As mentioned in the opening page of this element, there are stakeholders involved in conflict both directly and indirectly. Who is responsible for dealing with the conflict often ends up being a 'third party' person who is not directly involved. However, it must be noted that not every type of conflict is the same and consquently there is no hard and fast rule as to who is responsible for every situation. The Who When and How must be first be considered. Consider the following case studies to understand this:

Case Study 1

The photocopier has run out of paper. Kylie and Kim are having an argument over whose job it is to get the paper.

Somebody looks up to see what is going on but then returns to their work.

Who handles the conflict?

Kylie and Kim are the primary stakeholders. This conflict is best left to Kylie and Kim to work out by themselves.

Case Study 2

The photocopier has run out of paper. Kylie and Kim are having an argument over whose job it is to get the paper.

Charles arrives with a handful of documents. When he realises what is going on he is furious and says "I have a major client waiting in my office for copies of these documents. How are we supposed to keep our business if we can't even photocopy something for him?"

Who handles the conflict?

Kylie and Kim are the primary stakeholders; Charles is a secondary stakeholder. As the conflict has escalated with greater impact, Charles is now affected by the conflict. He may therefore insist the conflict is sorted out, ultimately taking responsibility.

Case Study 2

The photocopier has run out of paper. Kylie and Kim are having an argument over whose job it is to get the paper.

Charles their boss has tried on several occasions to stop these two from bickering to no avail. This constant bickering is now starting to disrupt others.

This is the last straw for Charles who now rings for a conflict resolution mediator to come in to sort this problem out.

Who handles the conflict?

A third party is invited by the main stakeholders to mediate on the conflict. The third party is neutral and skilled in handling conflict.

 

Often conflict is handled in either of two ways:

Spontaneously

Planned

We often have to decide is the conflict best dealt with straight away or later.

Conflict is handled spontaneously when it is dealt with there and then. In deciding to deal with it later allows us time to plan our strategies for dealing with the conflict.

Consider the following activity which asks you to indicate who the stakeholders are in this situation and also who is responsible for dealing with it. Finally, indicate when you feel it should be dealt with.

 

When dealing with the how of conflict consider whether you want to takle the conflict in one of the following ways:

Formal - Generally in a serious environment usually in an office. Often only for serious conflict.

Informal - Possibly dealt with during a coffee break or other informal location

 

It will not always be possible to deal with conflict in a manner suited to everyone concerned and this can be due to any or all of the following:

Normal Procedures - We have to consider what is the policy in our workplace for dealing with such situations. Also it is necessary to bear in mind any union regulations.

Available resources - Money, people, skills, time and equipment may all have to be considered in a conflict. For example, is there time available to deal with conflict etc.

Established Relationships - Often in work, you may find a dominationg person with no authority, if a boss moves people around to stop this, what impact will it have on others?