Managing Conflict Objectives пЃ¬ пЃ¬ пЃ¬ пЃ¬ пЃ¬ Definition Views on Conflict Types of Conflict Conflict Strategies Desired Outcomes Definition пЃ¬ пЃ¬ A struggle or contest between people with opposing needs, ideas, beliefs, values, or goals A process that begins when one party perceives that another party has negatively affected or is about to affect something that the first party cares about Definition (cont.) пЃ¬ пЃ¬ An active effort by an individual or group for its own preferred effort at the cost of others A process by which the efforts of вЂњAвЂќ are purposefully made to offset the efforts of вЂњBвЂќ by some form of blocking that will result in frustrating вЂњBвЂќ in attaining his/her goal(s) Conflict пЃ¬ вЂњConflict tends to obstruct cooperative action, create suspicion and distrust and decrease productivity.вЂќ Views on Conflict пЃ¬ пЃ¬ Traditional View вЂ“ the view that all conflict is harmful and must be avoided Human Relations View вЂ“ the belief that conflict is a natural and inevitable outcome in any group Views on Conflict (cont.) пЃ¬ Integrationist/Modern View вЂ“ the belief that conflict is not only a positive force in a group but that it is absolutely necessary for a group to perform effectively. ItвЂ™s a natural occurrence and should be encouraged. It is necessary for a harmonious, peaceful, cooperative atmosphere leading to teamwork. Types of Conflict пЃ¬ Dysfunctional вЂ“ Conflict that hinders group performance due to poor communication, lack of openness and trust between two people, and failure to be responsive to the needs and aspirations of others Types of Conflict (cont.) пЃ¬ Functional Conflict вЂ“ works towards the goals of an organization or group and improves performance. It is creatively managed conflict that shakes people out of their ruts and gives them new points of view. Conflict пЃ¬ вЂњIf we are going to be a learning organization, there must be some level of conflict.вЂќ (MM) Effect of Conflict on Organizational Performance Conflict Management Strategies пЃ¬ пЃ¬ пЃ¬ пЃ¬ пЃ¬ пЃ¬ пЃ¬ пЃ¬ пЃ¬ пЃ¬ пЃ¬ C O O P E R A T I 0 N Accommodation * Collaboration * Compromising * Avoiding Competing пЃ¬ пЃ¬ пЃ¬ _________________________________________________________ ASSERTIVENESS Conflict Management Strategies (cont.) Competing/Forcing пЃ¬ пЃ¬ пЃ¬ Using formal authority or other power that you possess to satisfy your concerns without regard to the concerns of the party you are in conflict with. High Assertiveness вЂ“ Low Cooperation Appropriate to use вЂ“ when quick action is needed, unpopular decisions need to be made, when vital issues must be handled, and when one is protecting self interest Competing/Forcing (cont.) Skills Needed for This Strategy/Mode пЃ¬ пЃ¬ пЃ¬ пЃ¬ пЃ¬ Arguing/debating Using rank or influence Asserting your opinions and feelings Standing your ground Stating your position clearly Conflict Management Strategies (cont.) Avoiding пЃ¬ пЃ¬ пЃ¬ Not paying attention to the conflict and not taking any action to resolve it Low assertiveness вЂ“ Low cooperation Appropriate Use вЂ“ when you have issues of low importance, to reduce tensions, to buy some time, when youвЂ™re in a position of lower power Avoiding Skills Needed for This Strategy/Mode пЃ¬ пЃ¬ пЃ¬ пЃ¬ Ability to withdraw Ability to leave things unresolved Ability to sidestep issues Sense of timing Conflict Management Strategies (cont.) Accommodating пЃ¬ пЃ¬ пЃ¬ Allowing the other party to satisfy their concerns while neglecting your own Low assertiveness вЂ“ high cooperation Appropriate use: to show reasonableness, develop performance, create good will, keep the peace пЃ¬ пЃ¬ Note: some use this outcome when the issue or outcome is of low importance (Be careful not to вЂњkeep a tallyвЂќ or be a martyr with the unspoken expectation that the вЂњfavorвЂќ will be returned) Accommodating Skills Needed for This Strategy/Mode пЃ¬ пЃ¬ пЃ¬ пЃ¬ Forgetting your desires Selflessness Ability to yield Obeying orders Conflict Management Strategies (cont.) Compromising пЃ¬ пЃ¬ пЃ¬ Attempting to resolve a conflict by identifying a solution that is partially satisfactory to both parties but completely satisfactory to neither Moderate Assertiveness вЂ“ Moderate cooperativeness Appropriate use вЂ“ when dealing with issues of moderate importance, when you have equal power status, when you have a strong commitment for resolution, use as a temporary solution when there are time constraints Compromising Skills Needed for This Strategy/Mode пЃ¬ пЃ¬ пЃ¬ пЃ¬ Negotiating Assessing value Finding s middle ground Making concessions Conflict Management Strategies (cont.) Collaborating пЃ¬ пЃ¬ пЃ¬ Cooperating with the other party to understand their concerns and expressing your own concerns in an effort to find a mutually and completely satisfactory solution (win-win) High Assertiveness вЂ“ High cooperation Described as putting an idea on top of an idea on top of an idea in order to achieve the best solution to a conflict (Best solution вЂ“ a creative solution to the conflict that would not have been generated by a single individual) Collaborating (cont.) Appropriate Use пЃ¬ пЃ¬ пЃ¬ пЃ¬ пЃ¬ пЃ¬ пЃ¬ When the conflicts warrant the time and energy When the conflict is important to the people who are constructing an integrative solution When the issues are too important to compromiseвЂ™ When merging perspectives When gaining commitment When improving relationships When learning Collaborating (cont.) Skills Needed for This Strategy/Mode пЃ¬ пЃ¬ пЃ¬ пЃ¬ Active listening Identifying concerns Non threatening confrontation Analyzing input Desired Outcomes of Conflict пЃ¬ пЃ¬ пЃ¬ Agreement вЂ“ strive for equitable and fair agreements that last Stronger Relationships вЂ“ build bridges of goodwill and trust for the future Learning вЂ“ greater self awareness and creative problem solving Thank you!!!