I was working as a counsellor in a learning center and my job was to interview students and do admissions. We have certain process and procedures for admissions. Before admissions, students have to take tests regarding the courses they are taking. Tests are conducted to know their knowledge about the courses they are taking and our professors guide students to select and study the courses. For example, if the student is joining for tally we should know that whether he knows basics or not, if he doesn’t know basics we advise them to start from basics. One of the student failed in the test and we advised him to start from basics, but he shouted at us saying it’s your job to do admission and you have to do it. We were like shocked and that became a big conflict and we solved his problem and convinced him to start the course from the beginning.
Types of conflicts: There are three types of conflicts.
1) Task conflict – Task conflict refers to the conflicts and disagreements among individuals related to a certain task, its content, direction and goal. Different opinions, viewpoints, decisions and proposed changes are some of the chief causes of task conflict. (Jehn, Sep97)
2) Process conflict - Process conflicts refer to the disagreements about how the work should get done. Process conflicts are easily observed in large groups, where disputes and frustrations over responsibilities and assignments are visible. (Jehn, Sep97)
3) Interpersonal conflict - Relationship conflict focuses on interpersonal relationships and hostilities among individuals of an organization. Because of its volatile and counter-productive nature, relationship conflict is considered completely destructive and harmful. It has a negative impact on the individuals working in a group or organization. Relationship conflict also leads to delayed projects and poor outcomes. (Jehn, Sep97)
I think it was process conflict and interpersonal conflict. Process conflict is a conflict about how task accomplishment should proceed in the work unit, who is responsible for what and how things should be delegated. Conflicts can easily lead to job dissatisfaction, loss of motivation and also leads to interpersonal conflict. We have to know the skills and knowledge to convert the destructive conflict to constructive conflict.
Steps to resolve the conflicts:
Step 1: Separate the people from the problem: We should not make the mistake of attributing the problem to the people. (West, 2012) In my situation student was demanding us to do admission and was shouting at us. If we would have shouted at him one on one, he would not have agreed to study the course. But we did not do that, we convinced him for his better future.
Step 2: Focus on interests not on positions: our interest was to convince the student for his bright future. If we would have thought of our position, the student was not accepting to join the course. Instead of thinking of the