© 2001 wadsworth, a division of thomson learning, inc 1 conflict defined cold conflict...

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© 2001 Wadsworth, a division of Thomson Learning, Inc

Conflict Defined

• Cold Conflict– functional

– little to no emotion

– builds consensus

– enhances relationships

• Hot Conflict– dysfunctional

– much emotion

– destroys relationships

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Factors Influencing Hot Conflict

• Attitudes• Control imbalance• Outcome importance• Perceptions of:

– interdependence

– different goals

– being kept from goals

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The Conflict Process

• Analysis• Frustration• Conceptualization• Behavior• Other’s reactions• Outcome

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Consequences of Conflict

• Decreased productivity• Low morale• Absenteeism• Stress• Turnover• Law suits• Violence

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Types of Conflict

• Interpersonal

• Individual - Group

• Group - Group

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Sources of ConflictHidden

• Fear• Embarrassment• Distrust• Hurt• Anger• Uncertainty

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Sources of ConflictSurface

• Interdependence• Jurisdictional Ambiguity• Communication• Culture and Value• Difficult Personalities

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Types of Difficult People• Aggressive

– Tank

– Grenade

– Sniper

– Know-it-all

– “No” person

– Whiner

• Passive– “Yes” person

– Bump-on-a-log

– ‘Round-to-it

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Angry Customers

• Aggressive Behaviors– Warriors

– Unloaders

– Child

– Blamer

– Gunny Sacker

• Passive Behaviors– Survivalists

– Guiltmakers

– Pretenders

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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

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Individual Differences in Dealing with Conflict

• Personality traits versus learned behavior

• Relationship of disputing parties

• Gender differences• Past conflict experiences• Conflict response style

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

Conflict Response StylesThe Diplomat

• Goal-oriented

• Compromising orientation

- provide evidence

- persuasion

• Emphases on relationship and each other’s goals

Conflict Response StylesThe Ostrich

• Avoidance

• Withdrawal orientation

- quit

- complaining to others

• Over-emphasis is on preserving relationship

Conflict Response StylesThe Philanthropist

• Accommodating

- smoothing and

conciliation

• High concern for satisfying needs of others

Conflict Response StylesThe Warrior

• Win/Lose orientation

- winning at all costs

• Potential problem creator

• Focus on own goals

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Conflict Management StagesStage 1: Analysis

• Determine best strategy to use– Dictation

– Arbitration

– Mediation

– Negotiation

• Identify all sources of conflict

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• 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

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• 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

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Ury Negotiation Model

• Don’t react• Don’t argue• Don’t reject• Don’t push• Minimize escalation

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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

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Summary of ConflictManagement Stages

• 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

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Managing Workplace ConflictInterpersonal Communication

Techniques• Active listening• Reflecting• Empathy• Questioning • Highlight common goals• Creating trust• Inquiring silence

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Managing Workplace ConflictActive Listening Means

Using nonverbal gestures to let employees

know their concerns are being heard.– eye contact– head nodding

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Managing Workplace ConflictReflecting Means

Seeking clarification through paraphrasing of what each individual has said.

– Open-ended vs. closed-ended questions

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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

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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

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Effectiveness of TechniquesDepends on:

• Disputing parties’ communication skills• Conflict perspective• Power distribution• Personal accountability

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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

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Managing Workplace ConflictSteps for Mediation

Step 1: Stabilize the setting– greet parties– use interpersonal communication techniques– confirm neutrality

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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

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Step 3: Help parties negotiate• seek cooperation

• help them explore alternative solutions

• allow venting but no accusations

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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

© 2001 wadsworth, a division of thomson learning, inc 1 conflict defined cold conflict...

Documents

sources of conflict

division of thomson

consequences of conflict

conflict response styles

appropriate slide

conflict personality

reactions outcome slide

anger uncertainty slide