Managing Conflict Escalation in the Workplace Dieter Zapf 13th
September 2006 South Australian College of Organisational
Psychologists Adelaide, Australia Slide 2 J. W. Goethe-University
Frankfurt Dieter Zapf 2 Work & Organizational Psychology
Overview 1) Introduction: The concept of mobbing/bullying 2) Some
empirical results 3) The causes of mobbing/bullying 4)
Mobbing/bullying and health: Does the definition of
mobbing/bullying make a difference? 5) Conflict escalation and
coping with mobbing/bullying 6) Intervention Slide 3 J. W.
Goethe-University Frankfurt Dieter Zapf 3 Work & Organizational
Psychology 1) Introduction: The Concept of Mobbing/Bullying Slide 4
J. W. Goethe-University Frankfurt Dieter Zapf 4 Work &
Organizational Psychology A Case Assistant Nurse Ms. S. Ms. S.
worked in a small hospital for several years; strong hierarchy She
was an assistant nurse with less education than her colleagues But
had a lot of job experience and most of the time did the same work
as did her colleagues However, if everybody was on board, she had
to carry out lower level tasks She also had to do more night shifts
and shifts at weekends She thought that this was unfair, and one
day in a meeting she addressed this issue Now she had a problem
with the other nurses and the medical doctors. She was accused of
disturbing the good climate in the group, and, of course challenged
informal privileges of others She was exposed to minor aggressive
verbal acts; people went silent when she entered the room By and by
the situation got worse She was recommended to sign off by her
supervisor, because nobody wanted to work with her anymore Her work
was manipulated and mistakes of others were assigned to her. She
got more and more isolated because others were afraid to receive a
similar treatment In the beginning she strongly tried to defend
herself. However, this led to even more harassment After a while
she got seriously sick. She became very anxious when thinking about
going to work again This anxiety generalized and led to more and
more isolation Panic attacks, suicide thoughts,
psychopharmacological treatment After 2 years psychotherapy and
Because of a major change in management she had a chance to go back
to work She had good luck and everything went well Slide 5 J. W.
Goethe-University Frankfurt Dieter Zapf 5 Work & Organizational
Psychology Concepts related to Negative Social Behaviour Workplace
Bullying Workplace Mobbing Workplace Aggression Workplace
Incivility Workplace Harassment Workplace Deviance Social
Undermining Emotional Abuse Abusive Supervision Antisocial Behavior
Counterproductive Behavior Relationship between Negative Social
Behaviour and Health c.f. Keashly & Jagatic (2003) Slide 6 J.
W. Goethe-University Frankfurt Dieter Zapf 6 Work &
Organizational Psychology Negative Social Behaviour at Work Rumours
Assigning senseless tasks Assigning degrading tasks Refusal to be
talked to Being treated like air Making fun of a persons private
life Shouting at or cursing loud at a person Slide 7 J. W.
Goethe-University Frankfurt Dieter Zapf 7 Work & Organizational
Psychology Negative Social Behaviour at Work Rumours Assigning
senseless tasks Assigning degrading tasks Refusal to be talked to
Being treated like air Making fun of a persons private life
Shouting at or cursing loud at a person However: Not every negative
social behaviour at work is Bullying or Mobbing ! Slide 8 J. W.
Goethe-University Frankfurt Dieter Zapf 8 Work & Organizational
Psychology Bullying and related Concepts Bullying (Mobbing,
emotional abuse) Relationship Conflicts Workplace Aggression Social
Undermining Incivility at Work Organizational Injustice, Lack of
Reciprocity Escalation - Escalation -Escalation - Escalation
Negative social behaviour at work Slide 9 J. W. Goethe-University
Frankfurt Dieter Zapf 9 Work & Organizational Psychology
Negative Social Behaviour and Bullying Everybody is affected
Unsystematic Occasional or prolonging Seldom or frequent (Un-)
equal power structure Targeted at a particular person Systematic
Prolonging (1/2 year) Frequent (once a week) Unequal power
structure Negative Social Behaviour Bullying/Mobbing Slide 10 J. W.
Goethe-University Frankfurt Dieter Zapf 10 Work &
Organizational Psychology Definition of Mobbing/Bullying
Mobbing/Bullying occurs, if somebody becomes a target and is
systematically harassed, offended, socially excluded or has to
carry out humiliating tasks and the person concerned gets into an
inferior position with difficulties to defend him/herself.
Mobbing/bullying behaviour must occur repeatedly (e.g., at least
once a week) and for a long time (e.g., at least six months). It is
not mobbing/bullying if it is a single event or occasional event.
It is also not mobbing/bullying if two equally strong parties are
in conflict (cf. Einarsen, 2000; Einarsen et al., 2003; Hoel,
Rayner & Cooper, 1999; Leymann, 1993; Zapf, 1999a). Slide 11 J.
W. Goethe-University Frankfurt Dieter Zapf 11 Work &
Organizational Psychology Different Perspectives of Harassment and
Bullying/Mobbing at Work Bullying/Mobbing: The victim oriented
perspective V B B B B B B Slide 12 J. W. Goethe-University
Frankfurt Dieter Zapf 12 Work & Organizational Psychology
Bullying/Mobbing: The bully oriented perspective B V V V V V V
Different Perspectives of Harassment and Bullying/Mobbing at Work
Slide 13 J. W. Goethe-University Frankfurt Dieter Zapf 13 Work
& Organizational Psychology Bullying/Mobbing: The bullys
perspective B V V V V V V Different Perspectives of Harassment and
Bullying/Mobbing at Work - less intensity for the victims -
supportive social network possible Slide 14 J. W. Goethe-University
Frankfurt Dieter Zapf 14 Work & Organizational Psychology
Different Perspectives of Harassment and Bullying/Mobbing at Work
Harassment/Negative Social Behaviour: Everybody might be affected
Slide 15 J. W. Goethe-University Frankfurt Dieter Zapf 15 Work
& Organizational Psychology 2) Some Empirical Results Slide 16
J. W. Goethe-University Frankfurt Dieter Zapf 16 Work &
Organizational Psychology Prevalence of Intimidation at Work in the
European Union Member States (Paoli & Merlli, 2001) Over the
past 12 months, have you been subjected to intimidation? Yes no %
yes Slide 17 J. W. Goethe-University Frankfurt Dieter Zapf 17 Work
& Organizational Psychology Prevalence of Intimidation at Work
in the European Union Member States (Paoli & Merlli, 2001) Over
the past 12 months, have you been subjected to intimidation? Yes no
% yes The prevalence of harassment: - a question of culture - a
question of measurement Slide 18 J. W. Goethe-University Frankfurt
Dieter Zapf 18 Work & Organizational Psychology The Frequency
of Bullying/Mobbing Depending on how it is Measured 1) Direct
question: Have you been bullied during the last 6 months? (10 25%
mobbing) 2) Leymann criterion: Administering a questionnaire;
response to at least one item should be: happens at least once a
week, and for at least 6 months (3 7 % mobbing) (occasionally been
bullied: 7 10 %) 3) Presentation of a precise definition and
instruction (1- 4% mobbing) (occasionally been bullied: 7 10 %)
Slide 19 J. W. Goethe-University Frankfurt Dieter Zapf 19 Work
& Organizational Psychology Frequency of Bullying/ Mobbing in
Europe Slide 20 J. W. Goethe-University Frankfurt Dieter Zapf 20
Work & Organizational Psychology Average Duration of Bullying
in Months Slide 21 J. W. Goethe-University Frankfurt Dieter Zapf 21
Work & Organizational Psychology Bullying/Mobbing and
Organisational Position of the Perpetrators Slide 22 J. W.
Goethe-University Frankfurt Dieter Zapf 22 Work &
Organizational Psychology Bullying/Mobbing Strategies 1.
Organisational measures Ex.: - Forcing sb. to carry out tasks
affecting his/her self-consciousness - Assigning senseless tasks to
the person concerned 2. Social isolation Ex.: - Refusal to talk to
the person concerned 3. Attacking the victims private life Ex.: -
Imitating a persons gait, voice or gestures to make him/her look
stupid - Making fun of a persons private life 4. Verbal aggression
Ex.: - Shouting at or cursing loud at a person - Permanently
criticising a persons work 5. Rumours Ex.: - Saying nasty things
about a person behind his/her back 6. Physical aggression Ex.: -
Sexual approaches and sexual offers - Minor use of violence From
Zapf, Knorz & Kulla, (1996) European Journal of Work and
Organizational Psychology Not typical for bullying/mobbing Slide 23
J. W. Goethe-University Frankfurt Dieter Zapf 23 Work &
Organizational Psychology Overview 3) The Causes of
Mobbing/Bullying Slide 24 J. W. Goethe-University Frankfurt Dieter
Zapf 24 Work & Organizational Psychology Zapf (1999).
International Journal of Manpower Slide 25 J. W. Goethe-University
Frankfurt Dieter Zapf 25 Work & Organizational Psychology
Causes of Bullying/Mobbing from the Victims' Perspective Slide 26
J. W. Goethe-University Frankfurt Dieter Zapf 26 Work &
Organizational Psychology Causes of Bullying/Mobbing in the
Perpetrator Threat of self-esteem Low social competence
Micro-political mobbing Sociopathic Personality Personal motives
(e.g. love affair) Personal problems (e.g. alcohol) Slide 27 J. W.
Goethe-University Frankfurt Dieter Zapf 27 Work &
Organizational Psychology Causes of Bullying/Mobbing in the
Perpetrator - Threat of self- esteem Positive self concept: High
self-esteem (Threat of) Negative evaluations from others Direct and
indirect aggression Unstable self-esteem Self-esteem: synonyms
& related concepts: - self-worth - Respect- Reputation -
dignity- honour Stucke (2002) Baumeister et al. Reassure yourself
and demonstrate to others how great you are Slide 28 J. W.
Goethe-University Frankfurt Dieter Zapf 28 Work &
Organizational Psychology Causes of Bullying/Mobbing in the
Perpetrator - Low social competence Individuals low in social
competence Produce conflicts Are bad conflict managers Are not good
in perspective taking Do not recognise that single actions of
several perpetrators are perceived as frequent and systematic from
the victims point of view Slide 29 J. W. Goethe-University
Frankfurt Dieter Zapf 29 Work & Organizational Psychology
Different Perspectives of Bullying/Mobbing Isolated independent
eventsEvents related and intentional Slide 30 J. W.
Goethe-University Frankfurt Dieter Zapf 30 Work &
Organizational Psychology From Zapf (1999). Zeitschrift fr Arbeits-
& Organisationspsychologie Mobbing in Different Branches in
Germany Slide 31 J. W. Goethe-University Frankfurt Dieter Zapf 31
Work & Organizational Psychology From Zapf (1999). Zeitschrift
fr Arbeits- & Organisationspsychologie Mobbing in Different
Branches in Germany More mobbing/bullying in organizations where
jobs are secure Less mobbing/bullying in organizations with a hire
and fire mentality Slide 32 J. W. Goethe-University Frankfurt
Dieter Zapf 32 Work & Organizational Psychology Organisational
Causes of Bullying/Mobbing Slide 33 J. W. Goethe-University
Frankfurt Dieter Zapf 33 Work & Organizational Psychology After
Zapf (1999). Zeitschrift fr Arbeits- und Organisationspsychologie
Causes of Mobbing in the Victim and in the Social Group Slide 34 J.
W. Goethe-University Frankfurt Dieter Zapf 34 Work &
Organizational Psychology Causes of Mobbing in the Victim and in
the Social Group - Risk Factors Social Exclusion - Deviating
characteristics; outsider position - Devaluation, scapegoat
phenomenon Low in Emotional Stability - Neuroticism, anxious and
depressive Low Social Competence and Self-esteem - Producing
conflicts; anxious and depressive behaviour - Poor conflict
handling skills, conflict avoidance - Poor in perspective taking
Achievement Orientation clashing with Group Norms - Employees high
in achievement orientation clash with group norms - opinionated
individuals, rigid behaviour - seek outsider position Slide 35 J.
W. Goethe-University Frankfurt Dieter Zapf 35 Work &
Organizational Psychology 4) Mobbing/Bullying and Health: Does the
definition of mobbing/bullying make a difference? Slide 36 J. W.
Goethe-University Frankfurt Dieter Zapf 36 Work &
Organizational Psychology Does the Definition of Mobbing/Bullying
Matter? High Levels of Negative Social Acts NSA escalated
relationship conflicts High workplace aggression High incivility or
social undermining High organizational injustice and Wider
definitions of bullying/mobbing and Bullying/mobbing according to a
restrictive definition: at least 6 months, at least once a week
self-labelling Systematically aimed at a particular person
Powerlessness No-control situation Are any high levels of NSA the
same as bullying? Do victimization and powerlessness matter? Slide
37 J. W. Goethe-University Frankfurt Dieter Zapf 37 Work &
Organizational Psychology Psychosomatic Complaints depending on
Nega- tive Social Acts (NSA) and Bullying/Mobbing Overall mean of
psychosomatic complaints 2.10 2.20 NSA > 97%: 2,68 Slide 38 J.
W. Goethe-University Frankfurt Dieter Zapf 38 Work &
Organizational Psychology Bullying as an Extreme Stress Situation
Zapf & Einarsen (2005) Slide 39 J. W. Goethe-University
Frankfurt Dieter Zapf 39 Work & Organizational Psychology 5)
Conflict Escalation and Coping with Mobbing/Bullying Slide 40 J. W.
Goethe-University Frankfurt Dieter Zapf 40 Work &
Organizational Psychology Bullying as a Conflict Definition of
Conflict: Conflict is a process that begins when one party
perceives that the other has negatively affected or is about to
negatively affect, something that he or she cares about Thomas
(1992) Slide 41 J. W. Goethe-University Frankfurt Dieter Zapf 41
Work & Organizational Psychology Conflict Behaviour of Bullying
Victims Qualitative Study From Zapf & Gross (2001). European
Journal of Work & Organizational Psychology refers to
individuals' attempts to raise the alarm within the organization or
air grievance Doing nothing with regard to the conflict but
actively demon- strating one's commit- ment points to removal or
withdrawal of commitment person decides to leave the organization
Slide 42 J. W. Goethe-University Frankfurt Dieter Zapf 42 Work
& Organizational Psychology Conflict Behaviour of Bullying
Victims Qualitative Study From Zapf & Gross (2001). European
Journal of Work & Organizational Psychology refers to
individuals' attempts to raise the alarm within the organization or
air grievance Doing nothing with regard to the conflict but
actively demon- strating one's commit- ment points to removal or
withdrawal of commitment person decides to leave the organization
Bullying/Mobbing can be characterised as a series of failed
conflict management trials There are no simple solutions! Slide 43
J. W. Goethe-University Frankfurt Dieter Zapf 43 Work &
Organizational Psychology Conflict Behaviour of Bullying Victims
Results of a Diary Study (N=1618 conflicts) (Gro, 2003) In average,
72 bullying victims answered the diary Victims reported 13,5 social
conflicts occurring in a period of 2 months 2 conflicts per week
conflicts in 36% of all working days In average, 87 non- victims
answered the diary Non-Victims reported 7,6 social conflicts
occurring in a period of 2 months 1 conflict per week conflicts in
20% of all working days Slide 44 J. W. Goethe-University Frankfurt
Dieter Zapf 44 Work & Organizational Psychology Bullying -
Conflict - Conflict Handling I Results of a Diary Study (N=512
conflicts of victims; 262 conflicts of control group) (Gro, 2003)
Slide 45 J. W. Goethe-University Frankfurt Dieter Zapf 45 Work
& Organizational Psychology Bullying - Conflict - Conflict
Handling II Results of a Diary Study (Gro, 2003) Social conflicts
at work of the bullying victim are characterised by a lower overall
manageability (d=.55), in detail by a higher probability of
reoccurrence (d=.28) less chance of spontaneous improvement of the
situation (d=.36) less influence/controllability(d=.44) higher
inferiority of the victim(d=.54) Supports the difficulties to
defend themselves element of the bullying definition Slide 46 J. W.
Goethe-University Frankfurt Dieter Zapf 46 Work &
Organizational Psychology Glass (1982) Model of Conflict Escalation
Only one party will survive Slide 47 J. W. Goethe-University
Frankfurt Dieter Zapf 47 Work & Organizational Psychology Glass
Model of Conflict Escalation Restrictive definition Wider
definition Economically unreasonable Economically reasonable Slide
48 J. W. Goethe-University Frankfurt Dieter Zapf 48 Work &
Organizational Psychology Why the Conflicts Occurred Diary Study
Slide 49 J. W. Goethe-University Frankfurt Dieter Zapf 49 Work
& Organizational Psychology Extreme Bullying is Destructive for
both Parties Questionnaire study of Meschkutat et al. (2002): 11,1%
of the victims reported that the bullies were transferred within
the company 8,2% of the victims reported that the bullies were
dismissed negative consequences for at least 20% of the bullies
This does not include other disadvantages such worse career
perspectives, loss of reputation, loss of influence, etc. Slide 50
J. W. Goethe-University Frankfurt Dieter Zapf 50 Work &
Organizational Psychology From Zapf & Gross (2001). European
Journal of Work & Organizational Psychology Level of Conflict
Escalation and Intervention Strategies Process Assistance
Sociotherapeutic Process Assistance Slide 51 J. W.
Goethe-University Frankfurt Dieter Zapf 51 Work &
Organizational Psychology Level of Conflict Escalation and Coping
Strategies Glasl: Conflict management has to take the level of
escalation into consideration! Talking to the bullies is a useless
strategy for the victim, because it is a phase 1 strategy The
strategy was more often used by the unsuccessful victims in the
study of Zapf and Gro (2001) (82% vs. 53%) 83% of participants in
the study of Meschkutat et al. (2002) report that trials to clarify
and solve conflicts by talking to the bullies were unsuccessful,
whereas only 7,7% were successful. Victims use less often problem
solving (integrating) in the study of Gro (2003), but used more
often avoidance strategies Slide 52 J. W. Goethe-University
Frankfurt Dieter Zapf 52 Work & Organizational Psychology Level
of Conflict Escalation and Coping Strategies Active strategies
which are normally useful, do not work anymore or are even
counterproductive in phase 3 The conflict management strategy
integrating was positively correlated with victimization when the
individual held a lower power position (Aquino, 2000) After putting
forward a group complaint, the majority (93%) of those currently
bullied reported having been threatened with dismissal (Rayner,
1997). Slide 53 J. W. Goethe-University Frankfurt Dieter Zapf 53
Work & Organizational Psychology Bullying at Various Levels of
Conflict Escalation Phase 2: Relationship conflicts Mediation
techniques or socio-therapeutic process intervention may help to
overcome bullying Phase 3: Aggression and destruction 12,6%:
Defence strategies brought bullying to an end (Meschkutat et al.,
(2002), but 81%: Separation of bullies and victims brought bullying
to an end (Meschkutat et al., (2002) Separation most reasonable
solution in Zapf & Gro (2001) and Knorz & Zapf (1996)
Separation of bullies and victims the only reasonable solution
Slide 54 J. W. Goethe-University Frankfurt Dieter Zapf 54 Work
& Organizational Psychology Coping with Bullying the Successful
Victims 6 out of 50 participants maintain that their situation has
improved again. Qualitative interview data available of 4 persons.
These cases agree in showing the following characteristics Define a
Clear Boundary, decision to get out of the bad game Personal
Stabilisation e.g., by longer time out (sick leave) and
psychotherapy Objective Changes of the Work Situation by
Intervention of a Third Party (usually higher management) From
Knorz & Zapf (1996). Zeitschrift fr Arbeits- und
Organisationspsychologie Slide 55 J. W. Goethe-University Frankfurt
Dieter Zapf 55 Work & Organizational Psychology After Zapf
& Gross (2001). European Journal of Work & Organizational
Psychology Coping with Bullying/Mobbing Slide 56 J. W.
Goethe-University Frankfurt Dieter Zapf 56 Work &
Organizational Psychology Coping with Bullying Empirical studies of
successful bullying/mobbing victims show: they do their best at
work they try to avoid errors they are sensitive with regard to
which behaviour further escalates or de-escalates the conflict They
need support to get separated from the bullies Slide 57 J. W.
Goethe-University Frankfurt Dieter Zapf 57 Work &
Organizational Psychology 6) Intervention Slide 58 J. W.
Goethe-University Frankfurt Dieter Zapf 58 Work &
Organizational Psychology Intervention Find out level of escalation
Lower levelHigher level Help to find new organization Help victim
to make decision Change organization Try a variety of conflict
solution techniques: e.g., Mediation, Team development Conflict
management training Slide 59 J. W. Goethe-University Frankfurt
Dieter Zapf 59 Work & Organizational Psychology Intervention
Find out level of escalation Lower levelHigher level Point of no
return Crucial question: Can the social situation at work be
repaired? A no could mean to leave the organization Slide 60 J. W.
Goethe-University Frankfurt Dieter Zapf 60 Work &
Organizational Psychology Intervention Find out level of escalation
Lower level Try a variety of conflict solution techniques: e.g.,
Mediation, Team development Conflict management training Higher
level Help to find new organization Help victim to make decision
Change organization Be aware of the power imbalance! Slide 61 J. W.
Goethe-University Frankfurt Dieter Zapf 61 Work &
Organizational Psychology Intervention Find out level of escalation
Lower levelHigher level Help to find new organization Help victim
to make decision Change organization Try a variety of conflict
solution techniques: e.g., Mediation, Team development Conflict
management training Problem: External attribution of the victim
One-sided view of the conflict Learn to consider his/her own part
in the conflict Slide 62 J. W. Goethe-University Frankfurt Dieter
Zapf 62 Work & Organizational Psychology Intervention Find out
level of escalation Lower levelHigher level Help to find new
organization Help victim to make decision Change organization Try a
variety of conflict solution techniques: e.g., Mediation, Team
development Conflict management training Outplacement strategies
The victim might need time for recovery Learn to cope with the
injustice experienced Stabilization period Learn to trust others
again Slide 63 J. W. Goethe-University Frankfurt Dieter Zapf 63
Work & Organizational Psychology Intervention Find out level of
escalation Lower levelHigher level Help to find new organization
Help victim to make decision Change organization Try a variety of
conflict solution techniques: e.g., Mediation, Team development
Conflict management training Separate bullies and victims Consider
informal networks Anti-bullying policies Supportive management
Slide 64 J. W. Goethe-University Frankfurt Dieter Zapf 64 Work
& Organizational Psychology Thank You for Your Attention!
[email protected] Currently at: University of South
Australia School of Psychology Occupational Health Psychology
Unit