Class 11 Private Security Chapter 2 Managing Conflicts at Workplace

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Class 11 Private Security Chapter 2 Managing Conflicts at Workplace

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Managing Conflicts at Workplace

Chapter: 2

SESSION 1: IDENTIFYING CAUSES AND SYMPTOMS OF CONFLICT AT WORK

ASSESSMENT

EXERCISE 

A. Read the following situations and tick the appropriate cause of conflict:

1. Scenario: The teacher saw that Manoj was not allowing Ketan to write and was grabbing the pen from him. Ketan had taken Manoj‘s pen when he was not looking and was refusing to give it back to him. Manoj and Ketan are involved in a disagreement over the ownership of a pen, but because they are expected to stay quiet in a classroom, they are resorting to a physical disagreement. The physical quarrel has caught the attention of the teacher who is not aware of the cause.

What could be the cause of conflict between Manoj and Ketan? Tick the most appropriate phrase.

(a) Different value.

(b) Different culture. 

(c) Making assumption. 

(d) Physical resource.

Ans: (d) Physical resource.

2. Scenario: Aryan is having an argument with Nisha. Nisha is complaining that all team members should take turns to organise coffee for the team. Aryan does not agree and is saying that as she is the only female in the team and so she should be assigned this duty. 

What is the cause of conflict between Nisha and Aryan? Tick the most appropriate phrase.

(a) Different values.

(b) Different cultures.

(c) Making assumptions.

 (d) Different expectations.

Ans: (a) Different values.

3. Scenario: Two security personnel are arguing at the boundary fence. One of them is insisting that the broken fence means that somebody has entered into the premises. The other one is arguing that the broken barbed wire looks old and rusted, therefore, there can not be any intruder. 

What is the cause of conflict between the two security personnel? Tick on the appropriate box. 

(a) Different value.

(b) Different culture.

(c) Making assumption.

(d) Different expectation.

Ans: (c) Making assumption.

4. Scenario: The Security Head of the BCD Hotel is arguing with the Manager of the BCD Hotel that another camera is necessary for improving security in the organisation. He argues that security personnel are overburdened and cannot be deployed efficiently. The Manager of the Hotel does not agree with the Security Head and insists that security should be managed with the existing Security Guards. 

What is the cause of conflict between Security Head and Manager of the BCD Hotel? Tick on the most appropriate phrase.

(a) Different Value.

(b) Different Culture. 

(c) Different Expectation. 

(d) Different Personality. 

Ans: (c) Different expectation.

5. Scenario: Mr.Shekhar works as a Security Officer for ABC company. He works in a team of seven people who scrutinize incoming packages for hazardous material. On the team are four women and two men. They have come from three different States in India. One of the men in the team Mr.Aryan feels that Shekhar works too slowly and is not doing his full share of work. He laughs with the other team members about Shekhar and talks about him in nasty ways. It is a very uncomfortable situation for the Shekhar to work. 

What is the cause of conflict between Mr.Shekhar and Mr.Aryan? Tick the most appropriate phrase.

(a) Different Values. 

(b) Different Cultures. 

(c) Different Expectations. 

(d) Different Personality.

Ans: (b) Different cultures.

ASSESSMENT

A. Short Answer Questions:

1. What is conflict?  

Ans: Conflict at work takes many forms. It may be that two workers simply don‘t get on or that an individual has a grievance against their superior or the manager. 

It could result due to the following factors:

(i) Perceptions.

(ii) Conflicting roles.

(iii) Different personal values.

(iv) Poor management.

(v) Unfair treatment.

(vi) Unclear job roles.

(vii) Inadequate training.

(viii) Poor communication.

(ix) Poor work environment.

(x) Lack of equal opportunities.

(xi) Bullying and harassment by superiors or colleagues. 

(xii) Timeline pressures.

(xiii) Unpredictable policies.

(xiv) Unresolved issues.

(xv) Increase in workload.

(xvi) Personality clash.

2. Describe any two causes of conflict between employers and employees.  

Ans: The two causes of conflict between employers and employees are as under:

(i) Differing values: Values are preferred courses of actions or outcomes which guide a person‘s behaviour and which are accepted by society as worthwhile or valuable. Examples of values are: accountability, bravery, charity, discipline, equity, freedom, generosity, honesty, integrity, justice, knowledge, love, maturity, neatness, order, peace, respect, service, trust, unity, vision, warmth, youthfulness, zeal, etc. When people have differing values, conflicts can result. If one of your personal values in life is that your family comes first, and if your boss‘ personal value is that work comes first, conflict can result when he/she asks you to stay late at work or to give up a planned family vacation due to project deadlines. 

(ii) Making assumptions: An assumption is a proposition or course of action that is taken for granted. Assumptions are made, based on experience, known facts and norms. An example for assumption is that all children who have passed class 8 are knowledgeable about all the topics taught in class 8. If the boss assumes that his/her employee will have finished the presentation when he gets back to office, but when he/she finds that presentation is not ready, conflict between the boss and employee can result. If the employee assumes that the boss will remember his promise of a raise in salary at the end of the month, but the boss neither give a raise nor remembers that he had promised then a conflict may arise. 

SESSION 2: MANAGING CONFLICT IN THE WORKPLACE

EXERCISE

Case Based Problem:

A. Read the situation carefully and answer the following questions:

1. Scenario: Six months have passed since the problem started. As usual the broadband connection of the ABC company turns slow after the 15th of the month. The Head of Security complained again for the fifth time to the Head of Information Technology (IT) Department as his team is unable to send reports through the Internet. However, the IT department have not been able to solve the problem. 

Identify the stages of conflict by filling the following blanks: 

(a) The two parties in the conflict are: ___________________________________________ and ______________________________________ . 

Ans: The two parties in the conflict are: Head of Security and Head of Information Technology (IT) Department.

(b) The Head of Security and his team have been unable to send ___________ due to the problem. 

Ans: The Head of Security and his team have been unable to send reports due to the problem.

(c) The problem persists even as the Head of Security complaint for the ___________ time to the Head, IT department.

Ans:  The problem persists even as the Head of Security complained for the fifth time to the Head, IT department.

2. Scenario: Two Security Personnel came to the Security Supervisor with a complaint. The Supervisor realised that they had a complaint against each other. Before continuing the conversation, he closed the door of his office and listened to their grievances. He then counselled them and they both went back happily. The Supervisor closed the door before talking to the Security Personnel because he wanted to– 

Tick the most appropriate phrase:

(a) Ensure that no one else should interfere in their conversation. 

(b) Be neutral as far as possible. 

(c) Be secretive about the conversation. 

(d) Be impartial in dealing with them.

Ans: (a) Ensure that no one else should interfere in their conversation.

ASSESSMENT

SESSION 3: MITIGATING CONFLICTS BY VALUING AND ATTITUDE

EXERCISE