Conflict ManagementChapter 7

Problem vs. Conflict

Problem

Involves a situation or object

Question to be considered or solved

Problem vs. Conflict

Conflict Difficulties between people

Feared & avoided by leaders

Inherent in all relationships

Differences in goals

Communication creates, reflects, & is a vehicle for conflict

management

1. Distribution of resources

Results in power struggles Resources = tangible & intangible Inequity in distribution of resources Leaders can…

2. Individual psychological needs

Competing or incompatible goals Personality clashes Unmet needs Conflicting motivators Power discrepancies Consider individual needs

3. Conflicts over values

Come from…. Culture, religion, personal beliefs

Deeply entwined in one’s identity Difficult to overcome

Conflict Resolution

The process of resolving disagreements with the use of specific conflict resolution skills

Goal: Create a win-win situation

Assertiveness…

Approaches….

Assertiveness in Managing Difficulties Assertiveness

Behaviors that arise when dealing with conflict Standing up for your rights while being sensitive

to others & accepting responsibility for one’s actions

4 stage continuum

Assertiveness in Managing Conflict

Respect for

Others

Respect for Self

Low

High

High

Passivity Assertiveness

Manipulation Aggressiveness

Assertiveness in Managing Conflict

Aggressiveness Lack of respect for others

Dominating & winning are key

Like to humiliate people

Perceive themselves as powerful

Lacks credibility from others

Resp

ect

for

Ot h

ers

Respect for SelfL

H

H

Passivity Assertiveness

Manipulation Aggressiveness

Assertiveness in Managing Conflict

Passivity Non honest expression of feelings

Lack of self respect

Appease others

Avoid conflicts

Ineffective in problem solving

Resp

ect

for

Ot h

ers

Respect for SelfL

H

H

Passivity Assertiveness

Manipulation Aggressiveness

Assertiveness in Managing Conflict

Manipulative Lack of respect for self & others Underhanded Coerce responses from people Resented & not respected by others

Resp

ect

for

Ot h

ers

Respect for SelfL

H

H

Passivity Assertiveness

Manipulative Aggressiveness

Assertiveness in Managing Conflict

Assertive Respect for self & others

Stand up for rights without violating others’ rights

Direct, honest

Consider others

Resp

ect

for

Ot h

ers

Respect for SelfL

H

H

Passivity Assertiveness

Manipulation Aggressiveness

Approaches to Dealing with ConflictLevel of

Coop

era

tion

Level of Assertiveness

Low

High

High

Accommodation Collaboration

Compromise

Avoidance Competitive

Approaches to Dealing with Conflict

Avoidance Low assertiveness & low cooperation Characteristics

What problem? Non-committal Make irreverent remarks…get over it Denial

Why? Fear Hurt feelings of others Time to deal with it

Lose-lose situation Level of

Coop

er a

tion

Level of AssertivenessL

H

H

Accommodation Collaboration

Compromise

Avoidance

Competitive

Approaches to Dealing with Conflict

Accommodation

Low assertive, high cooperation

Do what others want & not what you want

Win-lose relationship

Shows a lack of confidence

Level of

Coop

er a

tion

Level of AssertivenessL

H

H

Accommodation Collaboration

Compromise

Avoidance

Competitive

Approaches to Dealing with Conflict

Competitive

High assertive, low cooperation

Look out for yourself regardless of what others

One-up relationship

Dominance issue

Win-lose relationshipLevel of

Coop

er a

tion

Level of AssertivenessL

H

H

Accommodation Collaboration

Compromise

Avoidance

Competitive

Approaches to Dealing with Conflict

Compromise Middle of assertiveness & cooperation

Give & take relationship

Goal: Equal exchange

Neither party satisfied

Lose-lose or weak win-winLevel of

Coop

er a

tion

Level of AssertivenessL

H

H

Accommodation Collaboration

Compromise

Avoidance

Competitive

Approaches to Dealing with Conflict

Collaboration High assertiveness & cooperation

Work through problem

Combine resources to move ahead Don’t give up things like Compromise

Work jointly & accept responsibility

Win-win situation…best approach

Level of

Coop

er a

tion

Level of AssertivenessL

H

H

Accommodation Collaboration

Compromise

Avoidance

Competitive