Conflict Resolution & Mediation

Mnagaing Conflict at Workplace

Introduction

Today the organizations have become quite particular about managing their human resources to the maximum level so the available workforce should focus on the attaining organizational goals. It is a routine thing to have conflicts among the personnel or management. The main idea is to manage the conflicts in a way that no one should feel left out (Doherty, 2008). In this research paper, I will give an example of my experience that I gained while working at town restaurant. This research paper aims to explore the implications of conflict arising at the workplace and its management. Conflict resolution and mediation are not an easy task to execute. One has to create a win-win situation to make the involving parties feel valued and respected. Conflicts are not always bad but are a positive sign to reach upon some creative solutions and bring people together (Huan & Yazdanifard, 2012).

Overview of the Organization

In my vacation, I worked at nearby local but bigger scale restaurant to earn some extra money for my adventurous trips. There, I witnessed how in any company conflicts arise and who are the skillful people to deal them. I started as a waiter to note down the orders from customers and help them decide on the menu. The conflict happened between another waiter, Steve and the in charge of the kitchen chef, Robert. Robert was angry at Steve for spending extra but unneeded time with customers chatting unnecessarily with them. This actually delayed the orders and caused the rest of the customers wait for their orders to get ready in the kitchen. On the other hand, Steve had excellent rapport with customers who even preferred to have him as their waiter and gave him heavy tips. The management had to handle the conflict quite carefully because they had the world's excellent chef and waiter. The management adopted collaborative style of solving conflict and after a span of sometime things got better between the said two parties.

Methods for Addressing Conflict Resolution

Behavioral Technique

In this method, the personal behavior of a person holds more significance while resolving any issue. A mediator is a person who is responsible for managing the conflict has to remain calm and patient while negotiating. Angry attitude can repel the efforts to solving issues. Gathering the relevant information is imperative, yet, a mediator has to stay in the present rather than relying majorly on the experiences. He has to keep his focus on the conflict, not the person. Communication of feeling takes place assertively while avoiding any aggressive attitude. In this style, a mediator has to give all due respect and rights to the concerning people of agreeing or disagreeing with the proposed ideas. The main idea of this technique is to create power with people not over them. In this scenario, the listening skills serve as a leading role (Johnson & Keddy, 2010).

Negotiation Techniques

Here, the role of a mediator is more like someone creating agreeing conditions for the concerning ...