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Conflict Defined

Conflict Defined. Cold Conflict functional little to no emotion builds consensus enhances relationships Hot Conflict dysfunctional much emotion destroys relationships. Factors Influencing Hot Conflict. Attitudes Control imbalance Outcome importance Perceptions of: interdependence

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Conflict Defined

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  1. Conflict Defined • Cold Conflict • functional • little to no emotion • builds consensus • enhances relationships • Hot Conflict • dysfunctional • much emotion • destroys relationships

  2. Factors Influencing Hot Conflict • Attitudes • Control imbalance • Outcome importance • Perceptions of: • interdependence • different goals • being kept from goals

  3. The Conflict Process • Analysis • Frustration • Conceptualization • Behavior • Other’s reactions • Outcome

  4. Consequences of Conflict • Decreased productivity • Low morale • Absenteeism • Stress • Turnover • Law suits • Violence

  5. Types of Conflict • Interpersonal • Individual - Group • Group - Group

  6. Sources of ConflictHidden • Fear • Embarrassment • Distrust • Hurt • Anger • Uncertainty

  7. Sources of ConflictSurface • Interdependence • Jurisdictional Ambiguity • Communication • Culture and Value • Difficult Personalities

  8. Types of Difficult People • Aggressive • Tank • Grenade • Sniper • Know-it-all • “No” person • Whiner • Passive • “Yes” person • Bump-on-a-log • ‘Round-to-it

  9. Angry Customers • Aggressive Behaviors • Warriors • Unloaders • Child • Blamer • Gunny Sacker • Passive Behaviors • Survivalists • Guiltmakers • Pretenders

  10. Handling Diversity Disputes • Increase scope of diagnoses • Validate the other groups’ culture and viewpoint • Encourage workplace diversity • Identify power and control imbalances and redistribute where appropriate

  11. Individual Differences in Dealing with Conflict • Personality traits versus learned behavior • Relationship of disputing parties • Gender differences • Past conflict experiences • Conflict response style

  12. Conflict Response StylesThe Sage • Problem-solver • Win/Win orientation • Cooperative problem solving • Emphasis on preserving relationship and meeting own goals as well as that of others

  13. Conflict Response StylesThe Diplomat • Goal-oriented • Compromising orientation - provide evidence - persuasion • Emphases on relationship and each other’s goals

  14. Conflict Response StylesThe Ostrich • Avoidance • Withdrawal orientation - quit - complaining to others • Over-emphasis is on preserving relationship

  15. Conflict Response StylesThe Philanthropist • Accommodating - smoothing and conciliation • High concern for satisfying needs of others

  16. Conflict Response StylesThe Warrior • Win/Lose orientation - winning at all costs • Potential problem creator • Focus on own goals

  17. Conflict Management StagesStage 1: Analysis • Determine best strategy to use • Dictation • Arbitration • Mediation • Negotiation • Identify all sources of conflict

  18. Conflict Management StagesStage 1: Analysis • Dictation is best when: • parties are irrational • no trust exists • too angry to be realistic • have mental health issues • alcohol or drugs are involved • when violent behavior is potential • parties have poor communication skills • there are time constraints

  19. Conflict Management StagesStage 1: Analysis • Mediation and negotiation are best when: • parties are rational • parties want to work out a solution together • some trust still exists • there are no time constraints • Arbitration • same as mediation but use when parties get stuck during mediation

  20. Ury Negotiation Model • Don’t react • Don’t argue • Don’t reject • Don’t push • Minimize escalation

  21. Conflict Management Stages • Stage 2: Confrontation • Story telling • Stage 3: Resolution • Problem and sources have been identified • Alternative resolutions are brainstormed • Mutually agreeable solution chosen • Agreement to monitor changes in the future

  22. Stage 1: Analysis Decide strategy dictation arbitration mediation/negotiation Identify all conflict sources Stage 2: Confrontation Storytelling Stage 3: Resolution Brainstorm solutions Choose solution Agree to monitor/change Summary of ConflictManagement Stages

  23. Managing Workplace ConflictInterpersonal Communication Techniques • Active listening • Reflecting • Empathy • Questioning • Highlight common goals • Creating trust • Inquiring silence

  24. Managing Workplace ConflictActive Listening Means Using nonverbal gestures to let employees know their concerns are being heard. • eye contact • head nodding

  25. Managing Workplace ConflictReflecting Means Seeking clarification through paraphrasing of what each individual has said. • Open-ended vs. closed-ended questions

  26. Managing Workplace ConflictCommunication Reminders • Use “I” rather than “you” • Focus on behaviors, not personality • Give clear and specific examples • Explain impact of inappropriate behaviors on others

  27. Dealing with Difficult People • Direct Intervention • address behavior • explain impact of behavior on others • Indirect Intervention • positive feedback when appropriate behavior is used • Direct Coping • separate difficult employee from others • Indirect Coping • provide training to others on dealing with difficult personality

  28. Effectiveness of TechniquesDepends on: • Disputing parties’ communication skills • Conflict perspective • Power distribution • Personal accountability

  29. Preventing Workplace Conflict • Well-written job descriptions • Unambiguous policies • Clarification of roles and expectations • Training on new policies • Conflict management training • For teams, clarification of levels of authority

  30. Managing Workplace ConflictSteps for Mediation Step 1: Stabilize the setting • greet parties • use interpersonal communication techniques • confirm neutrality

  31. Managing Workplace ConflictSteps for Mediation Step 2: Help disputants communicate • both parties tell their side without interruption • clarify unclear issues • summarize main problems • focus on areas of agreement • prioritize what needs to be settled

  32. Managing Workplace ConflictSteps for Mediation Step 3: Help parties negotiate • seek cooperation • help them explore alternative solutions • allow venting but no accusations

  33. Managing Workplace ConflictSteps for Mediation Step 4: Clarify their agreement • summarize the agreement terms • state each parties’ role in implementing the agreement (who does what, when, where, how) • explain follow-up process

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