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Productive Conflict Management

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Productive Conflict
Management
Defining Conflict within
a Communication Context
1. Conflict within Systems
пЃ® Expressed Struggle
пЃ® Incompatible Goals
пЃ® Scarce Rewards
2. Conflict within Small Groups
пЃЇ Group Homogeneity & Conformity
пЃЇ Group Orientation & Constructive
Conflict
The Substance of Conflict
пЃЇ Scarce Resources
пЃЇ Diverse Backgrounds
пЃЇ Orientations to Task Accomplishment
Patterns Of Conflict Resolution
пЃЇ Basic Elements of Constructive
Conflict
пЃ® Mutual Interpersonal Concern
пЃ® Interdependence
пЃ® Equifinality
Styles of Conflict Resolution
пЃЇ
пЃЇ
пЃЇ
пЃЇ
пЃЇ
пЃЇ
Collaboration
Negotiation
Accommodation
Compromise
Competition
Avoidance
Collaboration
пЃЇ
пЃЇ
пЃЇ
пЃЇ
пЃЇ
пЃЇ
Problem Solver
Integrator—focused on Us
Looking for Consensus
"Win/Win" Solutions
Participation of All Members
Resolutions Combine or Most
Perspectives
Negotiation
пЃЇ Forges Resolution of Opposing Views
пЃЇ Provides Important Benefits to Each Side
пЃЇ Follows Impasse; Non-resolvable
Disagreement
пЃЇ Sometimes Involves Formal Bargaining
пЃЇ Not Binding Arbitration
пЃЇ Impartial Mediator Helps Process
пЃЇ Mutual Concessions for Satisfactory
Resolution
Accommodation
пЃЇ
пЃЇ
пЃЇ
пЃЇ
пЃЇ
Friendly Helper
Suppressor of Self for Harmony
One-Sided Concession; Giving In
"Lose/Win"
Use for Non-significant, Superficial Conflicts
пЃ® Results may be Positive or Negative
пЃ® Positive if Constructive Compromise
пЃ® Negative if Coalition Building; Trading Issues
Compromise
пЃЇ
пЃЇ
пЃЇ
пЃЇ
пЃЇ
пЃЇ
пЃЇ
Conciliator; Negotiator
Split the Difference; Give up Half
"Lose/Lose"
Use for Small Issues; Save Time & Energy
Members Must Be Willing to Concede
Destructive if Compromise Forced
May Reduce Later Cooperation &
Agreement
Competition
Tough Battler
Power Orientation—We/They
"Win/Lose"
Self Interest rather than Mutual
Interest
 Constructive—Limited to Issues
 Destructive—Personal Attacks
пЃЇ Need Mutual Respect and Trust
пЃЇ
пЃЇ
пЃЇ
пЃЇ
Avoidance
Impersonal Complier
Avoid—Withdraw
"Lose/Win"
Constructive: lack of Information,
Expertise
пЃЇ Destructive: if Habitual; or
Represents Unexpressed
Dissatisfaction
пЃЇ
пЃЇ
пЃЇ
пЃЇ
Styles of Conflict Management
Competition
Collaboration
(Consensus)
Negotiation
Compromise
Avoidance
Accommodation
Small Group and Team Communication, 2nd edition, Harris & Sherblom, Copyright В© Allyn & Bacon 2002
Constructive Conflict Resolution
пЃЇ Make Commitment to Positive
Relationships.
пЃЇ State Positions Directly and Honestly.
пЃЇ Listen Attentively to Diverse Opinions.
пЃЇ Accept Responsibility for Thoughts &
Feelings.
пЃЇ Address Issues, Not Personalities.
пЃЇ Understand Persons & Perspectives.
пЃЇ Use Supportive, Not Defensive,
Communication.
пЃЇ Look for Agreement under Disagreement.
пЃЇ Focus on Issues, Not Positions.
пЃЇ Generate Alternatives Before Final
Resolution.
пЃЇ Insist on Objective Standards for Solutions.
Power In Group Conflict
пЃЇ Types of Power
пЃ®
пЃ®
пЃ®
пЃ®
пЃ®
пЃ®
пЃ®
Expert Power
Interpersonal Linkage Power
Reward and Punishment Power
Positional (Legitimate) Power
Referent Power
Charismatic (or Personal) Power
Avoidance Power
пЃЇ Power In Context
пЃЇ The End
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