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Lecture Supervision in the Hospitality Industry, (7/E): Chapter 11 - Walker, Miller

Chapter 11 - Planning and organizing. This chapter presents the following content: The nature of planning, types of plans and planning, planning for change, planning your own time, organizing for success. | CHAPTER 11 Conflict Management, Resolution, and Prevention Copyright © 2012 by John Wiley & Sons, Inc. All Rights Reserved Overview What is Conflict? Conflict Management Conflict Resolution Workplace Violence Conflict Prevention CHAPTER 11 Conflict Management, Resolution, and Prevention Copyright © 2012 by John Wiley & Sons, Inc. All Rights Reserved What is Conflict? Anger is defined as a feeling of great displeasure, hostility, indignation, or exasperation, wrath, trouble or affliction. Conflict is defined as discord, a state of disharmony, open or prolonged fighting, strife or friction. CHAPTER 11 Conflict Management, Resolution, and Prevention Copyright © 2012 by John Wiley & Sons, Inc. All Rights Reserved What is Conflict? We define conflict as a disagreement resulting from individuals or groups that differ in: Opinions Attitudes Beliefs Needs Values Perceptions CHAPTER 11 Conflict Management, Resolution, and Prevention Copyright © 2012 by John Wiley & Sons, Inc. All Rights . | CHAPTER 11 Conflict Management, Resolution, and Prevention Copyright © 2012 by John Wiley & Sons, Inc. All Rights Reserved Overview What is Conflict? Conflict Management Conflict Resolution Workplace Violence Conflict Prevention CHAPTER 11 Conflict Management, Resolution, and Prevention Copyright © 2012 by John Wiley & Sons, Inc. All Rights Reserved What is Conflict? Anger is defined as a feeling of great displeasure, hostility, indignation, or exasperation, wrath, trouble or affliction. Conflict is defined as discord, a state of disharmony, open or prolonged fighting, strife or friction. CHAPTER 11 Conflict Management, Resolution, and Prevention Copyright © 2012 by John Wiley & Sons, Inc. All Rights Reserved What is Conflict? We define conflict as a disagreement resulting from individuals or groups that differ in: Opinions Attitudes Beliefs Needs Values Perceptions CHAPTER 11 Conflict Management, Resolution, and Prevention Copyright © 2012 by John Wiley & Sons, Inc. All Rights Reserved Main “Ingredients” of Conflict The main “ingredients” of conflict include: Desires Needs Perceptions Power Values Feelings CHAPTER 11 Conflict Management, Resolution, and Prevention Copyright © 2012 by John Wiley & Sons, Inc. All Rights Reserved Figure 11.1 The main ingredients of conflict. CHAPTER 11 Conflict Management, Resolution, and Prevention Copyright © 2012 by John Wiley & Sons, Inc. All Rights Reserved Common Causes of Workplace Conflict Lack of communication Feelings of being undervalued Undefined/not clearly defined roles Poor use of managerial criticism Preferential treatment Poor management or leadership Impractical expectations Overworked employees Stress Internal conflict CHAPTER 11 Conflict Management, Resolution, and Prevention Copyright © 2012 by John Wiley & Sons, Inc. All Rights Reserved Conflict Triggers Different work methods Different goals Personalities Stress Different viewpoints or perspectives Communication is the resolution to the majority of conflicts! .