Business Studies Grade 11 - Conflict Management in the Workplace.pdf

Conflict in the workplace
The cause of conflict in the workplace
Conflict Management

1. CONFLICT
MANAGEMENT IN
THE
WORKPLACE
GRADE 11
CONFLICT RESOLUTION
Presented by Botle Letsapa
223142327

2. LESSON OBJECTIVES
BY THE END OF THE LESSON, YOU SHOULD BE ABLE TO
Workplace conflict –
Solution: Mediation
and compromise.
Family dispute –
Solution: Open
communication and
empathy.
Example 2
DEFINE AND LIST THE
TYPES OF CONFLICT
DEFINE THE TERM
CONFLICT
LIST THE DIFFRENT TYPES
OF CONFLICT
ANALYSE THE CAUSES OF
CONFLICT IN THE
WORKPLACE
ANALYSE THE DIFFRENT
CAUSES OF CONFLICT IN
THE SOUTH AFRICAN
WORKPLACE
ELABORATE ON THE
MEANING OF CONFLICT
MANAGMENT
EXPLAIN IN DETAIL THE
MEANING OF CONFLICT
MANAGMENT
SUGGEST CONFLICT
MANAGEMENT
TECHNIQUES THAT CAN
BE APPLIED IN THE
CONTEXT OF SOUTH
AFRICA
EVALUATE THE
IMPORTANCE OF
CONFLICT MANAGEMENT T
CRITIQUE THE
IMPORTANACE OF
CONFLICT
MANAGEMENT IN THE
WORKPLACE ESPECIALLY
ONE LIKE SOUTH
AFRICA’S WHERE THERE
IS A LOT OF DIVERSITY

3. Conflict is defined as a
disagreement between
individuals. It can vary from a
mild difference in opinion to a
full-scale win-or-lose,
emotionally-charged
confrontational disagreement.
WHAT IS
CONFLICT?
Definition
•Interpersonal
•Group
•Organizational
Figure 1: Conflict in the
workplace
TYPES OF CONFLICT
Mandapaton,
(2019)text

4. Differing interests
THE USUAL
SUSPECTS: THE
CAUSES OF
CONFLICT IN THE
WORKPLACE
Miscommunication
Diversity
Figure 2: The South
African workforce
Panwaron,
(2016)

5. CONFLICT MANAGEMENT
Conflict management refers to a situation where management handle disagreements and
disputes in a manner that reduces the negative impact and encourages positive results.
It includes identifying the problem, understanding perspectives, and finding a joint solution.
Techniques
•Effective communication
•Negotiation
•Mediation
CONFLICT
RESOLUTION
TECHNIQUES
CONFLICT
MANAGEMENT
Theh,
(2024)

6. THE SOUTH AFRICAN
WORKFORCE
SouthAfrica'sworkplaceischaracterizedbya
richdiversitystemmingfromitshistoryand
demographics.Whilethecountryhasmade
takestepsinaddressinghistorical
inequalities,challengesremaininachieving
fulldiversityandinclusion,particularlyat
leadershiplevels.However,thesedifferences
amongindividualssometimescausesconflict
suchastoclashinginterest,differentbeliefs,
andbarrierstolanguagewhichoftenleadto
conflict.Itisimportantformangerstohave
conflictresolutiontechniquesinplacewhen
thisoccurs.
Figure 3: A deep reflection on South African culture -The Southern Eye

7. Identify the problem
Understand perspectives
Find a joint solution
STEPS IN
CONFLICT
RESOLUTION

8. Identify the problem
The first step to resolving conflict is to identify the problem. Managers
need to identify and define the problem not the person. They need to be
careful and make sure they address the problem not the person as
addressing the person is likely to make them defensive.
Understand perspectives
STEPS IN CONFLICT
RESOLUTION
Find a joint solution
This step is often described as “putting yourself in their shoes.” It involves
trying to understand and an approach an issue from another person’s
point of view without any bias. When individuals feel heard and
acknowledged they are less likely to be defensive.
After hearing and understanding the different side of the parties
involved, management along with the parties involved must work
together to come with a solution that addresses the needs of everyone
involved.
Theh,
(2024)

9. Improves
relationships
WHY IS CONFLICT
RESOLUTION
IMPORTANT?
Benefits:
•Reduces stress
•Enhances
communication
Positive
Impact
Improves
productivity
Improves
satisfaction
Your paragraph text
McKibben, (2017)

10. CONCLUSION
•Conflictisinevitablebetweenhumans.
•Itisthenaturalresultofchangeanditcan
oftenbebeneficialifmanagedproperly.
•Otherpeople’sviewscanleadtoapositive
outcome.
•Itencourages creativethinkinginthe
workplacebyputtingtwoopposingideas
forwardinsteadofchoosingoneideaoverthe
other.

11. Images
Figure1.5Typesofworkplaceconflict&howtoresolvethem.Retrievedfrom
https://www.google.com/url?sa=i&url=https%3A%2F%2Fblog.camelohq.com%2F5-types-of-workplace-
conflicts%2F&psig=AOvVaw0xFwg2p9rQuqRApT8r5DaN&ust=1755602925499000&source=images&cd=vfe&opi=89978449&ved=0CBgQjhxqF
woTCLjfqeCglI8DFQAAAAAdAAAAABAE [Accessed17August2025]
Figure 2.Creating a Diverse Workplace Where Everyone Can Belong in 2025.Retrieved from
https://www.google.com/url?sa=i&url=https%3A%2F%2Fwww.verselo.co.uk%2Fcreating-a-diverse-workplace%2F&psig=AOvVaw14jV8vm-
m_OO5UFnovHteq&ust=1755622145605000&source=images&cd=vfe&opi=89978449&ved=0CBUQjRxqFwoTCKChiqXolI8DFQAAAAAdAAAAAB
AE[Accessedfrom17August2025].
Figure 3.A deep reflectionon South African culture - The Southern Eye.Retrieved from
https://www.google.com/url?sa=i&url=https%3A%2F%2Fwww.newsday.co.zw%2Fsoutherneye%2Fopinion%2Farticle%2F200034984%2Fa-
deep-reflection-on-south-african-
culture&psig=AOvVaw0LR1FE3zxfYjjX5CTlSPh9&ust=1755602028106000&source=images&cd=vfe&opi=89978449&ved=0CBUQjRxqFwoTCOjy
sYujlI8DFQAAAAAdAAAAABAL [Accessed17August2025]

12. Mandapaton,A.M.,2019.ConflictMangementatWorkplace.Retrievedfromhttps://www.scribd.com/presentation/414867092/Conflict-
Management-at-Workplace[Accessed17August2025]
McKibben,L.,2017.Conflictmanagement:importanceandimplications.BritishJournalofNursing,26(2),pp.100-103.
Panwaron,A.,2016.ConflictManagmement.Retrievedfromhttps://www.scribd.com/presentation/299524249/Conflict-Management
[Accessed17August2025]
Theh,H.,2024.ConflictResolution.Retrievedfromhttps://www.scribd.com/presentation/707827112/conflict-resolution[Accesed17August
2025]