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Name one AFFECTIVE conflict in your workplace

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Name one AFFECTIVE conflict in your workplace

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Affective Conflict because it affects you emotionally and hard to overcome easily

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Watch and identify how conflict was resolved in this short clip

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Watch and identify how conflict was resolved in this short clip

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https://youtu.be/mXs9CplgxJI

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Conflict management sample clip Despicable Me

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Name one COGNITIVE conflict in your workplace

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Name one COGNITIVE conflict in your workplace

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https://youtu.be/zAjWi663kXc

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https://form.jotform.com/202500875300443

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https://www.youtube.com/watch?v=aHm3ZKzVP7w&feature=youtu.be

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A pax requested that his meal be served later, as he was going to sleep during the meal service. You relayed the request to your colleague assisting you in the same  zone. However,  he/she forgot to do it. The pax did not receive his meal after he woke up. He was very angry and complained to the IFM.
How would you address this conflict with your colleague?

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You noticed that your colleague was not wearing his mask in the galley on a few occasions. You have also noticed that he did not follow some of the other SOPS required during the pandemic.
How would you address this conflict with your colleague?

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Your Complex Leader made some negative remarks about your performance during a flight, in front of your other colleagues. The remarks were racist in nature and was unprofessional. You were very affected by it.
How would you address this conflict with your Complex Leader?

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An EY pax was very demanding throughout the flight, often asking for meals and wine served only in Business Class. You gave in to his initial requests but when you informed the pax that his latest request could not be served, he became angry and shouted that he was a former PPS member.
How would you address this conflict with the pax?

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Name one GOAL conflict in your workplace

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Name one GOAL conflict in your workplace

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https://capelleconsulting-my.sharepoint.com/:b:/p/karen_lim/EWFWLEWIGXRMrj0132ki_nsBBqp8DL33tnIv-g4TdmT2bw?e=8FH8gd

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https://padlet.com/muru_nagaraju/v9rzjsjgytc0q0zq

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SIA - Managing Conflict qr code 7 Jan 2021

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Completion of meal service VS ensuring own aisle having choice of meal

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Name one COGNITIVE conflict in your workplace

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Name one COGNITIVE conflict in your workplace

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Name one AFFECTIVE conflict in your workplace

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Name one AFFECTIVE conflict in your workplace

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https://form.jotform.com/202500875300443

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Please click the link to complete this form.

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Iron Man

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Batman

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Oscar

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Spider-Man!! ☺️

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Sailormoon

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Iron man

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Gambit

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Wonder Woman

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my mum (sorry no pic in laptop)

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Captain America

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Spider-Man

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Spiderman

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Iron man-Jasmine

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Iron man- jasmine

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Sarcastic Remarks from colleagues

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Struggle, Clash, Competition, Hassle, Collision, Argument, Fighting, Disagreement, Cold War, Hostility

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1. Win Win Situation
2. Brainstorm Solutions
3. Social change
4. Improved communication
5. Healthier relationships

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1. Productivity
2. Morale
3. Deviate from objective
4. Distraction
5. Discord

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Positive words associated with Conflict 

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Positive words associated with Conflict 

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Understanding, Teamwork, Friendship, Possibility, Opportunity, Communication, Healthy Relationships

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Apprehension: Not being updated on current circulars, service procedures etc
Adaptation: Using Messaging platforms like WhatsApp - Sharing updates and circulars to help one another be updated on relevant information so we can be better prepared collectively

Apprehension: Being afraid of being assessed on flights with WLIA
Adaptation: Changing our mindsets to focus on work, instead of having a good assessment. Thinking of WLs as part of the team instead of seeing them just as Auditors.

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Current Methods
1) Early Reporting to build rapport in Briefing Room
2) Sharing of past experiences during briefing

2 New methods
1) Positive Reinforcement -Taking initiative to break the ice and create small talks before briefing starts (eg. talk about recent happening, ask about recent flight destination)
2)

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Maintaining open communication
-clarify openly when in doubt without any judgement.

Applying our understanding of pax profile
-sharing past experiences

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Historical clashes - having a relationship with your ex.

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Reward structure - Crew1 abandoned her meal service to do inflight sales. Instead of not helping , she also pulled another crew to do the inflight sales.

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Fear - kanna zap previously

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Difference in expectation of complex leaders

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Sales commission: crew taking another sales crew’s sales during lull period; meal service not over but sales crew concentrate on their sales.

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Expectations of how paxing crew should be treated, getting meal choices.

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Different expectations and standards of service finesse by the crew working in the same zone.

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Affective Conflict - judgment clouded by your emotions.

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Affective conflict is the toughest to resolve. As need to change own insight, and earning the respect; self realisation.

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https://youtu.be/aHm3ZKzVP7w

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Manager Minute or Two! - Amygdala Hijack

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The way we see conflict is the way we manage conflict.

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“The way we see conflict is the way we manage conflict.”

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consesus is not always the best solution.

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The amygdala is like a chihuahua.. very on alert

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If all you have is a hammer, everything looks like a nail.

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Understanding our personal hot buttons and how to defuse it!

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3As: Apprehension - Adaptation - Achievements

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renewed perspective on consensus, and listen to understand

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Identifying hot buttons

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Listen with the intention to understand, instead of listening to respond.

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To be more aware of our responses, the better we can manage our emotions in situations

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Understand how to deal with personal hot button

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if the only tool u have is a hammer, all your problem will look like nails

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if the only tool u have is a hammer, all your problem will look like nails

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Collaborate / Consensus
- To resolve the situation by addressing the problem and acknowledging the lapse.
- miscommunication between crew
- Crew should have check back that request is served

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Application:

Collaborate through joint-problem solving because work R/S and stakes are High(Covid times)

Ask him
- if he forgot his mask
-if wearing the mask is uncomfortable
OR
-if he is feeling unwell.

Offer him an alternative mask(the KF94)

Not following SOPs - find mutually acceptable solutions like providing the information on the current SOPs or share the notes with him.

Clarify them with him in a gentle manner so as not to cause any tension or rift.

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1. Find an advisor someone who is higher rank or maybe someone you feel comfortable talking about.
2. Must be of neutral stance/ postition and willing to mediate.

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Strategies used : Cooperate & Collaborate.

We apologise and explain to pax, that we do not have sufficient wine due to the full load in JCL. We offer alternatives, i.e. another red wine that is available. Thank them for their understanding.