From the course: Certification Prep: SHRM-CP

Conflict management

From the course: Certification Prep: SHRM-CP

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Conflict management

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- Central to any conflict is a lack of understanding between the people engaged in the conflict. HR's role is to diffuse conflicts before they prevent employees from working together effectively. The SHRM-CP exam will cover five approaches to conflict resolution. The first is an accommodate approach. This is when one side gives in to the other but this doesn't address the root cause of the conflict and can have a negative impact on the relationship. A compromise approach is when both sides change their positions in order to find a mutually acceptable solution. An assertive approach is when a leader forces everyone into a solution. One side wins and one side loses. An avoidance approach is when the leader stops negotiating and leaves it up to the team to find a resolution. Finally, a collaborative approach is a conflict resolution technique that at its core has the goal of creating a win/win situation and is often recommended for use when negotiating with a union. Let's watch an interaction between Adriana and Natalie. What kind of conflict resolution techniques do you see? - Natalie, where's the project charter for the Landon Hotel project? It's not in the file. - Oh, I didn't do one. We know what the client wants. We've managed these types of projects from before. - Yeah but every project needs a charter. How else do we know what we agree to deliver? Every project isn't exactly the same. - Since you're so concerned, you do it. - You know what? I will but it's the last time I'm bailing you out. - I know, I just hate the paperwork with these projects. Okay, I'll own this one. The only thing I ask is that we split the work equally on projects we collaborate with each other. I feel like I'm always the one managing the administrative tasks and you're the one dining out with the clients. - I get it. I can see how the workload may seem unbalanced at times. What about this? Since we just got started on this project, let's take some time now to discuss roles and responsibilities so neither of us feel dumped on going forward. - I'm game, let's do it. - Okay, so how about Tuesday? - When Adriana said that she would draft the project charter that Natalie was responsible for, she used the accommodate approach. When Natalie decided to own up to her oversight and communicate her real issue, it caused Adriana to find ways to make the workload more balanced. This is an example of a compromise approach. The SHRM-CP exam asks questions that explore which technique you would use in a particular situation and why. The conflict resolution technique you choose depends on the situation. Be prepared to think critically about these types of questions. Before the test, familiarize yourself with performance review best practices and their impact on employee engagement and retention.

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