CONFLICT MANAGEMENT

Definition of Conflict

A situation in which someone believes that his or her own needs have been denied.

The goal of organizational leadership is not to eliminate conflict, but to use it.

Conflict is a predictable social phenomenon and should be channeled to useful purposes.

What Do You Think? What Do You Think when you hear the word . . CONFLICTWhat do you think and what images come to you . . .

Symptoms Of ConflictTensions.No desire to communicate.Work not done properly.Disastrous meetings.Anger occurs quickly and easily.

Symptoms Of ConflictFailing productivity. Slipping morale.Absenteeism.Accidents.Escalating costs.Slamming doors.Shouting.Bad times.

Symptoms Of ConflictThe employee (or employees) involved display no desire to communicate.Bad tempers are evident.Productivity is falling.Morale is slipping.

SOURCES OF CONFLICT:

UNDERSTANDING CONFLICTORIGINS OF CONFLICT:Limited resources.Unmet basic needs.Different values.

RESPONSES TO CONFLICT:

SOFT: Withdrwing.Ignoring.Denying.Giving in.HARD:Threatening.Pushing.Hitting.Yelling.

PRINCIPLED:Listening.Understanding.Respecting.Resolving.

OUTCOMES OF CONFLICT:SOFT:LOSE-LOSELOSE-WIN

HARD:LOSE-LOSEWIN-LOSE

PRINCIPLED:WIN-WIN.

TYPES OF CONFLICT:

Interpersonal ConflictConflict between individuals due to differences in their goals or values.Intragroup ConflictConflict within a group or team.Intergroup ConflictConflict between two or more teams or groups.Managers play a key role in resolution of this conflictInterorganizational ConflictConflict that arises across organizations.

CONFLICT MANAGEMENT:

Five conflict management modes

Withdrawal/Avoidance. temporarySmoothing/Accomodating. fails to resolveCompromising Forcing/Competing. Provides Problem solving/collaboration resolution.

CONFLICT APPROACHES:COMPETING/FORCING.

APPROPRIATE:An emergency looms.The issue is trivial and others dont really care what happens.Youre sure youre right, and being right matters more than preserving relationships.INAPPROPRIATE:Collaboration is not yet been attempted.Co-operation from others is important.Used routinely for most issues.Self-respect of others is diminished needlessly.

COLLABORATING:APPROPRIATE:Co-operation is important.A creative end is important.Reasonable hopes exists to address all concerns.The issues and relationship are both significant.INAPPROPRIATE:Time is short.Issues are unimportant.Youre over-loaded.The goals of the other person certainly are wrong.

COMPROMISING:

APPROPRIATE:Co-operation is important but time or resources are limited.When finding some solution, even less than the best, is better than a complete stalemate.When efforts to collaborate will be misunderstood as forcing.

INAPPROPRIATE:Finding the most creative solutions possible is essential.You cant live with the consequences.

AVOIDING:

APPROPRIATE:The issue is trivial.The relationship is in-significant.Time is short and a decision is not necessary.You have little power but still wish to block the other person.

INAPPROPRIATE:You care both about the relationship and the issues involved.Used habitually for most issues.Negative feelings may linger.Others would benefit from caring.

ACCOMMODATING:

APPROPRIATE:You really dont care about the issue.Youre powerless but have no wish to block the other person.You realize you are wrong.

INAPPROPRIATE:You are likely to harbor resentment.Used habitually in order to gain acceptance.

PROBLEM-SOLVING:

Set the stage.Gather perspectives.Identify the interests.Create options.Evaluate options.Generate agreement.

PRINCIPLES OF CONFLICT RESOLUTION:

Separate people from the problem.Focus on interests, not positions.Invent options for mutual gain.Use objective criteria.

THANK YOU !