CHAPTER 17: MANAGING CONFLICT AND STRESS

1. CHAPTER 17:MANAGING CONFLICT AND STRESS When you have completed this chapter, you will be able to: • Understand the sources of conflict that exist in the workplace. • Recognize how managers can resolve conflicts among their employees. • Understand the sources and effects of stress and burnout in the workplace. • Identify the kinds of programs businesses set up to deal with employee problems. • Know how to use stress-management techniques to reduce the level of stress. Business Essentials--Mr. Archambeau

2. CHAPTER 17:MANAGING CONFLICT AND STRESS Conflict in the Workplace Effects of Conflict • Conflict is the struggle between people with opposing needs, wishes, or demands. • Managers recognize that some conflict in the workplace can have a positive effect. Business Essentials--Mr. Archambeau

3. CHAPTER 17:MANAGING CONFLICT AND STRESS Conflict in the Workplace How many of you have ever had beef with someone and it turned out positively? Business Essentials--Mr. Archambeau

4. CHAPTER 17:MANAGING CONFLICT AND STRESS Conflict in the Workplace Positive Effects of Conflict Conflict can play a useful role within a business organization—it can force people to confront situations they might have otherwise ignored. • Conflict energizes people. • Conflict is a form of communication. • Parties to a conflict can learn from the experience. Business Essentials--Mr. Archambeau

5. CHAPTER 17:MANAGING CONFLICT AND STRESS Conflict in the Workplace Negative Effects of Conflict Although some kinds of conflict can be positive, unresolved conflict can create an unproductive work environment. Results of unresolved conflicts include: • Low employee productivity. • Difficulty in accepting authority • Distortion of reality (ignored employee demands result in mistrust of management and feelings of not being valued) • Strikes Business Essentials--Mr. Archambeau

6. CHAPTER 17:MANAGING CONFLICT AND STRESS Conflict in the Workplace Negative Effects of Conflict • What is a strike? • A strike is the concerted refusal of employees to perform work that their employer has assigned to them in order to force the employer to grant certain demanded concessions, such as increased wages or improved employment conditions. • Give an example of a strike you have heard of in the news? Business Essentials--Mr. Archambeau

7. CHAPTER 17:MANAGING CONFLICT AND STRESS Conflict in the Workplace Negative Effects of Conflict • Verizon 13-Day Strike –August 2011(45,000 workers fight wage cuts and other concessions) • Verizon Management demands: • Continued contracting out of work to low-wage contractors, which means more outsourcing of good jobs overseas. • Eliminating disability benefits for workers injured while on the job. • Elimination of all job security provisions. • Eliminating paid sick days for new hires and limiting them to no more than five for any workers. • Freezing pensions for current workers and eliminating them for future employees. • Replacing the current high-quality health care plan with a high-deductible plan requiring up to $6,800 in additional costs. Business Essentials--Mr. Archambeau

8. CHAPTER 17:MANAGING CONFLICT AND STRESS Conflict in the Workplace Negative Effects of Conflict • Verizon 13-Day Strike –RESULTS: • "We agreed to end the strike because we believe it is in the best interest of our customers and employees." (Marc Reed, Verizon Communications Inc.'s Executive Vice President of Human Resources) • The return is neither a win nor a lose for either side, but rather a draw - because workers do not have a new contract and the company has yet to achieve its collective-bargaining goals. Business Essentials--Mr. Archambeau

9. CHAPTER 17:MANAGING CONFLICT AND STRESS The Nature of Workplace Conflict Types of Conflict • Interpersonal Conflict (conflict between individuals) • Intergroup Conflict (conflict between groups or departments) • Organizational Conflict (conflict between employees and the organization) Business Essentials--Mr. Archambeau

10. CHAPTER 17:MANAGING CONFLICT AND STRESS The Nature of Workplace Conflict Types of Conflict • What can cause Interpersonal Conflict? Individuals have different values and personality traits. • What can cause Intergroup Conflict? Groups have different goals. • What can cause Organizational Conflict? Changes occur in policies (downsizing, reorganization, layoffs). Business Essentials--Mr. Archambeau

11. CHAPTER 17:MANAGING CONFLICT AND STRESS The Nature of Workplace Conflict Managing Conflict Managers should take a positive approach to conflict resolution. • Managers can address underlying problems. • Managers can ask one side to give in to the other. • Establish an atmosphere that promotes partnership and problem-solving. • Managers can encourage parties to a conflict to work it out. Business Essentials--Mr. Archambeau

12. CHAPTER 17:MANAGING CONFLICT AND STRESS Stress in the Workplace What is Stress? • What causes stress in your life? • Stress is any physical, chemical, or emotional factor that causes bodily or mental tension. • How does stress in the workplace affect businesses? • Job-related stress costs businesses millions of dollars every year. • Managers must recognize the signs of stress among employees and take steps to change the environment. Business Essentials--Mr. Archambeau

13. CHAPTER 17:MANAGING CONFLICT AND STRESS Stress in the Workplace Positive Effects of Stress? • Stress can motivate people to work harder. • Stress can keep workers from getting bored and depressed. • Stress can present a challenge and add excitement to a job. Business Essentials--Mr. Archambeau

14. CHAPTER 17:MANAGING CONFLICT AND STRESS Stress in the Workplace Negative Effects of Stress? Too much job-related stress can be harmful, and lead to absenteeism, high job turnover, reduced productivity, and burnout. Business Essentials--Mr. Archambeau

15. CHAPTER 17:MANAGING CONFLICT AND STRESS Stress in the Workplace • Employees who are either overqualified or underqualified for their jobs. • Work-related stress can also lead to burnout. This occurs when excessive stress leads to loss of interest in one’s job. Business Essentials--Mr. Archambeau

16. CHAPTER 17:MANAGING CONFLICT AND STRESS Stress in the Workplace Managers can prevent burnout by redesigning jobs, clarifying expectations, improving working conditions, training employees (including professional development). Business Essentials--Mr. Archambeau

17. CHAPTER 17:MANAGING CONFLICT AND STRESS Stress in the Workplace Managing Stress? • Many organizations attempt to help employees with such problems as stress, burnout and personal problems. • What kind of personal problems could employees have? • Personal problems include alcohol and drug abuse, depression, anxiety, domestic trauma, or financial problems. • Companies have Employee Assistance Programs and Wellness Programs to assist employees. Business Essentials--Mr. Archambeau

18. CHAPTER 17:MANAGING CONFLICT AND STRESS Stress in the Workplace Managing Stress? Employee Assistance Programs (EAPs) • These are company-sponsored programs designed to help employees with personal problems. • Businesses support EAPs: • Increase productivity • Reduce absenteeism • Reduce tardiness • Reduce friction among employees • Reduce employee grievances • Reduce a company’s insurance costs (reduce illness and accidents) Business Essentials--Mr. Archambeau

19. CHAPTER 17:MANAGING CONFLICT AND STRESS Stress in the Workplace Managing Stress? Wellness Programs These are company-sponsored programs designed to prevent illness and enhance employee wellness. Employer wellness efforts include: Business Essentials--Mr. Archambeau

20. CHAPTER 17:MANAGING CONFLICT AND STRESS Stress in the Workplace Managing Stress? Reducing Stress with a Positive Approach Business Essentials--Mr. Archambeau

21. CHAPTER 17:MANAGING CONFLICT AND STRESS THE END Business Essentials--Mr. Archambeau