Table of Contents INTRODUCTION...........................................................................................................................1 ESSAY.............................................................................................................................................1 “KNOWLEDGE AND UNDERSTANDING OF CONFLICT MANAGEMENT TO RESOLVE SITUATION OF CONFLICT AT WORK”....................................................................................1 Conflict situation that I personally experienced....................................................................1 Issues during the conflict........................................................................................................2 Approach used to solve the conflict.......................................................................................2 APPROPRIATECOACHINGTECHNIQUESTOIMPROVEPERFORMANCEOFAN INDIVIDUAL AT WORK..............................................................................................................3 CONCLUSION...............................................................................................................................5 REFERENCES................................................................................................................................6
INTRODUCTION Good communication is an essential tools in order to achieve the productivity as well as maintaining the strong working relationship at all levels of the company. One who invest time as well as energy into delivering clear lines of communication will rapidly build trust amongst employees and it will also lead to increase the output and productivity. Effective communication plays a great role in the conflict management at workplace. Conflicts and battles are inevitable in workplaceofanyorganisationasitcanariseinbetweenanypeoplelikeco-workers, subordinates and supervisors or often between employees and external stakeholders (Klinke, RennandLehners,2018).Thus,inthispresentreport,theskillsrequiredforeffective communication at workplace in order to resolve the problems. In addition to this, this report also make the clear understanding of how a person used proper coaching techniques to improve the performance of individual at workplace. ESSAY “KNOWLEDGEANDUNDERSTANDINGOFCONFLICT MANAGEMENTTORESOLVESITUATIONOFCONFLICTAT WORK” Conflict situation that I personally experienced I used to be a bartender at a famous restaurant in London known as the Ledbury, the owner of the restaurant was quite tolerant of customers coming at night and being aggressive. The restaurant was lower classed, not it was very luxurious, that was a place I think I would go for having decent Italian food at low and reasonable price. I was very friendly with the customers and knew a few who were visiting regularly to the restaurant. They were nice people and I wanted to take care or look out for them. So, when some drunk young guys came into the restaurant, I stopped them and asked them to leave. They were highly drunk, yelling and acting rude. I told them to leave else I will call the cops . After a little argument they left, I threatened them as they were disturbing other customers in the restaurant. But my boss when heard my words of calling the cops, he got upset and angry. He was not okay with my asking those guys to leave. 1
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Issues during the conflict My boss said that I should not kick customers out of the restaurant as it affects reputations of the business. He also scolded me saying that we can cannot discriminate people. I was shocked by hearing these statement from my boss as I thought asking those young drunk guys to leave was my duty and I did it properly. I knew those guys were not likely to visit the restaurant in future. But they were disturbing the existing customers in the restaurant who can visit us again. My boss said that drunk people are some of the highest income source or paying customers for the restaurant because they keep drinking alcohol when they visit the restaurant. I had accepted his statements if I was working in a night club or bar but the Ledbury restaurant was a dining destination in which I had to look after decent customers also. Approach used to solve the conflict My boss started cutting my shifts after this particular incident, I think the kind of atmosphere which I wanted was not similar to the expectations of my boss. Due to this incident I started getting one shift in every two weeks, so I decided to quit the job and started finding another. We did not talked much about the situation as their was a communication and language barrier among me and my boss . He used to speak very little English as his native language was Cantonese. I guess this was the main reason he did not discussed about my shifts and that he did not wanted me to work in his restaurant any more. I knew his intentions due to which he cut my shifts. I finally decided to use my communication skills in order to resolve this conflict or issue. I went to my boss to have a communication regarding the incident. Most of the conflicts at workplace can be avoided or resolved with the help of effective communication. I knew it was hard for me to leave my job and find another in a small time period. I understood the WIIFM(What's in it for me) factor, it was me who needed the resolution of conflict much. I talked to my boss that reputation of the restaurant can also be spoiled if drunk customer misbehave with other customers. There are many decent customers who can be disappointed by the behaviour of drunk people. My boss realised that there I was concerned about the reputation of our restaurant. I also provided a alternative solution for resolving this issue, I suggested my boss to develop two different segments or areas in the restaurant. In one area only young people who are interested in drinking can enjoy their time and in other area families will be allowed to have a nice dinner without any disturbance. My boss was impressed with my idea and appreciated for my innovative thinking. He said he will not cut my shifts and ensured me that in 2
future he will communicate with me before taking any action so that conflicts can be avoided. I think that my knowledge and understanding of managing conflicts at work place helped me to resolve this situation (Rahim and et.al., 2017).I know that communication is an essential technique through which any kind of conflict situation can be resolved. When two people speaks and listen to one anther they share their views and ideas as well as understand the view points they have with respect to a particular situation. Good communication practices can assist employees to resolve issues among them easily. APPROPRIATECOACHINGTECHNIQUESTOIMPROVE PERFORMANCE OF AN INDIVIDUAL AT WORK Coaching is an important element that helps in developing the skills and knowledge of an individual or employee working in an organisation. In a business or organisation managers are responsibleforcoachingandtrainingoftheemployees.Ithelpsinguidingindividuals appropriately to achieve their personal or professional goals and objectives (Passmore and Oades,2016).Therearevariousstepsofcoachingwhichcanbehelpfulinimproving performance of an individual at work. These steps are as discussed below: It is essential to show confidence in the ability and willingness of employees to solve any issue or problem at a workplace. The coach can ask them to help in solving any issue or improving their performance (Coaching, 2017). Asking employees to join in the goal of increasing effectiveness of each and every functions and contribute in the improved performance of the overall organisation. Describing the problem related to the employees is also a effective step which can used in coaching. It is important to focus on the behaviour and problem that needs improvement instead of focusing on the person. Description of the behaviour can be used with examples so that the employee and coach can easily share their ideas and thoughts. Communication can help in describing the problems or issues employees are facing while working or performing their roles at the workplace (Neenan, 2018). Determine if there is any issue exist that is becoming a barrier to the ability of employees to perform or accomplish any task or activity. The four major barriers can be training, tools, time and temperament. It is important to identify ways in which these can be controlled and managed. It is important for the coach to determine and fulfil the needs of employees to remove the 3
barriers. It is a key role and responsibility of a coach or manager that can help in improving the performance of the individual working in an organisation. The next step is to agree on a written plan of actions that consist each and every activity or function a employee,manager, HR etc, will perform in order to resolve any problem identified. It is very important to determine the main goals and objectives that the employees must meet in order to achieve the appropriate performance level that is required by an organisation (Garvey andMegginson, 2017). Setting a date and time to follow up, this is last and essential step in coaching that can be helpful in improving employee performance. It is important to determine if there is a need of a critical path, so that the coach or managers can measure the progression of the employees. It is also essential to motivate or encourage the employees, the manager needs to show confidence in the ability of employee to improve their performance. An individual is only the responsible person to improve his or her performance, the only thing a coach or manager can do is to support, identify and provide suitable guidelines and assistance that can boost their performance (Ha and Liu, 2014). In addition to this, clearly description of something needs to make changes. With the help of key motivator, it focuses on meaning to our work. Fundamental aspects of this element can be develop positive results with strategy, plans, roles and rewards. Among all team members it is essential to increase performances that affect to the team and ultimately its effect on the job security, promotional opportunities, recognition, etc. Furthermore, it also contains financial reward, project, etc. that assists to accomplish more effective results at workplace. Moreover, it is essential to focus on the employee understand which assists to maintain clear discussion in appropriate manner. With this regard, in a particular situation appropriate break will be consider to focus on the understanding which increase listening capability to take appropriate judgement as well (Garvey and Megginson, 2017). Along with this, it is essential to focus on ideas that must be discuss for potential solution and approaches. Continue discussion also assists to focus on identify root cause for filling appropriate performances' gap. Along with this, focus on performances also needed that would be beneficial to ensure that effectiveness will be successfully develop at workplace. It helps to collaborate SMART objectives which includes specific, measurable, achievable, relevant and 4
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time frame. In this way, performances goals can be accomplish on the basis of effective performances and problem solving. Recognise positive movement also take efforts that assists to encourage continue progress in the business. With this regard, on the basis of agreed goals, well things will be performed to reinforce it. It demonstrates appreciation to do tasks and perform several functions accordingly. It helps to boost accountability and performances in positive manner that assists to make appropriate commitment instead of performances. As a result, desired level of outcomes will be accomplish in positive manner (Passmore and Oades, 2015). Coaching is one of the critical aspect which would be beneficial to focus on the goals and objectives to accomplish desired level of results. In this consideration, it is important to focus on the high performances of employees which would be beneficial to reduce anxiety and stress of increasing multiple responsibilities. It is most effective way for development of employees to attain more creative results at workplace (Garvey and Megginson, 2017). CONCLUSION From the above report, it can be concluded that conflict management is most important perspective in hotel or restaurant. With the help of good communication, it can be stated that productivity and effectiveness of the restaurant can be successfully develop to focus on the issues that are occurred in the business. With the help of appropriate communication level, systematic work would be develop that assists to reduce negative impact. Furthermore, it summarised about approach that used to solve conflict from the business and need to focus on the appropriate work that ascertained to attain more desired level of results. In this way, it is essential to concentrate on the appropriate coaching techniques that assists to improve each individual performances at workplace. With this regard, confidence of people will be successfully build to develop ability andwillingnesstosolveissuesandproblems.Goalsandobjectivescanbeincreasing effectiveness to focus on the functions and contribute effective performances to improve desired level of results. 5
REFERENCES Books and Journals Garvey, B., Garvey, R., Stokes, P. and Megginson, D., 2017.Coaching and mentoring: Theory and practice. Sage. Ha, S. and Liu, C.K., 2014. Iterative training of dynamic skills inspired by human coaching techniques.ACM Transactions on Graphics (TOG).34(1). p.1. Klinke, A., Renn, O. and Lehners, J.P., 2018.Ethnic conflicts and civil society: proposals for a new era in Eastern Europe. Routledge. Neenan, M., 2018.Cognitive Behavioural Coaching: Distinctive Features. Routledge. Passmore, J. and Oades, L., 2015. Positive Psychology Coaching Techniques: Positive Case Conceptualisation.Source: The Coaching Psychologist.11(1). p.3. Passmore, J. and Oades, L., 2016. Positive Psychology Coaching Techniques: Gratitude.Source: The Coaching Psychologist.12(1). Rahim, M.A., 2017.Managing conflict in organizations. Routledge. Online Coaching.2017.[Online].Available through:<http://www.businessdictionary.com/definition/coaching.html>. 6