Professional Skills Portfolio: Conflict Management and Leadership

This professional skills portfolio report analyzes a case study involving workplace conflict between two sales executives. The report identifies the problem as animosity stemming from competition and poor management, leading to a breakdown in communication and team division. It explores conflict resolution strategies, including finding the root cause, evaluating solutions, and implementing follow-up meetings to foster a united team. The report also proposes a social employee behavior policy to prevent future conflicts, outlining acceptable and unacceptable behaviors, and informal/formal resolution processes. Furthermore, the report examines servant leadership as a solution, emphasizing its benefits in improving employee motivation, fostering collaboration, and promoting ethical power usage. The report concludes by highlighting the importance of servant leadership in creating a positive work environment and improving overall organizational performance.

PROFESSIONAL SKILLS
PORTFOLIO

Table of Contents
Task 1..........................................................................................................................................3
1.1 Problem in the case study......................................................................................................3
1.2 Cause of the conflict ..........................................................................................................3
1.3 Measures to avoid conflict .................................................................................................3
1.4 As a manager how the situation will be handled ................................................................4
Task 2 ..............................................................................................................................................5
Social employee behaviour policy...................................................................................................5
Task 3...............................................................................................................................................6
3.1 servant leadership.................................................................................................................6
3.2 Benefits of the servant leadership.........................................................................................7
References .......................................................................................................................................8

Task 1
1.1 Problem in the case study
The problem in the case study was the animosity between the Liam and Emma from last
three months. They both were claiming that there customer,s are target by other that is in case of
Lima by Emma and vise-versa. Last week after the social function of the company they both
started cold war by verifying each other and harassing by passing negative comments. The
problem aroused due to destitute management of human resource and low control over the
subordinates (Lehman, 2016). The conflict arises as Liam, Emma and Sophia are the best
performer of the company. So in case of Liam and Emma, they may be jealous of each other and
want to subjugate to become the prior sale executive of the department. Problem occurred due to
lack of motivation and leadership by the management.
1.2 Cause of the conflict
Conflict between employees of the company is normal and often due to improper
management it occurs. In order to sustain, an organization must focus on effective cooperation
among employees. In this major to as study the conflict arises because of competition between
employees, miss-conception and due to less time spend by the manager with subordinates.
Manager in the prescribed case flunked to fulfill his duty regarding proper communication
motivation and defining the goals thoughtfully to avoid discrimination (Huang and Sun, 2016).
Liam and Emma because of their personal abhor towards each other, affected the environment of
the respective department. Their breakdown in the communication increases their rage and as a
leading sales executives the department was divided into two groups. Another reason for the
conflict was lack of accountability, which occurred due to their frustration as no appropriate
action was taken by the manager when they discussed the problem in the front of manager.
1.3 Measures to avoid conflict
There are various methods or tool to solve the conflict in an organization. As per the give
study the manager should perform following steps. Firstly, find out the real problem. Conduct a
meeting and called the employees who are engage in the problem. Listen to both parties and
grant them permission to place problem clearly. Secondly, evaluate relevant strategy to solve the
problem. Talk to every employees who knows about the problem and motivate them to resolve

the conflict. Thirdly, develop solution of problem by follow-up meetings. Having a close view of
the situation and a conversation with both the employees to end the deal. Realising them their
duty and their act may harm organization as well as their career (Lehman, 2016). Fourthly,
forming a united team means as both the party are convinced, manager should ensure that new
conflict do not arise by paying attention on how the staff should be bound togather.
1.4 As a manager how the situation will be handled
Being the manager of the company discussed in the case study the following procedure
would be followed or implemented to resolve the conflict. Remember, a conflict occurs due to
the problem between two or more parties but is continued by the reluctance of the manager. An
end to a heated argument is not the complete solution. The procedure of calm and compose
agreement is the commencement of the calm implementation which is even more longer.
The procedure will be organizing a conference, inviting both the employees that is Liam
and Emma. Asking them about the problem and allowing to present there views on any
misconception, dissatisfaction or harassment while performing there task. As both the party place
there answer and the relevant action will be taken. By clarifying how they both are excepted to
respond and dealing with their discrimination and according to that evaluating guidelines.
Fulfilling both parties demand by making the availability of the adequate resources to resolve the
conflict. Assisting them with relevant feedback and playing the role of mediator in solving the
intervention (Flynn, Smither and Walker, 2016). Facilitating communication and more vital,
developing a resolution system for problem solution. Analysing the importance of each party and
according to that deciding what is essential for both as both the parties are welled oriented
employees of the company, manger has to look for the alternatives and outcomes for the good of
both employees. Commitment of the negotiation on the basis of the mutual understanding along
with a follow-up strategy.
The planning of the problem solving plan is seems to easy but is very difficult in
implementing. Many times the problem solving tools failed due to wrong implementation. For
that manager has to act as a mediator between both the parties (Flynn and Walker, 2016).
Influencing them and their perception that they are important element in the success of the
organization and have to work together for the goals of company and their too. In such a case

manager will be create the accountabilities of both party for developing the bond again. It is not
necessary that manger will only develop the solution, those who are involved in conflict can too
provide the appropriate suggestions. Being as a mediator between both the parties, manager and
his functions are key elements in resolving the problem.
Task 2
Social employee behaviour policy
Introduction and rationale
Policy for social event employees behaviour is required in the give case so that all the
unexpected conflict which take place can be avoided at the work place. This policy reminds that
employees of what their employers expect from them and their behaviour at social event can take
a serious consequences (Zhu and He, 2016). There are some work related social event such as
Christmas party or event can be organized at local restaurant. In the given case, for motivating
the team each week a social event was organised in the local restaurant and firm pay for some
drinks. Since, from the last month animosity was increases between Sophia and Emma. At the
last event they both had a few drinks and their issues developed into a heated argument- abusive
comments and offensive gestures. It is justified that policy need to made so that such kind of
conflict at event can be avoided.
Scope
This policy is apply to all the team workers and team manager who are working within an
organisation. Therefore this work related social event policy covers no drinking and driving,
illegal drugs, not tolerating improper conduct and unacceptable behaviour etc.
Acceptable behavior
All the employees who are working within the organisation need to behave in
professional manner at the tine when interacting with others. There are some sort of standard
which staff member need to follow that is are described below:
Work with co- operatively with each others in order to achieve organisational objectives. Along
all team member need to manage all their work in appropriate and fair manner. For instance, in
the the given case both Shopia and Ema working in an effective and in fair manner. After some
time animosity take place between both of them. They are not working co-operatively with

others and their performance was going down. Due to this reason team objective was not met on
time.
Unacceptable behaviour: It includes bullying, victimisation and harassment and may
involve action (Huang and Sun, 2016.). It is unwanted by the recipient and it has the reason for
violating the recipient dignity and offensive environment.
Informal and formal resolution: in informal resolution means a complaints have several
option which cam be initiated. In this all the matter can be resolved through informal resolution.
On the other side informal resolution all the solution process need to carried out in a systematic
manner.
Task 3
3.1 servant leadership
The process of developing people and improving their performance for the organization
goals. Servant leadership includes leader philosophy and his practices to enhance the level of
individuals. It is the new form of leadership which has been developed by practitioners to serve
the individuals first, share power with them to resolve their problems (Lehman, 2016). The
process of servant leadership depicts that aspiring people to overcome their difficulties and gain
power to lead. Leader and servant are two major factor of this leadership which shows that
people priority should be served first. The purpose and the function of the servant leadership is to
listen to the servant, healing and persuading them, conceptualizing their thoughts and
commitment of their growth. This leadership style includes participation and encouraging others
by servant leaders to increase the ability and proficiency of employees.
In case study, it is being shown that the conflict between Liam and Emma due to lack of
motivation and not solving the problem when they both had the argument regarding the
customers. The leader should required to implement servant leadership in which all the 20
employees must participate. Hearing the demands of all the employees and acting accordingly. In
case of Liam and Emma, leader should analyze the deviation and in front of both mentioned the
protocol of not verifying each other and maintain complete harmony. Conflict between may
affect others and will lead to the formation of the group which somehow affect other as well
organization. Adopting servant leadership for the better outputs for the employees. Solving the
problem and realizing the co-worker that, it will affect your working environment. Servant

leadership not only protect employees, along with that it also defines collaboration of people and
ethics to use the power.
3.2 Benefits of the servant leadership
Servant leadership is a concept that is introduced or developed for the social welfare. It
has the potential of stimulating the people to be on right track ( Hakanen and Rodriguez-
Carvajal, R., 2017). The better and equal treatment of the subordinates leads to the better
customer satisfaction by the employees of the organization and increase the number of the
customers. Servant leadership is implemented by many organization to excel the culture and
environment of company.
In the case study, it is important to implement the servant leadership as to solve the
problem occurred between the two employees that is Liam and Emma. It is imperative to make
both the subordinates participate in the motivational programs for developing the harmony and
protecting the objectives of their department (Huang, Zhou and Sun, 2016.). This leadership
tactics is to improvise the return of investment of the employees and in return manager can
impart better performance from both Liam and Emma. By this it will be ensure that the will
again start trusting each other and will have greater task engagement. Offering employees to
participate in decision-making process to come with innovative notion for the change in the
organization environment. The principle which should be applied in this case is to have higher
level of control over subordinates to promote effective communication and creating their
accountability.

References
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Leaders’ Core Self-Evaluations and Subordinates’ Perceptions of Servant Leadership: A
Field Study. Journal of Leadership & Organizational Studies, 23(3), pp.260-271.
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Routledge.
Huang, J., Zhou, Y., Jia, X. and Sun, H., 2016. A Novel Social Event Organization Approach for
Diverse User Choices. The Computer Journal.
Lehman, D., 2016. A Case Study Describing How Servant Leadership Attributes Impact
Superintendent Longevity and Leadership Styles (Doctoral dissertation).
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A., Cihan Duyan, E. and Rodriguez-Carvajal, R., 2017. The Cross-Cultural Invariance of
the Servant Leadership Survey: A Comparative Study across Eight
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Zhu, B., Wang, Y. and He, C.L., 2016, June. Global Social Event Extraction and Analysis by
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