Key term
CCEA AS-Level Professional Business Services 3210
The Business Environment
The Professional Business Services Sector
The Consultancy Process
Understanding the Client's Market
Client Relationships
Business Ethics
Persuading, Negotiating and Influencing
Business Planning and Risk Management
Government Regulation
Organisational Structure and Culture
Recruitment and Selection
Learning and Development
Employee Well-Being and Motivation
Managing Conflict
Business Research Methods
Sources of Finance
Cash Flow
Financial Statements
Ratio Analysis
Managing Conflict
- 4 subtopics
- 12 things to know
- AS 2
What Managing Conflict covers
Managing Conflict is assessed in Unit AS 2, Human Resource Services, which is internally assessed and externally moderated. It covers functional and dysfunctional conflict, causes of conflict at work, effects of conflict on performance, motivation and behaviour and improving employer–employee relations.
Where it is assessed
AS 2
Human Resource Services — an internally assessed portfolio.
Check the CCEA specification ↗The 4 subtopics
Each one has its own page. CCEA AS Professional Business Services students sit this topic in the first year.
- Functional and dysfunctional conflictFunctional and dysfunctional conflict, groupthink, task and relationship conflict, and keeping disagreement productive in a professional team.Open →
- Causes of conflict at workPoor leadership, unclear roles, poor communication, inadequate training, poor environments, lack of equal opportunities, bullying and harassment, and Northern Ireland equality law.Open →
- Effects of conflict on performance, motivation and behaviourHow conflict affects performance, motivation, behaviour, absence, turnover, grievances and client service, with a worked absence change.Open →
- Improving employer–employee relationsImproved communication, employee representative groups and trade unions, employee directors, employee surveys, the Labour Relations Agency, conciliation, mediation and arbitration.Open →
What you need to know
Answer each one before you reveal it.
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Key term
What is an employee representative group, and how can it improve employer–employee relations?
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Name seven causes of conflict at work.
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How can dysfunctional conflict affect employee performance?
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What is conflict at work?
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How can poor leadership and management cause conflict?
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How can conflict affect employee motivation?
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What is meant by employer–employee relations?
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Name the two types of workplace conflict.
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How do unclear job roles cause conflict?
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How can conflict affect employee behaviour?
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How does improved communication improve employer–employee relations?
Take Managing Conflict further
The same content, four other ways.
Commonly confused
Pairs that lose marks when they are blurred together.
Functional conflict vs Dysfunctional conflict
Functional conflict: disagreement that sharpens decisions and improves results. Dysfunctional conflict: disagreement that damages working relationships and harms results.
Task conflict vs Relationship conflict
Task conflict: disagreement about how the work itself should be done. Relationship conflict: personal friction arising from clashes of personality.
Mediation vs Arbitration
Mediation: a neutral person helping both sides reach their own agreement. Arbitration: an independent person hearing both sides and deciding the outcome.
Questions from this topic
Each one with the model answer underneath.
- 1
What is conflict at work?
Model answer
Conflict at work is disagreement between people or groups whose interests, views or goals differ. Conflict can arise between colleagues, between teams, or between employees and managers.
- 2
Name the two types of workplace conflict.
Model answer
The two types are functional conflict and dysfunctional conflict.
- 3
What is functional conflict?
Model answer
Functional conflict is disagreement that improves decisions or performance. Debate over the best way to serve a client can produce better ideas.
- 4
What is dysfunctional conflict?
Model answer
Dysfunctional conflict is disagreement that damages relationships, morale or performance. Personal hostility between colleagues is an example.
- 5
Give two benefits of functional conflict to a consultancy team.
Model answer
Functional conflict challenges weak ideas before they reach the client. The team also avoids groupthink, where everyone agrees without questioning.
- 6
How can functional conflict protect a team against groupthink?
Model answer
Open disagreement forces a team to test its assumptions. Weak ideas are challenged before they reach the client.
What is inside Levo
Six ways to work the same material.
Managing Conflict revision questions
- Is Managing Conflict examined at AS in CCEA Professional Business Services?
- Yes. It sits in AS 2, which you take in the first year, so it is on the AS paper as well as counting towards the full A level.
- What does Managing Conflict cover in CCEA AS-Level Professional Business Services?
- 4 subtopics: functional and dysfunctional conflict, causes of conflict at work, effects of conflict on performance, motivation and behaviour and improving employer–employee relations. Each one has its own page with questions and model answers.
- How is Managing Conflict organised?
- By the CCEA 3210 specification, subtopic by subtopic, so it matches the order you are taught it in.
Every question in Managing Conflict, on a schedule.
Attempt a question from memory, write the correct version, then attempt it again. Levo records the jump between your first attempt and your last, and brings each question back on the day you are due to forget it.
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