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Student Learning Objective 4

Specify the role of engineering in total quality management.

Learning Objective E

Develop skills to identify and mitigate the harmful effects of conflict within an organization

Content

The topic for Module E is conflict. Tips are provided for managing and handling conflict. An interesting topic is the stimulation of conflict as a beneficial activity.

Slide 19: Managing Conflict in Organization

  • Human conflict is a normal and unavoidable

  • Managers must be proficient in conflict management

  • Interesting comment -- "Managers have two specific responsibilities regarding conflict: conflict resolution and conflict stimulation."

Slide 20: Causes of Conflict

  • Figure 13-11: Causes of Workplace Conflict

  • Communication Problems

  • Different perspectives
  • Different values
  • Role ambiguity
  • Incompatible goals
  • Limited resources

Figure 13-11: Causes of Workplace Conflict

Slide 21: Handling Conflict

  • Determine how important the issue is to all people involved

  • Determine whether all people involved are willing and able to discuss the issue in a positive manner

  • Select a private place where the issue can be discussed confidentially by everyone involved

  • Make sure that both sides understand that they are responsible for both the problem and the solution

  • Solicit opening comments from both sides

  • Guide participants toward a clear and specific definition of the problem

  • Encourage participants to propose solutions

  • Evaluate the cost versus gains of all proposed solutions and discuss them openly

  • Reflect on the issue and discuss conflict-resolution process

Slide 22: Stimulating Conflict

  • Are you surrounded by employees who always agree with you and tell you only what you want to hear?

  • Are your employees afraid to admit they need help or that they've made mistakes?

  • Do decision makers focus more on reaching agreement than or arriving at the best decision?

  • Do managers focus more emphasis on getting along with others than on accomplishing objectives?

  • Do managers place more emphasis on not hurting feelings than on making quality decisions?

  • Are employees highly resistant to change?

  • Is the turnover rate unusually low?

  • Do employees, supervisors, and managers avoid proposing new ideas?