GE1902

Understanding the World of Work 2 can make a person feel uncomfortable or dissatisfied
especially when a resolution is not achieved (Human
I. Work Conflicts Resources of the University of Oklahoma, 2019).
Conflict is an active disagreement or opposition between These are some of the several ways on how to manage
people with opposing opinions or principles (Cambridge and resolve a conflict (Humber Health Sciences, 2014):
Dictionary, n.d.). According to Mulkeen (2018), the 1. Separate person from the problem
presence of conflict is not necessarily a negative thing as • Use a neutral, calm tone of voice
conflicts also have real benefits for the company. It can • Talk about the problem
increase creativity, force frank exchange of ideas, spark • Listen
competition to succeed or improve, and challenge existing • Note that relationships need to be preserved
perspectives and processes, especially if it is effectively 2. Focus on the issues, not intent or personal position
resolved. • Avoid calling names
Osborne (2015), noted that conflicts arise when two (2) • Make "I" statements, not "you" statements
people stop listening to each other and approach a situation • Avoid assuming motive
from their own point of view. Your approach to a conflict • Use humor appropriately
may vary depending on your position. A conflict between a • Acknowledge other person's frustration and
manager and his/her subordinate is different from a conflict apologize if necessary
between two (2) rank and file employees. On the other hand, 3. Generate a variety of options
your level of involvement should also be considered in
• Ask questions instead of lecturing
dealing with this kind of issues. Managers or supervisors are
• Allow time for the person to investigate
expected to act as a mediator if there are two (2) employees
options
that are in conflict with each other. But there are implications
if a manager would impose his/her authority in resolving the • Give the person a chance to establish his/her
conflict (e.g. the rank and file employees will lose the chance own options
to practice their problem-solving skills and handle things on • Ensure equal opportunity for conflicting
their own). However, it would be different if the managers parties to present options
and supervisors are also involved in the situation. 4. Base agreement on objective criteria
There are several sources of conflict, namely, poor • Allow all members to put forward their ideas,
communication, different values and interests, scarce information, or options
resources, personality clashes, and poor performance. • Never assume that someone has to win or lose
Handling and resolving workplace conflicts is one of the • Maintain a timeline to implement the
biggest challenges managers and employees face. Some opt problem-solving option
to run away or "battle it out". Either of the two (2) situations

03 Handout 1 *Property of STI

 [email protected] Page 1 of 6
 GE1902

5. Prepare for failure before it happens you as someone who is mature, strategic and can be
• Be patient and persistent entrusted with bigger responsibilities.
• Know your best alternative plan and when to 3. Focus on your circle of influence
"take a break," or to "walk away" There are often issues which we have very little
• Ensure all parties know you worked hard to or no control over such as corporate policies, client
come to a resolution demands, or boss mandates. Gossiping and
• Treat others as you would like to be treated complaining are common responses to these events.
But other than short term emotional outlet, what
II. Office Politics tangible results do gossiping really accomplish?
All workplaces are political to some extent. Practicing Instead of feeling victimized and angry about the
good office politics enables an employee to promote his/her situation, focus on the things that you can do to
goals and interests without compromising his/her values and influence the situation — your circle of influence.
those of his/her organization. Cheok (2019) listed seven (7) This is a very empowering technique to overcome the
good habits to help a person win at the workplace. feeling of helplessness. It removes the victimized
1. Be aware that you have a choice feeling and also allows others to see you as someone
There are two (2) common reactions to politics at who knows how to operate within given constraints.
work: fight or flight. Instinctive fight reactions will You may not be able to change or decide on the
only cause more resistance to whatever you are eventual outcome, but you can walk away knowing
trying to achieve, while instinctive flight reactions that you have done the best within the given
only label you as a pushover that people can easily circumstances.
take for granted. Instead of acting on your instincts, 4. Don't take sides
study and practice making well-thought-out actions It is possible to find yourself stuck in between
and decisions. two (2) power figures who are at odds with each
2. Know what you are trying to achieve other. You find yourself being thrown around while
Focus on the business objectives instead of they try to outwit each other and defend their own
looking at the differences in people's positions or position, all at the expense of you getting the job
opinions. In the light of what’s best for the business, done. You can’t get them to agree on a common
discuss the pros and cons of each option. Remember decision for a project, and neither of them wants to
that if the business does not win, then nobody in the take ownership of issues; they’re too afraid they’ll
organization wins. get stabbed in the back for any mishaps.
Steer away from petty issues and position In cases like this, focus on the business objectives
yourself as someone who is interested in getting and don’t take side with either of them – even if you
things done. Your boss will also come to appreciate like one better than the other. Place them on a

03 Handout 1 *Property of STI

 [email protected] Page 2 of 6
 GE1902

common communication platform and ensure open 7. Think win-win

communications among all parties, so that no one can Office conflicts happen due to differing interests.
claim “I didn’t say that”. We are taught that someone else needs to lose for us
5. Don't get personal to win. On the other hand, we are also afraid to let
There are times that you will get angry with someone else win because it implies losing for us.
people. But resist the urge to give that person a piece But in business and work, that does not have to be
of your mind and teach him/her a lesson. People tend the case. Learn to think in terms of “how can we both
to remember moments when they were humiliated or win out of this situation?” This requires that you first
insulted. Even if you win this argument and get to understand the other party’s perspective and what’s
feel really good about it for now, you’ll pay the price in it for him. This is an enduring strategy that builds
later when you need help from this person. What allies and helps you win in the long term.
goes around comes around, especially at the
workplace. III. Goal Setting
Another reason to hold back your temper is your A. Three (3) Strategies to Assess Your Company or
career advancement. The last thing you will want is Organization
to make it difficult for your boss to champion you for • SWOT analysis
a promotion because other managers or peers see you This will help you identify your business' strengths,
as someone difficult to work with. weaknesses, opportunities, and threats.
6. Seek to understand before being understood • Benchmarking
We are more inclined to getting others This will allow you to compare your business or
understand us than understand them first. organization in similar businesses and/or
Surprisingly, seeking to understand is a very organization in your industry or location in terms of
disarming technique. Once the other party feels that averages on income and expenses. It will help you
you understand where he/she is coming from, they assess how your business is performing.
will feel less defensive and be open to understand • Market research
you in return. This sets the stage for open This seeks to identify customer needs, trends, and
communications to arrive at a solution that both changes in the market or technology.
parties can accept. B. Setting Goals, the SMART Way
Trying to arrive at a solution without first having this A goal should be specific, measurable, achievable,
understanding is very difficult; there’s little trust and relevant, and timely.
too much second-guessing. Example:
Overall Goal I want to grow my gardening business.
Specific I will gain four (4) new clients for my

03 Handout 1 *Property of STI

 [email protected] Page 3 of 6
 GE1902

business. • Actions
Measurable I will measure my progress by keeping Describe the actions you are going to take in
track of how many new clients I gain detail in order to achieve your goal (e.g. Research
while maintaining my current client base. three [3] different cake suppliers and list down their
Achievable I will gain four (4) new clients as I pros and cons.).
currently have four (4) available spaces • Responsibilities
in my fortnightly client scheduling diary. Write down the person or the team responsible
Relevant Adding clients to my customer base will for achieving each step (e.g. Bert will look for an
allow me to grow my business and appropriate venue for the event; the Advertising
increase my income. Department will create a 30-second TV commercial
Timely I will gain four (4) new clients for my for the event.).
gardening business within three (3) • Resources
months filling my current available diary Detail your budget, staffing requirements, and
places. any supplies you will need (e.g. We will need the
SMART I will gain four (4) new clients for my Advertising, Sales, and Marketing Department at the
Goal gardening business within three (3) beginning of the project. The acquirement of needed
months filling my current available diary materials will be handled by the Purchasing, and
places. This will allow growth to my Logistics Department. We were granted by the upper
business by increasing our number of management a total of PHP 10,000,000 for this
clients and eventually our revenue. project.).
• The desired outcome
C. Staying on Track Describe what you expect from your actions and
After formulating a SMART goal for your company how you’ll know when the goal has been achieved
or organization, you will need to figure out how to (e.g. We will be able to sell all the tickets for the
achieve them. Here’s a list of things to consider when concert one (1) month before the event.).
planning your strategy to achieve your goals:
• Time frame IV. Decision-Making
Think how long do you expect a task will take to A. Factors that Affect the Decision-Making Process
complete. Set a realistic start and finish date to There are two (2) internal factors that could affect an
achieve your goal (e.g. Phase 1 of the plan will take individual in his/her decision-making: intuition and
one [1] month to finish while Phase 2 only requires reasoning. Intuition, or gut feeling as we call it, is formed
two [2] weeks. As a result, the project will be on its through the collection of a person's past experiences and
full implementation within two [2] months.). personal values. Though it reflects one's learning about

03 Handout 1 *Property of STI

 [email protected] Page 4 of 6
 GE1902

life, intuition is not always based on reality but only in a alternatives. You can also use your imagination and
person's perception about a given scenario. As a result, additional information to construct new options. In
intuitions may not be very mature (skillsyouneed.com, this step, you will list all possible and desirable
n.d.). On the other hand, reasoning refers to the use of alternatives.
facts and figures available to make decisions. A decision 4. Weigh the evidence
which is based on reasoning is devoid of emotions. This Draw on your information and emotions to
is generally used when a decision is of simple nature and imagine what it would be like if you carried out each
urgent. of the alternatives to the end. Evaluate whether the
need identified in Step 1 would be met or resolved
B. Steps to Effective Decision-Making through the use of each alternative. As you go
According to the University of Massachusetts through this difficult internal process, you’ll begin to
Dartmouth (n.d.), using a step-by-step approach in favor certain alternatives: those that seem to have a
decision-making enables a person to make more higher potential for reaching your goal. Finally, place
calculated decisions by organizing relevant information the alternatives in a priority order, based upon your
and defining alternatives. The steps below are said to own value system.
increase one's chances of arriving at the most satisfying 5. Choose among alternatives
alternative. Once you have weighed all the evidence, you are
1. Identify the decision ready to select the alternative that seems to be the
You realize that you need to make a decision. Try best one for you. You may even choose a
to clearly define the nature of the decision you must combination of alternatives. Your choice in Step 5
make. This first step is very important. may very likely be the same or similar to the
2. Gather relevant information alternative you placed at the top of your list at the end
Collect some pertinent information before you of Step 4.
make your decision: what information is needed, the 6. Take action
best sources of information, and how to get it. This You’re now ready to take some positive action by
step involves both internal and external “work.” beginning to implement the alternative you chose in
Some information is internal: you’ll seek it through Step 5.
a process of self-assessment. Other information is 7. Review your decision and its consequence
external: you’ll find it online, in books, from other In this final step, consider the results of your
people, and from other sources. decision and evaluate whether or not it has resolved
3. Identify the alternatives the need you identified in Step 1. If the decision has
As you collect information, you will probably not met the identified need, you may want to repeat
identify several possible paths of action, or certain steps of the process to make a new decision.

03 Handout 1 *Property of STI

 [email protected] Page 5 of 6
 GE1902

For example, you might want to gather more detailed Resolving conflicts at work: employee information. (2019, March 13).
or somewhat different information or explore Retrieved from https://hr.ou.edu/Employees/Career-
Development/Resolving-Conflicts-at-Work
additional alternatives.

References:
Cheok, L. (2019). 7 powerful habits to win in office politics. Retrieved from
https://www.lifehack.org/articles/work/7-habits-to-win-in-office-
politics.html
Conflict. (n.d.). Retrieved from
https://dictionary.cambridge.org/dictionary/english/conflict.
Decision-making process. (2018). In University of Massachusetts
Dartmouth. Retrieved from https://www.umassd.edu/fycm/decision-
making/process
Dontigney, E. (2012). Elements of constructive communication. Retrieved
from https://smallbusiness.chron.com/elements-constructive-
communication-57362.html
Effective decision making - a framework. (n.d.). Retrieved from
https://www.skillsyouneed.com/ips/decision-making2.html.
How to handle conflict in the workplace. (2018). In University of California
San Diego. Retrieved from
https://blink.ucsd.edu/HR/supervising/conflict/handle.html#6.-
Develop-a-plan-to-work-on-ea
How to set goals and objectives for your business in 2019. (2019).
Retrieved from https://www.business.gov.au/news/how-to-set-goals-
and-objectives-for-your-business
[HumberHealthSciences]. (2014, April 8). Conflict management and
resolution. [Video file]. Retrieved from
https://www.youtube.com/watch?v=TkmrY0vdd_k.
Kogan, E. (2019). 3 effective strategies to manage workplace conflict. In
Harvard University Extension School. Retrieved from
https://www.extension.harvard.edu/professional-development/blog/3-
effective-strategies-manage-workplace-conflict
Mulkeen, D. (2018). 10 tips for managing workplace conflict. Retrieved
from https://www.communicaid.com/communication-
skills/blog/communication-skills/tips-managing-workplace-conflict
Osborne, C. (2015). Leadership. London: DK Publishing.

03 Handout 1 *Property of STI

 [email protected] Page 6 of 6