conflict management kn
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Conflict Management
Kharafi NATIONAL
Course Objectives
• Understand what conflict is and how it can escalate• Be able to recognize the five most common conflict
resolution styles and when to use them• Increase positive information flow, through non-
verbal and verbal communication skills• Develop effective techniques for intervention
strategies• Strengthen staff trust and morale• Become more confident of your ability to manage
conflicts to enhance productivity and performance
Defining Conflict
• From an organizational point of view, conflict can be viewed as anything that disrupts the “normal” routine.
• Conflict is also “the hostility caused when you strived for the outcomes you prefer, and thus prevent others from getting the outcome they want.”
• Are there other definitions that work for you?
Defining Conflict
Some assumptions about conflict:
• Conflict is avoidable.• Conflict produces inappropriate reactions by the
persons involved. • Conflict creates a polarization within the
organization.
What are some positives and negatives aboutconflict?
Types of Conflict
• Inner conflict• Interpersonal conflict• Group conflict
Types of Conflict
Twelve Roots of Interpersonal Conflict• Basic Differences• Prejudice/Bias• Nastiness/Stubbornness• Sensitivity/Hurt• Differences In Perception/Values• Differences Over Facts• Differences Over Goals/Priorities• Differences Over Methods• Competition For Scarce Resources• Competition For Supremacy• Misunderstanding• Unfulfilled Expectations
Types of Conflict
Roots of Group Conflict• Goal segmentation and rewards• Mutual departmental dependence• Unequal departmental dependence• Functional unit and environment• Role dissatisfaction• Role ambiguities• Common resource dependence
Open Conflict vs. Hidden Conflict
There are two ways of dealing with conflict. • We can be open and up front about it • We can keep it hidden and let it smolder inside us
Group Questions• Can you think of times when you have been open about
a conflict you are experiencing with another person?• Can you think of a time when you were more covert or
hidden about how you were really feeling? • Why did you sometimes feel okay about speaking up?• What held you back when you were keeping your
conflict hidden?
Spontaneous and Reflective Action
• Those who are extroverts are notorious for opening their mouth and putting their foot in it.
• This is spontaneous behavior: neither thinking things through nor considering the consequences before we speak.
• However, introverts are usually more reflective. • This means they think before they speak, but they
also self-censure to the point that what needs to be said doesn’t get verbalized.
Johari Window
Johari Windows
The Johari Styles•A Turtle: Low Trust and Low Respect•An Owl: High Respect and Low Trust•A Bull in the China Shop: High Trust and Low Respect
•A Picture Window: High Trust and High Respect
Session Seven: Stages of Conflict
• Latent Conflict• Perceived Conflict• Felt Conflict• Manifest Conflict• Conflict Aftermath
Stages of Conflict
Stage 1: Mild DifferenceStage 2: DisagreementStage 3: DisputeStage 4: CampaignStage 5: LitigationStage 6: Fight and/or War
Conflict Outcomes
Strategies For Dealing with Conflict• Lose-Lose • Win-Lose• Win-Win
Strategist For Resolutions
Strategy GAME Win As Much as You Can
• 4 X's: Lose $1.00 each• 3 X's: Win $1.00 each• 1 Y: Lose $3.00• 2 X's: Win $2.00 each• 2 Y's: Lose $2.00 each• 1 X: Win $3.00• 3 Y's: Lose $1.00 each• 4 Y's: Win $1.00 each
Conflict Resolution Style Questionnaire
Active Listening
Steps to Active Listening
• Listen for total meaning. • Respond to feelings. • Note all cues.
Paraphrasing
• Paraphrasing is another skill that is critical to your efforts to resolve conflict. It helps clarify what is being said by both parties in the disagreement.
• The key to paraphrasing in a conflict situation is to remain calm and collected, as you restate what you believe they’ve said.
Powerful Questions
Questions can:
• Gather additional information.• Clarify information.• Help lead the other person to an insight not yet his or hers.
7 Steps to Ironing Things Out
1.Remove all masks.2.Identify the real problem3.Communicate in a manner certain to
be received4.Give up a must win attitude.5.Develop several possible solutions.6.Evaluate options and select a solution.7.Acknowledge and preserve the value
of the relationship.
The Conflict/Opportunity Test
• What is the conflict? • Who are the players?• If this conflict is resolved, what are the benefits?• If this conflict is not resolved, what are the payoffs
or benefits for me?• If the conflict is not resolved, what harm can follow?• If this conflict is resolved, will the benefit create a
better situation than before the conflict arose?• Whatever the outcome, can I see that the conflict
added a positive dimension to the potential outcome?
Conflict and its Resolution
Conflict
Stated Position Stated Position
Needs Needs
AssumptionsAssumptions
Person 1 Person 2
Conflict and its Resolution
Facilitating Conflict
• There is a danger of being in the midst of a difficult situation without recognizing it.
• Prepare. • Gather as much information as you can
about how the other person /group might be thinking and feeling. Try to understand their perspective.
• Know your own hot buttons. What makes you react or get angry?
Facilitating Conflict
Facilitating conflict has two distinct steps:
Venting: This involves listening to people so they feel heard, and so that built up emotions are defused. People are rarely ready to move on to solutions until their emotional blacks have been removed.
Resolving the issue: This means choosing the right structured approach to get to solutions. This can be a collaborative problem-solving activity, compromising, accommodating, or consciously avoiding.
Setting Norms
• What behaviors and rules should we adhere to if we find ourselves getting into serious disagreements?
• What can we do to ensure that we have a good debate instead of a heated argument?
Making an Intervention
• During any workshop or meeting, there are many occasions when you will need to make an intervention.
• The definition of intervention is: “any action or set of actions deliberately taken to improve the functioning of the group.”
• Intervening is like holding up a mirror to the participants so that they can see what they're doing and take steps to correct the problem.
Making Interventions
Word interventions by:• Describe what you're seeing.• Make an impact statement. • Redirect the person's behavior(s).
Examples:• "I'm noticing that ..." • "I'd like to offer this observation. ..." • "Let's stop for a moment and look at what's happening
here." • "It strikes me that ..." • “What are people experiencing right now?”
Making Interventions
Deal with resistance using these steps.
Step 1 Invite the resistor to express his or her resistance while
you listen actively, paraphrase and offer empathy.• “Tell me why you feel this way?”• “What happened last time?” Step 2After all the concerns have been acknowledged, ask
questions to prompt the resistor to suggest solutions.• “What circumstances would make you willing to stay?” • “What assurance will eliminate your concerns?”
Objectives Review
QUESTIONS
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