BSBLDR402 - Workplace Conflict: Scenario Analysis and Solutions

This report analyzes a workplace conflict scenario within an IT call center, where cultural differences between two staff members are causing friction and impacting team performance. As a supervisor, the report emphasizes the importance of addressing the conflict and creating a positive work environment. It explores the problems stemming from differing opinions, personality clashes, and varying work styles. The report outlines a five-step process for conflict resolution, including identifying the source, looking for incidents, finding solutions, and collaboration. It recommends a collaborative approach to address cultural differences, highlighting the need for respect, trust, and understanding. The report concludes by emphasizing the impact of workplace conflicts on organizational performance and the importance of effective conflict management strategies to foster a productive and harmonious work environment. It references several academic sources to support its analysis and recommendations.

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STUDENT NAME:
STUDENT ID:
TOPIC: WORKPLACE CONFLICT (SCENARIO 1)
DATE: 8-06-2019

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Contents
Introduction.................................................................................................................................................3
Scenario 1:...................................................................................................................................................3
Workplace conflict...................................................................................................................................4
Problems.................................................................................................................................................4
Steps........................................................................................................................................................5
Recommendations...................................................................................................................................6
Conclusion...................................................................................................................................................6
References...................................................................................................................................................8

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Introduction
Workplace conflicts are observed in an organization whereas it is important to focus on leading
effective workplace relationships. Conflicts are a reality in the workplace that has a range of
activities and problems between the team members. There is a certain degree of tolerance while
considering conflict in an organization. sometimes the conflicts lead to unsatisfied employee
performance which affects the organizational outcomes. There are several team members who
handle conflicts and deal with the conflicts frequently. Frequently the team members observe
conflicts due to cultural differences and perceptions of individuals. The above scenario
represents the workplace conflict in an organization while dealing with problems and focusing
on solutions to be addressed in terms of managing team conflict in the workplace.
Scenario 1:
In an IT Call center, two of the staff members have cultural differences and are not getting along
well in the team. As a supervisor of the team, it is important to focus on the scenario and handle
the conflicts between the staff members. The staff members in the organization have different
perception thereby it is very difficult for both of them to consider each other’s opinion. The
conflict is been escalated from a few weeks and this is continuously observed to be a serious
situation. The situation came to a negative consequence when one of the team members spoke
aggressively to the colleague in front of the team members. Due to this situation, the work
environment is disturbed and it is noted that the team members are distressed. However, the
performance of the team members is not satisfactory and the work environment needs to be
enhanced and motivated.
As a supervisor, it is important to find out the problems in detail and consider the solution that
best suits the team members conflicts resolution and ensures that the work environment has a
positive effect in the near future.
Workplace conflict
Workplace conflict occurs when the parties or the team members disagree for one or the other
opinion and thereby there is a difference that is created among the team members. It is thereby
important to ensure that the employees in the organization get along well and follow the rules
and regulations that best suit the company’s performance (Ghaffar, Zaman & Naz 2012). The

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conflicts in the organization happen between employees, managers, departments or the group of
people thereby this is the major concern of finding and analyzing the situation and conflict
issues. There should be a resolution of conflict and this seems to occur in the most mutual efforts
that are made by the organization or the team leader. In this case, workplace conflicts are
managed by supervisors and the conflict is getting seriously disturb the society and the
community at large. There are a variety of matters due to which the conflicts occur among
employees and departments. In this case, the conflict is due to cultural differences and difference
of opinion of team members which is the common issue that every organization faces in one or
the other project. Usually, conflict is not random but it is important to solve the conflicts as soon
as possible.
The team members need to focus on the project and team development activities which are
possible with team coordination and trust among members. It is important to identify the
scenario and understand what the conflict is about and how to resolve the conflicts among team
members. Managing the team and effectively focusing on the solutions for best results is the
major approach that deals with the conflict management strategy (Karcıoğlu, Gövez & Kahya,
2011). This is not a random activity, while it needs analyzing the situation and taking actions for
conflict management. Conflict evolve among team members and harm the environment. There
are mutual resolutions that can be considered in conflict resolution activities. An intervention is
required while managing the study of the work environment.
Problems
The source of conflict among the team members is the cultural difference which is the major
conflict in the organization. The problem is majorly about the difference of interests among the
two team members which leads to conflict.
Differing interests
When individuals fight to focus on personal goals, conflicts occur majorly and this needs to be
resolved as soon as possible by the team leader or the supervisor. Personal goals are attained by
the team members which are higher compared to the organizational goals. This is the major
problem that occurs in the team while working on a certain project and considering the major
objective of the business.

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Personality clashes
The cultural differences even include personality clashes which is one of the likely factors to be
noticed. The personality of an individual does not change quickly and people find it difficult to
adjust in an environment and with other people working with them. This is the major reason
where the supervisor should consider the importance of handling a personality clash problem
(Aida 2014). To work effectively in the organization, it is important for the supervisor and team
members to gain an objective to consider equal treatment for each team member. The collective
differences are noticed in team conflicts as the team members have different perspectives and
interest. It is important to address the conflicts as soon as possible.
Different work styles
Cultural differences include work style difference among the team members. This is the major
problem that is addressed while working together to achieve organizational goal. The work styles
are different and thereby it is important to consider a major perspective and a specific working
style (Yarbağ 2015). This may cause problems in the initial stage, but later the employees and
the team members get along well. The working style of two individuals is different so as the
cultural differences thereby the organization needs to focus on effective programs or conflict
management to resolve the problems.
Steps
There is a five-step process that the supervisor may use the whole working on conflict resolution.
Step 1: Identify the source of conflict
Step 2: Looking for the incidents
Step 3: Solutions
Step 4: Identifying the solutions
Step 5: Collaboration

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Recommendations
Diversity is a typical element that needs to be focused on by organizations. There is advancement
at work and due to this, the conflicts arise due to diverse culture acceptance. It is important to
solve the conflicts among team members that are due to cultural differences.
Collaboration
A supervisor resolves the conflict while understanding the depth of the information and the issue
that has taken place and disturbed the work environment. The solution for the cultural difference
problem among two team members is highlighted with the collaboration style (Sidhu 2013).
Conflict resolution style of collaboration is adopted by the supervisor to concentrate on the level
of development and focus on finding the right solution for the problem. This is a win-win
situation solution that has a major paradigm of growth in terms of achieving the desired level of
resolution among the two parties. The moderate level of cooperation and assertiveness is
observed with appropriate scenario observation and emergence of the essence of solving cultural
differences as the problem. The complex situation of cultural differences is solved with effective
strategies and understanding the views of each party that need a novel solution as soon as
possible. Re-framing the level of challenge is on the bigger space and concentrating on ideas of
individuals is effective. The high degree of respect and trust are needed in this solution while it is
important to have a major impact on the work environment and the ideas that the team members
perceive.
Conclusion
Due to conflicts in the workplace, organizational performance is affected largely as the work
environment gets highly disturbed. The conflicts among team members arise due to several
situations and the supervisor needs to handle the situation from the given conflict resolution
styles. A win-win scenario needs to be handled by the supervisor in the organization while
handling the scenario. The conflicts are the major issues among team members, departments,
managers, etc. Effective practices need to be taken for the work environment and consider
cooperation among team members. Conflict resolution helps to produce a better solution and
consider improving self-awareness. Alternatives are provided in terms of selecting conflict
management styles. Conflicts at some point are as a source of growth that leads to

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transformation. There are different styles of conflict management lead to effective solutions
among team members. A high degree of trust and respect leads to the growth of the organization
while it is desirable to solve the conflicts by supervisors.

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References
Aida M, (2014), Effect of Conflict Management Styles of Manager's burnout. International
Journal of Technical Research and Applications, vol. 2, no. 3, pp. 08-10.
Ghaffar, A., Zaman, A., & Naz, A. (2012), A comparative study of conflict management styles
of public and private secondary schools' principals. Bulletin of Education and Research, vol. 34,
no. 2, pp. 59-70.
Karcıoğlu, F., Gövez, E., & Kahya, C. (2011), The relationship between communication style of
managers and conflict management style used by them. Atatürk Üniversitesi Sosyal Bilimler
Enstitüsü Dergisi, vol. 15, no. 1, pp. 327-340.
Sidhu, D. N. (2013). Conflict management style of workers. International Journal of Marketing,
Financial Services & Management Research, vol. 2, no. 5.
Yarbağ, P., Ş. (2015). Role of managers in solving conflicts in the organizations. Journal of
Doğus University, vol. 16, no.1, pp. 109-120.