Handling Conflict

1. Handling Conflict

2. Conflict is . . . Any situation where your concerns or desires differ from another person’s

3. Objectives • Become more aware of your own conflict handling mode • Recognize the conflict handling modes of others • Assess conflict situations • Practice using different conflict handling modes

4. Your Conflict Mode = + Skill Situation 5 Modes for Handling Conflict Two basic aspects of all conflict handling modes Assertiveness Cooperativeness

5. The 5 Conflict Handling Modes Competing Collaborating ASSERTIVENESS Low High Compromising Avoiding Accommodating Low High COOPERATIVENESS

6. 1 Assertiveness Cooperativeness Competing“My way or the highway” • Quick Action • Unpopular decisions • Vital issues • Protection

7. Competing Skills • The ability to argue or debate • The ability to use rank, influence • Asserting your opinions, feelings • Standing your ground • Stating your position clearly

8. 1 Overuse of Competing • Lack of feedback • Reduced learning • Low empowerment • Surrounded by “yes wo/men”

9. 1 Under Use of Competing • Restricted influence • Indecision • Slow to act • Contributions withheld

10. Assertiveness Cooperativeness Collaborating“Two heads are better than one” • Integrating solutions • Learning • Merging perspectives • Gaining commitment • Improving relationships

11. Collaborating Skills • The ability to listen • Non-threatening confrontation • Analyzing input • Identifying concerns

12. Overuse of Collaborating • Too much time on trivial matters • Diffused responsibility • Other may take advantage • Work overload

13. Under Use of Collaborating • Deprived of mutual gains • Lack of commitment • Low empowerment • Loss of innovation

14. Assertiveness Cooperativeness Compromising“Let’s make a deal” • Moderate importance • Equal power—strong commitment • Temporary solutions • Time constraints • Backup

15. Compromising Skills • Negotiating • Finding a “middle ground” • Making concessions • Assessing value

16. Overuse of Compromising • Lose big picture/ long-term goals • Lack of values/trust • Cynical climate

17. Under Use of Compromising • Unnecessary confrontations • Frequent power struggles • Unable to negotiate effectively

18. Assertiveness Cooperativeness Avoiding“I’ll think about it tomorrow” • Issues of low importance • Reducing tensions • Buying time • Low power • Allowing others • Symptomatic problems

19. Avoiding Skills • Ability to withdraw • Side-stepping • Sense of timing • Able to leave things unresolved

20. Overuse of Avoiding • Lack of input from you • Decisions made by default • Issues fester • Cautious climate

21. Under use of Avoiding • Hostility/hurt feelings • Too many causes • Lack of prioritization/delegation

22. Accommodating“It would be my pleasure” • Showing reasonableness • Developing performance • Creating good will • Keeping “peace” • Retreating • Low importance Assertiveness Cooperativeness

23. Accommodating Skills • Foregoing your desires • Selflessness • Obeying orders • Ability to yield

24. Overuse of Accommodating • Ideas get little attention • Restricted influence • Loss of contribution • Anarchy

25. Under use of Accommodating • Lack of rapport • Low morale • Exceptions not recognized • Unable to yield