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Conflict Resolution

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Anthony Lentini

on 13 September 2015

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Transcript of Conflict Resolution

Conflict Resolution
Collaboration by
Information Technology
Conflict in the workplace is unavoidable in many industries and the field of Information Technology is no different. As the ICT sector contains employees from varying personal and professional backgrounds, this often leads to differing opinions about technology which may be the foundation for workplace conflict (DeVoe, 1999).
In large companies that contain multiple teams that are responsible for various technologies, opposing priorities will often cause conflict if strategies or solutions are not in the best interests of each team. Many IT positions also involve direct contact with end users or customers and conflict is inevitable when certain problems cannot be resolved in a timely manner.
The consequences of conflict can vary depending on the nature and significance of a workplace dispute. Professional relationships and job satisfaction can suffer as a result of workplace conflict and generally affect a person’s overall productivity (Kidder, 2007).
Conflict in education can be caused by a number of factors, tasks and values. However more commonly the 'sources of the conflict are poor communication, competition for resources and incompatible goals'. (Plunket, Raymond & Attner 1989)
There are both positive and negative effects of conflict in education. Conflict can cause a positive result as it can demonstrate the need for change in some policies and procedures.
However conflict can have negative results such as resentment, fear, frustration or anger all of which can have an ongoing effect on the wellbeing of the individual involved in left unresolved.
With the natural diversity that is in schools and the education system, there are a number of ways in which conflict can appear. It can take on any of the following forms:
- Student to student
-Teacher to Student
-Teacher to Teacher
- Teacher to Parent
- Parent to Student
Each of these instances come with the potential for conflict because of the diverse nature of each individual.
Katie Allen
Brianna Dixon
Anthony Lentini
What is conflict and how do we resolve it?

Conflict involves situations in which differences are expressed by interdependent people in the process of achieving their needs and goals, and it arises when a difference between two or more people necesitates change in at least one person in order for their engagement to continue and develop. (Donohue & Kolt, 1992)
Stress can also be a consequence of interpersonal conflict and may result in worker’s compensation claims for psychological injury (McKenzie, 2015). These claims are often costly to companies in both monetary and productive capacities due to lengthy periods of absence and associated treatment programs (McKenzie, 2015).
In the Information Technology industry where multiple teams are usually brought together to deliver technological solutions, mediation may include negotiation, compromise and a combined effort to align the priorities of each team for the betterment of the project or company (McKenzie, 2015).
Mediation is an effective method to resolve conflict and is defined as a structured process that includes an impartial mediator who orchestrates communications between the conflicting parties in an attempt to find a solution to the conflict that will improve working relations (Doherty 2008).
In hospitality there are numerous things that can cause conflict. Some factors that can cause conflict in this industry are; stress, lack of planning, low on staff, poor communication and lack of teamwork. When these factors happen it can cause ripple effects such as; arguments, annoyance, misunderstandings and anger.
Conflict resolution, is important in any workplace especially the hospitality industry, but what is so important about it? A good way to summarise this would be, if we didn't have conflict resolution we would be in constant conflict. Nobody wants to be in constant conflict, especially at work. Conflict resolution is about coming to some sort of a solution about whatever conflict is a concern. So how do we go about this process?
Here are some tips on how to come to conflict resolution in the hospitality industry:

1. Find out what the conflict exactly is. (Discuss this with your fellow workers and managers)
2. Express yourselves and concerns one person at a time with no interruptions.
3. Active listening (so really listening to your colleagues)
4. Work together as a team to find a solution to the problem
5. Collaborative/compromise

Results of conflict in hospitality could be good and could be bad. First of all we will start off with some results of conflict in a good light. Good results of conflict can be; inspire creativity, share and respect opinions, improve future communication and identify new members (Brookins,2015). Bad results of conflict can be; mental health concerns, waste of time and resources, members leave organisation and violence (Brookins,2015).
Although conflict exists and is inevitable at some point, it can be effective in individual growth as long as it is effectively resolved by all involved in the issue. In order for the conflict to be resolved all opinions must be heard to determine the best course of action.
The best method to resolve conflict is to avoid it occurring in the first place where possible, this can be achieved by educating schools to achieve effective and supportive working and learning environments between everyone as this will lead to less conflict and better outcomes for all involved.
Some successful techniques towards conflict resolution are:
Co operative classroom policies for resolving issues
Effective communication


Conflict can destroy a team which hasn't spent time learning to deal with it. Thomas Isgar
I've always believed that a lot of the troubles in the world would disappear if we were talking to each other instead of about each other.
Ronald Reagan
Mediation is a hugely effective technique in resolving conflict in education, as it helps those involved to assess their options and come to an agreement. It is effective as it is a method that can easily be used in conflict resolution through groups of all ages and backgrounds. During the process of mediation, the mediator encourages the effective communication between the conflicted individuals.
Figure 1. Conflict Resolution (Sustainable.org, 2015)
Conflict is diverse in nature and can take on different forms in each industry. Conflict is most commonly thought of as being negative, however with effective management towards conflict resolution it can become a positive tool in any workplace. It can enable, enhance and create a positive working environment which in turn generates sound teamwork. This presentation will demonstrate the cause and effects of conflict and will discuss effective conflict resolution techniques through the industries of Education, IT and Hospitality, although the same methods could be applied effectively across other industries with positive outcomes.
(Sesame Street, 2012)
(Turn key doc, 2014)
(Slideshare 2015)
There is no way to remove all conflict from any environment, as it is so varied in type such as racial, emotional and organisational just to name a few. There are effective ways to resolve conflict and prevent the same conflict arising in the future. The key to resolving the conflict is effective communication as this is the base of all of the techniques that have been described in this prezi. Conflict is said to help promote positive change in a workplace and thus is a vital tool for all individuals to understand and effectively use in the workplace.

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Conflict Resolution. (2015). Figure 1. [image]. Retrieved September 10, 2015 from

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Devoe, D. (1999). Don't let conflict get you off course. Infoworld, (21), 69.

Doherty, N., & Guyler, M. (2008). The essential guide to workplace mediation & conflict resolution. London: Kogan Page.

Donohue, W., & Kolt, R. (1992). Negotiation; conflict management. In managing interpersonal conflict. Retrieved from http://dx.doi.org/10.4135/9781483325873

Dyer, W. (2014). Results of conflict, [photograph] retrieved from http://transformationalstrategist.com/leadership-perspective-redefining-conflict-and-disagreement-as-creative-tools/

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Kidder, D. L. (2007). ‘Restorative justice: Not “rights”, but the right way to heal relationships at work’, International Journal of Conflict Management, Volume 18 2007, 4-22

McKenzie, D. M. (2015). ‘The role of mediation in resolving workplace conflict’, International Journal of Law and Psychiatry, Volume 39 March – April 2015, pp 52-59

Plunkett, W., Raymond, F., & Attner. (1989). Introduction to management (p. 437). Boston: PWs- Kent publishing.

Sesame Street 2012, Sesame Street: Robin Williams: Conflict retrieved from https://m.youtube.com/watch?v=Gl3e-OUnavQ

Slideshare, (2015). Conflict, [photograph] retrieved from http://www.slideshare.net/mobile/ARVisInstitute/conflict-management-in-the-workplace-11949427

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