CMI 510 Assignment Example

Managing conflict requires resilience and the ability to assess complex information, make informed decisions, and act professionally within the limits of organisational and legal frameworks. The CMI 510 assessment brief is designed to provide learners with strategies to manage conflict confidently, find creative solutions, and make tough decisions.

Assessment Questions

LO1 Understand the types, causes, stages and impact of conflict within organisations

AC 1.1 Analyse types and causes of conflict within organisations

Example

Conflicts within organisations can take various forms. Task conflict occurs when employees disagree on how to approach a task. For example, two employees might have different ideas about how to complete a project. Relationship conflict arises when disagreements or misunderstandings develop between employees, often due to personality differences, communication issues, or differing work styles. Value conflict happens when employees have opposing values or beliefs, such as disagreeing over the company’s dress code policy. Structural conflict occurs when there are disagreements about the organisation’s hierarchy or structure, such as who should lead a project.

The causes of conflict within organisations can generally be divided into three categories. Individual causes come from personal factors, like personality clashes or different work styles. Organisational causes are linked to internal factors such as communication problems or unclear policies. External causes are external to the organisation, such as economic shifts or changes in the political environment.

AC 1.2 Analyse the stages of conflict

Example

Conflict typically unfolds in four stages:

Stage 1: Latent Conflict
At this stage, there is potential for conflict, but no disagreement has been expressed. For example, two employees may have different ideas about how to complete a task but haven’t shared these differences yet.

Stage 2: Perceived Conflict
In this stage, employees become aware of the differences between them and begin to see them as a potential source of conflict. For instance, two employees may start to feel they are competing for the same promotion.

Stage 3: Felt Conflict
This stage involves employees experiencing negative emotions, such as anger or frustration, due to the perceived conflict. For example, the two employees might begin arguing over how to complete the task.

Stage 4: Manifested Conflict
At this stage, the conflict is openly expressed, leading to negative outcomes like decreased productivity or lower morale. For example, the two employees may stop speaking to each other, which could hinder the team’s ability to complete a project.

AC 1.3 Assess the impact of conflict on organisational performance

Example

Conflict can negatively affect organisational performance, leading to issues like reduced productivity and lowered morale. In more serious cases, it can even result in legal action or violence. Therefore, it is crucial for organisations to manage conflict effectively to minimise these negative impacts.

If left unresolved, conflict can cause several problems for organisations, including:

• Decreased Productivity: Employees involved in conflict are often less productive. They may spend more time arguing or thinking about the conflict, and less time focusing on their tasks.
• Decreased Morale: Conflict can lower employee morale, creating a sense of tension and disharmony in the workplace.
• Increased Stress: Conflict can raise stress levels among employees, as they may feel anxious or worried, affecting their ability to work effectively.
• Legal Action: In some cases, unresolved conflict can lead to legal issues, such as harassment or discrimination claims.
• Violence: In extreme cases, conflict may escalate to violence, making it even more important for organisations to address conflict before it intensifies.

LO2 Understand how to investigate conflict situations in the workplace

AC 2.1 Discuss processes for investigating conflict situations in the workplace

Example

When conflicts arise in the workplace, it’s important to address the situation quickly to understand the cause and find possible solutions. Here are the steps to follow during an investigation:

1. Interview all parties separately: Speak to each person involved individually to gather their perspective and get a clear understanding of the situation.
2. Review relevant documentation: Check any related documents, such as emails, meeting notes, or performance reviews, that might provide useful context.
3. Interview witnesses: If there are any witnesses to the conflict, speak with them to gather additional information.

Once all the information is collected, it can be analysed to identify the cause of the conflict and determine potential solutions.

LO3 Understand approaches, techniques, knowledge, skills and behaviours for managing conflict

AC 3.2 Evaluate the use of approaches and techniques to resolve conflict

Example

To manage conflict effectively, certain knowledge, skills, and behaviours are essential:

1. Effective Communication: It’s important to listen carefully and express yourself clearly to ensure everyone understands each other.
2. Understanding Others’ Perspectives: Being able to empathise and see things from others’ viewpoints helps in finding common ground.
3. Resolving Conflict Peacefully: It’s crucial to find creative solutions that satisfy all parties involved, avoiding hostility.
4. Following Through on Agreements: Taking responsibility for your actions and holding others accountable is key to maintaining trust.
5. Building Trusting Relationships: Being honest and transparent in all interactions helps establish trust with others.

LO3 Understand approaches, techniques, knowledge, skills and behaviours for managing conflict

AC 3.1 Analyse the knowledge, skills and behaviours required to manage conflict effectively

Example

There are several approaches and techniques that can be used to resolve conflict:

Approaches:

1. Mediation: This involves bringing in a neutral third party to help those involved in the conflict communicate and find a solution.
2. Arbitration: In this approach, a third party makes a decision to resolve the conflict, usually when the parties cannot agree on their own.
3. Ignoring the Conflict: While not always recommended, ignoring the conflict might be suitable in some situations if it’s minor or temporary.

Techniques:

1. Brainstorming Solutions: This technique involves the parties generating as many potential solutions as possible without judging them. Afterward, they can evaluate the options and select the best one.
2. Role-playing: This involves the parties taking on different roles to better understand each other’s perspectives and feelings.
3. Negotiation: This technique involves the parties discussing their needs and working together to find a solution that satisfies everyone involved.

These approaches and techniques can help in resolving conflicts constructively and effectively.

Must Read:

• CMI 510 Managing Conflict