conflict management
TRANSCRIPT
CONFLICT MANAGEMENTCSH Pharma Group
What is Conflict
A disagreement between people that may bethe result of different
ndash Ideasndash Perspectivesndash Prioritiesndash Preferencesndash Beliefsndash Valuesndash Goalsndash Organizational structures
Organizational ConflictOrganizational Conflict
Organizational Conflict
bull The discord that arises when goals interests or values of different individuals or groups are incompatible and those people block or thwart each otherrsquos efforts to achieve their objectives
bull Conflict is inevitable given the wide range of goals for the different stakeholder in the organization
- Lack of conflict signals that management Lack of conflict signals that management emphasizes conformity and stifles emphasizes conformity and stifles innovationinnovation
- Conflict is good for organizational Conflict is good for organizational performance performance although excessive conflict causes although excessive conflict causes managers to managers to spend too much time achieving their own spend too much time achieving their own endsends
Conflict Can cause organizational distress
bull Low morale
bull Complaints and bickering
bull Minimum creativity
bull Lack of team spirit
bull Absenteeism and turnover
The Effect of Conflict on Organization Performance
Sources of Conflict
Sources of Conflict
bull Ambiguous jurisdictionsldquoI donrsquot know who has the sign off on that issuerdquo
bull Conflict of interestldquoDoesnrsquot she belong to the College toordquo
bull Communication barriersldquoThey never return phone callsrdquo
bull Unresolved prior conflictsldquoWe always have a problem with the Feds about the final reportrdquo
bull Over dependency of one partyldquoWe will have to wait until the Budget is announcedrdquo
Misconceptions about Conflict
bull Harmony is ldquonormalrdquo
bull Conflict is ldquoabnormalrdquo
bull Conflicts and disagreements are the same
bull Conflict is the result of ldquopersonality problemsrdquo
bull Conflict and anger are the same
Types of ConflictTypes of Conflict
bull Interpersonal Conflictndash Conflict between individuals due to differences in their goals
or values
ndash Intragroup Conflictbull Conflict within a group or team
ndash Intergroup Conflictbull Conflict between two or more teams or groupsbull Managers play a key role in resolution of this conflict
ndash Interorganizational Conflictbull Conflict that arises across organizations
Understanding Conflict
bull Stage
bull Frustration
bull Conceptualization
bull Behavior
bull Outcome
bull Individual Thought or Action
bull Blocked from satisfying goals
bull Determine the problem
bull1048708 Behavior is based on beliefs
bull The conflict is resolved in one of three ways - winlose - loselose - winwin
Conflict Management
Constructive Conflict
bull1048708 Growth occurs
bull1048708 Problems are resolved
bull1048708 Unifies a group
bull1048708 Enhances productivity
bull1048708 Increases commitment
Destructive Conflict
bull1048708 Leads to negativism
bull1048708 Diminished resolutions
bull1048708 Group division
bull1048708 Decreases productivity
bull1048708 Lessens satisfaction
Conflict is destructive when it
bull Takes attention from important activities
bull Undermines morale or self-esteem
bull Polarizes people and groups
bull Jeopardizes teamwork
bull Leads to negative behavior
bull Creates stress
Conflict is constructive when it
bull Identifies and clarifies important issues
bull Solves problems
bull Results in ldquosomething for everyonerdquo
bull Causes authentic communication
bull Leads to sharing information
bull Encourages cooperation
bull Buildsstrengthens interpersonal skills
Conflict Manifestation
bullPhase Onendash Frustration
bull Phase Twondash Conceptualization of cause
bull Phase Threendash Behavior directed at cause
bull Phase Fourndash Outcome as a result of the behavior
Defensive Copingbull Assumes that the problem is caused by the other person
bull Develops a private diagnosis and solution
bull Tries to get other person to change by using
bull logic indirect influence or critique
bull If other person resists that confirms 1
bull Responds to resistance through intensifying pressure protecting or rejecting the other person
bull If efforts are unsuccessful itrsquos the other personrsquos fault
Going Beyond Defensive Coping
bull Begin with communication
bull Focus on active listening techniques
bull Separate the problem from the person
bull Use ldquoIrdquo statements
Conflict Resolution
Phases of Conflict Management
bull Collect data know the cause and remain objective
bull Probe ask open-ended questions and listen actively
bull Save face work toward a winwin result
bull Common interests redefine the conflict
bull Reinforce give support to common ideas
bull Negotiate suggest partial solutions or compromises
bull Solidify adjustments review agreementsresolutions
How Do You Cope With Conflict
Five strategies exist for coping with conflict
bull Avoidance
bull Competition
bull Accommodation
bull Compromise
bull Collaboration
Five Modes for Handling Conflict
bull Avoidance steering clear of and denying the existence of the conflict and disagreement
bull Accommodate letting the other person decide totally what the resolve is to be
bull Compete aggressively pursuing ways to win from my own perspective
bull Compromise looking after both parties interests
bull Collaborate assertively looking after my interests but equally concerned with the interests of the other person
Coping With Conflict
Avoidance
Most preferred strategy during initial stages
bull Individuals fail to address the conflict -Nothing to lose -Lack of time -Inappropriate time or place -Individuals are angry -Emotional involvement
bull Postponing a resolution hinders group progress
Competition
A power-oriented strategy
bull One party pursues hisher own concerns- Results in one winner and one loser- Usually based on limited resources-The resolution decreases cooperation within the group
bull Competition should be based on whether winning the conflict is beneficial to individuals or the group
Accommodation
A strategy for resolving immediate needs
bull Contains an element of self-sacrifice - The issue is more important to the other party - You discover that you were wrong - Preserving harmony is important
bull Accommodation emphasizes common interests and deemphasizes differences in the group
Compromise
A strategy for finding an expedient solution
bull Resolution is mutually acceptable for all parties - A temporary settlement for complex issues - Group goals outweigh assertive strategies - Individuals of equal status are equally committed
bull Compromise works towards partially satisfying both parties but each party must honor the resolution for continued satisfaction
Collaboration
A strategy that fully satisfies both parties
bull Encourages teamwork and cooperation - There must be a high level of trust - A need to gain commitment from others - A need to work through hard feelings
bull The best decisions are made with collaboration giventhe presence of trust respect and communicationamong group members
Three Assumptions in Disagreement
bull Lose-Lose everyone loses when people try to work out their disagreements
bull Win-Lose someone wins and someone loses the best that can be hoped for in disagreements
bull Win-Win everyone can win
High
Low
High
You
Others
LoseLose
Win WinWin Lose
Lose Win
Outcome of Conflict
AS
SE
RT
IVE
NE
SS
COOPERATIVENESS
Compete Collaborate
Avoid Accommodate
Compromise
Low
High
High
Modes of Handling Conflict
Dysfunctional Consequences
bullWhen it keeps people from getting work done
bull When it threatens the relationship destroys confidence and trust
bull When it becomes personal feelings are hurt
bull When it dictates conformity people are forced to a decision
Functional Consequences
bull When it increases the involvement of people
bull When it leads to growth
bull When relationships are clearly defined
bull When it provides an outlet for stress anxiety frustration anger
bull When it leads to cohesion within the group
Wilsonrsquos Method of Conflict Management
1 Evaluate interpersonally know and understand the conflict
2 Define interpersonally share feelings and perceptions publicly
3 Identify shared goals this may mean developing some ideas about both parties would like to have as a result
4 Generate possible resolutions develop a list of all possible ways the differences can be resolved
5 Weigh the resolutions against the goals find out how well each of the possible resolutions satisfy or meet the goal or goals generated in step 3
6 Select best solution identify which among the alternatives is the best most satisfying and agreeable one
7 Evaluate resolution when the resolution has been put into place or acted upon ascertain whether it had its intended effect
Conclusion Conflict Management
bull Individual worth and integrity remain intact or are preserved
bull Unreal assumptions are filtered out and replaced with reality centered and agreed upon ones
bull Goal setting becomes realistic and futuristic
bull Action steps for what was decided are clearlyoutlined and agreed upon
Hints for Conflict management
bull Focus on positive outcomes
bull One issue at a time
bull Review previous issues
bull Choose correct timing
bull Avoid inclusive words
bull Agree to disagree
bull Donrsquot insist on being right
THANK YOU
- CONFLICT MANAGEMENT
-
What is Conflict
A disagreement between people that may bethe result of different
ndash Ideasndash Perspectivesndash Prioritiesndash Preferencesndash Beliefsndash Valuesndash Goalsndash Organizational structures
Organizational ConflictOrganizational Conflict
Organizational Conflict
bull The discord that arises when goals interests or values of different individuals or groups are incompatible and those people block or thwart each otherrsquos efforts to achieve their objectives
bull Conflict is inevitable given the wide range of goals for the different stakeholder in the organization
- Lack of conflict signals that management Lack of conflict signals that management emphasizes conformity and stifles emphasizes conformity and stifles innovationinnovation
- Conflict is good for organizational Conflict is good for organizational performance performance although excessive conflict causes although excessive conflict causes managers to managers to spend too much time achieving their own spend too much time achieving their own endsends
Conflict Can cause organizational distress
bull Low morale
bull Complaints and bickering
bull Minimum creativity
bull Lack of team spirit
bull Absenteeism and turnover
The Effect of Conflict on Organization Performance
Sources of Conflict
Sources of Conflict
bull Ambiguous jurisdictionsldquoI donrsquot know who has the sign off on that issuerdquo
bull Conflict of interestldquoDoesnrsquot she belong to the College toordquo
bull Communication barriersldquoThey never return phone callsrdquo
bull Unresolved prior conflictsldquoWe always have a problem with the Feds about the final reportrdquo
bull Over dependency of one partyldquoWe will have to wait until the Budget is announcedrdquo
Misconceptions about Conflict
bull Harmony is ldquonormalrdquo
bull Conflict is ldquoabnormalrdquo
bull Conflicts and disagreements are the same
bull Conflict is the result of ldquopersonality problemsrdquo
bull Conflict and anger are the same
Types of ConflictTypes of Conflict
bull Interpersonal Conflictndash Conflict between individuals due to differences in their goals
or values
ndash Intragroup Conflictbull Conflict within a group or team
ndash Intergroup Conflictbull Conflict between two or more teams or groupsbull Managers play a key role in resolution of this conflict
ndash Interorganizational Conflictbull Conflict that arises across organizations
Understanding Conflict
bull Stage
bull Frustration
bull Conceptualization
bull Behavior
bull Outcome
bull Individual Thought or Action
bull Blocked from satisfying goals
bull Determine the problem
bull1048708 Behavior is based on beliefs
bull The conflict is resolved in one of three ways - winlose - loselose - winwin
Conflict Management
Constructive Conflict
bull1048708 Growth occurs
bull1048708 Problems are resolved
bull1048708 Unifies a group
bull1048708 Enhances productivity
bull1048708 Increases commitment
Destructive Conflict
bull1048708 Leads to negativism
bull1048708 Diminished resolutions
bull1048708 Group division
bull1048708 Decreases productivity
bull1048708 Lessens satisfaction
Conflict is destructive when it
bull Takes attention from important activities
bull Undermines morale or self-esteem
bull Polarizes people and groups
bull Jeopardizes teamwork
bull Leads to negative behavior
bull Creates stress
Conflict is constructive when it
bull Identifies and clarifies important issues
bull Solves problems
bull Results in ldquosomething for everyonerdquo
bull Causes authentic communication
bull Leads to sharing information
bull Encourages cooperation
bull Buildsstrengthens interpersonal skills
Conflict Manifestation
bullPhase Onendash Frustration
bull Phase Twondash Conceptualization of cause
bull Phase Threendash Behavior directed at cause
bull Phase Fourndash Outcome as a result of the behavior
Defensive Copingbull Assumes that the problem is caused by the other person
bull Develops a private diagnosis and solution
bull Tries to get other person to change by using
bull logic indirect influence or critique
bull If other person resists that confirms 1
bull Responds to resistance through intensifying pressure protecting or rejecting the other person
bull If efforts are unsuccessful itrsquos the other personrsquos fault
Going Beyond Defensive Coping
bull Begin with communication
bull Focus on active listening techniques
bull Separate the problem from the person
bull Use ldquoIrdquo statements
Conflict Resolution
Phases of Conflict Management
bull Collect data know the cause and remain objective
bull Probe ask open-ended questions and listen actively
bull Save face work toward a winwin result
bull Common interests redefine the conflict
bull Reinforce give support to common ideas
bull Negotiate suggest partial solutions or compromises
bull Solidify adjustments review agreementsresolutions
How Do You Cope With Conflict
Five strategies exist for coping with conflict
bull Avoidance
bull Competition
bull Accommodation
bull Compromise
bull Collaboration
Five Modes for Handling Conflict
bull Avoidance steering clear of and denying the existence of the conflict and disagreement
bull Accommodate letting the other person decide totally what the resolve is to be
bull Compete aggressively pursuing ways to win from my own perspective
bull Compromise looking after both parties interests
bull Collaborate assertively looking after my interests but equally concerned with the interests of the other person
Coping With Conflict
Avoidance
Most preferred strategy during initial stages
bull Individuals fail to address the conflict -Nothing to lose -Lack of time -Inappropriate time or place -Individuals are angry -Emotional involvement
bull Postponing a resolution hinders group progress
Competition
A power-oriented strategy
bull One party pursues hisher own concerns- Results in one winner and one loser- Usually based on limited resources-The resolution decreases cooperation within the group
bull Competition should be based on whether winning the conflict is beneficial to individuals or the group
Accommodation
A strategy for resolving immediate needs
bull Contains an element of self-sacrifice - The issue is more important to the other party - You discover that you were wrong - Preserving harmony is important
bull Accommodation emphasizes common interests and deemphasizes differences in the group
Compromise
A strategy for finding an expedient solution
bull Resolution is mutually acceptable for all parties - A temporary settlement for complex issues - Group goals outweigh assertive strategies - Individuals of equal status are equally committed
bull Compromise works towards partially satisfying both parties but each party must honor the resolution for continued satisfaction
Collaboration
A strategy that fully satisfies both parties
bull Encourages teamwork and cooperation - There must be a high level of trust - A need to gain commitment from others - A need to work through hard feelings
bull The best decisions are made with collaboration giventhe presence of trust respect and communicationamong group members
Three Assumptions in Disagreement
bull Lose-Lose everyone loses when people try to work out their disagreements
bull Win-Lose someone wins and someone loses the best that can be hoped for in disagreements
bull Win-Win everyone can win
High
Low
High
You
Others
LoseLose
Win WinWin Lose
Lose Win
Outcome of Conflict
AS
SE
RT
IVE
NE
SS
COOPERATIVENESS
Compete Collaborate
Avoid Accommodate
Compromise
Low
High
High
Modes of Handling Conflict
Dysfunctional Consequences
bullWhen it keeps people from getting work done
bull When it threatens the relationship destroys confidence and trust
bull When it becomes personal feelings are hurt
bull When it dictates conformity people are forced to a decision
Functional Consequences
bull When it increases the involvement of people
bull When it leads to growth
bull When relationships are clearly defined
bull When it provides an outlet for stress anxiety frustration anger
bull When it leads to cohesion within the group
Wilsonrsquos Method of Conflict Management
1 Evaluate interpersonally know and understand the conflict
2 Define interpersonally share feelings and perceptions publicly
3 Identify shared goals this may mean developing some ideas about both parties would like to have as a result
4 Generate possible resolutions develop a list of all possible ways the differences can be resolved
5 Weigh the resolutions against the goals find out how well each of the possible resolutions satisfy or meet the goal or goals generated in step 3
6 Select best solution identify which among the alternatives is the best most satisfying and agreeable one
7 Evaluate resolution when the resolution has been put into place or acted upon ascertain whether it had its intended effect
Conclusion Conflict Management
bull Individual worth and integrity remain intact or are preserved
bull Unreal assumptions are filtered out and replaced with reality centered and agreed upon ones
bull Goal setting becomes realistic and futuristic
bull Action steps for what was decided are clearlyoutlined and agreed upon
Hints for Conflict management
bull Focus on positive outcomes
bull One issue at a time
bull Review previous issues
bull Choose correct timing
bull Avoid inclusive words
bull Agree to disagree
bull Donrsquot insist on being right
THANK YOU
- CONFLICT MANAGEMENT
-
Organizational ConflictOrganizational Conflict
Organizational Conflict
bull The discord that arises when goals interests or values of different individuals or groups are incompatible and those people block or thwart each otherrsquos efforts to achieve their objectives
bull Conflict is inevitable given the wide range of goals for the different stakeholder in the organization
- Lack of conflict signals that management Lack of conflict signals that management emphasizes conformity and stifles emphasizes conformity and stifles innovationinnovation
- Conflict is good for organizational Conflict is good for organizational performance performance although excessive conflict causes although excessive conflict causes managers to managers to spend too much time achieving their own spend too much time achieving their own endsends
Conflict Can cause organizational distress
bull Low morale
bull Complaints and bickering
bull Minimum creativity
bull Lack of team spirit
bull Absenteeism and turnover
The Effect of Conflict on Organization Performance
Sources of Conflict
Sources of Conflict
bull Ambiguous jurisdictionsldquoI donrsquot know who has the sign off on that issuerdquo
bull Conflict of interestldquoDoesnrsquot she belong to the College toordquo
bull Communication barriersldquoThey never return phone callsrdquo
bull Unresolved prior conflictsldquoWe always have a problem with the Feds about the final reportrdquo
bull Over dependency of one partyldquoWe will have to wait until the Budget is announcedrdquo
Misconceptions about Conflict
bull Harmony is ldquonormalrdquo
bull Conflict is ldquoabnormalrdquo
bull Conflicts and disagreements are the same
bull Conflict is the result of ldquopersonality problemsrdquo
bull Conflict and anger are the same
Types of ConflictTypes of Conflict
bull Interpersonal Conflictndash Conflict between individuals due to differences in their goals
or values
ndash Intragroup Conflictbull Conflict within a group or team
ndash Intergroup Conflictbull Conflict between two or more teams or groupsbull Managers play a key role in resolution of this conflict
ndash Interorganizational Conflictbull Conflict that arises across organizations
Understanding Conflict
bull Stage
bull Frustration
bull Conceptualization
bull Behavior
bull Outcome
bull Individual Thought or Action
bull Blocked from satisfying goals
bull Determine the problem
bull1048708 Behavior is based on beliefs
bull The conflict is resolved in one of three ways - winlose - loselose - winwin
Conflict Management
Constructive Conflict
bull1048708 Growth occurs
bull1048708 Problems are resolved
bull1048708 Unifies a group
bull1048708 Enhances productivity
bull1048708 Increases commitment
Destructive Conflict
bull1048708 Leads to negativism
bull1048708 Diminished resolutions
bull1048708 Group division
bull1048708 Decreases productivity
bull1048708 Lessens satisfaction
Conflict is destructive when it
bull Takes attention from important activities
bull Undermines morale or self-esteem
bull Polarizes people and groups
bull Jeopardizes teamwork
bull Leads to negative behavior
bull Creates stress
Conflict is constructive when it
bull Identifies and clarifies important issues
bull Solves problems
bull Results in ldquosomething for everyonerdquo
bull Causes authentic communication
bull Leads to sharing information
bull Encourages cooperation
bull Buildsstrengthens interpersonal skills
Conflict Manifestation
bullPhase Onendash Frustration
bull Phase Twondash Conceptualization of cause
bull Phase Threendash Behavior directed at cause
bull Phase Fourndash Outcome as a result of the behavior
Defensive Copingbull Assumes that the problem is caused by the other person
bull Develops a private diagnosis and solution
bull Tries to get other person to change by using
bull logic indirect influence or critique
bull If other person resists that confirms 1
bull Responds to resistance through intensifying pressure protecting or rejecting the other person
bull If efforts are unsuccessful itrsquos the other personrsquos fault
Going Beyond Defensive Coping
bull Begin with communication
bull Focus on active listening techniques
bull Separate the problem from the person
bull Use ldquoIrdquo statements
Conflict Resolution
Phases of Conflict Management
bull Collect data know the cause and remain objective
bull Probe ask open-ended questions and listen actively
bull Save face work toward a winwin result
bull Common interests redefine the conflict
bull Reinforce give support to common ideas
bull Negotiate suggest partial solutions or compromises
bull Solidify adjustments review agreementsresolutions
How Do You Cope With Conflict
Five strategies exist for coping with conflict
bull Avoidance
bull Competition
bull Accommodation
bull Compromise
bull Collaboration
Five Modes for Handling Conflict
bull Avoidance steering clear of and denying the existence of the conflict and disagreement
bull Accommodate letting the other person decide totally what the resolve is to be
bull Compete aggressively pursuing ways to win from my own perspective
bull Compromise looking after both parties interests
bull Collaborate assertively looking after my interests but equally concerned with the interests of the other person
Coping With Conflict
Avoidance
Most preferred strategy during initial stages
bull Individuals fail to address the conflict -Nothing to lose -Lack of time -Inappropriate time or place -Individuals are angry -Emotional involvement
bull Postponing a resolution hinders group progress
Competition
A power-oriented strategy
bull One party pursues hisher own concerns- Results in one winner and one loser- Usually based on limited resources-The resolution decreases cooperation within the group
bull Competition should be based on whether winning the conflict is beneficial to individuals or the group
Accommodation
A strategy for resolving immediate needs
bull Contains an element of self-sacrifice - The issue is more important to the other party - You discover that you were wrong - Preserving harmony is important
bull Accommodation emphasizes common interests and deemphasizes differences in the group
Compromise
A strategy for finding an expedient solution
bull Resolution is mutually acceptable for all parties - A temporary settlement for complex issues - Group goals outweigh assertive strategies - Individuals of equal status are equally committed
bull Compromise works towards partially satisfying both parties but each party must honor the resolution for continued satisfaction
Collaboration
A strategy that fully satisfies both parties
bull Encourages teamwork and cooperation - There must be a high level of trust - A need to gain commitment from others - A need to work through hard feelings
bull The best decisions are made with collaboration giventhe presence of trust respect and communicationamong group members
Three Assumptions in Disagreement
bull Lose-Lose everyone loses when people try to work out their disagreements
bull Win-Lose someone wins and someone loses the best that can be hoped for in disagreements
bull Win-Win everyone can win
High
Low
High
You
Others
LoseLose
Win WinWin Lose
Lose Win
Outcome of Conflict
AS
SE
RT
IVE
NE
SS
COOPERATIVENESS
Compete Collaborate
Avoid Accommodate
Compromise
Low
High
High
Modes of Handling Conflict
Dysfunctional Consequences
bullWhen it keeps people from getting work done
bull When it threatens the relationship destroys confidence and trust
bull When it becomes personal feelings are hurt
bull When it dictates conformity people are forced to a decision
Functional Consequences
bull When it increases the involvement of people
bull When it leads to growth
bull When relationships are clearly defined
bull When it provides an outlet for stress anxiety frustration anger
bull When it leads to cohesion within the group
Wilsonrsquos Method of Conflict Management
1 Evaluate interpersonally know and understand the conflict
2 Define interpersonally share feelings and perceptions publicly
3 Identify shared goals this may mean developing some ideas about both parties would like to have as a result
4 Generate possible resolutions develop a list of all possible ways the differences can be resolved
5 Weigh the resolutions against the goals find out how well each of the possible resolutions satisfy or meet the goal or goals generated in step 3
6 Select best solution identify which among the alternatives is the best most satisfying and agreeable one
7 Evaluate resolution when the resolution has been put into place or acted upon ascertain whether it had its intended effect
Conclusion Conflict Management
bull Individual worth and integrity remain intact or are preserved
bull Unreal assumptions are filtered out and replaced with reality centered and agreed upon ones
bull Goal setting becomes realistic and futuristic
bull Action steps for what was decided are clearlyoutlined and agreed upon
Hints for Conflict management
bull Focus on positive outcomes
bull One issue at a time
bull Review previous issues
bull Choose correct timing
bull Avoid inclusive words
bull Agree to disagree
bull Donrsquot insist on being right
THANK YOU
- CONFLICT MANAGEMENT
-
Conflict Can cause organizational distress
bull Low morale
bull Complaints and bickering
bull Minimum creativity
bull Lack of team spirit
bull Absenteeism and turnover
The Effect of Conflict on Organization Performance
Sources of Conflict
Sources of Conflict
bull Ambiguous jurisdictionsldquoI donrsquot know who has the sign off on that issuerdquo
bull Conflict of interestldquoDoesnrsquot she belong to the College toordquo
bull Communication barriersldquoThey never return phone callsrdquo
bull Unresolved prior conflictsldquoWe always have a problem with the Feds about the final reportrdquo
bull Over dependency of one partyldquoWe will have to wait until the Budget is announcedrdquo
Misconceptions about Conflict
bull Harmony is ldquonormalrdquo
bull Conflict is ldquoabnormalrdquo
bull Conflicts and disagreements are the same
bull Conflict is the result of ldquopersonality problemsrdquo
bull Conflict and anger are the same
Types of ConflictTypes of Conflict
bull Interpersonal Conflictndash Conflict between individuals due to differences in their goals
or values
ndash Intragroup Conflictbull Conflict within a group or team
ndash Intergroup Conflictbull Conflict between two or more teams or groupsbull Managers play a key role in resolution of this conflict
ndash Interorganizational Conflictbull Conflict that arises across organizations
Understanding Conflict
bull Stage
bull Frustration
bull Conceptualization
bull Behavior
bull Outcome
bull Individual Thought or Action
bull Blocked from satisfying goals
bull Determine the problem
bull1048708 Behavior is based on beliefs
bull The conflict is resolved in one of three ways - winlose - loselose - winwin
Conflict Management
Constructive Conflict
bull1048708 Growth occurs
bull1048708 Problems are resolved
bull1048708 Unifies a group
bull1048708 Enhances productivity
bull1048708 Increases commitment
Destructive Conflict
bull1048708 Leads to negativism
bull1048708 Diminished resolutions
bull1048708 Group division
bull1048708 Decreases productivity
bull1048708 Lessens satisfaction
Conflict is destructive when it
bull Takes attention from important activities
bull Undermines morale or self-esteem
bull Polarizes people and groups
bull Jeopardizes teamwork
bull Leads to negative behavior
bull Creates stress
Conflict is constructive when it
bull Identifies and clarifies important issues
bull Solves problems
bull Results in ldquosomething for everyonerdquo
bull Causes authentic communication
bull Leads to sharing information
bull Encourages cooperation
bull Buildsstrengthens interpersonal skills
Conflict Manifestation
bullPhase Onendash Frustration
bull Phase Twondash Conceptualization of cause
bull Phase Threendash Behavior directed at cause
bull Phase Fourndash Outcome as a result of the behavior
Defensive Copingbull Assumes that the problem is caused by the other person
bull Develops a private diagnosis and solution
bull Tries to get other person to change by using
bull logic indirect influence or critique
bull If other person resists that confirms 1
bull Responds to resistance through intensifying pressure protecting or rejecting the other person
bull If efforts are unsuccessful itrsquos the other personrsquos fault
Going Beyond Defensive Coping
bull Begin with communication
bull Focus on active listening techniques
bull Separate the problem from the person
bull Use ldquoIrdquo statements
Conflict Resolution
Phases of Conflict Management
bull Collect data know the cause and remain objective
bull Probe ask open-ended questions and listen actively
bull Save face work toward a winwin result
bull Common interests redefine the conflict
bull Reinforce give support to common ideas
bull Negotiate suggest partial solutions or compromises
bull Solidify adjustments review agreementsresolutions
How Do You Cope With Conflict
Five strategies exist for coping with conflict
bull Avoidance
bull Competition
bull Accommodation
bull Compromise
bull Collaboration
Five Modes for Handling Conflict
bull Avoidance steering clear of and denying the existence of the conflict and disagreement
bull Accommodate letting the other person decide totally what the resolve is to be
bull Compete aggressively pursuing ways to win from my own perspective
bull Compromise looking after both parties interests
bull Collaborate assertively looking after my interests but equally concerned with the interests of the other person
Coping With Conflict
Avoidance
Most preferred strategy during initial stages
bull Individuals fail to address the conflict -Nothing to lose -Lack of time -Inappropriate time or place -Individuals are angry -Emotional involvement
bull Postponing a resolution hinders group progress
Competition
A power-oriented strategy
bull One party pursues hisher own concerns- Results in one winner and one loser- Usually based on limited resources-The resolution decreases cooperation within the group
bull Competition should be based on whether winning the conflict is beneficial to individuals or the group
Accommodation
A strategy for resolving immediate needs
bull Contains an element of self-sacrifice - The issue is more important to the other party - You discover that you were wrong - Preserving harmony is important
bull Accommodation emphasizes common interests and deemphasizes differences in the group
Compromise
A strategy for finding an expedient solution
bull Resolution is mutually acceptable for all parties - A temporary settlement for complex issues - Group goals outweigh assertive strategies - Individuals of equal status are equally committed
bull Compromise works towards partially satisfying both parties but each party must honor the resolution for continued satisfaction
Collaboration
A strategy that fully satisfies both parties
bull Encourages teamwork and cooperation - There must be a high level of trust - A need to gain commitment from others - A need to work through hard feelings
bull The best decisions are made with collaboration giventhe presence of trust respect and communicationamong group members
Three Assumptions in Disagreement
bull Lose-Lose everyone loses when people try to work out their disagreements
bull Win-Lose someone wins and someone loses the best that can be hoped for in disagreements
bull Win-Win everyone can win
High
Low
High
You
Others
LoseLose
Win WinWin Lose
Lose Win
Outcome of Conflict
AS
SE
RT
IVE
NE
SS
COOPERATIVENESS
Compete Collaborate
Avoid Accommodate
Compromise
Low
High
High
Modes of Handling Conflict
Dysfunctional Consequences
bullWhen it keeps people from getting work done
bull When it threatens the relationship destroys confidence and trust
bull When it becomes personal feelings are hurt
bull When it dictates conformity people are forced to a decision
Functional Consequences
bull When it increases the involvement of people
bull When it leads to growth
bull When relationships are clearly defined
bull When it provides an outlet for stress anxiety frustration anger
bull When it leads to cohesion within the group
Wilsonrsquos Method of Conflict Management
1 Evaluate interpersonally know and understand the conflict
2 Define interpersonally share feelings and perceptions publicly
3 Identify shared goals this may mean developing some ideas about both parties would like to have as a result
4 Generate possible resolutions develop a list of all possible ways the differences can be resolved
5 Weigh the resolutions against the goals find out how well each of the possible resolutions satisfy or meet the goal or goals generated in step 3
6 Select best solution identify which among the alternatives is the best most satisfying and agreeable one
7 Evaluate resolution when the resolution has been put into place or acted upon ascertain whether it had its intended effect
Conclusion Conflict Management
bull Individual worth and integrity remain intact or are preserved
bull Unreal assumptions are filtered out and replaced with reality centered and agreed upon ones
bull Goal setting becomes realistic and futuristic
bull Action steps for what was decided are clearlyoutlined and agreed upon
Hints for Conflict management
bull Focus on positive outcomes
bull One issue at a time
bull Review previous issues
bull Choose correct timing
bull Avoid inclusive words
bull Agree to disagree
bull Donrsquot insist on being right
THANK YOU
- CONFLICT MANAGEMENT
-
The Effect of Conflict on Organization Performance
Sources of Conflict
Sources of Conflict
bull Ambiguous jurisdictionsldquoI donrsquot know who has the sign off on that issuerdquo
bull Conflict of interestldquoDoesnrsquot she belong to the College toordquo
bull Communication barriersldquoThey never return phone callsrdquo
bull Unresolved prior conflictsldquoWe always have a problem with the Feds about the final reportrdquo
bull Over dependency of one partyldquoWe will have to wait until the Budget is announcedrdquo
Misconceptions about Conflict
bull Harmony is ldquonormalrdquo
bull Conflict is ldquoabnormalrdquo
bull Conflicts and disagreements are the same
bull Conflict is the result of ldquopersonality problemsrdquo
bull Conflict and anger are the same
Types of ConflictTypes of Conflict
bull Interpersonal Conflictndash Conflict between individuals due to differences in their goals
or values
ndash Intragroup Conflictbull Conflict within a group or team
ndash Intergroup Conflictbull Conflict between two or more teams or groupsbull Managers play a key role in resolution of this conflict
ndash Interorganizational Conflictbull Conflict that arises across organizations
Understanding Conflict
bull Stage
bull Frustration
bull Conceptualization
bull Behavior
bull Outcome
bull Individual Thought or Action
bull Blocked from satisfying goals
bull Determine the problem
bull1048708 Behavior is based on beliefs
bull The conflict is resolved in one of three ways - winlose - loselose - winwin
Conflict Management
Constructive Conflict
bull1048708 Growth occurs
bull1048708 Problems are resolved
bull1048708 Unifies a group
bull1048708 Enhances productivity
bull1048708 Increases commitment
Destructive Conflict
bull1048708 Leads to negativism
bull1048708 Diminished resolutions
bull1048708 Group division
bull1048708 Decreases productivity
bull1048708 Lessens satisfaction
Conflict is destructive when it
bull Takes attention from important activities
bull Undermines morale or self-esteem
bull Polarizes people and groups
bull Jeopardizes teamwork
bull Leads to negative behavior
bull Creates stress
Conflict is constructive when it
bull Identifies and clarifies important issues
bull Solves problems
bull Results in ldquosomething for everyonerdquo
bull Causes authentic communication
bull Leads to sharing information
bull Encourages cooperation
bull Buildsstrengthens interpersonal skills
Conflict Manifestation
bullPhase Onendash Frustration
bull Phase Twondash Conceptualization of cause
bull Phase Threendash Behavior directed at cause
bull Phase Fourndash Outcome as a result of the behavior
Defensive Copingbull Assumes that the problem is caused by the other person
bull Develops a private diagnosis and solution
bull Tries to get other person to change by using
bull logic indirect influence or critique
bull If other person resists that confirms 1
bull Responds to resistance through intensifying pressure protecting or rejecting the other person
bull If efforts are unsuccessful itrsquos the other personrsquos fault
Going Beyond Defensive Coping
bull Begin with communication
bull Focus on active listening techniques
bull Separate the problem from the person
bull Use ldquoIrdquo statements
Conflict Resolution
Phases of Conflict Management
bull Collect data know the cause and remain objective
bull Probe ask open-ended questions and listen actively
bull Save face work toward a winwin result
bull Common interests redefine the conflict
bull Reinforce give support to common ideas
bull Negotiate suggest partial solutions or compromises
bull Solidify adjustments review agreementsresolutions
How Do You Cope With Conflict
Five strategies exist for coping with conflict
bull Avoidance
bull Competition
bull Accommodation
bull Compromise
bull Collaboration
Five Modes for Handling Conflict
bull Avoidance steering clear of and denying the existence of the conflict and disagreement
bull Accommodate letting the other person decide totally what the resolve is to be
bull Compete aggressively pursuing ways to win from my own perspective
bull Compromise looking after both parties interests
bull Collaborate assertively looking after my interests but equally concerned with the interests of the other person
Coping With Conflict
Avoidance
Most preferred strategy during initial stages
bull Individuals fail to address the conflict -Nothing to lose -Lack of time -Inappropriate time or place -Individuals are angry -Emotional involvement
bull Postponing a resolution hinders group progress
Competition
A power-oriented strategy
bull One party pursues hisher own concerns- Results in one winner and one loser- Usually based on limited resources-The resolution decreases cooperation within the group
bull Competition should be based on whether winning the conflict is beneficial to individuals or the group
Accommodation
A strategy for resolving immediate needs
bull Contains an element of self-sacrifice - The issue is more important to the other party - You discover that you were wrong - Preserving harmony is important
bull Accommodation emphasizes common interests and deemphasizes differences in the group
Compromise
A strategy for finding an expedient solution
bull Resolution is mutually acceptable for all parties - A temporary settlement for complex issues - Group goals outweigh assertive strategies - Individuals of equal status are equally committed
bull Compromise works towards partially satisfying both parties but each party must honor the resolution for continued satisfaction
Collaboration
A strategy that fully satisfies both parties
bull Encourages teamwork and cooperation - There must be a high level of trust - A need to gain commitment from others - A need to work through hard feelings
bull The best decisions are made with collaboration giventhe presence of trust respect and communicationamong group members
Three Assumptions in Disagreement
bull Lose-Lose everyone loses when people try to work out their disagreements
bull Win-Lose someone wins and someone loses the best that can be hoped for in disagreements
bull Win-Win everyone can win
High
Low
High
You
Others
LoseLose
Win WinWin Lose
Lose Win
Outcome of Conflict
AS
SE
RT
IVE
NE
SS
COOPERATIVENESS
Compete Collaborate
Avoid Accommodate
Compromise
Low
High
High
Modes of Handling Conflict
Dysfunctional Consequences
bullWhen it keeps people from getting work done
bull When it threatens the relationship destroys confidence and trust
bull When it becomes personal feelings are hurt
bull When it dictates conformity people are forced to a decision
Functional Consequences
bull When it increases the involvement of people
bull When it leads to growth
bull When relationships are clearly defined
bull When it provides an outlet for stress anxiety frustration anger
bull When it leads to cohesion within the group
Wilsonrsquos Method of Conflict Management
1 Evaluate interpersonally know and understand the conflict
2 Define interpersonally share feelings and perceptions publicly
3 Identify shared goals this may mean developing some ideas about both parties would like to have as a result
4 Generate possible resolutions develop a list of all possible ways the differences can be resolved
5 Weigh the resolutions against the goals find out how well each of the possible resolutions satisfy or meet the goal or goals generated in step 3
6 Select best solution identify which among the alternatives is the best most satisfying and agreeable one
7 Evaluate resolution when the resolution has been put into place or acted upon ascertain whether it had its intended effect
Conclusion Conflict Management
bull Individual worth and integrity remain intact or are preserved
bull Unreal assumptions are filtered out and replaced with reality centered and agreed upon ones
bull Goal setting becomes realistic and futuristic
bull Action steps for what was decided are clearlyoutlined and agreed upon
Hints for Conflict management
bull Focus on positive outcomes
bull One issue at a time
bull Review previous issues
bull Choose correct timing
bull Avoid inclusive words
bull Agree to disagree
bull Donrsquot insist on being right
THANK YOU
- CONFLICT MANAGEMENT
-
Sources of Conflict
Sources of Conflict
bull Ambiguous jurisdictionsldquoI donrsquot know who has the sign off on that issuerdquo
bull Conflict of interestldquoDoesnrsquot she belong to the College toordquo
bull Communication barriersldquoThey never return phone callsrdquo
bull Unresolved prior conflictsldquoWe always have a problem with the Feds about the final reportrdquo
bull Over dependency of one partyldquoWe will have to wait until the Budget is announcedrdquo
Misconceptions about Conflict
bull Harmony is ldquonormalrdquo
bull Conflict is ldquoabnormalrdquo
bull Conflicts and disagreements are the same
bull Conflict is the result of ldquopersonality problemsrdquo
bull Conflict and anger are the same
Types of ConflictTypes of Conflict
bull Interpersonal Conflictndash Conflict between individuals due to differences in their goals
or values
ndash Intragroup Conflictbull Conflict within a group or team
ndash Intergroup Conflictbull Conflict between two or more teams or groupsbull Managers play a key role in resolution of this conflict
ndash Interorganizational Conflictbull Conflict that arises across organizations
Understanding Conflict
bull Stage
bull Frustration
bull Conceptualization
bull Behavior
bull Outcome
bull Individual Thought or Action
bull Blocked from satisfying goals
bull Determine the problem
bull1048708 Behavior is based on beliefs
bull The conflict is resolved in one of three ways - winlose - loselose - winwin
Conflict Management
Constructive Conflict
bull1048708 Growth occurs
bull1048708 Problems are resolved
bull1048708 Unifies a group
bull1048708 Enhances productivity
bull1048708 Increases commitment
Destructive Conflict
bull1048708 Leads to negativism
bull1048708 Diminished resolutions
bull1048708 Group division
bull1048708 Decreases productivity
bull1048708 Lessens satisfaction
Conflict is destructive when it
bull Takes attention from important activities
bull Undermines morale or self-esteem
bull Polarizes people and groups
bull Jeopardizes teamwork
bull Leads to negative behavior
bull Creates stress
Conflict is constructive when it
bull Identifies and clarifies important issues
bull Solves problems
bull Results in ldquosomething for everyonerdquo
bull Causes authentic communication
bull Leads to sharing information
bull Encourages cooperation
bull Buildsstrengthens interpersonal skills
Conflict Manifestation
bullPhase Onendash Frustration
bull Phase Twondash Conceptualization of cause
bull Phase Threendash Behavior directed at cause
bull Phase Fourndash Outcome as a result of the behavior
Defensive Copingbull Assumes that the problem is caused by the other person
bull Develops a private diagnosis and solution
bull Tries to get other person to change by using
bull logic indirect influence or critique
bull If other person resists that confirms 1
bull Responds to resistance through intensifying pressure protecting or rejecting the other person
bull If efforts are unsuccessful itrsquos the other personrsquos fault
Going Beyond Defensive Coping
bull Begin with communication
bull Focus on active listening techniques
bull Separate the problem from the person
bull Use ldquoIrdquo statements
Conflict Resolution
Phases of Conflict Management
bull Collect data know the cause and remain objective
bull Probe ask open-ended questions and listen actively
bull Save face work toward a winwin result
bull Common interests redefine the conflict
bull Reinforce give support to common ideas
bull Negotiate suggest partial solutions or compromises
bull Solidify adjustments review agreementsresolutions
How Do You Cope With Conflict
Five strategies exist for coping with conflict
bull Avoidance
bull Competition
bull Accommodation
bull Compromise
bull Collaboration
Five Modes for Handling Conflict
bull Avoidance steering clear of and denying the existence of the conflict and disagreement
bull Accommodate letting the other person decide totally what the resolve is to be
bull Compete aggressively pursuing ways to win from my own perspective
bull Compromise looking after both parties interests
bull Collaborate assertively looking after my interests but equally concerned with the interests of the other person
Coping With Conflict
Avoidance
Most preferred strategy during initial stages
bull Individuals fail to address the conflict -Nothing to lose -Lack of time -Inappropriate time or place -Individuals are angry -Emotional involvement
bull Postponing a resolution hinders group progress
Competition
A power-oriented strategy
bull One party pursues hisher own concerns- Results in one winner and one loser- Usually based on limited resources-The resolution decreases cooperation within the group
bull Competition should be based on whether winning the conflict is beneficial to individuals or the group
Accommodation
A strategy for resolving immediate needs
bull Contains an element of self-sacrifice - The issue is more important to the other party - You discover that you were wrong - Preserving harmony is important
bull Accommodation emphasizes common interests and deemphasizes differences in the group
Compromise
A strategy for finding an expedient solution
bull Resolution is mutually acceptable for all parties - A temporary settlement for complex issues - Group goals outweigh assertive strategies - Individuals of equal status are equally committed
bull Compromise works towards partially satisfying both parties but each party must honor the resolution for continued satisfaction
Collaboration
A strategy that fully satisfies both parties
bull Encourages teamwork and cooperation - There must be a high level of trust - A need to gain commitment from others - A need to work through hard feelings
bull The best decisions are made with collaboration giventhe presence of trust respect and communicationamong group members
Three Assumptions in Disagreement
bull Lose-Lose everyone loses when people try to work out their disagreements
bull Win-Lose someone wins and someone loses the best that can be hoped for in disagreements
bull Win-Win everyone can win
High
Low
High
You
Others
LoseLose
Win WinWin Lose
Lose Win
Outcome of Conflict
AS
SE
RT
IVE
NE
SS
COOPERATIVENESS
Compete Collaborate
Avoid Accommodate
Compromise
Low
High
High
Modes of Handling Conflict
Dysfunctional Consequences
bullWhen it keeps people from getting work done
bull When it threatens the relationship destroys confidence and trust
bull When it becomes personal feelings are hurt
bull When it dictates conformity people are forced to a decision
Functional Consequences
bull When it increases the involvement of people
bull When it leads to growth
bull When relationships are clearly defined
bull When it provides an outlet for stress anxiety frustration anger
bull When it leads to cohesion within the group
Wilsonrsquos Method of Conflict Management
1 Evaluate interpersonally know and understand the conflict
2 Define interpersonally share feelings and perceptions publicly
3 Identify shared goals this may mean developing some ideas about both parties would like to have as a result
4 Generate possible resolutions develop a list of all possible ways the differences can be resolved
5 Weigh the resolutions against the goals find out how well each of the possible resolutions satisfy or meet the goal or goals generated in step 3
6 Select best solution identify which among the alternatives is the best most satisfying and agreeable one
7 Evaluate resolution when the resolution has been put into place or acted upon ascertain whether it had its intended effect
Conclusion Conflict Management
bull Individual worth and integrity remain intact or are preserved
bull Unreal assumptions are filtered out and replaced with reality centered and agreed upon ones
bull Goal setting becomes realistic and futuristic
bull Action steps for what was decided are clearlyoutlined and agreed upon
Hints for Conflict management
bull Focus on positive outcomes
bull One issue at a time
bull Review previous issues
bull Choose correct timing
bull Avoid inclusive words
bull Agree to disagree
bull Donrsquot insist on being right
THANK YOU
- CONFLICT MANAGEMENT
-
Sources of Conflict
bull Ambiguous jurisdictionsldquoI donrsquot know who has the sign off on that issuerdquo
bull Conflict of interestldquoDoesnrsquot she belong to the College toordquo
bull Communication barriersldquoThey never return phone callsrdquo
bull Unresolved prior conflictsldquoWe always have a problem with the Feds about the final reportrdquo
bull Over dependency of one partyldquoWe will have to wait until the Budget is announcedrdquo
Misconceptions about Conflict
bull Harmony is ldquonormalrdquo
bull Conflict is ldquoabnormalrdquo
bull Conflicts and disagreements are the same
bull Conflict is the result of ldquopersonality problemsrdquo
bull Conflict and anger are the same
Types of ConflictTypes of Conflict
bull Interpersonal Conflictndash Conflict between individuals due to differences in their goals
or values
ndash Intragroup Conflictbull Conflict within a group or team
ndash Intergroup Conflictbull Conflict between two or more teams or groupsbull Managers play a key role in resolution of this conflict
ndash Interorganizational Conflictbull Conflict that arises across organizations
Understanding Conflict
bull Stage
bull Frustration
bull Conceptualization
bull Behavior
bull Outcome
bull Individual Thought or Action
bull Blocked from satisfying goals
bull Determine the problem
bull1048708 Behavior is based on beliefs
bull The conflict is resolved in one of three ways - winlose - loselose - winwin
Conflict Management
Constructive Conflict
bull1048708 Growth occurs
bull1048708 Problems are resolved
bull1048708 Unifies a group
bull1048708 Enhances productivity
bull1048708 Increases commitment
Destructive Conflict
bull1048708 Leads to negativism
bull1048708 Diminished resolutions
bull1048708 Group division
bull1048708 Decreases productivity
bull1048708 Lessens satisfaction
Conflict is destructive when it
bull Takes attention from important activities
bull Undermines morale or self-esteem
bull Polarizes people and groups
bull Jeopardizes teamwork
bull Leads to negative behavior
bull Creates stress
Conflict is constructive when it
bull Identifies and clarifies important issues
bull Solves problems
bull Results in ldquosomething for everyonerdquo
bull Causes authentic communication
bull Leads to sharing information
bull Encourages cooperation
bull Buildsstrengthens interpersonal skills
Conflict Manifestation
bullPhase Onendash Frustration
bull Phase Twondash Conceptualization of cause
bull Phase Threendash Behavior directed at cause
bull Phase Fourndash Outcome as a result of the behavior
Defensive Copingbull Assumes that the problem is caused by the other person
bull Develops a private diagnosis and solution
bull Tries to get other person to change by using
bull logic indirect influence or critique
bull If other person resists that confirms 1
bull Responds to resistance through intensifying pressure protecting or rejecting the other person
bull If efforts are unsuccessful itrsquos the other personrsquos fault
Going Beyond Defensive Coping
bull Begin with communication
bull Focus on active listening techniques
bull Separate the problem from the person
bull Use ldquoIrdquo statements
Conflict Resolution
Phases of Conflict Management
bull Collect data know the cause and remain objective
bull Probe ask open-ended questions and listen actively
bull Save face work toward a winwin result
bull Common interests redefine the conflict
bull Reinforce give support to common ideas
bull Negotiate suggest partial solutions or compromises
bull Solidify adjustments review agreementsresolutions
How Do You Cope With Conflict
Five strategies exist for coping with conflict
bull Avoidance
bull Competition
bull Accommodation
bull Compromise
bull Collaboration
Five Modes for Handling Conflict
bull Avoidance steering clear of and denying the existence of the conflict and disagreement
bull Accommodate letting the other person decide totally what the resolve is to be
bull Compete aggressively pursuing ways to win from my own perspective
bull Compromise looking after both parties interests
bull Collaborate assertively looking after my interests but equally concerned with the interests of the other person
Coping With Conflict
Avoidance
Most preferred strategy during initial stages
bull Individuals fail to address the conflict -Nothing to lose -Lack of time -Inappropriate time or place -Individuals are angry -Emotional involvement
bull Postponing a resolution hinders group progress
Competition
A power-oriented strategy
bull One party pursues hisher own concerns- Results in one winner and one loser- Usually based on limited resources-The resolution decreases cooperation within the group
bull Competition should be based on whether winning the conflict is beneficial to individuals or the group
Accommodation
A strategy for resolving immediate needs
bull Contains an element of self-sacrifice - The issue is more important to the other party - You discover that you were wrong - Preserving harmony is important
bull Accommodation emphasizes common interests and deemphasizes differences in the group
Compromise
A strategy for finding an expedient solution
bull Resolution is mutually acceptable for all parties - A temporary settlement for complex issues - Group goals outweigh assertive strategies - Individuals of equal status are equally committed
bull Compromise works towards partially satisfying both parties but each party must honor the resolution for continued satisfaction
Collaboration
A strategy that fully satisfies both parties
bull Encourages teamwork and cooperation - There must be a high level of trust - A need to gain commitment from others - A need to work through hard feelings
bull The best decisions are made with collaboration giventhe presence of trust respect and communicationamong group members
Three Assumptions in Disagreement
bull Lose-Lose everyone loses when people try to work out their disagreements
bull Win-Lose someone wins and someone loses the best that can be hoped for in disagreements
bull Win-Win everyone can win
High
Low
High
You
Others
LoseLose
Win WinWin Lose
Lose Win
Outcome of Conflict
AS
SE
RT
IVE
NE
SS
COOPERATIVENESS
Compete Collaborate
Avoid Accommodate
Compromise
Low
High
High
Modes of Handling Conflict
Dysfunctional Consequences
bullWhen it keeps people from getting work done
bull When it threatens the relationship destroys confidence and trust
bull When it becomes personal feelings are hurt
bull When it dictates conformity people are forced to a decision
Functional Consequences
bull When it increases the involvement of people
bull When it leads to growth
bull When relationships are clearly defined
bull When it provides an outlet for stress anxiety frustration anger
bull When it leads to cohesion within the group
Wilsonrsquos Method of Conflict Management
1 Evaluate interpersonally know and understand the conflict
2 Define interpersonally share feelings and perceptions publicly
3 Identify shared goals this may mean developing some ideas about both parties would like to have as a result
4 Generate possible resolutions develop a list of all possible ways the differences can be resolved
5 Weigh the resolutions against the goals find out how well each of the possible resolutions satisfy or meet the goal or goals generated in step 3
6 Select best solution identify which among the alternatives is the best most satisfying and agreeable one
7 Evaluate resolution when the resolution has been put into place or acted upon ascertain whether it had its intended effect
Conclusion Conflict Management
bull Individual worth and integrity remain intact or are preserved
bull Unreal assumptions are filtered out and replaced with reality centered and agreed upon ones
bull Goal setting becomes realistic and futuristic
bull Action steps for what was decided are clearlyoutlined and agreed upon
Hints for Conflict management
bull Focus on positive outcomes
bull One issue at a time
bull Review previous issues
bull Choose correct timing
bull Avoid inclusive words
bull Agree to disagree
bull Donrsquot insist on being right
THANK YOU
- CONFLICT MANAGEMENT
-
Misconceptions about Conflict
bull Harmony is ldquonormalrdquo
bull Conflict is ldquoabnormalrdquo
bull Conflicts and disagreements are the same
bull Conflict is the result of ldquopersonality problemsrdquo
bull Conflict and anger are the same
Types of ConflictTypes of Conflict
bull Interpersonal Conflictndash Conflict between individuals due to differences in their goals
or values
ndash Intragroup Conflictbull Conflict within a group or team
ndash Intergroup Conflictbull Conflict between two or more teams or groupsbull Managers play a key role in resolution of this conflict
ndash Interorganizational Conflictbull Conflict that arises across organizations
Understanding Conflict
bull Stage
bull Frustration
bull Conceptualization
bull Behavior
bull Outcome
bull Individual Thought or Action
bull Blocked from satisfying goals
bull Determine the problem
bull1048708 Behavior is based on beliefs
bull The conflict is resolved in one of three ways - winlose - loselose - winwin
Conflict Management
Constructive Conflict
bull1048708 Growth occurs
bull1048708 Problems are resolved
bull1048708 Unifies a group
bull1048708 Enhances productivity
bull1048708 Increases commitment
Destructive Conflict
bull1048708 Leads to negativism
bull1048708 Diminished resolutions
bull1048708 Group division
bull1048708 Decreases productivity
bull1048708 Lessens satisfaction
Conflict is destructive when it
bull Takes attention from important activities
bull Undermines morale or self-esteem
bull Polarizes people and groups
bull Jeopardizes teamwork
bull Leads to negative behavior
bull Creates stress
Conflict is constructive when it
bull Identifies and clarifies important issues
bull Solves problems
bull Results in ldquosomething for everyonerdquo
bull Causes authentic communication
bull Leads to sharing information
bull Encourages cooperation
bull Buildsstrengthens interpersonal skills
Conflict Manifestation
bullPhase Onendash Frustration
bull Phase Twondash Conceptualization of cause
bull Phase Threendash Behavior directed at cause
bull Phase Fourndash Outcome as a result of the behavior
Defensive Copingbull Assumes that the problem is caused by the other person
bull Develops a private diagnosis and solution
bull Tries to get other person to change by using
bull logic indirect influence or critique
bull If other person resists that confirms 1
bull Responds to resistance through intensifying pressure protecting or rejecting the other person
bull If efforts are unsuccessful itrsquos the other personrsquos fault
Going Beyond Defensive Coping
bull Begin with communication
bull Focus on active listening techniques
bull Separate the problem from the person
bull Use ldquoIrdquo statements
Conflict Resolution
Phases of Conflict Management
bull Collect data know the cause and remain objective
bull Probe ask open-ended questions and listen actively
bull Save face work toward a winwin result
bull Common interests redefine the conflict
bull Reinforce give support to common ideas
bull Negotiate suggest partial solutions or compromises
bull Solidify adjustments review agreementsresolutions
How Do You Cope With Conflict
Five strategies exist for coping with conflict
bull Avoidance
bull Competition
bull Accommodation
bull Compromise
bull Collaboration
Five Modes for Handling Conflict
bull Avoidance steering clear of and denying the existence of the conflict and disagreement
bull Accommodate letting the other person decide totally what the resolve is to be
bull Compete aggressively pursuing ways to win from my own perspective
bull Compromise looking after both parties interests
bull Collaborate assertively looking after my interests but equally concerned with the interests of the other person
Coping With Conflict
Avoidance
Most preferred strategy during initial stages
bull Individuals fail to address the conflict -Nothing to lose -Lack of time -Inappropriate time or place -Individuals are angry -Emotional involvement
bull Postponing a resolution hinders group progress
Competition
A power-oriented strategy
bull One party pursues hisher own concerns- Results in one winner and one loser- Usually based on limited resources-The resolution decreases cooperation within the group
bull Competition should be based on whether winning the conflict is beneficial to individuals or the group
Accommodation
A strategy for resolving immediate needs
bull Contains an element of self-sacrifice - The issue is more important to the other party - You discover that you were wrong - Preserving harmony is important
bull Accommodation emphasizes common interests and deemphasizes differences in the group
Compromise
A strategy for finding an expedient solution
bull Resolution is mutually acceptable for all parties - A temporary settlement for complex issues - Group goals outweigh assertive strategies - Individuals of equal status are equally committed
bull Compromise works towards partially satisfying both parties but each party must honor the resolution for continued satisfaction
Collaboration
A strategy that fully satisfies both parties
bull Encourages teamwork and cooperation - There must be a high level of trust - A need to gain commitment from others - A need to work through hard feelings
bull The best decisions are made with collaboration giventhe presence of trust respect and communicationamong group members
Three Assumptions in Disagreement
bull Lose-Lose everyone loses when people try to work out their disagreements
bull Win-Lose someone wins and someone loses the best that can be hoped for in disagreements
bull Win-Win everyone can win
High
Low
High
You
Others
LoseLose
Win WinWin Lose
Lose Win
Outcome of Conflict
AS
SE
RT
IVE
NE
SS
COOPERATIVENESS
Compete Collaborate
Avoid Accommodate
Compromise
Low
High
High
Modes of Handling Conflict
Dysfunctional Consequences
bullWhen it keeps people from getting work done
bull When it threatens the relationship destroys confidence and trust
bull When it becomes personal feelings are hurt
bull When it dictates conformity people are forced to a decision
Functional Consequences
bull When it increases the involvement of people
bull When it leads to growth
bull When relationships are clearly defined
bull When it provides an outlet for stress anxiety frustration anger
bull When it leads to cohesion within the group
Wilsonrsquos Method of Conflict Management
1 Evaluate interpersonally know and understand the conflict
2 Define interpersonally share feelings and perceptions publicly
3 Identify shared goals this may mean developing some ideas about both parties would like to have as a result
4 Generate possible resolutions develop a list of all possible ways the differences can be resolved
5 Weigh the resolutions against the goals find out how well each of the possible resolutions satisfy or meet the goal or goals generated in step 3
6 Select best solution identify which among the alternatives is the best most satisfying and agreeable one
7 Evaluate resolution when the resolution has been put into place or acted upon ascertain whether it had its intended effect
Conclusion Conflict Management
bull Individual worth and integrity remain intact or are preserved
bull Unreal assumptions are filtered out and replaced with reality centered and agreed upon ones
bull Goal setting becomes realistic and futuristic
bull Action steps for what was decided are clearlyoutlined and agreed upon
Hints for Conflict management
bull Focus on positive outcomes
bull One issue at a time
bull Review previous issues
bull Choose correct timing
bull Avoid inclusive words
bull Agree to disagree
bull Donrsquot insist on being right
THANK YOU
- CONFLICT MANAGEMENT
-
Types of ConflictTypes of Conflict
bull Interpersonal Conflictndash Conflict between individuals due to differences in their goals
or values
ndash Intragroup Conflictbull Conflict within a group or team
ndash Intergroup Conflictbull Conflict between two or more teams or groupsbull Managers play a key role in resolution of this conflict
ndash Interorganizational Conflictbull Conflict that arises across organizations
Understanding Conflict
bull Stage
bull Frustration
bull Conceptualization
bull Behavior
bull Outcome
bull Individual Thought or Action
bull Blocked from satisfying goals
bull Determine the problem
bull1048708 Behavior is based on beliefs
bull The conflict is resolved in one of three ways - winlose - loselose - winwin
Conflict Management
Constructive Conflict
bull1048708 Growth occurs
bull1048708 Problems are resolved
bull1048708 Unifies a group
bull1048708 Enhances productivity
bull1048708 Increases commitment
Destructive Conflict
bull1048708 Leads to negativism
bull1048708 Diminished resolutions
bull1048708 Group division
bull1048708 Decreases productivity
bull1048708 Lessens satisfaction
Conflict is destructive when it
bull Takes attention from important activities
bull Undermines morale or self-esteem
bull Polarizes people and groups
bull Jeopardizes teamwork
bull Leads to negative behavior
bull Creates stress
Conflict is constructive when it
bull Identifies and clarifies important issues
bull Solves problems
bull Results in ldquosomething for everyonerdquo
bull Causes authentic communication
bull Leads to sharing information
bull Encourages cooperation
bull Buildsstrengthens interpersonal skills
Conflict Manifestation
bullPhase Onendash Frustration
bull Phase Twondash Conceptualization of cause
bull Phase Threendash Behavior directed at cause
bull Phase Fourndash Outcome as a result of the behavior
Defensive Copingbull Assumes that the problem is caused by the other person
bull Develops a private diagnosis and solution
bull Tries to get other person to change by using
bull logic indirect influence or critique
bull If other person resists that confirms 1
bull Responds to resistance through intensifying pressure protecting or rejecting the other person
bull If efforts are unsuccessful itrsquos the other personrsquos fault
Going Beyond Defensive Coping
bull Begin with communication
bull Focus on active listening techniques
bull Separate the problem from the person
bull Use ldquoIrdquo statements
Conflict Resolution
Phases of Conflict Management
bull Collect data know the cause and remain objective
bull Probe ask open-ended questions and listen actively
bull Save face work toward a winwin result
bull Common interests redefine the conflict
bull Reinforce give support to common ideas
bull Negotiate suggest partial solutions or compromises
bull Solidify adjustments review agreementsresolutions
How Do You Cope With Conflict
Five strategies exist for coping with conflict
bull Avoidance
bull Competition
bull Accommodation
bull Compromise
bull Collaboration
Five Modes for Handling Conflict
bull Avoidance steering clear of and denying the existence of the conflict and disagreement
bull Accommodate letting the other person decide totally what the resolve is to be
bull Compete aggressively pursuing ways to win from my own perspective
bull Compromise looking after both parties interests
bull Collaborate assertively looking after my interests but equally concerned with the interests of the other person
Coping With Conflict
Avoidance
Most preferred strategy during initial stages
bull Individuals fail to address the conflict -Nothing to lose -Lack of time -Inappropriate time or place -Individuals are angry -Emotional involvement
bull Postponing a resolution hinders group progress
Competition
A power-oriented strategy
bull One party pursues hisher own concerns- Results in one winner and one loser- Usually based on limited resources-The resolution decreases cooperation within the group
bull Competition should be based on whether winning the conflict is beneficial to individuals or the group
Accommodation
A strategy for resolving immediate needs
bull Contains an element of self-sacrifice - The issue is more important to the other party - You discover that you were wrong - Preserving harmony is important
bull Accommodation emphasizes common interests and deemphasizes differences in the group
Compromise
A strategy for finding an expedient solution
bull Resolution is mutually acceptable for all parties - A temporary settlement for complex issues - Group goals outweigh assertive strategies - Individuals of equal status are equally committed
bull Compromise works towards partially satisfying both parties but each party must honor the resolution for continued satisfaction
Collaboration
A strategy that fully satisfies both parties
bull Encourages teamwork and cooperation - There must be a high level of trust - A need to gain commitment from others - A need to work through hard feelings
bull The best decisions are made with collaboration giventhe presence of trust respect and communicationamong group members
Three Assumptions in Disagreement
bull Lose-Lose everyone loses when people try to work out their disagreements
bull Win-Lose someone wins and someone loses the best that can be hoped for in disagreements
bull Win-Win everyone can win
High
Low
High
You
Others
LoseLose
Win WinWin Lose
Lose Win
Outcome of Conflict
AS
SE
RT
IVE
NE
SS
COOPERATIVENESS
Compete Collaborate
Avoid Accommodate
Compromise
Low
High
High
Modes of Handling Conflict
Dysfunctional Consequences
bullWhen it keeps people from getting work done
bull When it threatens the relationship destroys confidence and trust
bull When it becomes personal feelings are hurt
bull When it dictates conformity people are forced to a decision
Functional Consequences
bull When it increases the involvement of people
bull When it leads to growth
bull When relationships are clearly defined
bull When it provides an outlet for stress anxiety frustration anger
bull When it leads to cohesion within the group
Wilsonrsquos Method of Conflict Management
1 Evaluate interpersonally know and understand the conflict
2 Define interpersonally share feelings and perceptions publicly
3 Identify shared goals this may mean developing some ideas about both parties would like to have as a result
4 Generate possible resolutions develop a list of all possible ways the differences can be resolved
5 Weigh the resolutions against the goals find out how well each of the possible resolutions satisfy or meet the goal or goals generated in step 3
6 Select best solution identify which among the alternatives is the best most satisfying and agreeable one
7 Evaluate resolution when the resolution has been put into place or acted upon ascertain whether it had its intended effect
Conclusion Conflict Management
bull Individual worth and integrity remain intact or are preserved
bull Unreal assumptions are filtered out and replaced with reality centered and agreed upon ones
bull Goal setting becomes realistic and futuristic
bull Action steps for what was decided are clearlyoutlined and agreed upon
Hints for Conflict management
bull Focus on positive outcomes
bull One issue at a time
bull Review previous issues
bull Choose correct timing
bull Avoid inclusive words
bull Agree to disagree
bull Donrsquot insist on being right
THANK YOU
- CONFLICT MANAGEMENT
-
Understanding Conflict
bull Stage
bull Frustration
bull Conceptualization
bull Behavior
bull Outcome
bull Individual Thought or Action
bull Blocked from satisfying goals
bull Determine the problem
bull1048708 Behavior is based on beliefs
bull The conflict is resolved in one of three ways - winlose - loselose - winwin
Conflict Management
Constructive Conflict
bull1048708 Growth occurs
bull1048708 Problems are resolved
bull1048708 Unifies a group
bull1048708 Enhances productivity
bull1048708 Increases commitment
Destructive Conflict
bull1048708 Leads to negativism
bull1048708 Diminished resolutions
bull1048708 Group division
bull1048708 Decreases productivity
bull1048708 Lessens satisfaction
Conflict is destructive when it
bull Takes attention from important activities
bull Undermines morale or self-esteem
bull Polarizes people and groups
bull Jeopardizes teamwork
bull Leads to negative behavior
bull Creates stress
Conflict is constructive when it
bull Identifies and clarifies important issues
bull Solves problems
bull Results in ldquosomething for everyonerdquo
bull Causes authentic communication
bull Leads to sharing information
bull Encourages cooperation
bull Buildsstrengthens interpersonal skills
Conflict Manifestation
bullPhase Onendash Frustration
bull Phase Twondash Conceptualization of cause
bull Phase Threendash Behavior directed at cause
bull Phase Fourndash Outcome as a result of the behavior
Defensive Copingbull Assumes that the problem is caused by the other person
bull Develops a private diagnosis and solution
bull Tries to get other person to change by using
bull logic indirect influence or critique
bull If other person resists that confirms 1
bull Responds to resistance through intensifying pressure protecting or rejecting the other person
bull If efforts are unsuccessful itrsquos the other personrsquos fault
Going Beyond Defensive Coping
bull Begin with communication
bull Focus on active listening techniques
bull Separate the problem from the person
bull Use ldquoIrdquo statements
Conflict Resolution
Phases of Conflict Management
bull Collect data know the cause and remain objective
bull Probe ask open-ended questions and listen actively
bull Save face work toward a winwin result
bull Common interests redefine the conflict
bull Reinforce give support to common ideas
bull Negotiate suggest partial solutions or compromises
bull Solidify adjustments review agreementsresolutions
How Do You Cope With Conflict
Five strategies exist for coping with conflict
bull Avoidance
bull Competition
bull Accommodation
bull Compromise
bull Collaboration
Five Modes for Handling Conflict
bull Avoidance steering clear of and denying the existence of the conflict and disagreement
bull Accommodate letting the other person decide totally what the resolve is to be
bull Compete aggressively pursuing ways to win from my own perspective
bull Compromise looking after both parties interests
bull Collaborate assertively looking after my interests but equally concerned with the interests of the other person
Coping With Conflict
Avoidance
Most preferred strategy during initial stages
bull Individuals fail to address the conflict -Nothing to lose -Lack of time -Inappropriate time or place -Individuals are angry -Emotional involvement
bull Postponing a resolution hinders group progress
Competition
A power-oriented strategy
bull One party pursues hisher own concerns- Results in one winner and one loser- Usually based on limited resources-The resolution decreases cooperation within the group
bull Competition should be based on whether winning the conflict is beneficial to individuals or the group
Accommodation
A strategy for resolving immediate needs
bull Contains an element of self-sacrifice - The issue is more important to the other party - You discover that you were wrong - Preserving harmony is important
bull Accommodation emphasizes common interests and deemphasizes differences in the group
Compromise
A strategy for finding an expedient solution
bull Resolution is mutually acceptable for all parties - A temporary settlement for complex issues - Group goals outweigh assertive strategies - Individuals of equal status are equally committed
bull Compromise works towards partially satisfying both parties but each party must honor the resolution for continued satisfaction
Collaboration
A strategy that fully satisfies both parties
bull Encourages teamwork and cooperation - There must be a high level of trust - A need to gain commitment from others - A need to work through hard feelings
bull The best decisions are made with collaboration giventhe presence of trust respect and communicationamong group members
Three Assumptions in Disagreement
bull Lose-Lose everyone loses when people try to work out their disagreements
bull Win-Lose someone wins and someone loses the best that can be hoped for in disagreements
bull Win-Win everyone can win
High
Low
High
You
Others
LoseLose
Win WinWin Lose
Lose Win
Outcome of Conflict
AS
SE
RT
IVE
NE
SS
COOPERATIVENESS
Compete Collaborate
Avoid Accommodate
Compromise
Low
High
High
Modes of Handling Conflict
Dysfunctional Consequences
bullWhen it keeps people from getting work done
bull When it threatens the relationship destroys confidence and trust
bull When it becomes personal feelings are hurt
bull When it dictates conformity people are forced to a decision
Functional Consequences
bull When it increases the involvement of people
bull When it leads to growth
bull When relationships are clearly defined
bull When it provides an outlet for stress anxiety frustration anger
bull When it leads to cohesion within the group
Wilsonrsquos Method of Conflict Management
1 Evaluate interpersonally know and understand the conflict
2 Define interpersonally share feelings and perceptions publicly
3 Identify shared goals this may mean developing some ideas about both parties would like to have as a result
4 Generate possible resolutions develop a list of all possible ways the differences can be resolved
5 Weigh the resolutions against the goals find out how well each of the possible resolutions satisfy or meet the goal or goals generated in step 3
6 Select best solution identify which among the alternatives is the best most satisfying and agreeable one
7 Evaluate resolution when the resolution has been put into place or acted upon ascertain whether it had its intended effect
Conclusion Conflict Management
bull Individual worth and integrity remain intact or are preserved
bull Unreal assumptions are filtered out and replaced with reality centered and agreed upon ones
bull Goal setting becomes realistic and futuristic
bull Action steps for what was decided are clearlyoutlined and agreed upon
Hints for Conflict management
bull Focus on positive outcomes
bull One issue at a time
bull Review previous issues
bull Choose correct timing
bull Avoid inclusive words
bull Agree to disagree
bull Donrsquot insist on being right
THANK YOU
- CONFLICT MANAGEMENT
-
Conflict Management
Constructive Conflict
bull1048708 Growth occurs
bull1048708 Problems are resolved
bull1048708 Unifies a group
bull1048708 Enhances productivity
bull1048708 Increases commitment
Destructive Conflict
bull1048708 Leads to negativism
bull1048708 Diminished resolutions
bull1048708 Group division
bull1048708 Decreases productivity
bull1048708 Lessens satisfaction
Conflict is destructive when it
bull Takes attention from important activities
bull Undermines morale or self-esteem
bull Polarizes people and groups
bull Jeopardizes teamwork
bull Leads to negative behavior
bull Creates stress
Conflict is constructive when it
bull Identifies and clarifies important issues
bull Solves problems
bull Results in ldquosomething for everyonerdquo
bull Causes authentic communication
bull Leads to sharing information
bull Encourages cooperation
bull Buildsstrengthens interpersonal skills
Conflict Manifestation
bullPhase Onendash Frustration
bull Phase Twondash Conceptualization of cause
bull Phase Threendash Behavior directed at cause
bull Phase Fourndash Outcome as a result of the behavior
Defensive Copingbull Assumes that the problem is caused by the other person
bull Develops a private diagnosis and solution
bull Tries to get other person to change by using
bull logic indirect influence or critique
bull If other person resists that confirms 1
bull Responds to resistance through intensifying pressure protecting or rejecting the other person
bull If efforts are unsuccessful itrsquos the other personrsquos fault
Going Beyond Defensive Coping
bull Begin with communication
bull Focus on active listening techniques
bull Separate the problem from the person
bull Use ldquoIrdquo statements
Conflict Resolution
Phases of Conflict Management
bull Collect data know the cause and remain objective
bull Probe ask open-ended questions and listen actively
bull Save face work toward a winwin result
bull Common interests redefine the conflict
bull Reinforce give support to common ideas
bull Negotiate suggest partial solutions or compromises
bull Solidify adjustments review agreementsresolutions
How Do You Cope With Conflict
Five strategies exist for coping with conflict
bull Avoidance
bull Competition
bull Accommodation
bull Compromise
bull Collaboration
Five Modes for Handling Conflict
bull Avoidance steering clear of and denying the existence of the conflict and disagreement
bull Accommodate letting the other person decide totally what the resolve is to be
bull Compete aggressively pursuing ways to win from my own perspective
bull Compromise looking after both parties interests
bull Collaborate assertively looking after my interests but equally concerned with the interests of the other person
Coping With Conflict
Avoidance
Most preferred strategy during initial stages
bull Individuals fail to address the conflict -Nothing to lose -Lack of time -Inappropriate time or place -Individuals are angry -Emotional involvement
bull Postponing a resolution hinders group progress
Competition
A power-oriented strategy
bull One party pursues hisher own concerns- Results in one winner and one loser- Usually based on limited resources-The resolution decreases cooperation within the group
bull Competition should be based on whether winning the conflict is beneficial to individuals or the group
Accommodation
A strategy for resolving immediate needs
bull Contains an element of self-sacrifice - The issue is more important to the other party - You discover that you were wrong - Preserving harmony is important
bull Accommodation emphasizes common interests and deemphasizes differences in the group
Compromise
A strategy for finding an expedient solution
bull Resolution is mutually acceptable for all parties - A temporary settlement for complex issues - Group goals outweigh assertive strategies - Individuals of equal status are equally committed
bull Compromise works towards partially satisfying both parties but each party must honor the resolution for continued satisfaction
Collaboration
A strategy that fully satisfies both parties
bull Encourages teamwork and cooperation - There must be a high level of trust - A need to gain commitment from others - A need to work through hard feelings
bull The best decisions are made with collaboration giventhe presence of trust respect and communicationamong group members
Three Assumptions in Disagreement
bull Lose-Lose everyone loses when people try to work out their disagreements
bull Win-Lose someone wins and someone loses the best that can be hoped for in disagreements
bull Win-Win everyone can win
High
Low
High
You
Others
LoseLose
Win WinWin Lose
Lose Win
Outcome of Conflict
AS
SE
RT
IVE
NE
SS
COOPERATIVENESS
Compete Collaborate
Avoid Accommodate
Compromise
Low
High
High
Modes of Handling Conflict
Dysfunctional Consequences
bullWhen it keeps people from getting work done
bull When it threatens the relationship destroys confidence and trust
bull When it becomes personal feelings are hurt
bull When it dictates conformity people are forced to a decision
Functional Consequences
bull When it increases the involvement of people
bull When it leads to growth
bull When relationships are clearly defined
bull When it provides an outlet for stress anxiety frustration anger
bull When it leads to cohesion within the group
Wilsonrsquos Method of Conflict Management
1 Evaluate interpersonally know and understand the conflict
2 Define interpersonally share feelings and perceptions publicly
3 Identify shared goals this may mean developing some ideas about both parties would like to have as a result
4 Generate possible resolutions develop a list of all possible ways the differences can be resolved
5 Weigh the resolutions against the goals find out how well each of the possible resolutions satisfy or meet the goal or goals generated in step 3
6 Select best solution identify which among the alternatives is the best most satisfying and agreeable one
7 Evaluate resolution when the resolution has been put into place or acted upon ascertain whether it had its intended effect
Conclusion Conflict Management
bull Individual worth and integrity remain intact or are preserved
bull Unreal assumptions are filtered out and replaced with reality centered and agreed upon ones
bull Goal setting becomes realistic and futuristic
bull Action steps for what was decided are clearlyoutlined and agreed upon
Hints for Conflict management
bull Focus on positive outcomes
bull One issue at a time
bull Review previous issues
bull Choose correct timing
bull Avoid inclusive words
bull Agree to disagree
bull Donrsquot insist on being right
THANK YOU
- CONFLICT MANAGEMENT
-
Conflict is destructive when it
bull Takes attention from important activities
bull Undermines morale or self-esteem
bull Polarizes people and groups
bull Jeopardizes teamwork
bull Leads to negative behavior
bull Creates stress
Conflict is constructive when it
bull Identifies and clarifies important issues
bull Solves problems
bull Results in ldquosomething for everyonerdquo
bull Causes authentic communication
bull Leads to sharing information
bull Encourages cooperation
bull Buildsstrengthens interpersonal skills
Conflict Manifestation
bullPhase Onendash Frustration
bull Phase Twondash Conceptualization of cause
bull Phase Threendash Behavior directed at cause
bull Phase Fourndash Outcome as a result of the behavior
Defensive Copingbull Assumes that the problem is caused by the other person
bull Develops a private diagnosis and solution
bull Tries to get other person to change by using
bull logic indirect influence or critique
bull If other person resists that confirms 1
bull Responds to resistance through intensifying pressure protecting or rejecting the other person
bull If efforts are unsuccessful itrsquos the other personrsquos fault
Going Beyond Defensive Coping
bull Begin with communication
bull Focus on active listening techniques
bull Separate the problem from the person
bull Use ldquoIrdquo statements
Conflict Resolution
Phases of Conflict Management
bull Collect data know the cause and remain objective
bull Probe ask open-ended questions and listen actively
bull Save face work toward a winwin result
bull Common interests redefine the conflict
bull Reinforce give support to common ideas
bull Negotiate suggest partial solutions or compromises
bull Solidify adjustments review agreementsresolutions
How Do You Cope With Conflict
Five strategies exist for coping with conflict
bull Avoidance
bull Competition
bull Accommodation
bull Compromise
bull Collaboration
Five Modes for Handling Conflict
bull Avoidance steering clear of and denying the existence of the conflict and disagreement
bull Accommodate letting the other person decide totally what the resolve is to be
bull Compete aggressively pursuing ways to win from my own perspective
bull Compromise looking after both parties interests
bull Collaborate assertively looking after my interests but equally concerned with the interests of the other person
Coping With Conflict
Avoidance
Most preferred strategy during initial stages
bull Individuals fail to address the conflict -Nothing to lose -Lack of time -Inappropriate time or place -Individuals are angry -Emotional involvement
bull Postponing a resolution hinders group progress
Competition
A power-oriented strategy
bull One party pursues hisher own concerns- Results in one winner and one loser- Usually based on limited resources-The resolution decreases cooperation within the group
bull Competition should be based on whether winning the conflict is beneficial to individuals or the group
Accommodation
A strategy for resolving immediate needs
bull Contains an element of self-sacrifice - The issue is more important to the other party - You discover that you were wrong - Preserving harmony is important
bull Accommodation emphasizes common interests and deemphasizes differences in the group
Compromise
A strategy for finding an expedient solution
bull Resolution is mutually acceptable for all parties - A temporary settlement for complex issues - Group goals outweigh assertive strategies - Individuals of equal status are equally committed
bull Compromise works towards partially satisfying both parties but each party must honor the resolution for continued satisfaction
Collaboration
A strategy that fully satisfies both parties
bull Encourages teamwork and cooperation - There must be a high level of trust - A need to gain commitment from others - A need to work through hard feelings
bull The best decisions are made with collaboration giventhe presence of trust respect and communicationamong group members
Three Assumptions in Disagreement
bull Lose-Lose everyone loses when people try to work out their disagreements
bull Win-Lose someone wins and someone loses the best that can be hoped for in disagreements
bull Win-Win everyone can win
High
Low
High
You
Others
LoseLose
Win WinWin Lose
Lose Win
Outcome of Conflict
AS
SE
RT
IVE
NE
SS
COOPERATIVENESS
Compete Collaborate
Avoid Accommodate
Compromise
Low
High
High
Modes of Handling Conflict
Dysfunctional Consequences
bullWhen it keeps people from getting work done
bull When it threatens the relationship destroys confidence and trust
bull When it becomes personal feelings are hurt
bull When it dictates conformity people are forced to a decision
Functional Consequences
bull When it increases the involvement of people
bull When it leads to growth
bull When relationships are clearly defined
bull When it provides an outlet for stress anxiety frustration anger
bull When it leads to cohesion within the group
Wilsonrsquos Method of Conflict Management
1 Evaluate interpersonally know and understand the conflict
2 Define interpersonally share feelings and perceptions publicly
3 Identify shared goals this may mean developing some ideas about both parties would like to have as a result
4 Generate possible resolutions develop a list of all possible ways the differences can be resolved
5 Weigh the resolutions against the goals find out how well each of the possible resolutions satisfy or meet the goal or goals generated in step 3
6 Select best solution identify which among the alternatives is the best most satisfying and agreeable one
7 Evaluate resolution when the resolution has been put into place or acted upon ascertain whether it had its intended effect
Conclusion Conflict Management
bull Individual worth and integrity remain intact or are preserved
bull Unreal assumptions are filtered out and replaced with reality centered and agreed upon ones
bull Goal setting becomes realistic and futuristic
bull Action steps for what was decided are clearlyoutlined and agreed upon
Hints for Conflict management
bull Focus on positive outcomes
bull One issue at a time
bull Review previous issues
bull Choose correct timing
bull Avoid inclusive words
bull Agree to disagree
bull Donrsquot insist on being right
THANK YOU
- CONFLICT MANAGEMENT
-
Conflict is constructive when it
bull Identifies and clarifies important issues
bull Solves problems
bull Results in ldquosomething for everyonerdquo
bull Causes authentic communication
bull Leads to sharing information
bull Encourages cooperation
bull Buildsstrengthens interpersonal skills
Conflict Manifestation
bullPhase Onendash Frustration
bull Phase Twondash Conceptualization of cause
bull Phase Threendash Behavior directed at cause
bull Phase Fourndash Outcome as a result of the behavior
Defensive Copingbull Assumes that the problem is caused by the other person
bull Develops a private diagnosis and solution
bull Tries to get other person to change by using
bull logic indirect influence or critique
bull If other person resists that confirms 1
bull Responds to resistance through intensifying pressure protecting or rejecting the other person
bull If efforts are unsuccessful itrsquos the other personrsquos fault
Going Beyond Defensive Coping
bull Begin with communication
bull Focus on active listening techniques
bull Separate the problem from the person
bull Use ldquoIrdquo statements
Conflict Resolution
Phases of Conflict Management
bull Collect data know the cause and remain objective
bull Probe ask open-ended questions and listen actively
bull Save face work toward a winwin result
bull Common interests redefine the conflict
bull Reinforce give support to common ideas
bull Negotiate suggest partial solutions or compromises
bull Solidify adjustments review agreementsresolutions
How Do You Cope With Conflict
Five strategies exist for coping with conflict
bull Avoidance
bull Competition
bull Accommodation
bull Compromise
bull Collaboration
Five Modes for Handling Conflict
bull Avoidance steering clear of and denying the existence of the conflict and disagreement
bull Accommodate letting the other person decide totally what the resolve is to be
bull Compete aggressively pursuing ways to win from my own perspective
bull Compromise looking after both parties interests
bull Collaborate assertively looking after my interests but equally concerned with the interests of the other person
Coping With Conflict
Avoidance
Most preferred strategy during initial stages
bull Individuals fail to address the conflict -Nothing to lose -Lack of time -Inappropriate time or place -Individuals are angry -Emotional involvement
bull Postponing a resolution hinders group progress
Competition
A power-oriented strategy
bull One party pursues hisher own concerns- Results in one winner and one loser- Usually based on limited resources-The resolution decreases cooperation within the group
bull Competition should be based on whether winning the conflict is beneficial to individuals or the group
Accommodation
A strategy for resolving immediate needs
bull Contains an element of self-sacrifice - The issue is more important to the other party - You discover that you were wrong - Preserving harmony is important
bull Accommodation emphasizes common interests and deemphasizes differences in the group
Compromise
A strategy for finding an expedient solution
bull Resolution is mutually acceptable for all parties - A temporary settlement for complex issues - Group goals outweigh assertive strategies - Individuals of equal status are equally committed
bull Compromise works towards partially satisfying both parties but each party must honor the resolution for continued satisfaction
Collaboration
A strategy that fully satisfies both parties
bull Encourages teamwork and cooperation - There must be a high level of trust - A need to gain commitment from others - A need to work through hard feelings
bull The best decisions are made with collaboration giventhe presence of trust respect and communicationamong group members
Three Assumptions in Disagreement
bull Lose-Lose everyone loses when people try to work out their disagreements
bull Win-Lose someone wins and someone loses the best that can be hoped for in disagreements
bull Win-Win everyone can win
High
Low
High
You
Others
LoseLose
Win WinWin Lose
Lose Win
Outcome of Conflict
AS
SE
RT
IVE
NE
SS
COOPERATIVENESS
Compete Collaborate
Avoid Accommodate
Compromise
Low
High
High
Modes of Handling Conflict
Dysfunctional Consequences
bullWhen it keeps people from getting work done
bull When it threatens the relationship destroys confidence and trust
bull When it becomes personal feelings are hurt
bull When it dictates conformity people are forced to a decision
Functional Consequences
bull When it increases the involvement of people
bull When it leads to growth
bull When relationships are clearly defined
bull When it provides an outlet for stress anxiety frustration anger
bull When it leads to cohesion within the group
Wilsonrsquos Method of Conflict Management
1 Evaluate interpersonally know and understand the conflict
2 Define interpersonally share feelings and perceptions publicly
3 Identify shared goals this may mean developing some ideas about both parties would like to have as a result
4 Generate possible resolutions develop a list of all possible ways the differences can be resolved
5 Weigh the resolutions against the goals find out how well each of the possible resolutions satisfy or meet the goal or goals generated in step 3
6 Select best solution identify which among the alternatives is the best most satisfying and agreeable one
7 Evaluate resolution when the resolution has been put into place or acted upon ascertain whether it had its intended effect
Conclusion Conflict Management
bull Individual worth and integrity remain intact or are preserved
bull Unreal assumptions are filtered out and replaced with reality centered and agreed upon ones
bull Goal setting becomes realistic and futuristic
bull Action steps for what was decided are clearlyoutlined and agreed upon
Hints for Conflict management
bull Focus on positive outcomes
bull One issue at a time
bull Review previous issues
bull Choose correct timing
bull Avoid inclusive words
bull Agree to disagree
bull Donrsquot insist on being right
THANK YOU
- CONFLICT MANAGEMENT
-
Conflict Manifestation
bullPhase Onendash Frustration
bull Phase Twondash Conceptualization of cause
bull Phase Threendash Behavior directed at cause
bull Phase Fourndash Outcome as a result of the behavior
Defensive Copingbull Assumes that the problem is caused by the other person
bull Develops a private diagnosis and solution
bull Tries to get other person to change by using
bull logic indirect influence or critique
bull If other person resists that confirms 1
bull Responds to resistance through intensifying pressure protecting or rejecting the other person
bull If efforts are unsuccessful itrsquos the other personrsquos fault
Going Beyond Defensive Coping
bull Begin with communication
bull Focus on active listening techniques
bull Separate the problem from the person
bull Use ldquoIrdquo statements
Conflict Resolution
Phases of Conflict Management
bull Collect data know the cause and remain objective
bull Probe ask open-ended questions and listen actively
bull Save face work toward a winwin result
bull Common interests redefine the conflict
bull Reinforce give support to common ideas
bull Negotiate suggest partial solutions or compromises
bull Solidify adjustments review agreementsresolutions
How Do You Cope With Conflict
Five strategies exist for coping with conflict
bull Avoidance
bull Competition
bull Accommodation
bull Compromise
bull Collaboration
Five Modes for Handling Conflict
bull Avoidance steering clear of and denying the existence of the conflict and disagreement
bull Accommodate letting the other person decide totally what the resolve is to be
bull Compete aggressively pursuing ways to win from my own perspective
bull Compromise looking after both parties interests
bull Collaborate assertively looking after my interests but equally concerned with the interests of the other person
Coping With Conflict
Avoidance
Most preferred strategy during initial stages
bull Individuals fail to address the conflict -Nothing to lose -Lack of time -Inappropriate time or place -Individuals are angry -Emotional involvement
bull Postponing a resolution hinders group progress
Competition
A power-oriented strategy
bull One party pursues hisher own concerns- Results in one winner and one loser- Usually based on limited resources-The resolution decreases cooperation within the group
bull Competition should be based on whether winning the conflict is beneficial to individuals or the group
Accommodation
A strategy for resolving immediate needs
bull Contains an element of self-sacrifice - The issue is more important to the other party - You discover that you were wrong - Preserving harmony is important
bull Accommodation emphasizes common interests and deemphasizes differences in the group
Compromise
A strategy for finding an expedient solution
bull Resolution is mutually acceptable for all parties - A temporary settlement for complex issues - Group goals outweigh assertive strategies - Individuals of equal status are equally committed
bull Compromise works towards partially satisfying both parties but each party must honor the resolution for continued satisfaction
Collaboration
A strategy that fully satisfies both parties
bull Encourages teamwork and cooperation - There must be a high level of trust - A need to gain commitment from others - A need to work through hard feelings
bull The best decisions are made with collaboration giventhe presence of trust respect and communicationamong group members
Three Assumptions in Disagreement
bull Lose-Lose everyone loses when people try to work out their disagreements
bull Win-Lose someone wins and someone loses the best that can be hoped for in disagreements
bull Win-Win everyone can win
High
Low
High
You
Others
LoseLose
Win WinWin Lose
Lose Win
Outcome of Conflict
AS
SE
RT
IVE
NE
SS
COOPERATIVENESS
Compete Collaborate
Avoid Accommodate
Compromise
Low
High
High
Modes of Handling Conflict
Dysfunctional Consequences
bullWhen it keeps people from getting work done
bull When it threatens the relationship destroys confidence and trust
bull When it becomes personal feelings are hurt
bull When it dictates conformity people are forced to a decision
Functional Consequences
bull When it increases the involvement of people
bull When it leads to growth
bull When relationships are clearly defined
bull When it provides an outlet for stress anxiety frustration anger
bull When it leads to cohesion within the group
Wilsonrsquos Method of Conflict Management
1 Evaluate interpersonally know and understand the conflict
2 Define interpersonally share feelings and perceptions publicly
3 Identify shared goals this may mean developing some ideas about both parties would like to have as a result
4 Generate possible resolutions develop a list of all possible ways the differences can be resolved
5 Weigh the resolutions against the goals find out how well each of the possible resolutions satisfy or meet the goal or goals generated in step 3
6 Select best solution identify which among the alternatives is the best most satisfying and agreeable one
7 Evaluate resolution when the resolution has been put into place or acted upon ascertain whether it had its intended effect
Conclusion Conflict Management
bull Individual worth and integrity remain intact or are preserved
bull Unreal assumptions are filtered out and replaced with reality centered and agreed upon ones
bull Goal setting becomes realistic and futuristic
bull Action steps for what was decided are clearlyoutlined and agreed upon
Hints for Conflict management
bull Focus on positive outcomes
bull One issue at a time
bull Review previous issues
bull Choose correct timing
bull Avoid inclusive words
bull Agree to disagree
bull Donrsquot insist on being right
THANK YOU
- CONFLICT MANAGEMENT
-
Defensive Copingbull Assumes that the problem is caused by the other person
bull Develops a private diagnosis and solution
bull Tries to get other person to change by using
bull logic indirect influence or critique
bull If other person resists that confirms 1
bull Responds to resistance through intensifying pressure protecting or rejecting the other person
bull If efforts are unsuccessful itrsquos the other personrsquos fault
Going Beyond Defensive Coping
bull Begin with communication
bull Focus on active listening techniques
bull Separate the problem from the person
bull Use ldquoIrdquo statements
Conflict Resolution
Phases of Conflict Management
bull Collect data know the cause and remain objective
bull Probe ask open-ended questions and listen actively
bull Save face work toward a winwin result
bull Common interests redefine the conflict
bull Reinforce give support to common ideas
bull Negotiate suggest partial solutions or compromises
bull Solidify adjustments review agreementsresolutions
How Do You Cope With Conflict
Five strategies exist for coping with conflict
bull Avoidance
bull Competition
bull Accommodation
bull Compromise
bull Collaboration
Five Modes for Handling Conflict
bull Avoidance steering clear of and denying the existence of the conflict and disagreement
bull Accommodate letting the other person decide totally what the resolve is to be
bull Compete aggressively pursuing ways to win from my own perspective
bull Compromise looking after both parties interests
bull Collaborate assertively looking after my interests but equally concerned with the interests of the other person
Coping With Conflict
Avoidance
Most preferred strategy during initial stages
bull Individuals fail to address the conflict -Nothing to lose -Lack of time -Inappropriate time or place -Individuals are angry -Emotional involvement
bull Postponing a resolution hinders group progress
Competition
A power-oriented strategy
bull One party pursues hisher own concerns- Results in one winner and one loser- Usually based on limited resources-The resolution decreases cooperation within the group
bull Competition should be based on whether winning the conflict is beneficial to individuals or the group
Accommodation
A strategy for resolving immediate needs
bull Contains an element of self-sacrifice - The issue is more important to the other party - You discover that you were wrong - Preserving harmony is important
bull Accommodation emphasizes common interests and deemphasizes differences in the group
Compromise
A strategy for finding an expedient solution
bull Resolution is mutually acceptable for all parties - A temporary settlement for complex issues - Group goals outweigh assertive strategies - Individuals of equal status are equally committed
bull Compromise works towards partially satisfying both parties but each party must honor the resolution for continued satisfaction
Collaboration
A strategy that fully satisfies both parties
bull Encourages teamwork and cooperation - There must be a high level of trust - A need to gain commitment from others - A need to work through hard feelings
bull The best decisions are made with collaboration giventhe presence of trust respect and communicationamong group members
Three Assumptions in Disagreement
bull Lose-Lose everyone loses when people try to work out their disagreements
bull Win-Lose someone wins and someone loses the best that can be hoped for in disagreements
bull Win-Win everyone can win
High
Low
High
You
Others
LoseLose
Win WinWin Lose
Lose Win
Outcome of Conflict
AS
SE
RT
IVE
NE
SS
COOPERATIVENESS
Compete Collaborate
Avoid Accommodate
Compromise
Low
High
High
Modes of Handling Conflict
Dysfunctional Consequences
bullWhen it keeps people from getting work done
bull When it threatens the relationship destroys confidence and trust
bull When it becomes personal feelings are hurt
bull When it dictates conformity people are forced to a decision
Functional Consequences
bull When it increases the involvement of people
bull When it leads to growth
bull When relationships are clearly defined
bull When it provides an outlet for stress anxiety frustration anger
bull When it leads to cohesion within the group
Wilsonrsquos Method of Conflict Management
1 Evaluate interpersonally know and understand the conflict
2 Define interpersonally share feelings and perceptions publicly
3 Identify shared goals this may mean developing some ideas about both parties would like to have as a result
4 Generate possible resolutions develop a list of all possible ways the differences can be resolved
5 Weigh the resolutions against the goals find out how well each of the possible resolutions satisfy or meet the goal or goals generated in step 3
6 Select best solution identify which among the alternatives is the best most satisfying and agreeable one
7 Evaluate resolution when the resolution has been put into place or acted upon ascertain whether it had its intended effect
Conclusion Conflict Management
bull Individual worth and integrity remain intact or are preserved
bull Unreal assumptions are filtered out and replaced with reality centered and agreed upon ones
bull Goal setting becomes realistic and futuristic
bull Action steps for what was decided are clearlyoutlined and agreed upon
Hints for Conflict management
bull Focus on positive outcomes
bull One issue at a time
bull Review previous issues
bull Choose correct timing
bull Avoid inclusive words
bull Agree to disagree
bull Donrsquot insist on being right
THANK YOU
- CONFLICT MANAGEMENT
-
Going Beyond Defensive Coping
bull Begin with communication
bull Focus on active listening techniques
bull Separate the problem from the person
bull Use ldquoIrdquo statements
Conflict Resolution
Phases of Conflict Management
bull Collect data know the cause and remain objective
bull Probe ask open-ended questions and listen actively
bull Save face work toward a winwin result
bull Common interests redefine the conflict
bull Reinforce give support to common ideas
bull Negotiate suggest partial solutions or compromises
bull Solidify adjustments review agreementsresolutions
How Do You Cope With Conflict
Five strategies exist for coping with conflict
bull Avoidance
bull Competition
bull Accommodation
bull Compromise
bull Collaboration
Five Modes for Handling Conflict
bull Avoidance steering clear of and denying the existence of the conflict and disagreement
bull Accommodate letting the other person decide totally what the resolve is to be
bull Compete aggressively pursuing ways to win from my own perspective
bull Compromise looking after both parties interests
bull Collaborate assertively looking after my interests but equally concerned with the interests of the other person
Coping With Conflict
Avoidance
Most preferred strategy during initial stages
bull Individuals fail to address the conflict -Nothing to lose -Lack of time -Inappropriate time or place -Individuals are angry -Emotional involvement
bull Postponing a resolution hinders group progress
Competition
A power-oriented strategy
bull One party pursues hisher own concerns- Results in one winner and one loser- Usually based on limited resources-The resolution decreases cooperation within the group
bull Competition should be based on whether winning the conflict is beneficial to individuals or the group
Accommodation
A strategy for resolving immediate needs
bull Contains an element of self-sacrifice - The issue is more important to the other party - You discover that you were wrong - Preserving harmony is important
bull Accommodation emphasizes common interests and deemphasizes differences in the group
Compromise
A strategy for finding an expedient solution
bull Resolution is mutually acceptable for all parties - A temporary settlement for complex issues - Group goals outweigh assertive strategies - Individuals of equal status are equally committed
bull Compromise works towards partially satisfying both parties but each party must honor the resolution for continued satisfaction
Collaboration
A strategy that fully satisfies both parties
bull Encourages teamwork and cooperation - There must be a high level of trust - A need to gain commitment from others - A need to work through hard feelings
bull The best decisions are made with collaboration giventhe presence of trust respect and communicationamong group members
Three Assumptions in Disagreement
bull Lose-Lose everyone loses when people try to work out their disagreements
bull Win-Lose someone wins and someone loses the best that can be hoped for in disagreements
bull Win-Win everyone can win
High
Low
High
You
Others
LoseLose
Win WinWin Lose
Lose Win
Outcome of Conflict
AS
SE
RT
IVE
NE
SS
COOPERATIVENESS
Compete Collaborate
Avoid Accommodate
Compromise
Low
High
High
Modes of Handling Conflict
Dysfunctional Consequences
bullWhen it keeps people from getting work done
bull When it threatens the relationship destroys confidence and trust
bull When it becomes personal feelings are hurt
bull When it dictates conformity people are forced to a decision
Functional Consequences
bull When it increases the involvement of people
bull When it leads to growth
bull When relationships are clearly defined
bull When it provides an outlet for stress anxiety frustration anger
bull When it leads to cohesion within the group
Wilsonrsquos Method of Conflict Management
1 Evaluate interpersonally know and understand the conflict
2 Define interpersonally share feelings and perceptions publicly
3 Identify shared goals this may mean developing some ideas about both parties would like to have as a result
4 Generate possible resolutions develop a list of all possible ways the differences can be resolved
5 Weigh the resolutions against the goals find out how well each of the possible resolutions satisfy or meet the goal or goals generated in step 3
6 Select best solution identify which among the alternatives is the best most satisfying and agreeable one
7 Evaluate resolution when the resolution has been put into place or acted upon ascertain whether it had its intended effect
Conclusion Conflict Management
bull Individual worth and integrity remain intact or are preserved
bull Unreal assumptions are filtered out and replaced with reality centered and agreed upon ones
bull Goal setting becomes realistic and futuristic
bull Action steps for what was decided are clearlyoutlined and agreed upon
Hints for Conflict management
bull Focus on positive outcomes
bull One issue at a time
bull Review previous issues
bull Choose correct timing
bull Avoid inclusive words
bull Agree to disagree
bull Donrsquot insist on being right
THANK YOU
- CONFLICT MANAGEMENT
-
Conflict Resolution
Phases of Conflict Management
bull Collect data know the cause and remain objective
bull Probe ask open-ended questions and listen actively
bull Save face work toward a winwin result
bull Common interests redefine the conflict
bull Reinforce give support to common ideas
bull Negotiate suggest partial solutions or compromises
bull Solidify adjustments review agreementsresolutions
How Do You Cope With Conflict
Five strategies exist for coping with conflict
bull Avoidance
bull Competition
bull Accommodation
bull Compromise
bull Collaboration
Five Modes for Handling Conflict
bull Avoidance steering clear of and denying the existence of the conflict and disagreement
bull Accommodate letting the other person decide totally what the resolve is to be
bull Compete aggressively pursuing ways to win from my own perspective
bull Compromise looking after both parties interests
bull Collaborate assertively looking after my interests but equally concerned with the interests of the other person
Coping With Conflict
Avoidance
Most preferred strategy during initial stages
bull Individuals fail to address the conflict -Nothing to lose -Lack of time -Inappropriate time or place -Individuals are angry -Emotional involvement
bull Postponing a resolution hinders group progress
Competition
A power-oriented strategy
bull One party pursues hisher own concerns- Results in one winner and one loser- Usually based on limited resources-The resolution decreases cooperation within the group
bull Competition should be based on whether winning the conflict is beneficial to individuals or the group
Accommodation
A strategy for resolving immediate needs
bull Contains an element of self-sacrifice - The issue is more important to the other party - You discover that you were wrong - Preserving harmony is important
bull Accommodation emphasizes common interests and deemphasizes differences in the group
Compromise
A strategy for finding an expedient solution
bull Resolution is mutually acceptable for all parties - A temporary settlement for complex issues - Group goals outweigh assertive strategies - Individuals of equal status are equally committed
bull Compromise works towards partially satisfying both parties but each party must honor the resolution for continued satisfaction
Collaboration
A strategy that fully satisfies both parties
bull Encourages teamwork and cooperation - There must be a high level of trust - A need to gain commitment from others - A need to work through hard feelings
bull The best decisions are made with collaboration giventhe presence of trust respect and communicationamong group members
Three Assumptions in Disagreement
bull Lose-Lose everyone loses when people try to work out their disagreements
bull Win-Lose someone wins and someone loses the best that can be hoped for in disagreements
bull Win-Win everyone can win
High
Low
High
You
Others
LoseLose
Win WinWin Lose
Lose Win
Outcome of Conflict
AS
SE
RT
IVE
NE
SS
COOPERATIVENESS
Compete Collaborate
Avoid Accommodate
Compromise
Low
High
High
Modes of Handling Conflict
Dysfunctional Consequences
bullWhen it keeps people from getting work done
bull When it threatens the relationship destroys confidence and trust
bull When it becomes personal feelings are hurt
bull When it dictates conformity people are forced to a decision
Functional Consequences
bull When it increases the involvement of people
bull When it leads to growth
bull When relationships are clearly defined
bull When it provides an outlet for stress anxiety frustration anger
bull When it leads to cohesion within the group
Wilsonrsquos Method of Conflict Management
1 Evaluate interpersonally know and understand the conflict
2 Define interpersonally share feelings and perceptions publicly
3 Identify shared goals this may mean developing some ideas about both parties would like to have as a result
4 Generate possible resolutions develop a list of all possible ways the differences can be resolved
5 Weigh the resolutions against the goals find out how well each of the possible resolutions satisfy or meet the goal or goals generated in step 3
6 Select best solution identify which among the alternatives is the best most satisfying and agreeable one
7 Evaluate resolution when the resolution has been put into place or acted upon ascertain whether it had its intended effect
Conclusion Conflict Management
bull Individual worth and integrity remain intact or are preserved
bull Unreal assumptions are filtered out and replaced with reality centered and agreed upon ones
bull Goal setting becomes realistic and futuristic
bull Action steps for what was decided are clearlyoutlined and agreed upon
Hints for Conflict management
bull Focus on positive outcomes
bull One issue at a time
bull Review previous issues
bull Choose correct timing
bull Avoid inclusive words
bull Agree to disagree
bull Donrsquot insist on being right
THANK YOU
- CONFLICT MANAGEMENT
-
Phases of Conflict Management
bull Collect data know the cause and remain objective
bull Probe ask open-ended questions and listen actively
bull Save face work toward a winwin result
bull Common interests redefine the conflict
bull Reinforce give support to common ideas
bull Negotiate suggest partial solutions or compromises
bull Solidify adjustments review agreementsresolutions
How Do You Cope With Conflict
Five strategies exist for coping with conflict
bull Avoidance
bull Competition
bull Accommodation
bull Compromise
bull Collaboration
Five Modes for Handling Conflict
bull Avoidance steering clear of and denying the existence of the conflict and disagreement
bull Accommodate letting the other person decide totally what the resolve is to be
bull Compete aggressively pursuing ways to win from my own perspective
bull Compromise looking after both parties interests
bull Collaborate assertively looking after my interests but equally concerned with the interests of the other person
Coping With Conflict
Avoidance
Most preferred strategy during initial stages
bull Individuals fail to address the conflict -Nothing to lose -Lack of time -Inappropriate time or place -Individuals are angry -Emotional involvement
bull Postponing a resolution hinders group progress
Competition
A power-oriented strategy
bull One party pursues hisher own concerns- Results in one winner and one loser- Usually based on limited resources-The resolution decreases cooperation within the group
bull Competition should be based on whether winning the conflict is beneficial to individuals or the group
Accommodation
A strategy for resolving immediate needs
bull Contains an element of self-sacrifice - The issue is more important to the other party - You discover that you were wrong - Preserving harmony is important
bull Accommodation emphasizes common interests and deemphasizes differences in the group
Compromise
A strategy for finding an expedient solution
bull Resolution is mutually acceptable for all parties - A temporary settlement for complex issues - Group goals outweigh assertive strategies - Individuals of equal status are equally committed
bull Compromise works towards partially satisfying both parties but each party must honor the resolution for continued satisfaction
Collaboration
A strategy that fully satisfies both parties
bull Encourages teamwork and cooperation - There must be a high level of trust - A need to gain commitment from others - A need to work through hard feelings
bull The best decisions are made with collaboration giventhe presence of trust respect and communicationamong group members
Three Assumptions in Disagreement
bull Lose-Lose everyone loses when people try to work out their disagreements
bull Win-Lose someone wins and someone loses the best that can be hoped for in disagreements
bull Win-Win everyone can win
High
Low
High
You
Others
LoseLose
Win WinWin Lose
Lose Win
Outcome of Conflict
AS
SE
RT
IVE
NE
SS
COOPERATIVENESS
Compete Collaborate
Avoid Accommodate
Compromise
Low
High
High
Modes of Handling Conflict
Dysfunctional Consequences
bullWhen it keeps people from getting work done
bull When it threatens the relationship destroys confidence and trust
bull When it becomes personal feelings are hurt
bull When it dictates conformity people are forced to a decision
Functional Consequences
bull When it increases the involvement of people
bull When it leads to growth
bull When relationships are clearly defined
bull When it provides an outlet for stress anxiety frustration anger
bull When it leads to cohesion within the group
Wilsonrsquos Method of Conflict Management
1 Evaluate interpersonally know and understand the conflict
2 Define interpersonally share feelings and perceptions publicly
3 Identify shared goals this may mean developing some ideas about both parties would like to have as a result
4 Generate possible resolutions develop a list of all possible ways the differences can be resolved
5 Weigh the resolutions against the goals find out how well each of the possible resolutions satisfy or meet the goal or goals generated in step 3
6 Select best solution identify which among the alternatives is the best most satisfying and agreeable one
7 Evaluate resolution when the resolution has been put into place or acted upon ascertain whether it had its intended effect
Conclusion Conflict Management
bull Individual worth and integrity remain intact or are preserved
bull Unreal assumptions are filtered out and replaced with reality centered and agreed upon ones
bull Goal setting becomes realistic and futuristic
bull Action steps for what was decided are clearlyoutlined and agreed upon
Hints for Conflict management
bull Focus on positive outcomes
bull One issue at a time
bull Review previous issues
bull Choose correct timing
bull Avoid inclusive words
bull Agree to disagree
bull Donrsquot insist on being right
THANK YOU
- CONFLICT MANAGEMENT
-
How Do You Cope With Conflict
Five strategies exist for coping with conflict
bull Avoidance
bull Competition
bull Accommodation
bull Compromise
bull Collaboration
Five Modes for Handling Conflict
bull Avoidance steering clear of and denying the existence of the conflict and disagreement
bull Accommodate letting the other person decide totally what the resolve is to be
bull Compete aggressively pursuing ways to win from my own perspective
bull Compromise looking after both parties interests
bull Collaborate assertively looking after my interests but equally concerned with the interests of the other person
Coping With Conflict
Avoidance
Most preferred strategy during initial stages
bull Individuals fail to address the conflict -Nothing to lose -Lack of time -Inappropriate time or place -Individuals are angry -Emotional involvement
bull Postponing a resolution hinders group progress
Competition
A power-oriented strategy
bull One party pursues hisher own concerns- Results in one winner and one loser- Usually based on limited resources-The resolution decreases cooperation within the group
bull Competition should be based on whether winning the conflict is beneficial to individuals or the group
Accommodation
A strategy for resolving immediate needs
bull Contains an element of self-sacrifice - The issue is more important to the other party - You discover that you were wrong - Preserving harmony is important
bull Accommodation emphasizes common interests and deemphasizes differences in the group
Compromise
A strategy for finding an expedient solution
bull Resolution is mutually acceptable for all parties - A temporary settlement for complex issues - Group goals outweigh assertive strategies - Individuals of equal status are equally committed
bull Compromise works towards partially satisfying both parties but each party must honor the resolution for continued satisfaction
Collaboration
A strategy that fully satisfies both parties
bull Encourages teamwork and cooperation - There must be a high level of trust - A need to gain commitment from others - A need to work through hard feelings
bull The best decisions are made with collaboration giventhe presence of trust respect and communicationamong group members
Three Assumptions in Disagreement
bull Lose-Lose everyone loses when people try to work out their disagreements
bull Win-Lose someone wins and someone loses the best that can be hoped for in disagreements
bull Win-Win everyone can win
High
Low
High
You
Others
LoseLose
Win WinWin Lose
Lose Win
Outcome of Conflict
AS
SE
RT
IVE
NE
SS
COOPERATIVENESS
Compete Collaborate
Avoid Accommodate
Compromise
Low
High
High
Modes of Handling Conflict
Dysfunctional Consequences
bullWhen it keeps people from getting work done
bull When it threatens the relationship destroys confidence and trust
bull When it becomes personal feelings are hurt
bull When it dictates conformity people are forced to a decision
Functional Consequences
bull When it increases the involvement of people
bull When it leads to growth
bull When relationships are clearly defined
bull When it provides an outlet for stress anxiety frustration anger
bull When it leads to cohesion within the group
Wilsonrsquos Method of Conflict Management
1 Evaluate interpersonally know and understand the conflict
2 Define interpersonally share feelings and perceptions publicly
3 Identify shared goals this may mean developing some ideas about both parties would like to have as a result
4 Generate possible resolutions develop a list of all possible ways the differences can be resolved
5 Weigh the resolutions against the goals find out how well each of the possible resolutions satisfy or meet the goal or goals generated in step 3
6 Select best solution identify which among the alternatives is the best most satisfying and agreeable one
7 Evaluate resolution when the resolution has been put into place or acted upon ascertain whether it had its intended effect
Conclusion Conflict Management
bull Individual worth and integrity remain intact or are preserved
bull Unreal assumptions are filtered out and replaced with reality centered and agreed upon ones
bull Goal setting becomes realistic and futuristic
bull Action steps for what was decided are clearlyoutlined and agreed upon
Hints for Conflict management
bull Focus on positive outcomes
bull One issue at a time
bull Review previous issues
bull Choose correct timing
bull Avoid inclusive words
bull Agree to disagree
bull Donrsquot insist on being right
THANK YOU
- CONFLICT MANAGEMENT
-
Five Modes for Handling Conflict
bull Avoidance steering clear of and denying the existence of the conflict and disagreement
bull Accommodate letting the other person decide totally what the resolve is to be
bull Compete aggressively pursuing ways to win from my own perspective
bull Compromise looking after both parties interests
bull Collaborate assertively looking after my interests but equally concerned with the interests of the other person
Coping With Conflict
Avoidance
Most preferred strategy during initial stages
bull Individuals fail to address the conflict -Nothing to lose -Lack of time -Inappropriate time or place -Individuals are angry -Emotional involvement
bull Postponing a resolution hinders group progress
Competition
A power-oriented strategy
bull One party pursues hisher own concerns- Results in one winner and one loser- Usually based on limited resources-The resolution decreases cooperation within the group
bull Competition should be based on whether winning the conflict is beneficial to individuals or the group
Accommodation
A strategy for resolving immediate needs
bull Contains an element of self-sacrifice - The issue is more important to the other party - You discover that you were wrong - Preserving harmony is important
bull Accommodation emphasizes common interests and deemphasizes differences in the group
Compromise
A strategy for finding an expedient solution
bull Resolution is mutually acceptable for all parties - A temporary settlement for complex issues - Group goals outweigh assertive strategies - Individuals of equal status are equally committed
bull Compromise works towards partially satisfying both parties but each party must honor the resolution for continued satisfaction
Collaboration
A strategy that fully satisfies both parties
bull Encourages teamwork and cooperation - There must be a high level of trust - A need to gain commitment from others - A need to work through hard feelings
bull The best decisions are made with collaboration giventhe presence of trust respect and communicationamong group members
Three Assumptions in Disagreement
bull Lose-Lose everyone loses when people try to work out their disagreements
bull Win-Lose someone wins and someone loses the best that can be hoped for in disagreements
bull Win-Win everyone can win
High
Low
High
You
Others
LoseLose
Win WinWin Lose
Lose Win
Outcome of Conflict
AS
SE
RT
IVE
NE
SS
COOPERATIVENESS
Compete Collaborate
Avoid Accommodate
Compromise
Low
High
High
Modes of Handling Conflict
Dysfunctional Consequences
bullWhen it keeps people from getting work done
bull When it threatens the relationship destroys confidence and trust
bull When it becomes personal feelings are hurt
bull When it dictates conformity people are forced to a decision
Functional Consequences
bull When it increases the involvement of people
bull When it leads to growth
bull When relationships are clearly defined
bull When it provides an outlet for stress anxiety frustration anger
bull When it leads to cohesion within the group
Wilsonrsquos Method of Conflict Management
1 Evaluate interpersonally know and understand the conflict
2 Define interpersonally share feelings and perceptions publicly
3 Identify shared goals this may mean developing some ideas about both parties would like to have as a result
4 Generate possible resolutions develop a list of all possible ways the differences can be resolved
5 Weigh the resolutions against the goals find out how well each of the possible resolutions satisfy or meet the goal or goals generated in step 3
6 Select best solution identify which among the alternatives is the best most satisfying and agreeable one
7 Evaluate resolution when the resolution has been put into place or acted upon ascertain whether it had its intended effect
Conclusion Conflict Management
bull Individual worth and integrity remain intact or are preserved
bull Unreal assumptions are filtered out and replaced with reality centered and agreed upon ones
bull Goal setting becomes realistic and futuristic
bull Action steps for what was decided are clearlyoutlined and agreed upon
Hints for Conflict management
bull Focus on positive outcomes
bull One issue at a time
bull Review previous issues
bull Choose correct timing
bull Avoid inclusive words
bull Agree to disagree
bull Donrsquot insist on being right
THANK YOU
- CONFLICT MANAGEMENT
-
Coping With Conflict
Avoidance
Most preferred strategy during initial stages
bull Individuals fail to address the conflict -Nothing to lose -Lack of time -Inappropriate time or place -Individuals are angry -Emotional involvement
bull Postponing a resolution hinders group progress
Competition
A power-oriented strategy
bull One party pursues hisher own concerns- Results in one winner and one loser- Usually based on limited resources-The resolution decreases cooperation within the group
bull Competition should be based on whether winning the conflict is beneficial to individuals or the group
Accommodation
A strategy for resolving immediate needs
bull Contains an element of self-sacrifice - The issue is more important to the other party - You discover that you were wrong - Preserving harmony is important
bull Accommodation emphasizes common interests and deemphasizes differences in the group
Compromise
A strategy for finding an expedient solution
bull Resolution is mutually acceptable for all parties - A temporary settlement for complex issues - Group goals outweigh assertive strategies - Individuals of equal status are equally committed
bull Compromise works towards partially satisfying both parties but each party must honor the resolution for continued satisfaction
Collaboration
A strategy that fully satisfies both parties
bull Encourages teamwork and cooperation - There must be a high level of trust - A need to gain commitment from others - A need to work through hard feelings
bull The best decisions are made with collaboration giventhe presence of trust respect and communicationamong group members
Three Assumptions in Disagreement
bull Lose-Lose everyone loses when people try to work out their disagreements
bull Win-Lose someone wins and someone loses the best that can be hoped for in disagreements
bull Win-Win everyone can win
High
Low
High
You
Others
LoseLose
Win WinWin Lose
Lose Win
Outcome of Conflict
AS
SE
RT
IVE
NE
SS
COOPERATIVENESS
Compete Collaborate
Avoid Accommodate
Compromise
Low
High
High
Modes of Handling Conflict
Dysfunctional Consequences
bullWhen it keeps people from getting work done
bull When it threatens the relationship destroys confidence and trust
bull When it becomes personal feelings are hurt
bull When it dictates conformity people are forced to a decision
Functional Consequences
bull When it increases the involvement of people
bull When it leads to growth
bull When relationships are clearly defined
bull When it provides an outlet for stress anxiety frustration anger
bull When it leads to cohesion within the group
Wilsonrsquos Method of Conflict Management
1 Evaluate interpersonally know and understand the conflict
2 Define interpersonally share feelings and perceptions publicly
3 Identify shared goals this may mean developing some ideas about both parties would like to have as a result
4 Generate possible resolutions develop a list of all possible ways the differences can be resolved
5 Weigh the resolutions against the goals find out how well each of the possible resolutions satisfy or meet the goal or goals generated in step 3
6 Select best solution identify which among the alternatives is the best most satisfying and agreeable one
7 Evaluate resolution when the resolution has been put into place or acted upon ascertain whether it had its intended effect
Conclusion Conflict Management
bull Individual worth and integrity remain intact or are preserved
bull Unreal assumptions are filtered out and replaced with reality centered and agreed upon ones
bull Goal setting becomes realistic and futuristic
bull Action steps for what was decided are clearlyoutlined and agreed upon
Hints for Conflict management
bull Focus on positive outcomes
bull One issue at a time
bull Review previous issues
bull Choose correct timing
bull Avoid inclusive words
bull Agree to disagree
bull Donrsquot insist on being right
THANK YOU
- CONFLICT MANAGEMENT
-
Competition
A power-oriented strategy
bull One party pursues hisher own concerns- Results in one winner and one loser- Usually based on limited resources-The resolution decreases cooperation within the group
bull Competition should be based on whether winning the conflict is beneficial to individuals or the group
Accommodation
A strategy for resolving immediate needs
bull Contains an element of self-sacrifice - The issue is more important to the other party - You discover that you were wrong - Preserving harmony is important
bull Accommodation emphasizes common interests and deemphasizes differences in the group
Compromise
A strategy for finding an expedient solution
bull Resolution is mutually acceptable for all parties - A temporary settlement for complex issues - Group goals outweigh assertive strategies - Individuals of equal status are equally committed
bull Compromise works towards partially satisfying both parties but each party must honor the resolution for continued satisfaction
Collaboration
A strategy that fully satisfies both parties
bull Encourages teamwork and cooperation - There must be a high level of trust - A need to gain commitment from others - A need to work through hard feelings
bull The best decisions are made with collaboration giventhe presence of trust respect and communicationamong group members
Three Assumptions in Disagreement
bull Lose-Lose everyone loses when people try to work out their disagreements
bull Win-Lose someone wins and someone loses the best that can be hoped for in disagreements
bull Win-Win everyone can win
High
Low
High
You
Others
LoseLose
Win WinWin Lose
Lose Win
Outcome of Conflict
AS
SE
RT
IVE
NE
SS
COOPERATIVENESS
Compete Collaborate
Avoid Accommodate
Compromise
Low
High
High
Modes of Handling Conflict
Dysfunctional Consequences
bullWhen it keeps people from getting work done
bull When it threatens the relationship destroys confidence and trust
bull When it becomes personal feelings are hurt
bull When it dictates conformity people are forced to a decision
Functional Consequences
bull When it increases the involvement of people
bull When it leads to growth
bull When relationships are clearly defined
bull When it provides an outlet for stress anxiety frustration anger
bull When it leads to cohesion within the group
Wilsonrsquos Method of Conflict Management
1 Evaluate interpersonally know and understand the conflict
2 Define interpersonally share feelings and perceptions publicly
3 Identify shared goals this may mean developing some ideas about both parties would like to have as a result
4 Generate possible resolutions develop a list of all possible ways the differences can be resolved
5 Weigh the resolutions against the goals find out how well each of the possible resolutions satisfy or meet the goal or goals generated in step 3
6 Select best solution identify which among the alternatives is the best most satisfying and agreeable one
7 Evaluate resolution when the resolution has been put into place or acted upon ascertain whether it had its intended effect
Conclusion Conflict Management
bull Individual worth and integrity remain intact or are preserved
bull Unreal assumptions are filtered out and replaced with reality centered and agreed upon ones
bull Goal setting becomes realistic and futuristic
bull Action steps for what was decided are clearlyoutlined and agreed upon
Hints for Conflict management
bull Focus on positive outcomes
bull One issue at a time
bull Review previous issues
bull Choose correct timing
bull Avoid inclusive words
bull Agree to disagree
bull Donrsquot insist on being right
THANK YOU
- CONFLICT MANAGEMENT
-
Accommodation
A strategy for resolving immediate needs
bull Contains an element of self-sacrifice - The issue is more important to the other party - You discover that you were wrong - Preserving harmony is important
bull Accommodation emphasizes common interests and deemphasizes differences in the group
Compromise
A strategy for finding an expedient solution
bull Resolution is mutually acceptable for all parties - A temporary settlement for complex issues - Group goals outweigh assertive strategies - Individuals of equal status are equally committed
bull Compromise works towards partially satisfying both parties but each party must honor the resolution for continued satisfaction
Collaboration
A strategy that fully satisfies both parties
bull Encourages teamwork and cooperation - There must be a high level of trust - A need to gain commitment from others - A need to work through hard feelings
bull The best decisions are made with collaboration giventhe presence of trust respect and communicationamong group members
Three Assumptions in Disagreement
bull Lose-Lose everyone loses when people try to work out their disagreements
bull Win-Lose someone wins and someone loses the best that can be hoped for in disagreements
bull Win-Win everyone can win
High
Low
High
You
Others
LoseLose
Win WinWin Lose
Lose Win
Outcome of Conflict
AS
SE
RT
IVE
NE
SS
COOPERATIVENESS
Compete Collaborate
Avoid Accommodate
Compromise
Low
High
High
Modes of Handling Conflict
Dysfunctional Consequences
bullWhen it keeps people from getting work done
bull When it threatens the relationship destroys confidence and trust
bull When it becomes personal feelings are hurt
bull When it dictates conformity people are forced to a decision
Functional Consequences
bull When it increases the involvement of people
bull When it leads to growth
bull When relationships are clearly defined
bull When it provides an outlet for stress anxiety frustration anger
bull When it leads to cohesion within the group
Wilsonrsquos Method of Conflict Management
1 Evaluate interpersonally know and understand the conflict
2 Define interpersonally share feelings and perceptions publicly
3 Identify shared goals this may mean developing some ideas about both parties would like to have as a result
4 Generate possible resolutions develop a list of all possible ways the differences can be resolved
5 Weigh the resolutions against the goals find out how well each of the possible resolutions satisfy or meet the goal or goals generated in step 3
6 Select best solution identify which among the alternatives is the best most satisfying and agreeable one
7 Evaluate resolution when the resolution has been put into place or acted upon ascertain whether it had its intended effect
Conclusion Conflict Management
bull Individual worth and integrity remain intact or are preserved
bull Unreal assumptions are filtered out and replaced with reality centered and agreed upon ones
bull Goal setting becomes realistic and futuristic
bull Action steps for what was decided are clearlyoutlined and agreed upon
Hints for Conflict management
bull Focus on positive outcomes
bull One issue at a time
bull Review previous issues
bull Choose correct timing
bull Avoid inclusive words
bull Agree to disagree
bull Donrsquot insist on being right
THANK YOU
- CONFLICT MANAGEMENT
-
Compromise
A strategy for finding an expedient solution
bull Resolution is mutually acceptable for all parties - A temporary settlement for complex issues - Group goals outweigh assertive strategies - Individuals of equal status are equally committed
bull Compromise works towards partially satisfying both parties but each party must honor the resolution for continued satisfaction
Collaboration
A strategy that fully satisfies both parties
bull Encourages teamwork and cooperation - There must be a high level of trust - A need to gain commitment from others - A need to work through hard feelings
bull The best decisions are made with collaboration giventhe presence of trust respect and communicationamong group members
Three Assumptions in Disagreement
bull Lose-Lose everyone loses when people try to work out their disagreements
bull Win-Lose someone wins and someone loses the best that can be hoped for in disagreements
bull Win-Win everyone can win
High
Low
High
You
Others
LoseLose
Win WinWin Lose
Lose Win
Outcome of Conflict
AS
SE
RT
IVE
NE
SS
COOPERATIVENESS
Compete Collaborate
Avoid Accommodate
Compromise
Low
High
High
Modes of Handling Conflict
Dysfunctional Consequences
bullWhen it keeps people from getting work done
bull When it threatens the relationship destroys confidence and trust
bull When it becomes personal feelings are hurt
bull When it dictates conformity people are forced to a decision
Functional Consequences
bull When it increases the involvement of people
bull When it leads to growth
bull When relationships are clearly defined
bull When it provides an outlet for stress anxiety frustration anger
bull When it leads to cohesion within the group
Wilsonrsquos Method of Conflict Management
1 Evaluate interpersonally know and understand the conflict
2 Define interpersonally share feelings and perceptions publicly
3 Identify shared goals this may mean developing some ideas about both parties would like to have as a result
4 Generate possible resolutions develop a list of all possible ways the differences can be resolved
5 Weigh the resolutions against the goals find out how well each of the possible resolutions satisfy or meet the goal or goals generated in step 3
6 Select best solution identify which among the alternatives is the best most satisfying and agreeable one
7 Evaluate resolution when the resolution has been put into place or acted upon ascertain whether it had its intended effect
Conclusion Conflict Management
bull Individual worth and integrity remain intact or are preserved
bull Unreal assumptions are filtered out and replaced with reality centered and agreed upon ones
bull Goal setting becomes realistic and futuristic
bull Action steps for what was decided are clearlyoutlined and agreed upon
Hints for Conflict management
bull Focus on positive outcomes
bull One issue at a time
bull Review previous issues
bull Choose correct timing
bull Avoid inclusive words
bull Agree to disagree
bull Donrsquot insist on being right
THANK YOU
- CONFLICT MANAGEMENT
-
Collaboration
A strategy that fully satisfies both parties
bull Encourages teamwork and cooperation - There must be a high level of trust - A need to gain commitment from others - A need to work through hard feelings
bull The best decisions are made with collaboration giventhe presence of trust respect and communicationamong group members
Three Assumptions in Disagreement
bull Lose-Lose everyone loses when people try to work out their disagreements
bull Win-Lose someone wins and someone loses the best that can be hoped for in disagreements
bull Win-Win everyone can win
High
Low
High
You
Others
LoseLose
Win WinWin Lose
Lose Win
Outcome of Conflict
AS
SE
RT
IVE
NE
SS
COOPERATIVENESS
Compete Collaborate
Avoid Accommodate
Compromise
Low
High
High
Modes of Handling Conflict
Dysfunctional Consequences
bullWhen it keeps people from getting work done
bull When it threatens the relationship destroys confidence and trust
bull When it becomes personal feelings are hurt
bull When it dictates conformity people are forced to a decision
Functional Consequences
bull When it increases the involvement of people
bull When it leads to growth
bull When relationships are clearly defined
bull When it provides an outlet for stress anxiety frustration anger
bull When it leads to cohesion within the group
Wilsonrsquos Method of Conflict Management
1 Evaluate interpersonally know and understand the conflict
2 Define interpersonally share feelings and perceptions publicly
3 Identify shared goals this may mean developing some ideas about both parties would like to have as a result
4 Generate possible resolutions develop a list of all possible ways the differences can be resolved
5 Weigh the resolutions against the goals find out how well each of the possible resolutions satisfy or meet the goal or goals generated in step 3
6 Select best solution identify which among the alternatives is the best most satisfying and agreeable one
7 Evaluate resolution when the resolution has been put into place or acted upon ascertain whether it had its intended effect
Conclusion Conflict Management
bull Individual worth and integrity remain intact or are preserved
bull Unreal assumptions are filtered out and replaced with reality centered and agreed upon ones
bull Goal setting becomes realistic and futuristic
bull Action steps for what was decided are clearlyoutlined and agreed upon
Hints for Conflict management
bull Focus on positive outcomes
bull One issue at a time
bull Review previous issues
bull Choose correct timing
bull Avoid inclusive words
bull Agree to disagree
bull Donrsquot insist on being right
THANK YOU
- CONFLICT MANAGEMENT
-
Three Assumptions in Disagreement
bull Lose-Lose everyone loses when people try to work out their disagreements
bull Win-Lose someone wins and someone loses the best that can be hoped for in disagreements
bull Win-Win everyone can win
High
Low
High
You
Others
LoseLose
Win WinWin Lose
Lose Win
Outcome of Conflict
AS
SE
RT
IVE
NE
SS
COOPERATIVENESS
Compete Collaborate
Avoid Accommodate
Compromise
Low
High
High
Modes of Handling Conflict
Dysfunctional Consequences
bullWhen it keeps people from getting work done
bull When it threatens the relationship destroys confidence and trust
bull When it becomes personal feelings are hurt
bull When it dictates conformity people are forced to a decision
Functional Consequences
bull When it increases the involvement of people
bull When it leads to growth
bull When relationships are clearly defined
bull When it provides an outlet for stress anxiety frustration anger
bull When it leads to cohesion within the group
Wilsonrsquos Method of Conflict Management
1 Evaluate interpersonally know and understand the conflict
2 Define interpersonally share feelings and perceptions publicly
3 Identify shared goals this may mean developing some ideas about both parties would like to have as a result
4 Generate possible resolutions develop a list of all possible ways the differences can be resolved
5 Weigh the resolutions against the goals find out how well each of the possible resolutions satisfy or meet the goal or goals generated in step 3
6 Select best solution identify which among the alternatives is the best most satisfying and agreeable one
7 Evaluate resolution when the resolution has been put into place or acted upon ascertain whether it had its intended effect
Conclusion Conflict Management
bull Individual worth and integrity remain intact or are preserved
bull Unreal assumptions are filtered out and replaced with reality centered and agreed upon ones
bull Goal setting becomes realistic and futuristic
bull Action steps for what was decided are clearlyoutlined and agreed upon
Hints for Conflict management
bull Focus on positive outcomes
bull One issue at a time
bull Review previous issues
bull Choose correct timing
bull Avoid inclusive words
bull Agree to disagree
bull Donrsquot insist on being right
THANK YOU
- CONFLICT MANAGEMENT
-
High
Low
High
You
Others
LoseLose
Win WinWin Lose
Lose Win
Outcome of Conflict
AS
SE
RT
IVE
NE
SS
COOPERATIVENESS
Compete Collaborate
Avoid Accommodate
Compromise
Low
High
High
Modes of Handling Conflict
Dysfunctional Consequences
bullWhen it keeps people from getting work done
bull When it threatens the relationship destroys confidence and trust
bull When it becomes personal feelings are hurt
bull When it dictates conformity people are forced to a decision
Functional Consequences
bull When it increases the involvement of people
bull When it leads to growth
bull When relationships are clearly defined
bull When it provides an outlet for stress anxiety frustration anger
bull When it leads to cohesion within the group
Wilsonrsquos Method of Conflict Management
1 Evaluate interpersonally know and understand the conflict
2 Define interpersonally share feelings and perceptions publicly
3 Identify shared goals this may mean developing some ideas about both parties would like to have as a result
4 Generate possible resolutions develop a list of all possible ways the differences can be resolved
5 Weigh the resolutions against the goals find out how well each of the possible resolutions satisfy or meet the goal or goals generated in step 3
6 Select best solution identify which among the alternatives is the best most satisfying and agreeable one
7 Evaluate resolution when the resolution has been put into place or acted upon ascertain whether it had its intended effect
Conclusion Conflict Management
bull Individual worth and integrity remain intact or are preserved
bull Unreal assumptions are filtered out and replaced with reality centered and agreed upon ones
bull Goal setting becomes realistic and futuristic
bull Action steps for what was decided are clearlyoutlined and agreed upon
Hints for Conflict management
bull Focus on positive outcomes
bull One issue at a time
bull Review previous issues
bull Choose correct timing
bull Avoid inclusive words
bull Agree to disagree
bull Donrsquot insist on being right
THANK YOU
- CONFLICT MANAGEMENT
-
AS
SE
RT
IVE
NE
SS
COOPERATIVENESS
Compete Collaborate
Avoid Accommodate
Compromise
Low
High
High
Modes of Handling Conflict
Dysfunctional Consequences
bullWhen it keeps people from getting work done
bull When it threatens the relationship destroys confidence and trust
bull When it becomes personal feelings are hurt
bull When it dictates conformity people are forced to a decision
Functional Consequences
bull When it increases the involvement of people
bull When it leads to growth
bull When relationships are clearly defined
bull When it provides an outlet for stress anxiety frustration anger
bull When it leads to cohesion within the group
Wilsonrsquos Method of Conflict Management
1 Evaluate interpersonally know and understand the conflict
2 Define interpersonally share feelings and perceptions publicly
3 Identify shared goals this may mean developing some ideas about both parties would like to have as a result
4 Generate possible resolutions develop a list of all possible ways the differences can be resolved
5 Weigh the resolutions against the goals find out how well each of the possible resolutions satisfy or meet the goal or goals generated in step 3
6 Select best solution identify which among the alternatives is the best most satisfying and agreeable one
7 Evaluate resolution when the resolution has been put into place or acted upon ascertain whether it had its intended effect
Conclusion Conflict Management
bull Individual worth and integrity remain intact or are preserved
bull Unreal assumptions are filtered out and replaced with reality centered and agreed upon ones
bull Goal setting becomes realistic and futuristic
bull Action steps for what was decided are clearlyoutlined and agreed upon
Hints for Conflict management
bull Focus on positive outcomes
bull One issue at a time
bull Review previous issues
bull Choose correct timing
bull Avoid inclusive words
bull Agree to disagree
bull Donrsquot insist on being right
THANK YOU
- CONFLICT MANAGEMENT
-
Dysfunctional Consequences
bullWhen it keeps people from getting work done
bull When it threatens the relationship destroys confidence and trust
bull When it becomes personal feelings are hurt
bull When it dictates conformity people are forced to a decision
Functional Consequences
bull When it increases the involvement of people
bull When it leads to growth
bull When relationships are clearly defined
bull When it provides an outlet for stress anxiety frustration anger
bull When it leads to cohesion within the group
Wilsonrsquos Method of Conflict Management
1 Evaluate interpersonally know and understand the conflict
2 Define interpersonally share feelings and perceptions publicly
3 Identify shared goals this may mean developing some ideas about both parties would like to have as a result
4 Generate possible resolutions develop a list of all possible ways the differences can be resolved
5 Weigh the resolutions against the goals find out how well each of the possible resolutions satisfy or meet the goal or goals generated in step 3
6 Select best solution identify which among the alternatives is the best most satisfying and agreeable one
7 Evaluate resolution when the resolution has been put into place or acted upon ascertain whether it had its intended effect
Conclusion Conflict Management
bull Individual worth and integrity remain intact or are preserved
bull Unreal assumptions are filtered out and replaced with reality centered and agreed upon ones
bull Goal setting becomes realistic and futuristic
bull Action steps for what was decided are clearlyoutlined and agreed upon
Hints for Conflict management
bull Focus on positive outcomes
bull One issue at a time
bull Review previous issues
bull Choose correct timing
bull Avoid inclusive words
bull Agree to disagree
bull Donrsquot insist on being right
THANK YOU
- CONFLICT MANAGEMENT
-
Functional Consequences
bull When it increases the involvement of people
bull When it leads to growth
bull When relationships are clearly defined
bull When it provides an outlet for stress anxiety frustration anger
bull When it leads to cohesion within the group
Wilsonrsquos Method of Conflict Management
1 Evaluate interpersonally know and understand the conflict
2 Define interpersonally share feelings and perceptions publicly
3 Identify shared goals this may mean developing some ideas about both parties would like to have as a result
4 Generate possible resolutions develop a list of all possible ways the differences can be resolved
5 Weigh the resolutions against the goals find out how well each of the possible resolutions satisfy or meet the goal or goals generated in step 3
6 Select best solution identify which among the alternatives is the best most satisfying and agreeable one
7 Evaluate resolution when the resolution has been put into place or acted upon ascertain whether it had its intended effect
Conclusion Conflict Management
bull Individual worth and integrity remain intact or are preserved
bull Unreal assumptions are filtered out and replaced with reality centered and agreed upon ones
bull Goal setting becomes realistic and futuristic
bull Action steps for what was decided are clearlyoutlined and agreed upon
Hints for Conflict management
bull Focus on positive outcomes
bull One issue at a time
bull Review previous issues
bull Choose correct timing
bull Avoid inclusive words
bull Agree to disagree
bull Donrsquot insist on being right
THANK YOU
- CONFLICT MANAGEMENT
-
Wilsonrsquos Method of Conflict Management
1 Evaluate interpersonally know and understand the conflict
2 Define interpersonally share feelings and perceptions publicly
3 Identify shared goals this may mean developing some ideas about both parties would like to have as a result
4 Generate possible resolutions develop a list of all possible ways the differences can be resolved
5 Weigh the resolutions against the goals find out how well each of the possible resolutions satisfy or meet the goal or goals generated in step 3
6 Select best solution identify which among the alternatives is the best most satisfying and agreeable one
7 Evaluate resolution when the resolution has been put into place or acted upon ascertain whether it had its intended effect
Conclusion Conflict Management
bull Individual worth and integrity remain intact or are preserved
bull Unreal assumptions are filtered out and replaced with reality centered and agreed upon ones
bull Goal setting becomes realistic and futuristic
bull Action steps for what was decided are clearlyoutlined and agreed upon
Hints for Conflict management
bull Focus on positive outcomes
bull One issue at a time
bull Review previous issues
bull Choose correct timing
bull Avoid inclusive words
bull Agree to disagree
bull Donrsquot insist on being right
THANK YOU
- CONFLICT MANAGEMENT
-
5 Weigh the resolutions against the goals find out how well each of the possible resolutions satisfy or meet the goal or goals generated in step 3
6 Select best solution identify which among the alternatives is the best most satisfying and agreeable one
7 Evaluate resolution when the resolution has been put into place or acted upon ascertain whether it had its intended effect
Conclusion Conflict Management
bull Individual worth and integrity remain intact or are preserved
bull Unreal assumptions are filtered out and replaced with reality centered and agreed upon ones
bull Goal setting becomes realistic and futuristic
bull Action steps for what was decided are clearlyoutlined and agreed upon
Hints for Conflict management
bull Focus on positive outcomes
bull One issue at a time
bull Review previous issues
bull Choose correct timing
bull Avoid inclusive words
bull Agree to disagree
bull Donrsquot insist on being right
THANK YOU
- CONFLICT MANAGEMENT
-
Conclusion Conflict Management
bull Individual worth and integrity remain intact or are preserved
bull Unreal assumptions are filtered out and replaced with reality centered and agreed upon ones
bull Goal setting becomes realistic and futuristic
bull Action steps for what was decided are clearlyoutlined and agreed upon
Hints for Conflict management
bull Focus on positive outcomes
bull One issue at a time
bull Review previous issues
bull Choose correct timing
bull Avoid inclusive words
bull Agree to disagree
bull Donrsquot insist on being right
THANK YOU
- CONFLICT MANAGEMENT
-
Hints for Conflict management
bull Focus on positive outcomes
bull One issue at a time
bull Review previous issues
bull Choose correct timing
bull Avoid inclusive words
bull Agree to disagree
bull Donrsquot insist on being right
THANK YOU
- CONFLICT MANAGEMENT
-
THANK YOU
- CONFLICT MANAGEMENT
-
- CONFLICT MANAGEMENT
-