5a conflict management
TRANSCRIPT
Understanding Conflict and Conflict Management
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What is conflict?
Conflict is…
● A normal, inescapable part
of life
● A reality in any relationship
● An opportunity to
understand opposing views,
values, and ways of
accomplishing goals
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Why is conflict so common?
“Faced with the choice between changing
one’s mind and proving that there is no
need to do so, almost everybody gets
busy on the proof.”
John Kenneth Galbraith
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Conflict and Communication
Conflict: Often caused by miscommunications and misunderstandings, both of which can be reduced through active listening.
Just as we vary our communication strategies based on the environment and audience, our listening strategies vary as well.
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Listening and Conflict Management
Think about the following:
How do we listen when we listen in class?
→ Are we working to understand the feelings of the instructor and our classmates?
How do we listen when we are at work?
→ Are we always trying to understand our coworkers’ thinking, or do we just want to keep it moving?
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Sources of Workplace Conflict
● Goals
● Personality conflicts
● Scarce resources
● Styles
● Values
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Conflict Management Styles
There are many different ways to handle conflict at work.
Here are 5 you may find useful:
● Accommodating
● Avoiding
● Collaborating
● Competing
● Compromising
Here’s another way of looking at Conflict Management
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Conflict Management Styles
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Consider these questions:
● What conflict management styles did you see these co-workers engage?
● What mistakes did you see?
● What opportunities did you see?
● How could you have used active listening and a different conflict management style to better manage these conflicts?
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Work Scenarios: Discussion
● What conflict management styles did you see these co-workers engage?
● What mistakes did you see?
● What opportunities did you see?
● How could you have used active listening and a different conflict management style to better manage these conflicts?
● How would you handle this situation differently?