CD 227: EFFECTIVE COMMUNICATION

& ETHICS IN THE WORKPLACE

LECTURE 10

MAINTAINING HARMONY IN THE WORKPLACE

VIA CONFLICT RESOLUTION & NEGOTIATION.

PRESENTER: MRS. MAINO

(ADAPTED KEHATSIN, 2015).

TUESDAY 5TH OCTOBER, 2021

MAINTAINING HARMONY IN THE WORKPLACE

LECTURE OUTLINE

 Roles in the Workplace

 Features of Conflict Resolution
 Skills of Negotiation
MAINTAINING HARMONY IN THE WORKPLACE

1. TWO MAIN ROLES IN THE WORKPLACE

➢ Task-related roles
[Your job description]

➢ Maintenance- related roles

[Maintenance of relationships]
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2. HARMONY

➢ The outcomes of Harmony:

✓ Better interpersonal understanding

✓ Better work relationship & environment
✓ Better productivity
✓ Better work dynamics
✓ Better future prosperity
✓ Mutual satisfaction
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3. DEFINING CONFLICT

➢ It is an inevitable aspect of human life.

➢ Arises within individuals and between individuals.

➢ Takes place within and between groups,

communities and nations.
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➢ It is sometimes physically violent and is

expressed with fists, guns or bombs.

➢ It can also be non-violent and occurs in the

mind and usually expressed in words.

➢ It can erupt suddenly or it can smolder for

years even generations.

➢ It can focus on trivia or concern the future

of life on earth.

➢ It can break down communication, destroy

relationships and lives, and erect barriers.
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“Conflict exists when two or more parties

perceive that their values or needs are
incompatible” (Gregory Tillet,1999).
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4. TYPES OF CONFLICTS

➢ Intra-personal conflict
➢ Interpersonal conflict
➢ Intra-group conflict
➢ Intergroup conflicts
➢ Role conflicts
➢ Value conflicts
➢ Territorial conflicts
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5. DEFINING A PROBLEM, DISPUTE & CONFLICT

➢ A problem can be resolved by management-by agreement

on how something can or should be done.

➢ Problems can become disputes and can disclose conflicts

but are still different.

➢ Problems are usually managed.

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6. DEFINING A DISPUTE

➢ A dispute arises when two or more people perceive that

their interests, needs or goals are incompatible.

➢ Settlement is usually a compromise and can be done by a

third party-mediator.

➢ A solution can also be imposed by an external authority-the

arbitrator.

➢ Disputes are usually settled.

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7. DEFINING A CONFLICT

➢ Conflicts relate to deep human needs and values.

Sometimes they are expressed through problems or
disputes which may be the superficial manifestation of a
conflict.

➢ Conflicts are usually resolved or settled.

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8. DEFINING CONFLICT MANAGEMENT

➢ It is the first stage to the containment of a conflict.

➢ It can be applied by non-conflicting parties like the

police force, the army and others.

➢ It focuses on the immediate ending of the conflict.

➢ It does not get to the root cause of the conflict.

MAINTAINING HARMONY IN THE WORKPLACE

9. DEFINING CONFLICT RESOLUTION

➢ It’s a multi-disciplinary, analytical, problem-solving

approach to conflict.

➢ It seeks to enable conflicting parties to work

collaboratively towards a resolution.

➢ Conflict resolution means terminating conflicts by

methods that are analytical and get to the root of the
problem .
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➢ The most effective conflict resolution is one that is

Proactive.

➢ In PNG, it is unfortunate that resolutions are

merely Reactive.

➢ Conflicts like people are multi-dimensional, multi-

faceted, complex and predictable only at some
times.

➢ The conflict resolver must be able to deal with the

unexpected.
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➢ For resolution to be effective quickly, it is

often a matter of getting the process right
the first time.

➢ Four main stages in conflict resolution are:

MAINTAINING HARMONY IN THE WORKPLACE

COLLABORATIVE CONFLICT RESOLUTION PROCESS

4. Decision
Negotiation Agree

Conflict
3
Signing
Planning
/Preparation

1. 2. Celebration
Investigation Identification
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10. STAGES IN CONFLCT RESOLUTION

[1] Investigation

This should involve non-judgmental gathering of necessary

information about the conflict. It must focus on the problem,
participants, past, pressures and projections.

[2] Identification

This involves assessing and analysing the information

collected and deciding on a number of key issues.
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KEY ISSUES IN IDENTIFICATION

➢ The problem: what is the conflict?

➢ Other participants: who are the people involved?

➢ The relevant past: what history or relationship between the

parties may be relevant?

➢ Pressures or needs: what is motivating the parties in the

conflict?

➢ Projections or fears: what is obstructing the parties in

reaching a resolution?

➢ Other options for resolution

➢ Resources required for the resolution

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STAGES

➢ Before the beginning of the resolution

process, seek agreement on:

✓ The problem
✓ The purpose
✓ The process
✓ The context
✓ The interest
✓ The participants

Identification will be most useful if it

involved all parties concerned.
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STAGES

[3] Planning & preparation

➢ Planning must include matters that are basic and

practical. eg. resources.

Resource can include:

✓ information
✓ tools
✓ refreshment
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STAGES

➢ The environment should be carefully planned and

prepared, and this includes the physical circumstances:

✓ that it is comfortable
✓ that it is relaxing
✓ that the situation is secure

➢ There should not be any:

✓ interruptions
✓ distractions
✓ background noise
✓ possibility of being overheard
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STAGES

➢ The importance of the choice of a venue cannot be over

emphasized.

➢ Venue is an important issue. Venue should be comfortable.

➢ Venue can be yours, theirs or a neutral one.

➢ Venue should not disadvantage any one particular party.

➢ Venue should be accepted in principle by all parties

concerned.

➢ Venue should have all necessary items available to be used

in the process of discussion.
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➢ STAGES

➢ There is a need to attain a free-to-all atmosphere where

constructive discussion can take place.

➢ Creating an environment conducive to resolution is vitally

essential.

➢ All parties should feel safe, both physically and

emotionally.

➢ Always try to ensure that there is confidentiality and

freedom from future punishment for the expression of
feelings or perceptions.
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STAGES
[4] Negotiation

Discuss / Agree? / Yes

Negotiate? negotiate
/ Yes

Choose tools / Confirm /

Choose data /
communication document
Research
skills

Choose Choose people

approaches / / team or Celebrate
Plan individual
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STAGES

➢ During the negotiation (face-to-face discussion):

✓ Use the most effective language of communication

✓ Listen well during the discussion

✓ Use open body language

✓ Take seriously others needs and concern

✓ Value feelings and attitudes of others

✓ Have respect for others

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✓ Reserve blame and judgments

✓ Encourage further elaboration and clarifications

✓ Treat each other as friends and not enemies

✓ Make smart concessions

✓ Concentrate your effort on common grounds

✓ Try to reach a consensus but if it fails than a

compromise may be necessary

✓ Sign the agreement at the end.

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11. OTHER OPTIONS

➢ Other ways of addressing conflicts in the

workplace is by:

✓ Conducting negotiation
✓ Applying the mediation process
✓ Applying restorative justice
✓ Seeking arbitration / using the courts
✓ Instituting internal grievance mechanism
 CONCLUSION

Maintaining peace and harmony in the

workplace is a very important task for every
employer and employee. A happy work
environment gives room for more productivity
and mutual customer/client interaction within
and outside an organisation.
 REFERENCES

Burton, J. & Dukes, F. (1990). Conflict: Practices in

Management, Settlement & Resolution. London: The Macmillan Press Ltd.

Kehatsin, J. (2000). Unlocking Problems, Disputes &

Conflicts, Lae: Unitech Printery.

Tillet, G. (1991). Resolving Conflict: A Practical Approach.

Sydney, Australia: Sydney University Press.

Tillet, G. (1999). Resolving Conflict: A practical Approach.

(2nd-ed.). Melbourne: Oxford University Press.
STRIVE FOR PEACE AND HARMONY
ALWAYS

THE
END