23 conflict management
TRANSCRIPT
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Conflict Management
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Working together isn’t always easy
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What is conflict?
How would you describe
it?
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What is conflict?Dictionary definition:
– disagreement, struggle, fight, incompatible
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Consequences of conflict
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Lack of conflict is a sign of over conformity.
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It is unhealthy when there is no conflict
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You need diversity
of opinion
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Components of conflict
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Good Consequences
of Conflict
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increased creativity
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It forces people to clarify their views
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It can produce constructive social
change
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It gives people the opportunity to test their capacities
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•development of group and organization cohesion
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•Bad Consequences
of Conflict
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Violence
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breakdown of relationships
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polarization of views into static positions
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A breakdown of collaborative ventures
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destruction of communication
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The cost of conflict• Relationship costs
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The cost of conflict• Costs to the individual
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The cost of conflict
• Costs to the company
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Main sources of
conflict• The aggressive
or competitive behaviour of human beings
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Main sources of conflict• Competition for limited resources
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Main sources of conflict• Frustration
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Main sources of conflict
• The Introduction of
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Main sources of conflict• Clashes between values and interest
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Main sources of conflict• Cultural influences
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Main sources of conflict
• Misinformation, assumptions and expectations
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Main sources of conflict
• Role and status issues
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Main sources of conflict
• Mind games
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Main sources of conflict• Triggers.
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The Emotional v The Rational Brain
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Emotional brain
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Emotional Vs Rational• The 'Emotional' brain• Quickly processes
incoming information • Filters for potential threat • Triggers fight or flight
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Fight or Flight?• Body produces adrenaline• Natural animal instinct• Bodies response to perceived threat• Blood redirected to major muscle groups• Hearing level drops off • Eyesight improves
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Emotional Vs Rational• The 'Rational' brain • Allows objectivity• Makes sense of any risk
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Red rag phrases - barriers• “I think the best way would be to….”
• “Yes, but…”
• “Yes, but I still think…”
• “What you don’t seem to realise is…”
• “Whatever you say, but what I am going to do is.”
• “Why don’t you listen to sense”
• “You are the one being difficult”.
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Inhibitors
• Social or legal consequences • Self control• Personal values• Fear that the other person will fight
back
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How communication worksSender
Receiver
Encodes
Decodes
Message
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Attitude & Behaviour Cycle
Your AttitudeYour Attitudeaffectsaffects
Your Your BehaviourBehaviour
affectsaffects My AttitudeMy Attitude affectsaffects
My My BehaviourBehaviour
affectsaffects
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How can conflict be managed successfully?
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Strategies to Resolve Conflicts
• Assume you do not have all the answers.
• Ask questions to understand the other person(s).
• Be prepared to compromise or make a deal.
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Active listening• Really listen to what they are saying• Focus your attention on them• Use non-verbal cues (e.g. nodding the
head)• Paraphrase what they have said, to show
that you have understood.
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These are all the same -
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A piece of cheese!
A
B
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Empathy• It works because it acknowledges people’s
feelings
– Try to put yourself in their shoes – Acknowledge their feelings – Step alongside them, try to see things from
their point of view
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Outcomes of conflict
Lose – loseWin – loseWin - win
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Resolving the Conflict
Looking for a win-win
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How can conflict be managed successfully?
Win-win conflict.Both parties achieve their desires.Collaboration or problem solving are
forms of win-win conflict.
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Reaching win-win
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To Achieve Win/Win ResultsGain participation from everyone involved in the
conflict.State the reason to work on a solution.
• Use empathy. Have each party see the problem/situation from the other point of view. State what you want.
• Repeat what you hear.
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Components of Conflict
When you have to deal with conflict
tackle the emotional issues first then address values and interests
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