• 5.3: Conflict Resolution

      • 5.3.1: Case Study: PointCast

        • Negotiation Failure: The Case of the PointCast URL

          Read this section, which discusses negotiation failure through the example of a situation that occurred at the now-defunct PointCast Internet company. Workplace conflict stems from a multitude of sources; on occasion issues will arise after a manager mishandles resources or makes poor decisions that have a negative impact on an individual, a department, or even the entire company.

      • 5.3.2: Management's Conflict Essentials

        • Understanding Conflict URL

          Read this section, which discusses several different types of conflict and how they should be framed within a workplace context. Note especially the idea that not all conflict is bad; in fact, some types of conflict can actually help bring about organizational change, which may in turn lead to improved working conditions and productivity. A healthy debate about conflict can often shed light on how to address several issues at once.

      • 5.3.3: Identifying the Causes and Outcomes Associated with Conflict

        • Causes and Outcomes of Conflict URL

          Read this section, which attempts to establish some of the root causes of conflict. Pay particular attention to the discussion of some core jobs in the workplace that are prone to conflict. 

      • 5.3.4: Implementing Conflict Management

        • Conflict Management URL

          Read this section, which discusses some of the foundational ways to address conflict and identify specific styles of conflict management that fit with leadership styles. These styles fall on a continuum that observes levels of cooperation and levels of competitiveness. Sometimes there is actually a deficiency of conflict in a workplace environment, which can negatively affect productivity.

      • 5.3.5: Management Must Understand Negotiations

        • Negotiations URL

          Read this section, which introduces the process of negotiation and identifies the phases of negotiation and how to avoid common mistakes. Managers should develop the skill of identifying the BATNA (the best alternative to a negotiated agreement) within a given situation.

      • 5.3.6: Conflict Resolution

        • Four Ways to Deal with Conflict at Work URL

          Read this article and consider the following questions: Why does conflict occur in the workplace? Have you experienced conflict at work before? If so, why did the conflict occur? How was the conflict resolved? How can managers help reduce conflict?

        • Steps To Resolve Workplace Conflict URL

          Read this article. How important is it to resolve conflict at work in a peaceful way? What steps can a facilitator use to resolve conflict? How can a facilitator encourage resolving conflict healthily and positively? How can these four steps help you promote positive conflict resolution in your own workplace?

        • Meaningful Conflict in the Workplace URL

          Read this article and consider past viewpoints you may have held about conflict. What issues have you encountered that resulted in conflict? Have you ever considered conflict to be a productive activity rather than one that is negative? Have you participated in positive conflict as a way of increasing productivity?

      • 5.3.7: Bringing It All Together

        • The Personal Side of Management Page

          Watch this video, which features Carol Bartz, the former CEO of Yahoo! and Autodesk. In this brief video, Bartz discusses how managers should actively make an effort to find enjoyment in leading others, especially since they (like everyone else) spend most of their waking hours at work. As you listen to this presentation, be mindful that as a manager, your job includes having compassion for others. Carol Bartz provides a sound example of this tip, which you should use as a jumping-off point to analyze your own personal approach to management.