1. Managing Conflict and Stress
Chapter 17

2. What is Conflict? Myth Truth
Conflicts is dysfunctional
Conflict is a normal part of life
All conflicts can be resolved
Most conflicts can at least be managed
Conflicts will go away if ignored
Conflict can motivate change
Conflicts result in a winner and a loser
Conflict can strengthen relationships
Conflict—struggle between people with opposing needs, wishes, or demands

3. Positive Effects of Conflict
Energizes people
Opens up channels of communication that may not already exist
Parties involved can learn from the experience

4. Negative Effects of Conflict
Anger/Resentment can make it difficult for a working relationship to continue
Unresolved conflicts can lead to misconceptions about parties involved
Ongoing conflict makes it difficult to focus on jobs

5. Types of Business Conflict
Interpersonal Conflict
Between individuals that perceive or value a situation differently
Intergroup Conflict
Between groups/teams/departments within an organization
Organizational Conflict
Between employees and the organization itself

6. Managing Conflict Create positive atmosphere Keep an open mind
Parties involved can meet in a quiet, neutral setting
Keep an open mind
Don’t take one side or the other unless absolutely necessary
Be nonjudgmental
It may not be important to you, but it is to others
Encourage employees to work together to resolve conflicts before they escalate

7. Stress in the Workplace
Any physical, chemical, or emotional factor causing bodily harm or mental tension
“Workplace stress could be the #1 health problem in the U.S.” (former pres. of American Institute of Stress)

8. Effects of Stress Positive Effects Negative Effects
Some enjoy high pressure situations
Get bored without some stress/pressure
Can be motivating in the right dose
Can lead to greater productivity
Negative Effects
Emotional
Physical
Burnout….lose interest in job

9. Sources of Workplace Stress
Job mismatch
Conflicting expectations
Role ambiguity
Role overload
Poor working conditions
Unsatisfying work relationships
Alienation

10. Managing Stress
Employer assistance with employee personal problems is increasing
Identifying stress early can save a great deal of both money and anxiety
EAP—Employee Assistance Program
Puts employees in touch with professionals
Social worker, psychologist, counselor, etc
All confidential
Wellness Programs
Company sponsored programs to prevent illness and enhance employee well being
Educational programs
Medical exams
Workout facilities

11. Stress Management Approach problems with a positive outlook
Communicate when problems begin
Reward yourself for even small accomplishments
Take time for yourself
Enjoy the ride, not just the destination!