HR Stakeholders - ANSWER External customers include those receiving or purchasing
the organization's products or services and those who seek a return on their investment in
the organization.
Internal customers include a number of roles in the organization including Senior
management, Boards of directors, Functional leaders and Employees
Suppliers, Communities, political groups, religious institutions, and governments focus on
shared interests
Paths to Effective Work Relationships - ANSWER Strive for diversity in the range of
your relationships—diversity in age, gender, background, ethnicity, and expertise. This
provides an opportunity to expand your understanding of the rest of the world.
Invest time and energy in developing and sustaining relationships. This means attending to
others even when you have no specific needs to fulfill. You are building a resource you may
need to turn to later.
Develop an ease with "small talk" about non-work matters. Look for openings for
conversation, such as photos or references to leisure activities.
Talk about yourself without dominating the conversation.
Learn to ask about others without prying into personal matters.
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, Be considerate of other people's time and obligations. Wait for more opportune times for
discussions.
Types of conflict - ANSWER Task conflict- Conflict can derive from disagreements over
how to do a particular task, or it can relate to personal differences, such as culture, cognitive
and communication styles, or a need for control or dominance. Resolving task conflict may
be time-consuming, because it often requires negotiation or consensus building to establish
the best path forward. Task conflict, however, can sometimes lead to discovering better ways
to do things—more efficient approaches that save time and resources or more innovative
approaches that produce better results.
Interpersonal conflicts- may sometimes be disguised as task conflicts. Because the real
issues are not being resolved, the conflict may linger and distract teams from important
work. Interpersonal conflicts require that at least one of the parties in the conflict has
emotional intelligence and skill in negotiating. Or they require the intervention of a leader
who can impose ground rules for behavior and refocus the team on the task. Like task
conflict, however, some level of interpersonal conflict may be acceptable. When team
members conflict because of issues related to diversity, the cost of conflict may outweigh
the benefits of having diversity in a team or organization.
inside a team (intragroup conflict) or between the team and an outside group, such as
another HR team or another function in the organization (intergroup conflict). Conflicts
within in a team may be related to task or personality, but conflicts between groups are
frequently about competition for limited resources or conflicting goals. These intergroup
conflicts may be resolved through negotiation, but they may require intervention by a third
party who is not directly involved in the conflict. When called upon to intervene as a third
party in a conflict, HR professionals should remember to apply thei
Conflict Resolution Tactics - ANSWER Accommodate (or smooth)- The leader restores
good relations by emphasizing agreement and downplaying disagreement.(Useful when
there is little time to be lost and movement forward is needed. It does not, however, address
the root conflict. If the group continues, the conflict will probably recur.)
Assert (or force)- The leader imposes a solution. One side wins and the other loses—hence
the term "win/lose" conflict resolution.(Useful in a crisis because it resolves the issue
2
the organization's products or services and those who seek a return on their investment in
the organization.
Internal customers include a number of roles in the organization including Senior
management, Boards of directors, Functional leaders and Employees
Suppliers, Communities, political groups, religious institutions, and governments focus on
shared interests
Paths to Effective Work Relationships - ANSWER Strive for diversity in the range of
your relationships—diversity in age, gender, background, ethnicity, and expertise. This
provides an opportunity to expand your understanding of the rest of the world.
Invest time and energy in developing and sustaining relationships. This means attending to
others even when you have no specific needs to fulfill. You are building a resource you may
need to turn to later.
Develop an ease with "small talk" about non-work matters. Look for openings for
conversation, such as photos or references to leisure activities.
Talk about yourself without dominating the conversation.
Learn to ask about others without prying into personal matters.
1
, Be considerate of other people's time and obligations. Wait for more opportune times for
discussions.
Types of conflict - ANSWER Task conflict- Conflict can derive from disagreements over
how to do a particular task, or it can relate to personal differences, such as culture, cognitive
and communication styles, or a need for control or dominance. Resolving task conflict may
be time-consuming, because it often requires negotiation or consensus building to establish
the best path forward. Task conflict, however, can sometimes lead to discovering better ways
to do things—more efficient approaches that save time and resources or more innovative
approaches that produce better results.
Interpersonal conflicts- may sometimes be disguised as task conflicts. Because the real
issues are not being resolved, the conflict may linger and distract teams from important
work. Interpersonal conflicts require that at least one of the parties in the conflict has
emotional intelligence and skill in negotiating. Or they require the intervention of a leader
who can impose ground rules for behavior and refocus the team on the task. Like task
conflict, however, some level of interpersonal conflict may be acceptable. When team
members conflict because of issues related to diversity, the cost of conflict may outweigh
the benefits of having diversity in a team or organization.
inside a team (intragroup conflict) or between the team and an outside group, such as
another HR team or another function in the organization (intergroup conflict). Conflicts
within in a team may be related to task or personality, but conflicts between groups are
frequently about competition for limited resources or conflicting goals. These intergroup
conflicts may be resolved through negotiation, but they may require intervention by a third
party who is not directly involved in the conflict. When called upon to intervene as a third
party in a conflict, HR professionals should remember to apply thei
Conflict Resolution Tactics - ANSWER Accommodate (or smooth)- The leader restores
good relations by emphasizing agreement and downplaying disagreement.(Useful when
there is little time to be lost and movement forward is needed. It does not, however, address
the root conflict. If the group continues, the conflict will probably recur.)
Assert (or force)- The leader imposes a solution. One side wins and the other loses—hence
the term "win/lose" conflict resolution.(Useful in a crisis because it resolves the issue
2
