Assignment 1 Part 2 (200 words) Skills for dealing with disgruntled employees Most people and organisations want to resolve workplace disputes quickly and fairly. One invaluable skill for dealing with individuals who are disgruntled (upset over an issue) is called "gruntling. In conflict resolution, gruntling involves the following steps: defuse the affective disharmony in the conflict by allowing each person to freely express their negative attitudes and feelings; get a clear understanding of the basis for the cognitive disharmony by actively listening to each person's concerns; ensure, through effective communication, that each person has an accurate understanding of the other party's point of view; counsel each party to recognise the conflict and to come to terms with their negative attitudes and feelings; and encourage the two parties to search for common ground so that their genuine concerns are met in a consensus solution. Other behavioural skills for managers include the following: Remain professional at all times. Don't allow underlying conflict to fester and deal with it immediately; always keep it private and do not deal with it in front of other employees.49 Set behavioural standards; however, ensure they are based on valid organisational requirements rather than your personal behavioural preferences. QUESTIONS Think about a situation when you have felt disgruntled and raised it with your manager or another person. Describe how this situation was handled by this person. Discuss the reasons why you think the handling of this situation resulted in a positive or negative outcome. Think of a situation when someone else has come to you with a complaint. Describe how you handled this situation. Discuss the reasons why you think the way you handled the situation resulted in a positive or negative outcome