Question

Case 10.2.Managing Conflicts: How Can HR Help With Angry Employees?

Unfortunately, we two or more people work together for long periods of time, some level of conflict will emerge. Functional conflict is a level of conflict that actually helps each employees improve his or her overall performance. However, finding this beneficial level is not an easy task. Too little conflict, and employees can become complacent. Too high levels of conflict can create dysfunction that interferes with workplace performance. A good manager will learn to tweak the office atmosphere to find the proper level of conflict.

During times of conflict, a good manager will also find the conflict management style that works for him or her or will change styles based upon the type of conflict. At times the manager might use an avoiding, accommodating, forcing, negotiating, or collaborative conflict management style. Avoiding a conflict is a passive style and often leads to lose-lose situations since both sides lose when resolution of the conflict is not likely. An accommodating conflict style means you passively let the other side win the conflict and implement its solution, A forcing conflict style uses aggressive behavior, such as authority, to threaten, intimidate, and call for majority rule when you know you have the vote in your favor. Negotiating requires finding a compromise that attempts to resolve the conflict through a give-and-take of the issues invloved until a solution is found. Last, a collaborative style requires working with the other party in the conflict and finding an acceptable solution.

Unfortunately, managers will find it difficult to keep dysfunctional conflict from entering their workplace. Brian Hoffman started his own appliance store designed for a newly bulit homes. His business grew to include selling appliances to the consumer market through 10 retail outlets. Brian worked out of the main headquarters in Windsor. The human resources, accounting, and marketing departments were also placed at the headquarters.

Brian heard that two workers in West Hampton store were arguing on the retial floor in front of customers. He sent two HR employees to investigate the problem. It turned out that the two employees had a long-standing problem about who would receive customer as they entered the store. Since the retail employees worked on commission, they both wanted to help customers and fought for them as they entered the store. This was obviously an aggressive form of conflict that was resulting in You Lose, I Win.

Brian asked his HR department to develop a program with which too high a level of conflict could be resolved. Avoiding the problem did not seem like a good solution since the problem was occurring at the point of greeting and helping customers. He also didn't want to force a solution onto the two employees. Ultimately, he wanted to develop a collaborative soltuion where both parties would like the outcome.

HR decided to look at compensation solutions within a simliar setting-selling automobiles. As a growing appliance supplier , Brian's company needed to establish some rules and polices that weren't needed when it was a small business. HR found that car dealership used a rotating process when customers arrived. Each salesperson would take the next customers arrived.

HR also advised Brian to review the compensation system. A compensation system based on salary instead of commssion would also lessen the rivalry between salespeople.

Fortunately, the new method of greeting customers was accepted by all retail floor salespeople. The new compensation system based on salary versus commission was being further evaluated,

Brian was satisfied with the results in the employee conflict situation. However, he was concerned about future conflict solutions. For example, it was becoming more likely that his growing business would have to discharge employees for not performing up to expectations. Was HR up to the task processing employees out of the company? Would those employees be violent? HR plays a support role in these serious conflicts: HR can help improve communication between the manager ad the employee.

Brian asked HR to create a program to reduce workplace stress. He wanted to avoid high-level conflict situations before they occured. Brian also had the realization that his little business was no longer little. There were more employees in his business that had his little business was no longer little. There were employees in his business he had never met. While he was busy selling and ordering appliances, HR was busy hiring new employees. He decided to spend more time with HR before he built any new retail sites.

1. How can HR use the Conflict Resolution Model?

Answer 1

Human Resource Department's main objective it to look into maintenance and growth of human resources of a company which can be termed as their main assets.Any conflicts between employees may affect the production which might lead to decrease in profit of the company.A healthy workplace and strong teamwork contributed highly towards the success of an organisation.Hence,its the duty of Hr to create a strong Conflict Resolution Model which must resolve conflicts between employees (if any)and create a peaceful workplace.

As an Hr I would develop a conflict resolution model as follows

1.Try to find conflicts existing between employees .

2.Meet the employees in personal and have an open discussion with them.

3.Find out the main reason behind the occurrence of conflict.

4.Find out a suitable solution for the problem which might be appealing to both the parties

5.Convey the solution to both in personal

6.Finally develop  certain new rules which might further stop the occurrence of any such conflicts.