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CONFLICT MANAGEMENT Is conflict good or bad?

CONFLICT MANAGEMENT Is conflict good or bad?. AGENDA Differing views of conflict Jerry and Pat … a case of conflict Why conflict occurs … because of roles Styles for managing conflict Your preferred conflict management style Alternates to power driven conflict resolution

jessica-welch
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CONFLICT MANAGEMENT Is conflict good or bad?

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  1. CONFLICT MANAGEMENTIs conflict good or bad? AGENDA • Differing views of conflict • Jerry and Pat … a case of conflict • Why conflict occurs … because of roles • Styles for managing conflict • Your preferred conflict management style • Alternates to power driven conflict resolution • Conciliation, mediation, & arbitration

  2. Conflict is ________ (Please fill in the blank) • Views of conflict • negative -- almost forbidden, sense of disloyalty • positive -- challenging, opportunity for progress • balanced -- some is healthy & some is harmful • Types of conflict • goal ... incompatible outcomes • cognitive ... incompatible thought patterns • affective ... incompatible emotions • Views of conflict & management models • scientific management & hierarchical models • contingency & horizontal models

  3. Sources of Conflict • Role issues • role = set of expected behaviors • father, daughter, supervisor, friend, employee • Role conflict = strong & inconsistent expectations • father who must obey boss • Role ambiguity = uncertainty about expectations • inadequate info, unclear info, confusion on results • Scarce resources • Personality issues • International culture issues

  4. Styles for Managing Conflict • five basic styles • avoidance ... bury head in sand • smoothing ... focus only on other -- it’s all right • forcing ... do it my way or else ... Steinbrenner • compromise ... each gains & loses • collaborative ... focus on gains for each -- win-win • barriers: time, group norms, command leaders • conditions for use: some common goals, disagree on means, high quality, need to work through feelings • best style ?? it depends !!

  5. Negotiation of Conflict • Negotiation = individuals/groups with common goals and conflicting goals/means • 2 or more parties, key differences, some common goals, sequential process, shared solution • e.g., collective bargaining • Conflict styles & negotiation • collaboration & compromise => positive & effective • forcing & compromise => less effective • Getting to Yes -- focus on why’s, not how’s • win-win focus

  6. Alternative Dispute Resolution (ADR) • Types of ADR • ombudsman = neutral employee to reconcile both interests • mediation = neutral 3rd party to listen & communicate • arbitration = neutral 3rd party with power to decide • University System ADR focus • encourage settlement to avoid cost of suits in time & dollars

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