CONFLICTan expressed struggle between at least two interdependent parties who perceive incompatible goals, scarce resources, and interference from the other party in achieving their goalsOra process that begins when one party perceives that another party has negatively affected or about to affect something that the first party cares about

WHAT IS CONFLICT??? A disagreement between people that may be the result of different: Ideas Perspectives Priorities Preferences Beliefs Values Goals Organizational structures

If the parties really dont care about the outcome, the discussion probably doesnt rise to the level where we call it a conflict. When people argue without caring about what happens next or without a sense of involvement and struggle, it probably is just a disagreement

Sources of ConflictConflicts may originate from a number of different sources, including:Differences in information, beliefs, values, interests, or desires.A scarcity of some resource.Rivalries in which one person or group competes with another.

CAUSES OF CONFLICT Poor communicationLack of opennessFailure to respond to employee needs

TYPES OF CONFLICTTask ConflictRelationship ConflictProcess Conflict

Group ConflictIntragroup conflict: conflict among members of a group early stages of group development ways of doing tasks or reaching groups goals

Intergroup conflict: between two or more groups

Individual ConflictInterpersonal conflict: between two or more people a differences in views about what should be done differences in orientation to work and time in different parts of an organization

Intrapersonal conflict: occurs within an individual threat to a persons values feeding of unfair treatment multiple and contradictory sources of socialization

Positive Outcomes of Conflicts Conflicts can have constructive outcomes when they are properly handled. They can: (1) Provide greater interest in the topic of discussion, (2) Stimulate greater feelings of identify, (3) Cause attention to be drawn to the existing problems, (4) Cause diffusion of ideas for the solution for other problems, (5) Promote understanding, (6) Motivate one to work more efficiently.

Conflict is a problem when:It hampers productivity & increases tensionLowers moraleCauses more & continued conflictsCauses inappropriate behaviorIncreases absenteeism

Conflict is constructive when:Opens up issues of importance resulting in issue clarificationHelps build cohesiveness as people learn more about each otherCauses reassessment by allowing for examination of procedures or actionsIncreases individual involvement

WHAT IS CONFLICT MANAGEMENT??is defined as the opportunity to improve situations and strengthen relationships

Conflict resolution techniques imply that conflicts can be resolved--finished, completed, overcome, or permanently settled through these techniques.

5 ways to manage conflictAvoidanceCompetition (A)Accommodation (B)Compromise (C)Collaboration (D)

Lose lose conflictManagement by avoidance or accommodation

Win lose conflictManagement by competition & compromise

Win Win conflictManagement by collaborationWays of managing conflict

Conflict ContinuumI win, you lose (competitionA)

I lose or give in (accommodateB)

We both get something (compromiseC)

We both win(collaborateD)

*What do people do?Five basic ways of addressing conflict were identified by Thomas and Kilman in 1976:

AvoidanceCollaborationCompromiseCompetitionAccommodation

ALWAYS CONSIDER WHETHER THE SITUATION INVOLVES SAFETY RELATED ISSUES AND MODERATE YOUR RESPONSE ACCORDINGLY

*AvoidanceWhat does it look like?Avoid or postpone conflict by;Ignoring it Respecting that everyone has different opinionsNot rising to it Asking to talk about it later, when its less busy (for example)

When to use it?For minor non-recurring conflicts

Potential outcomesIgnoring negative verbal behaviours can diffuse situationsMay exacerbate situations

ConsiderIs a conversation required?is this actually a pattern involving the same individuals?If this is a pattern - do you need support?

*CollaborationWhat does it look like?Working together to find a mutually beneficial solution

When to use it?As part of problem solvingIn meetings or 1:1

Potential outcomesWin-win solutions to conflict or disagreement

ConsiderHow much time you have available and how well you know those you are speaking withHow to use your questioning skills to capture everyones requirementsHow to gain agreement before continuing

*CompromiseWhat does it look like?Finding a middle ground in which each party is partially satisfied

When to use it?As part of problem solvingWhen the time to collaborate effectively is not availableWhen the situation is less complex

Potential outcomesThe key requirements or expectations of those involved may be resolved

ConsiderWill those involved be satisfied with a partial solutionHow to use your questioning skills to capture requirementsHow to gain agreement before continuing

*CompetitionWhat does it look like?Asserting your viewpoint at the potential expense of those involved

When to use it?Rarely

Potential outcomesYou may appear aggressive or arrogantPoor working relationship

ConsiderWhy would your viewpoint be any more correct or relevant than anyone elses?What you could ask those involved in order to understand the situation better?How do you react when someone overrides your opinion?

NoteIt is almost always best to ask questions and get an understanding ofcontext before offering an opinion

*AccommodationWhat does it look like?Surrender your own needs and wishes to accommodate the other party

When to use it?If this will achieve the best outcome

Potential outcomesA short term solution that you can live withIf you are the one accommodating, then over time, you might resent working in this way

ConsiderWhy would your viewpoint be any less correct or relevant than anyone elses?What the circumstance isDo you need to build a working relationship?Are you choosing to do this because of hierarchy?What you could ask those involved in order to understand the situation better?

Three methods of resolving situations that have reached the stage of open conflict are

NEGOTIATION

MEDIATION

ARBITRATION

Negotiation: This is the process where mandated representatives of groups in a conflict situation meet together in order to resolve their differences and to reach agreement. It is a deliberate process, conducted by representatives of groups, designed to reconcile differences and to reach agreements by consensus. The outcome is often dependent on the power relationship between the groups. Negotiations often involve compromise - one group may win one of their demands and give in on another. In workplaces Unions and management representative usually follow negotiations to solve conflicts. Political and community groups also often use this method.

Mediation: When negotiations fail or get stuck, parties often call in and independent mediator. This person or group will try to facilitate settlement of the conflict. The mediator plays an active part in the process, advises both or all groups, acts as intermediary and suggests possible solutions. In contrast to arbitration (see below) mediators act only in an advisory capacity - they have no decision-making powers and cannot impose a settlement on the conflicting parties. Skilled mediators are able to gain trust and confidence from the conflicting groups or individuals.

Arbitration: Means the appointment of an independent person to act as an judge in a dispute, to decide on the terms of a settlement. Both parties in a conflict have to agree about who the arbitrator should be, and that the decision of the arbitrator will be binding on them all. Arbitration differs from mediation and negotiation in that it does not promote the continuation of collective bargaining. The arbitrator listens to and investigates the demands and counter-demands and takes over the role of decision-maker. People or organisations can agree on having either a single arbitrator or a panel of arbitrators whom they respect and whose decision they will accept as final, in order to resolve the conflict.

Avoidance Is Appropriate When... You have no chance of satisfying your concerns let people cool down Accommodation Is Appropriate When ... You realize you are wrong Issue is much more important to other party To build up credit for later negotiations To preserve harmony Competition Is Appropriate When... No long term relationship To protect yourself against untrustworthy parties Unpopular courses of action need implementation Issues are vital to your welfare

Collaboration Is Appropriate When ... Both parties concerns are too important to be compromised To gain commitment Time is not an issue Compromising Is Appropriate When ... Goals are less important to you than collaboration Mutually exclusive goals To achieve temporary settlements Under intense time pressure

Tips for Managing Workplace Conflict

Build good relationships before conflict occursDo not let small problems escalate; deal with them as they ariseRespect differencesListen to others perspectives on the conflict situationAcknowledge feelings before focussing on factsFocus on solving problems, not changing peopleIf you cant resolve the problem, turn to someone who can helpRemember to adapt your style to the situation and persons involved

Frustration and ConflictFrustrationis a commonemotionalresponse to opposition. Related toangerand disappointment, it arises from the perceived resistance to the fulfillment of individualwill. The greater the obstruction, and the greater the will, the more the frustration is likely to be. Frustration is to get worried about something to get upset about something.

It arises when one's motivation to achieve a desired goal is blocked. For example, an employee wants to finish a report before the end of the day but finds that something or the others keep interrupting him at work. This can lead to his frustration.

Types of Reactions to FrustrationWithdrawal: Behaviours such as asking for a transfer or quitting a job.Fixation: An employee blames others and superiors for his problems, without knowing complete facts.Aggression: Acting in a threatening manner.Regression: Behaving in an immature and childish manner and may self-pity (to feel sorry for oneself).Physical Disorder: Physical ailments such as fever, upset stomach, vomiting, etc.Apathy: Becoming irresponsive and disinterested in the job and his co-workers.

Sources or Causes of Frustration at workplaceCauses of frustration may be internal or external. In people, internal frustration may arise from challenges in fulfillingpersonalgoalsanddesires, instinctual drives and needs, or dealing with perceiveddeficiencies, such as a lack ofconfidenceorfearof social situations.Conflictcan also be an internal source of frustration; when one has competing goals that interfere with one another, it can createcognitive dissonance. External causes of frustration involve conditions outside an individual, such as a blocked road or a difficult task.

Symptoms

In positive cases, this frustration will build until a level that is too great for the individual to contend with, and thus produce action directed at solving the inherent problem. In negative cases, however, the individual may perceive the source of frustration to be outside of their control, and thus the frustration will continue to build, leading eventually to further problematic behavior (e.g. violent reaction).Stubborn refusal to respond to new conditions affecting the goal, such as removal or modification of the barrier, sometimes occurs

Management1. Take a time out.Take a pause or step away from any challenges. It gives you an opportunity to clear your head, let fresh ideas in, and re-evaluate the situation before trying again.2. Talk to someone who is familiar with your situation.Reach out to others who have gone through similar circumstances. These are the people who can genuinely relate and understand what youre going through, and are the perfect outlet to let off some steam. 3. Give yourself 24-hours to be bad.Give yourself a freebie day to indulge on the simpler things in life that you may not always allow yourself to enjoy. Whats a perfect bad day? For me, it looks something like this: Stay in pajamas all day, eat a lot of frozen yogurt (with sprinkles on top) without guilt, watch bad reality TV, sleep in, or play hooky.

4. Do a productive and healthy task that distracts you.Watch a comedy at the movie theater to get you laughing for a couple of hours. Hit the gym or a yoga class .Go for a walk and take in some fresh air and appreciate nature. Attend to a personal hobby Do something, anything that keeps your mind off the frustration before returning to it with a brand new attitude!5. Feng shui your environment.In essence, the principle offeng shuiis about harnessing positive energy from your environment to promote a healthier and happier self. When you are feeling frustrated, you expend negative energy in your surroundings, leaving your space stagnant and dull. Consider some of these feng shui fixes: declutter and organize your space, create a pile of giveaways, bring in fresh flowers and plants, light a candle, or perform space clearing rituals.

6. Talk to someone who is NOT familiar with your situation.They may not completely relate to what youre going through, but they are often the best person to lend an empathetic and non-judgmental ear. They can help boost your confidence and even give fresh ideas that you have not yet considered.7. Take stock of the goodies in your life.One of the best ways to regain your optimism is to take an inventory of all the blessings you already have. It will help you recognize that whatever challenge, issue, or frustration youre experiencing is merely a tiny bump on the road.

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