Evaluate ways of resolving conflict between team members

In the loans department in OAB, many conflicts occur. An example for a conflict is a stressful discussion due to opposing opinions between two of the team members about the validity of giving a loan to a client as the task was given to both of them but one of the two members refused and expressed his opinion in severe comments and passive criticism for the other employee who became angry and insisted on his opinions that the client receives the loan.

Conflicts are naturally occurring in the work environment and they need to be resolved by understanding the reasons for them and facing the challenges they cause. Regarding this situation in the bank; I decided to follow a number of steps that I usually prefer to follow in resolving conflicts; the steps are as follows:

1. Recognizing the type of conflict

I usually try to recognize the type of conflict and in this situation it is a conflict based on opposed technical opinions and this made me realize the main problem which is not technical but ethical as the two employees used sever words during expressing their opinions and this lead to making each of them insist on his opinion without regard to the bank's benefit.

2. Communicate reasons for the conflict

I tried to discuss the reasons of the conflict quietly with the two employees and explaining to them that the way they used in expressing opinions is completely wrong. Reasons were expressed by each of them technically and they expressed that the bad words of each of them made them forget the main problem of the loan.

3. Clarifying positions

I prefer to clarify each employee's position and if each of them has to be responsible on giving the loan. I explained that they have each to write a report explaining reasons for opposed ideas and deliver it to me. They agreed.

4. Analyzing the conflict with the whole team members

After agreement of the two employees; I decided to analyze the conflict with other members of the team who witnessed the situation and were upset as a result of it. I tried to explain that each member has a specific role and that there are procedures to be followed when opinions of the members oppose each other and I was keen to speak in a steady low voice.

5. Reaching agreements

I prefer to reach agreements at last that the conflict is resolved and that each employee is satisfied of the results of resolving the conflict.(Kinnander, 2011) 

AC 3.1 Monitor the performance of a team against given objectives

In OAB, loans department; I prefer to monitor the team's performance against two types of objectives which are the quantifiable and behavioral objectives as follows:

Monitoring the team performance against quantifiable objectives

I use methods such as sales reports, deadline schedules, error reports, accuracy reports, documents of clients, plans, budget forecast, benefits interests, workflows, profits and cost analysis, budget forecasts and questionnaires of clients about the service of the bank. These monitoring methods are effective and comfortable as they present clear image of the work and performance of the team. A target is set and then results measured and compared to objectives such as raising the benefits of the bank's shareholders and making good profit levels. Quality can be measures and monitored through the reports related to errors and the clients' reports. Sometimes there are difficulties when I use these methods only so I try to use other methods that are related to the way the work is done such as investigating the level of working as a team member or as an individual for each employee in my team, the way work is delivered such as if employees do the work immediately before its deadlines or they schedule the work and mange time effectively as results may not reflect the real quality of done work and so on. 

Monitoring the team performance against behavioral objectives

Behavioral objectives are those objectives related to the team members' behaviors and these behaviors are regarded through the team's performance as using specific methods such as the following:

1. Visual monitoring

This is done by eye monitoring and observation of the team members while they are in action as their behaviors are clear and natural and should reflect the behavioral objectives such as ensuring high quality and ensuring the staff satisfaction as this can be clearly regarded through employees' reactions and communications with each other during achieving their tasks.

2. Report back

This refers to the reports the team members deliver to me as in the bank; the staff members of the loan department usually present their own reports about work flow and show high responsibility of their jobs and tasks that are delivered aligning with the set objectives. An example is the timed tasks I ask the team to do and the different actions they take to manage time and deliver work on time. Comparing the reports can show how far each member is honest in writing his report about his own performance.

3. Feedback

Feedback comes from different team members opinions and complaints, clients' opinions or other departments opinions. (bestpractice, 2006)