The style of behavior in certain situation is determined by the measure in which you want to satisfy your own interests, acting passive or active, and interests of other party acting jointly or individually.

1. Competition style can be used by a person with a strong will, which has enough of authority, power who is not interested in collaboration with other party aspiring to meet his own interests.it can be used when:

• Outcome of the conflict is very important for you, and you think your solution of the problem is better than anyone else.

• Have sufficient power and authority.
• Feel that you have no choice and you have nothing to lose.
• Have to make decision that no one will accept, but you have enough power to this.

But also should be mentioned it’s not the style to be used in personal relations, it can cause only the sense of alienation. It also can’t be used in a situation when you don’t have enough authority and your point o view is different from the point of view of your chief.

2) Collaboration style you can use when defending your own interest you should take into consideration the needs and wants of other party. This is the most difficult style, because it need more work. Its aim is to elaborate long-term mutually beneficial solutions. This style requires the ability to explain you want, to hear and understand each other, restrain your emotions. Lack of one of this factors make this style non effective. For solution of the conflict this style can be used if:

- Need to find a common solution, If each of the approaches is important and does not allow compromise.

- You have a long, strong relationship with other party.

- Main objective is to gain work experience jointly.

- Parties can listen to each other and express the essence of their interests.

3. Compromise style. Its essence is that parties seek to resolve disagreements by reciprocal concessions. In this plan it recalls with collaboration style, but it is carried out at a superficial level, because parties concede to each other. This style is more effective. Both parties want the same thing, but understand that this can be achieved simultaneously. This approach to conflict resolution can be used in the following situations:

- Both sides have equally convincing arguments and have the same power.

- Satisfaction of your needs is not very important for you.

- Temporary solution is enough for you, as there is no time to develop another one, or other approaches for solving the problem where nor efficient.

- Compromise will help you to get something than lose everything.

4) Avoiding style is realized when considering problem is not very important to you, you do not assert your rights, do not collaborate with anyone, and don’t want to waste your time and effort for resolving it. This style is also recommended when one of the parties has bigger authority or feels that it’s not right, or consider that there are no serious grounds to continue contacts. You should not think that this style is an escape from the problem or avoidance of duty. In real life the escape or avoidance can be appropriate response to conflict situation, because during this time the situation can resolve itself, or you can resolve it later, when you will have enough information and desire to do it. The ignoring style of behavior can be recommended in the following cases:

- Case of disagreement is not important for you, in comparison with other more important questions, that is why, you don’t want to waste your time on it.

- Know that you cannot or even don’t want to resolve the issue in your favor.

- You don’t have enough power to resolve the problem the way you want it.

- Want to gain some time to consider the situation properly and get additional information, before making a decision.

-Try to resolve this problem immediately is dangerous, as the open discussion of the conflict can only make the situation worse.

-  Subordinate by themselves, can resolve the conflict.

5) Accommodation style means that you will work with other party but will not try to defend your interests in order to smooth the atmosphere and the restoration of the normal working environment. Thomas and Kilmann think that this style is the most effective when the outcome is very important for other party and is not very important for you or when you sacrifice their own interests in favor of the other. The adoption style can be used in the following conditions:

• The most important task is to restore of calm and stability, not to resolve the problem.
• Subject of disagreement is not very important for you or you do not particularly care what had happened.
• Believe that it is better to maintain good relationships with other people than to defend your point of view.
• Understand that your point of view is not wright.
• Feel that you don’t have enough chances and power to win.

In this way none of these styles of management can be effective in all situations without exception because none of these styles can be selected as the best. We should learn to use effectively every of this styles, meaningly do the right choice, considering specific circumstances.

High

 Person interest 

Low 

Figure  2: Styles of conflict resolution

Source: elaborated by author on base of sources (Bazarov T.Y, Eremin B.L,  Aksenova E.A, Malinovskaya P.V. Human resources management.) 

1.3 Stress: Concept and causes

Workplace stress is the harmful physical and emotional response that occurs when there is a poor match between job demands and the capabilities, resources, or needs of the worker. 
Psychosocial factors at work represent the set of perceptions and experiences of workers, some are individual, and others refer to economic expectations or personal development and more to human relationships and emotional aspects. The most common approach to address the relationship between the psychological working environment and health of workers has been through the concept of stress. Both developing countries and industrialized states in the working environment in conjunction with lifestyle factors cause the action of psychological and social impacts. The importance of the study from the professional point of view has been increasing day by day. Current trends in the promotion of safety and health at work includes not only the physical, chemical and biological work environments, but also the many and various psychosocial factors relating to the business and how you influence the physical and mental health worker. These factors include interactions between workers, their working environment, and job satisfaction, organizational conditions on the one hand and on the other hand, the worker's personal characteristics, their needs, their culture, their experiences and their perception of the world. The major psychosocial stressors present in the working environment involve issues of organization, administration and systems of work and certainly the quality of human relationships. Therefore, the organizational climate of a company is linked not only to its structure and living conditions of the collective work, but also its historical context with all its population problems, economic and social. Thus, economic growth the company, technical progress, increased productivity and stability of the organization depends in addition to media production, working conditions, life styles and levels of health and welfare of its workers. Currently there are rapid technological changes in production methods that consequently affect workers in their work routines by changing their working environment and increase the onset or development of chronic stress. Other factors outside the workplace but that are closely related to workers' concerns stem from family circumstances or his private life, its cultural elements, nutrition, facilities of transport, housing, health and safety in employment. Some of the major psychosocial factors that can cause a stress are indicated below:

A) Professional Performance: working high degree of difficulty, working with high demand for care, activities of great responsibility, contradictory functions, restricted creativity and initiative, requirement for complex decisions, sudden technological changes, lack of work-life plan, threat of job demands

B) Address: inadequate leadership, misuse of worker skills, poor delegation of responsibility, industrial relations ambivalent, manipulation or coercion of workers, poor motivation lack of training and staff development, lack of awareness, lack of incentives, unequal pay, random job promotions.

C) Organization and Function: inappropriate management practices, ambiguous attributions, misinformation and rumors, conflict of authority, paperwork, poor planning, punitive supervision

D) Tasks and Activities: excessive workloads, poor job autonomy, rushed work pace, excessive demands for performance, multiple work activities, obsessive work routines, excessive competition, unfair or destructive, monotonous, repetitive work, low job satisfaction

E) Work Environment: inadequate physical working conditions, restricted physical space, and constant exposure to physical risk, workplace conflict, not supportive work, contempt or disregard for worker.

F) Working Hours: rotating shifts, excessive working hours, indefinite period of time, excessive physical activity.

G) Business and Social Environment: company unstable politic, absence of corporatism, lack of legal support by the company, intervention and trade union action, inadequate wages, lack of job security, underemployment or unemployment in the community, employment options and labor market.

 

  

 

 
 

  Role ambiguity   Overload at work         Role conflict      Uninteresting job    

                                                                                                                                                                  

Figure 3: Factors that can cause stress on workplace

Source: elaborated by author on base of sources (D. Myers Social Psychology David G. Myers «Social Psychology»

1.4 Stress management. How to deal with pressure on workplace. 

Every person can have a stress regardless his position in the enterprise, social status and material wealth.   According to statistics, in the U.S. (the country that first recognized the problem of stress), 90% of the population is constantly in condition  of extreme stress,  60% of them have a stress 1-2 times a week, 30%  have it almost every day. Due to the constant stress, nearly 90% of the population earning a disease called chronic fatigue syndrome. As concerning European Union 40 million workers from 147 million suffer from stress, that cost to society 19 billion US dollars. Many people who live in European Union suffer the consequences of stressful situations such as: 13% complain on constant headaches, 17% - on muscle pain, another 30% have discomfort and pain in back.

     The main organizational programs to deal with stress are: coaching leadership, stress relieving corporate training, and organizational behavior.

1. Coaching leadership.  The most appropriate program for managing stress for company leaders is the coaching that is also called personal assistance or individual coaching. The role of a coach is to help executives to see positive and negative consequences of managerial decisions, enhance life strategies that helped to achieve success in past, reject or adjust the strategy that is ineffective in the current stressful situation.
2. Corporate Training. This is the most common way of managing stress within the department or company. To conduct anti-stress training, you must first analyze the situation, identify key issues and determine the results have to be achieved during the training. Then training program is drawn up and agreed with managers.

   For example, if it is made a decision to make anti-stress training among the sales staff or employees of a call-center, in the program should be include exercise that can help to withstand the emotional pressure from unsatisfied interlocutor and find a way out from difficult situations that arise in the course of communication. Facing "difficult" clients, it is very hard to avoid: feelings of anger, resentment, helplessness, but quite possible to learn how to manage it. We must strive to focus not on the negative emotions during the conversation, but on results has to be achieved after the implementation of the work: lucrative deal, increasing profits, creating a positive company image.

3. Organizational behavior. This is another effective way of managing stress, which increases the viability of the organization in adverse conditions. The main task of organizational behavior is to prevent loss of psychological resources and use of stress for developing and training employees. The essence of this method is that in condition of stress a person can learn through an example. For the employees a good example may be behavior of their leader. Assume that is held a meeting dedicated to methods of getting out of crisis. General Director is turning undefined problem into solved one, communicate effectively with persons present on the meeting, efficiently manages the time of the meeting, he is showing for employees the forms of organizational behavior. Thus, organizational behavior – is a behavior which is transmitted from the leader to subordinates mainly in situations of uncertainty, personal discomfort and congestion. Positive examples of organizational behavior to help employees get out of exhausting treatment of stress. We consider several types of institutional management behavior in a stressful situation.

• Management of uncertainty. Showing an example of organizational behavior which can help to manipulate the uncertainty, the manager must show that he is responsible for his words, and his activities and those of his subordinates has meaning. That he could organize the work so, that any problem turns into a task. In managing uncertainty is important not block the channels of reliable information and give employees feedback, the opportunity to consult on any working point.

• Relationship management. In managing the relationship chief must develop a culture of communication, which will focus on the emotions of employees not related with personal differences, but on a common goal. To be effective at creating a favorable psychological climate in the team, managers need to establish a system of communication. In particular, for promotion of relationship management may be developed corporate traditions, corporate holidays.
• Load at work management. In managing loads chief should review regime of working hours of his employees, correctly manage his time and time of his subordinates, as well as provide the ability to recover strength after a difficult and hard work - for example, season ticket in gym, fitness club, swimming pool.

 
 
 
 

 

                                   

 

 

 
 

 

                                                                                               

Figure 4: Algorithm of Stress management

Source: www.hrm21.ru/rus/stress-management 

Chapter 2

Analysis of conflict and stress on example of “ENTEH” JSC

2.1General characteristic of “ENTEH” JSC

       "ENTEH" JSC started its activity in 1994 year.  During a relatively short period of time the company managed to become one of the country's biggest tax payers. The company's personnel is distinguished by high professionalism, activity and responsibility in business and orientation towards perspective. The company's strategy provides for active investments into the production sector of the national economy. The most significant advancement in this direction has become the procurement of the control stock of shares of the “Produse Cerealiere” JSC from the state in the 2000 year (Formerly “Combinatul de Produse Cerealiere” of Balti). 
         Soon it appeared that “ENTEH” JSC is not only a powerful investor (the company development program was valued at over 45 million lei), but also a practical and professional business partner. The company has already established partnerships with many foreign commercial companies. Having considerable experience in sales and acquisitions, "ENTEH" JSC has assumed the responsibility for all the matters associated with the promotion of products. Now the investor has at disposal a developed distribution network capable for delivering the plant's products practically to any commercial point both within the country and abroad. In addition the company has assumed the responsibility for the plant's entire creative policy. The high quality of products has become the major motto and   main principle of operations. The company's geography of exports is extending continuously. In 2006 the company began the shipments of alcoholic drinks to the United States of America – another market with high standards of strong alcoholic drinks. Later in Israel, Bulgaria, France, Armenia and Poland appeared on the map of firms’ exports. The firms’ latest achievement has been the shipment of first lot of vodka under TM “Spicul de Aur” to Italy.      

Clearly, it is hard to enter new markets but it is even more difficult to maintain position there. This is why the major scope of “ENTEH” JSC for the moment is not only the maintenance of quality at the achieved level but also its maximum improvement. The company will not stop working on new products, improvement of packaging design in accordance with the modern requirements, leaving behind the competitors.

      Especially for importers the company manufactures products under names adapted for the markets of importing countries, for instance, «Русское поле» (“Spicul de Aur premium” – vodka adapted for Bulgarian market), «Старая мельница» (“Moara Veche” adapted for German market), etc.

    Despite crisis “ENTEH” JSC is expanding geography of its export. Since March 2009 Company exports its products under the TM “Spicul de Aur” to Czech Republic and Italy. Moreover company enlarges range of its products.  In March 2009   the TM «BioHleb» extends its series «Healthy Nutrition» and presents a new product – bread enriched with beta-carotene. In April 2009 TM «Spicul de Aur» surprises its admirers with «Moara Veche light» - a new vodka in the «Spicul de Aur» family. In March 2010 Company Enteh represents sauce «TAI-NA» continuation of products line of «Healthy Food» series, developed especially for the consumers who care of health. In May 2010 “ENTEH” JSC (TM “Spicul de Aur”), became the exclusive distributor of the honey of TM “Tai-Na”.

Beside all this “ENTEH” JSC produces and provides listed below services:

Production:

1. Alcoholic beverages:

• Vodka

• Tincture, schnapps, liqueurs
• Low-alcohol products.
• Wine and wine materials.