Conflict: Sources and

Resolution Strategies
Conflict occurs when a
person or group
believes that others
have or will take action
that is at odds with
their own goals and
interests. Conflict is
inevitable i.e. there will
always be disagreement
between individuals
 Internal sources of conflicts
Competition between Differences in
employees Power, Status,
Culture

Conflict

Competition over Industrial relations

Scarce Resources issues
 Internal sources of Conflict
Difference in the Faulty
employees objective Communication

Conflict

Competitive
Reward Personal
Systems Characteristics
 Costs & Benefits of Conflict
Costs of Conflict Benefits of Conflict
•Negative emotions and •Discussion of problems
stress •Basis for change
•Stereotyping •Increase in motivation
•Faulty decision making and loyalty
 Trade Union
This is an organized association of workers in
a trade, group of trades, or profession, formed
to protect and further their rights and interests
The members of the trade union pay a
membership fee which covers the expense of
the trade union
Management should not prevent workers from
being unionized. If there is a ‘closed-shop
agreement between management and the
union all employees must join the same union
 Value of trade Union
representation
• The trade union represents the employees
interest.
• They educate the employees on their rights
and responsibilities and negotiate for better
wages and working conditions
• They become the ‘collective voice’ of a
large group of workers
• This collective voice sends a stronger
message than single individuals bargaining
 Types of trade unions
• General
• Industrial
• White collar
• Craft

A shop steward or union delegate is elected by the employees

who are members of the union at the work place to
represents them at the work place and union meetings
 Collective bargaining
This refers to negotiation of wages and
other conditions of employment by an
organized body of employees.
The trade union becomes a collective voice
of a large group of workers. This collective
voice sends a strong message than if each
employees were to negotiate individually
Employers strategies or action to
get solution to a conflict
• Lock out: employees told to stay home and
are barred from the premises
• Firing all the workers who are taking
industrial action
• Using scab labour (replace the employees
who are taking actions by using temporary
workers or their own managers)
Employees strategies or action to
get solution to a conflict
• Picketing: employees gathering at the entrance of
the business and trying to influence other
employees to stay away
• Strike action- union permits employees who are
their members to stop working for a specified time
• Work to Rule-Doing only exactly what is required
in the job description
• Go slow –to work at a slow pace without
breaching company regulations
 Conflict Resolution Strategies
Industrial Actions: This is usually used as a last
resort i.e. when there is little hope of resolving the
conflict in an amicable or mutually beneficially way.
Industrial actions can impact the business
productivity, reputation, and working relations
negatively
Grievance Procedure -an official process for dealing
with a complaint raised by an employee against their
employer regarding treatment believed to be wrong
or unfair.
 Conflict Resolution Strategies
Conciliation- A third party such as a representative
from the Ministry of Labour is present during
discussion to ensure that communication takes place
and encourage the two groups to reach an agreement
Mediation –this involves the third party proposing
solutions to problems which are then considered.
This is merely a suggestion
Arbitration – The third party an arbitrator gives a
binding solution to the parties
Other strategies for non industrial
relation issues
• Avoidance: Managers may avoid the conflict if it
is too trivial
• Compromise: the parties may see a compromise
(give and take)
• Collaboration: They may ask the two parties to
find a mutually satisfying solution
• Confrontation: Insist that the two parties accept
the manager’s solution
• Communication: They may improve this and other
management practices
 Evaluation 1

Indicate which of the following statement is true or false

•False information given to employees may result in conflict
•Avoidance is an effective strategy for resolving major
conflicts in a business
•Mediation involves a third party suggesting possible
solutions
•A grievance procedure ensures that the conflict is eventually
resolved
•The shop steward is a representative of the manager
•Collective bargaining ensures that one person or group
speaks on the behalf of all the employees