Role and Responsibilities

 2.4 Identify and Evaluate Impact of Conflict on Business
Reputation and Legal Perspective
Conflicts can start as a minor disagreement over a subject or matter. When left unattended,
conflicts can lead to a larger challenge and have severe consequences.
Besides impacting the morale and productivity of the individuals involved, a conflict can have
larger and more impactful consequences on the business’s reputation and legal obligations for
the company.

2.4 Identify and Evaluate Impact of Conflict on Business Reputation and Legal Perspective
 2.4 Identify and Evaluate Impact of Conflict on Business
Reputation and Legal Perspective
Business reputation refers to the image that customers have about the business.
A positive perception among the public will help the business flourish, while a negative
perception can stop the business from getting better or even cause it to close shop.
The impact of a conflict on business reputation can be identified through surveys, sales
numbers and public reviews on social media platforms.
Business reputation has a significant effect on business health and growth. Industry peer
perspective, customer reviews and customer experience together directly impact the
reputation of any business.

2.4 Identify and Evaluate Impact of Conflict on Business Reputation and Legal Perspective
 2.4 Identify and Evaluate Impact of Conflict on Business
Reputation and Legal Perspective
Legal liabilities are formal legal obligations for an organisation involving court proceedings,
which can again hurt the business’s reputation.
Legal obligations can lead to a company being required to compensate a client for proven
damages related to a product, service, or physical or mental well-being. They can also result in
temporary or permanent suspension of a business operating license.
In short, legal consequences are serious as they directly impact the financial well-being of any
organisation or company.

2.4 Identify and Evaluate Impact of Conflict on Business Reputation and Legal Perspective
 2.4.1 Understanding Legal Obligations and Impact of Legal Liability for a Business
Every business or enterprise has a particular set of basic obligations towards different
organisation sections like shareholders, customers and employees. These obligations should be
fulfilled from legal and moral perspectives to ensure a healthy operating environment.
It is necessary to understand and be aligned with these rights from a consumers’ perspective
while dealing with a conflict situation.

2.4.1
2.4 Identify
Understanding
and Evaluate
LegalImpact
Obligations
of Conflict
and Impact
on Business
of Legal
Reputation
Liability for
anda Legal
Business
Perspective
 2.4.1 Understanding Legal Obligations and Impact of Legal Liability for a Business
The figure below shows some common legal obligations towards customers and employees for
any business.

Provide prompt and courteous service to customers.

Provide the right quality of goods or services available at reasonable prices.

Handle customer grievances sensitively and responsibly.

Avoid using unfair or unethical practices like adulteration, hoarding or short supply.

2.4.1
2.4 Identify
Understanding
and Evaluate
LegalImpact
Obligations
of Conflict
and Impact
on Business
of Legal
Reputation
Liability for
anda Legal
Business
Perspective
 2.4.1 Understanding Legal Obligations and Impact of Legal Liability for a Business
The figure below shows some common legal obligations towards customers and employees for
any business.

Pay fair wages to employees.

Provide reasonable benefits to employees like insurance, medical support and retirement benefits.

Provide safe and hygienic working conditions to employees.

2.4.1
2.4 Identify
Understanding
and Evaluate
LegalImpact
Obligations
of Conflict
and Impact
on Business
of Legal
Reputation
Liability for
anda Legal
Business
Perspective
 2.4.1 Understanding Legal Obligations and Impact of Legal Liability for a Business
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2.4.1
2.4 Identify
Understanding
and Evaluate
LegalImpact
Obligations
of Conflict
and Impact
on Business
of Legal
Reputation
Liability for
anda Legal
Business
Perspective
 2.4.1 Understanding Legal Obligations and Impact of Legal Liability for a Business
The following are some examples of consequences that result from conflict.
• Monetary compensation or loss
Imagine a situation involving defective goods that resulted in the customer facing
inconvenience, loss of time and subsequent loss of income. The customer can defend their
rights and seek financial compensation from the organisation.
Depending on the court verdict, the company may be obligated to bear the losses and
grant compensation to the customer. This results in financial loss for the organisation and
negative publicity. This, in turn, may impact future business for the organisation.

2.4.1
2.4 Identify
Understanding
and Evaluate
LegalImpact
Obligations
of Conflict
and Impact
on Business
of Legal
Reputation
Liability for
anda Legal
Business
Perspective
 2.4.1 Understanding Legal Obligations and Impact of Legal Liability for a Business
The following are some examples of consequences that result from conflict.
• Liability on operating norms
There are legal implications in situations where stringent rules exist. Examples are serving
alcohol to an intoxicated patron or an underage customer. This can result in fines and
penalties and result in operating licenses of the premise being suspended temporarily or
cancelled.
Similarly, adherence to laws is mandatory for places like pubs and discotheques, and any
non-compliance to these may impact its operating license. Businesses need to be very
mindful of prevailing laws and ensure total compliance.

2.4.1
2.4 Identify
Understanding
and Evaluate
LegalImpact
Obligations
of Conflict
and Impact
on Business
of Legal
Reputation
Liability for
anda Legal
Business
Perspective
 2.4.2 Process of Evaluating the Impact of Conflict on Business Reputation and
Legal Perspective
It is crucial to evaluate the impact of conflict on business reputation and legal perspective
through a systematic approach. The steps to be followed are given below.

Identify and list the impacts.

Understand and classify risks.

Analyse impacts.

Evaluate impacts.

2.4.1
2.4 Identify
Understanding
and Evaluate
LegalImpact
Obligations
of Conflict
and Impact
on Business
of Legal
Reputation
Liability for
anda Legal
Business
Perspective
 2.4.2 Process of Evaluating the Impact of Conflict on Business Reputation and
Legal Perspective
The following are the steps to take in evaluating:
1. Identify and list the impacts.
As a first step, identify and list the various impacts of the conflict on business reputation
and legal perspective. You will need to list every single reaction caused by the conflict
situation.
2. Understand and classify risks .
Once the impacts are listed, the managers should understand and classify the risk
involved as mild, high or severe.

2.4.1
2.4 Identify
Understanding
and Evaluate
LegalImpact
Obligations
of Conflict
and Impact
on Business
of Legal
Reputation
Liability for
anda Legal
Business
Perspective
 2.4.2 Process of Evaluating the Impact of Conflict on Business Reputation and
Legal Perspective
The following are the steps to take in evaluating:
3. Analyse impacts.
Based on the risk classification, managers should analyse the impacts on business
reputation.
4. Evaluate impacts.
Based on the analysis report, managers can evaluate the impacts on business reputation.
This can be based on customers’ reviews, vendors’ response to orders and productivity
impact before and after the conflict.

2.4.1
2.4 Identify
Understanding
and Evaluate
LegalImpact
Obligations
of Conflict
and Impact
on Business
of Legal
Reputation
Liability for
anda Legal
Business
Perspective
 2.5 Evaluate Options for Conflict Resolution Based on
Organisational Policies and Constraints
Once you know how conflict will affect your business if left unresolved, the next step is to
evaluate the resolution options to resolve it. However, while looking at resolution options, it is
necessary to factor in organisational policies and constraints, keeping the organisation’s best
interests in mind.
For example, in the case of a strong replacement demand from a customer, it is crucial to
understand if the organisation has a replacement policy in the first place.

2.5 Evaluate Options for Conflict Resolution Based on Organisational Policies and Constraints
 2.5 Evaluate Options for Conflict Resolution Based on
Organisational Policies and Constraints
There might be situations where the apparent solution might be undeniable and customer
aligned but may not be adhering to the business policies. It is important to understand
organisational constraints and manage the situation that will serve the business’s best interests
in such scenarios.
Not considering organisational policies or constraints is not only a deviation but also a
compromise on the values and interests of the business. It goes against the business vision and
open possibilities for repeat incidents of similar nature. Hence, it is crucial to understand these
and stay aligned to what is possible and what is not.

2.5 Evaluate Options for Conflict Resolution Based on Organisational Policies and Constraints
 2.5.1 Organisational Policies and Constraints
The following examples help in understanding and appreciating the importance of
organisational constraints and policies in the process of evaluating conflict resolution:

Replacement
Cancellation Code of Workplace
Refund policy or repair
policy conduct security policy
policy

2.4.1
2.5 Evaluate
Understanding
Options Legal
for Conflict
Obligations
Resolution
and Impact
Based of
onLegal
Organisational
Liability forPolicies
a Business
and Constraints
 2.5.1 Organisational Policies and Constraints
Below are the key benefits of understanding these organisational policies and constraints.
• Guidance
Policies and constraints act as a guide to achieve, safeguard or accomplish them. Conflict
management guides what could be possibly considered and what should be not
considered.
• Accountability
Policies ensure fairness in actions across an organisation, and constraints determine the
boundary within which they can operate. This results in an overall sense of accountability.
In the process, it also ensures compliance with prevalent laws and legal obligations.

2.4.1
2.5 Evaluate
Understanding
Options Legal
for Conflict
Obligations
Resolution
and Impact
Based of
onLegal
Organisational
Liability forPolicies
a Business
and Constraints
 2.5.1 Organisational Policies and Constraints
Below are the key benefits of understanding these organisational policies and constraints.
• Efficiency
Policies and constraints set clear expectations across an organisation, which helps drive the
business’s overall performance. Business operations become more efficient and effective
when policies and constraints are clearly stated and followed.
• Clarity
Policies, when followed correctly, enhance transparency as roles and responsibilities are
clearly understood and accepted by one and all – be it hierarchy or accountability.

2.4.1
2.5 Evaluate
Understanding
Options Legal
for Conflict
Obligations
Resolution
and Impact
Based of
onLegal
Organisational
Liability forPolicies
a Business
and Constraints
 2.5.2 Considerations in Evaluating Options for Resolving Conflict
There are a few areas to consider in evaluating options available to resolve the conflict. These
areas are shown in the figure below.

Organisational interest

Stakeholders’ interest

Sustainability of the solution

Organisational policies and procedures

Scope of responsibility

Constraints of each option

2.4.1
2.5 Evaluate
Understanding
Options Legal
for Conflict
Obligations
Resolution
and Impact
Based of
onLegal
Organisational
Liability forPolicies
a Business
and Constraints
 2.5.2 Considerations in Evaluating Options for Resolving Conflict
The following are areas to consider in evaluating options available to resolve conflict:
• Organisational interest
This is the first and most critical criterion. Business processes and policies include legal
compliance, and consumer and employee interests so these must not be violated or
bypassed.
• Stakeholders’ interest
Stakeholders’ interests in businesses are varied and change with time. Proper alignment
with stakeholder interest ensures that any resolution offered to end a conflict is well-
aligned to overall business objectives and is compliant with prevalent policies and
processes.

2.4.1
2.5 Evaluate
Understanding
Options Legal
for Conflict
Obligations
Resolution
and Impact
Based of
onLegal
Organisational
Liability forPolicies
a Business
and Constraints
 2.5.2 Considerations in Evaluating Options for Resolving Conflict
The following are areas to consider in evaluating options available to resolve conflict:
• Sustainability of the solution
Before choosing a solution, a manager should consider whether the resolution is long-
lasting and permanent, and ensures a fair level of satisfaction for all parties involved.
• Organisational policies and procedures
These come in handy while managing and trying to resolve any conflict because all parties
involved will be aware of acceptable behaviours and thus helps to maintain the decorum.
Organisational policies and procedures serve as guiding principles in decision-making.

2.4.1
2.5 Evaluate
Understanding
Options Legal
for Conflict
Obligations
Resolution
and Impact
Based of
onLegal
Organisational
Liability forPolicies
a Business
and Constraints
 2.5.2 Considerations in Evaluating Options for Resolving Conflict
The following are areas to consider in evaluating options available to resolve conflict:
• Scope of responsibility
This refers to the limitations of each role. There should be careful consideration of your
role, responsibilities and limitations while evaluating conflict options.
• Constraints of each option
This refers to the challenges of each available option to resolve conflict. Each option will
have its constraints, too, which should be considered while evaluating any conflict
resolution option.

2.4.1
2.5 Evaluate
Understanding
Options Legal
for Conflict
Obligations
Resolution
and Impact
Based of
onLegal
Organisational
Liability forPolicies
a Business
and Constraints
 2.6 Implement the Best Solution and Complete
Required Reports
Implementation or execution of the best solution is often the most sensitive and meaningful
step in actual conflict resolution.
It marks a probable end of conflict and signifies satisfaction for all parties involved. It also
implies compliance and adherence to organisational policies and ensures zero or minimal
deviations regarding legal or business impact.
This stage marks the end of the conflict. Hence, stakeholders involved might include those who
offer guidance, assistance and the proper intervention to arrive at a mutually agreeable
resolution.

2.6 Implement the Best Solution and Complete Required Reports

 2.6 Implement the Best Solution and Complete
Required Reports
Reports are documents that contain all details about the conflict. They include details starting
from where the conflict was initiated and how it was resolved. Reports can be of different
kinds, including incident reports, conflict reports, conflict resolution reports and mediation
reports.

2.6 Implement the Best Solution and Complete Required Reports

 2.6.1 Implementing Best Possible Solution
Implementation is a process of applying the best solution that will address the conflict.
While implementing a resolution to the conflict, the following guidelines should be
considered for an effective and agreeable closure to the conflict:

Satisfaction of Senior/peer Recording the

Root cause analysis
parties involved consultation incident

2.4.1
2.6 Implement
Understanding
the Best
Legal
Solution
Obligations
and Complete
and Impact
Required
of LegalReports
Liability for a Business
 2.6.1 Implementing Best Possible Solution
Based on the guidelines, you may proceed providing with a solution best suited to the
situation. It should aim to put an end to the conflict situation formally.
Implementation of conflict resolution must also consider avoidance of reoccurrence of similar
issues in the immediate future, negative repercussions of any nature (social media feedback or
negative publicity) or any negative impact on the workplace environment or workforce. That
ideally would constitute an effective resolution.

2.4.1
2.6 Implement
Understanding
the Best
Legal
Solution
Obligations
and Complete
and Impact
Required
of LegalReports
Liability for a Business
 2.6.2 Identifying and Completing Different Kinds of Reports
There are different kinds of reports. These include the following:

Incident report

• Any incident that has caused a conflict is reported through this report.

Grievance report

• Any grievance that has caused a conflict is reported or documented in this report.

2.4.1
2.6 Implement
Understanding
the Best
Legal
Solution
Obligations
and Complete
and Impact
Required
of LegalReports
Liability for a Business
 2.6.2 Identifying and Completing Different Kinds of Reports
There are different kinds of reports. These include the following:

Conflict resolution report

• The resolution being implemented is captured in this report.

• It includes how the resolution was arrived at and implemented.
• It includes the periodic review timelines.

Mediation report

• Any mediation that was carried out during a conflict is documented in this report.
• Suggestions or recommendations by the mediator are also recorded.

2.4.1
2.6 Implement
Understanding
the Best
Legal
Solution
Obligations
and Complete
and Impact
Required
of LegalReports
Liability for a Business
 2.6.2 Identifying and Completing Different Kinds of Reports
To identify required reports, managers should take a holistic view of the conflict situation. For
example, if the conflict was reported and resolved without any mediation, then conflict reports
and resolution reports should be completed. The manager should record all of these verbatim.
They must be careful so information will not carry any preconceived notions but the facts.
If a mediator is involved, then the mediation report will be filled out by the mediator and
shared with the parties in conflict.
All these records are preserved for any future reference. This future reference can be used
when a similar conflict arises or when the old conflict is reopened again.

2.4.1
2.6 Implement
Understanding
the Best
Legal
Solution
Obligations
and Complete
and Impact
Required
of LegalReports
Liability for a Business
 2.6.2 Identifying and Completing Different Kinds of Reports
A sample grievance report is shown below.

2.4.1
2.6 Implement
Understanding
the Best
Legal
Solution
Obligations
and Complete
and Impact
Required
of LegalReports
Liability for a Business
 2.6.2 Identifying and Completing Different Kinds of Reports
A sample grievance report is shown below.

2.4.1
2.6 Implement
Understanding
the Best
Legal
Solution
Obligations
and Complete
and Impact
Required
of LegalReports
Liability for a Business
 In this presentation, we have covered:
What have  Identify conflict situations

we learned?  Resolve conflict

❑ Evaluate resolution
End of Chapter 2