CONFLICT

• WHAT IS CONFLICT?• OUTCOMES OF CONFLICT?• CAUSES OF CONFLICT • PEOPLE DON’T GET ALONG BECAUSE THEY

FEAR EACH OTHER.• PEOPLE FEAR EACH OTHER BECAUSE

THEY DON’T KNOW EACH OTHER.• THEY DON’T KNOW EACH OTHER BECAUSE

THEY HAVE NOT PROPERLY COMMUNICATED WITH EACH OTHER

• COMMON RESPONSES TO CONFLICT• STAGES OF CONFLICT• DANGERS OF UNRESOLVED CONFLICT

• CONFLICT MANAGEMENT STYLES? –• WIN - LOSE, - Eg – I win You lose – Australian Cricket Team – Ruthless –

Competing• Results - Uncooperative, aggressive, power, imposing - response is

antagonism, hostility• When to use – Use during emergencies, best option available, safety

issues, assertive not aggressive

• LOSE - LOSE, - we both lose – Suicide Attacks – Losers – Avoiding• Results – Let sleeping dogs lie, brush it under carpet, Emu syndrome,

sidestepping,• When to use – Time, ‘cool off apporach’, when it is not your responsibility

• LOSE – WIN – I lose, you win – submissive, accommodating – Car park – Accomodating

• Results – high relationship, putting parties wishes before yours, agree to disagree, done without conviction

• When to use – Relationship building, hope is minimal

• WIN – WIN – Leadership essential – focus is on togetherness – Collobrating• Results – satisfies both, understand each other better, work to a

solution(emissions)• When to use – Both Relationship and Issue are important, both are

committed to solution minimal

• CONFLICT MANAGEMENT STYLES? –• WIN - LOSE, - Eg – I win You lose – Australian Cricket Team – Ruthless –

Competing• Results - Uncooperative, aggressive, power, imposing - response is

antagonism, hostility• When to use – Use during emergencies, best option available, safety

issues, assertive not aggressive

• LOSE - LOSE, - we both lose – Suicide Attacks – Losers – Avoiding• Results – Let sleeping dogs lie, brush it under carpet, Emu syndrome,

sidestepping,• When to use – Time, ‘cool off apporach’, when it is not your responsibility

• LOSE – WIN – I lose, you win – submissive, accommodating – Car park – Accomodating

• Results – high relationship, putting parties wishes before yours, agree to disagree, done without conviction

• When to use – Relationship building, hope is minimal

• WIN – WIN – Leadership essential – focus is on togetherness – Collobrating• Results – satisfies both, understand each other better, work to a

solution(emissions)• When to use – Both Relationship and Issue are important, both are

committed to solution minimal

• COMPROMISING – 50 – 50

• STEPS TO RESOLVE CONFLICT• Open the discussion – schedule time, set the scene,

parameters – FRAMING STATEMENT, ASSERTIVENESS

• Give information – I message – Non emotional, Neutral/Objective

• Gather Good Information – Empathy, Active Listening – Two ears, one mouth, clarify, paraphrase

• Problem Solve – a) Summarise• b) Search for mutually acceptable platforms –

Brainstorm, Currencies (what is cheap for you to give and is valuable for others to receive), Chunk down the problem, Chunk Up (Objective), What if, look for options?

• c) Evaluate possible solutions• d) Decide together

KEEP COOL – take breaks as needed

• OUTCOMES

• Both satisfied

• Both can work together better now

• Able to manage conflicts easier now

• Appreciate and understand each other better now

• Mediation –

• GROUP DYNAMICS – What is it? – TASK ORIENTED• HOW DOES IT WORK?

• COMMUNICATION – methods, barriers to, open, respectful, honest, readily communicate, communicated totally and readily

• DECISION MAKING – consensus, democratic, autocratic,

• TRUST – how does it develop – Fear, knowledge, identification, value of team member & respect, friendly to each other

• CLIMATE AND ATMOSPHERE – friendliness, cohesiveness, helpful to each other, personal rapport, focus on WIN WININFORMAL AND FORMAL LEADERS – task vs people

• GROUP COHESIVENESS – members needs, do they satisfy group needs as well, responsibility of group, Pitfall of ‘group think’

• LOAFING – procrastinating, time wasting – 3 C’s – Collaborate (specific tasks for members), Content (guidelines), Choice (ownership, commitment)

• PARTICIPATION – group goals & objectives, group camaraderie,

• POWER AND INFLUENCE ( Divide & Rule)

• WHAT INFLUENCES GROUP DYNAMICS

Personalities & skills• Environment and climate of group• Task or job being undertaken• Groups motivation and commitment• Leader