Conflict amp resolution

What do you think this graphic represents

Answer

bull Itrsquos a Dalmatian dog

Conflict DefinitionA competitive or opposing action of incompatibles Antagonistic state or action

Mental struggle resulting from incompatible or opposing needs drives wishes or external or internal demands

The opposition of persons or forces that give rise to the dramatic action in a drama or fiction Fight battle war

Basically a disagreement

bull Source wwwmerriam-webstercomdictionary

Definition of Conflict(Eagles et al 2002 p 56)

bull ldquoConflicts occur wherever two or morebull groups compete for similar resourcesbull and one finds that another groupbull interferes with its pursuit of a particularbull goal ndash such as recreation indigenousbull hunting or collectingrdquo

Conflict Working Definition

A disagreement through which the partiesinvolved perceive a threat to their needs

interests or concerns Key elementsbull Disagreementbull Parties involvedbull Perceived threatbull Needs interests or concerns

Components of conflict(Kluwe amp Krumpe 2003)

Tangible Conflict Intangible Conflict

Micro level

Macrolevel

Interpersonalintergroup conflictCommercial vs private recreationSubsistence vs recreation usersSubsistence vs sport huntingfishing

Societal levelinterpersonalintergroup conflictConflict with agenciesCommercial permit administration

Societal value conflictClash of value systemsNon-locals donrsquotunderstand or respecttraditional ways

Societal level valueconflictRights issuesLand accessDecision makingSelf-determination

The conflict fishbone

People CulturePowerpolitics

Change Leadership Environment

CONFLICTCONFLICT

Left of line = the causes of conflict within the organisationRight of line = the effects of conflict at individual micro and macro levels wwwtcmsolutionscouk

causes

effects

Levels and Types of ConflictA Intranationalbull Cross-Cultural Conflicts in PAsbull 6 types of cultural conflictsbull bull Sacred sitesreligious beliefsbull bull Resource usebull bull Land usebull bull Visitor infrastructurebull bull Recreation activitybull bull Place names

Levels and Typesof Conflict

Individual

Group

Organization

Type of conflictLevel of conflict

Within and between organizations

Within and between groups

Within and between individuals

Levels and Typesof Conflict (Cont)

bull Intraorganization conflictndash Conflict that occurs within an organizationndash At interfaces of organization functionsndash Can occur along the vertical and horizontal

dimensions of the organizationbull Vertical conflict between managers and subordinatesbull Horizontal conflict between departments and work

groups

Levels and Typesof Conflict (Cont)

bull Intragroup conflictndash Conflict among members of a groupndash Early stages of group developmentndash Ways of doing tasks or reaching groups goals

bull Intergroup conflict between two or more groups

Levels and Typesof Conflict (Cont)

bull Interpersonal conflictndash Between two or more peoplendash Differences in views about what should be donendash Efforts to get more resourcesndash Differences in orientation to work and time in

different parts of an organization

Levels and Typesof Conflict (Cont)

bull Intrapersonal conflictndash Occurs within an individual

bull Threat to a personrsquos valuesbull Feeling of unfair treatmentbull Multiple and contradictory sources of socializationbull Related to the Theory of Cognitive Dissonance (Chapter

5) and negative inequity (Chapter 8)

Levels and Typesof Conflict (Cont)

bull Interorganization conflictndash Between two or more organizationsndash Not competitionndash Examples suppliers and distributors especially

with the close links now possible

Conflict Further Points toConsider

bull Perceived threat to onersquos well-beingbull Response is based on the personrsquos perceptions of the situation (not objective review of it)bull Conflicts contain substantive procedural and psychological dimensionsbull To a large degree conflicts are predictable and expectable situations that naturally arisebull Creative problem-solving strategies are essential

Task 1Conflict Anticipating ItConsider either your workplace or a relationship and discuss about

the following Present your group discussion in the next interaction

1 What are some key sources of conflict in your workplace andor relationship

bull When do they tend to occur

bull How do people respond to these conflicts as they arise

4 When you solve problems do you do so for the moment or do you put in place systems for addressing these types of concerns in the future

Part 2 RESOLUTION

Conflict Resolution Styles

bull 1048708 Competingbull 1048708 Accommodatingbull 1048708 Avoidingbull 1048708 Compromisingbull 1048708 Collaboratingbull Take the short quiz ndash which is your conflictbull resolution style

Conflict Styles and TheirConsequences

bull 1048708 Competing relies on aggressive communicationbull low regard for relationships low level of trustbull 1048708 Accommodating onersquos needs is yielded tobull othersrsquo needs preserving the relationship is mostbull importantbull 1048708 Avoiding if we ignore it it will go away insteadbull conflict festersbull 1048708 Compromising series of tradeoffs satisfactorybull but not satisfyingbull 1048708 Collaborating pooling of individual needs andbull goals toward a common goal ldquowin-winrdquo

Conflict Other Responses

bull 1048708 Emotional responsesbull 1048708 Feelings we experience in conflictbull 1048708 Range from anger and fear to despair and confusionbull 1048708 Cognitive responsesbull 1048708 Our ideas and thoughts about conflict such as thebull ldquoinner voicerdquo or internal observations we havebull 1048708 Physical responsesbull 1048708 Include such responses heightened stress bodilybull tension increased perspiration shallow orbull accelerated breathing nausea and rapid heartbeatbull 1048708 Stress management techniques needed

Conflict The Role of Perceptions

bull Keep in mind that each party involved in thebull conflict may have a different perception of thebull situation and part of this difference may be due

tobull 1048708 Culture race and ethnicitybull 1048708 Gender differencesbull 1048708 Knowledge (general and situational)bull 1048708 Impressions of the messengerbull 1048708 Previous experiences

Resolving Conflict Interest-Based

bull Relational (IRB) Approach Theorybull 1048708 Make sure that good relationships are thebull first prioritybull 1048708 Keep people and problems separatebull 1048708 Pay attention to the interests that are beingbull presentedbull 1048708 Listen first talk secondbull 1048708 Set out the ldquoFactsrdquobull 1048708 Explore options together

• Conflict amp resolution
• What do you think this graphic represents
• Answer
• Conflict Definition
• Definition of Conflict (Eagles et al 2002 p 56)
• Conflict Working Definition
• Components of conflict (Kluwe amp Krumpe 2003)
• The conflict fishbone
• Levels and Types of Conflict A Intranational
• Levels and Types of Conflict
• Levels and Types of Conflict (Cont)
• Slide 12
• Slide 13
• Slide 14
• Slide 15
• Conflict Further Points to Consider
• Task 1 Conflict Anticipating It
• Part 2 RESOLUTION
• Conflict Resolution Styles
• Conflict Styles and Their Consequences
• Conflict Other Responses
• Conflict The Role of Perceptions
• Resolving Conflict Interest-Based
• Slide 24

What do you think this graphic represents

Answer

bull Itrsquos a Dalmatian dog

Conflict DefinitionA competitive or opposing action of incompatibles Antagonistic state or action

Mental struggle resulting from incompatible or opposing needs drives wishes or external or internal demands

The opposition of persons or forces that give rise to the dramatic action in a drama or fiction Fight battle war

Basically a disagreement

bull Source wwwmerriam-webstercomdictionary

Definition of Conflict(Eagles et al 2002 p 56)

bull ldquoConflicts occur wherever two or morebull groups compete for similar resourcesbull and one finds that another groupbull interferes with its pursuit of a particularbull goal ndash such as recreation indigenousbull hunting or collectingrdquo

Conflict Working Definition

A disagreement through which the partiesinvolved perceive a threat to their needs

interests or concerns Key elementsbull Disagreementbull Parties involvedbull Perceived threatbull Needs interests or concerns

Components of conflict(Kluwe amp Krumpe 2003)

Tangible Conflict Intangible Conflict

Micro level

Macrolevel

Interpersonalintergroup conflictCommercial vs private recreationSubsistence vs recreation usersSubsistence vs sport huntingfishing

Societal levelinterpersonalintergroup conflictConflict with agenciesCommercial permit administration

Societal value conflictClash of value systemsNon-locals donrsquotunderstand or respecttraditional ways

Societal level valueconflictRights issuesLand accessDecision makingSelf-determination

The conflict fishbone

People CulturePowerpolitics

Change Leadership Environment

CONFLICTCONFLICT

Left of line = the causes of conflict within the organisationRight of line = the effects of conflict at individual micro and macro levels wwwtcmsolutionscouk

causes

effects

Levels and Types of ConflictA Intranationalbull Cross-Cultural Conflicts in PAsbull 6 types of cultural conflictsbull bull Sacred sitesreligious beliefsbull bull Resource usebull bull Land usebull bull Visitor infrastructurebull bull Recreation activitybull bull Place names

Levels and Typesof Conflict

Individual

Group

Organization

Type of conflictLevel of conflict

Within and between organizations

Within and between groups

Within and between individuals

Levels and Typesof Conflict (Cont)

bull Intraorganization conflictndash Conflict that occurs within an organizationndash At interfaces of organization functionsndash Can occur along the vertical and horizontal

dimensions of the organizationbull Vertical conflict between managers and subordinatesbull Horizontal conflict between departments and work

groups

Levels and Typesof Conflict (Cont)

bull Intragroup conflictndash Conflict among members of a groupndash Early stages of group developmentndash Ways of doing tasks or reaching groups goals

bull Intergroup conflict between two or more groups

Levels and Typesof Conflict (Cont)

bull Interpersonal conflictndash Between two or more peoplendash Differences in views about what should be donendash Efforts to get more resourcesndash Differences in orientation to work and time in

different parts of an organization

Levels and Typesof Conflict (Cont)

bull Intrapersonal conflictndash Occurs within an individual

bull Threat to a personrsquos valuesbull Feeling of unfair treatmentbull Multiple and contradictory sources of socializationbull Related to the Theory of Cognitive Dissonance (Chapter

5) and negative inequity (Chapter 8)

Levels and Typesof Conflict (Cont)

bull Interorganization conflictndash Between two or more organizationsndash Not competitionndash Examples suppliers and distributors especially

with the close links now possible

Conflict Further Points toConsider

bull Perceived threat to onersquos well-beingbull Response is based on the personrsquos perceptions of the situation (not objective review of it)bull Conflicts contain substantive procedural and psychological dimensionsbull To a large degree conflicts are predictable and expectable situations that naturally arisebull Creative problem-solving strategies are essential

Task 1Conflict Anticipating ItConsider either your workplace or a relationship and discuss about

the following Present your group discussion in the next interaction

1 What are some key sources of conflict in your workplace andor relationship

bull When do they tend to occur

bull How do people respond to these conflicts as they arise

4 When you solve problems do you do so for the moment or do you put in place systems for addressing these types of concerns in the future

Part 2 RESOLUTION

Conflict Resolution Styles

bull 1048708 Competingbull 1048708 Accommodatingbull 1048708 Avoidingbull 1048708 Compromisingbull 1048708 Collaboratingbull Take the short quiz ndash which is your conflictbull resolution style

Conflict Styles and TheirConsequences

bull 1048708 Competing relies on aggressive communicationbull low regard for relationships low level of trustbull 1048708 Accommodating onersquos needs is yielded tobull othersrsquo needs preserving the relationship is mostbull importantbull 1048708 Avoiding if we ignore it it will go away insteadbull conflict festersbull 1048708 Compromising series of tradeoffs satisfactorybull but not satisfyingbull 1048708 Collaborating pooling of individual needs andbull goals toward a common goal ldquowin-winrdquo

Conflict Other Responses

bull 1048708 Emotional responsesbull 1048708 Feelings we experience in conflictbull 1048708 Range from anger and fear to despair and confusionbull 1048708 Cognitive responsesbull 1048708 Our ideas and thoughts about conflict such as thebull ldquoinner voicerdquo or internal observations we havebull 1048708 Physical responsesbull 1048708 Include such responses heightened stress bodilybull tension increased perspiration shallow orbull accelerated breathing nausea and rapid heartbeatbull 1048708 Stress management techniques needed

Conflict The Role of Perceptions

bull Keep in mind that each party involved in thebull conflict may have a different perception of thebull situation and part of this difference may be due

tobull 1048708 Culture race and ethnicitybull 1048708 Gender differencesbull 1048708 Knowledge (general and situational)bull 1048708 Impressions of the messengerbull 1048708 Previous experiences

Resolving Conflict Interest-Based

bull Relational (IRB) Approach Theorybull 1048708 Make sure that good relationships are thebull first prioritybull 1048708 Keep people and problems separatebull 1048708 Pay attention to the interests that are beingbull presentedbull 1048708 Listen first talk secondbull 1048708 Set out the ldquoFactsrdquobull 1048708 Explore options together

• Conflict amp resolution
• What do you think this graphic represents
• Answer
• Conflict Definition
• Definition of Conflict (Eagles et al 2002 p 56)
• Conflict Working Definition
• Components of conflict (Kluwe amp Krumpe 2003)
• The conflict fishbone
• Levels and Types of Conflict A Intranational
• Levels and Types of Conflict
• Levels and Types of Conflict (Cont)
• Slide 12
• Slide 13
• Slide 14
• Slide 15
• Conflict Further Points to Consider
• Task 1 Conflict Anticipating It
• Part 2 RESOLUTION
• Conflict Resolution Styles
• Conflict Styles and Their Consequences
• Conflict Other Responses
• Conflict The Role of Perceptions
• Resolving Conflict Interest-Based
• Slide 24

Answer

bull Itrsquos a Dalmatian dog

Conflict DefinitionA competitive or opposing action of incompatibles Antagonistic state or action

Mental struggle resulting from incompatible or opposing needs drives wishes or external or internal demands

The opposition of persons or forces that give rise to the dramatic action in a drama or fiction Fight battle war

Basically a disagreement

bull Source wwwmerriam-webstercomdictionary

Definition of Conflict(Eagles et al 2002 p 56)

bull ldquoConflicts occur wherever two or morebull groups compete for similar resourcesbull and one finds that another groupbull interferes with its pursuit of a particularbull goal ndash such as recreation indigenousbull hunting or collectingrdquo

Conflict Working Definition

A disagreement through which the partiesinvolved perceive a threat to their needs

interests or concerns Key elementsbull Disagreementbull Parties involvedbull Perceived threatbull Needs interests or concerns

Components of conflict(Kluwe amp Krumpe 2003)

Tangible Conflict Intangible Conflict

Micro level

Macrolevel

Interpersonalintergroup conflictCommercial vs private recreationSubsistence vs recreation usersSubsistence vs sport huntingfishing

Societal levelinterpersonalintergroup conflictConflict with agenciesCommercial permit administration

Societal value conflictClash of value systemsNon-locals donrsquotunderstand or respecttraditional ways

Societal level valueconflictRights issuesLand accessDecision makingSelf-determination

The conflict fishbone

People CulturePowerpolitics

Change Leadership Environment

CONFLICTCONFLICT

Left of line = the causes of conflict within the organisationRight of line = the effects of conflict at individual micro and macro levels wwwtcmsolutionscouk

causes

effects

Levels and Types of ConflictA Intranationalbull Cross-Cultural Conflicts in PAsbull 6 types of cultural conflictsbull bull Sacred sitesreligious beliefsbull bull Resource usebull bull Land usebull bull Visitor infrastructurebull bull Recreation activitybull bull Place names

Levels and Typesof Conflict

Individual

Group

Organization

Type of conflictLevel of conflict

Within and between organizations

Within and between groups

Within and between individuals

Levels and Typesof Conflict (Cont)

bull Intraorganization conflictndash Conflict that occurs within an organizationndash At interfaces of organization functionsndash Can occur along the vertical and horizontal

dimensions of the organizationbull Vertical conflict between managers and subordinatesbull Horizontal conflict between departments and work

groups

Levels and Typesof Conflict (Cont)

bull Intragroup conflictndash Conflict among members of a groupndash Early stages of group developmentndash Ways of doing tasks or reaching groups goals

bull Intergroup conflict between two or more groups

Levels and Typesof Conflict (Cont)

bull Interpersonal conflictndash Between two or more peoplendash Differences in views about what should be donendash Efforts to get more resourcesndash Differences in orientation to work and time in

different parts of an organization

Levels and Typesof Conflict (Cont)

bull Intrapersonal conflictndash Occurs within an individual

bull Threat to a personrsquos valuesbull Feeling of unfair treatmentbull Multiple and contradictory sources of socializationbull Related to the Theory of Cognitive Dissonance (Chapter

5) and negative inequity (Chapter 8)

Levels and Typesof Conflict (Cont)

bull Interorganization conflictndash Between two or more organizationsndash Not competitionndash Examples suppliers and distributors especially

with the close links now possible

Conflict Further Points toConsider

bull Perceived threat to onersquos well-beingbull Response is based on the personrsquos perceptions of the situation (not objective review of it)bull Conflicts contain substantive procedural and psychological dimensionsbull To a large degree conflicts are predictable and expectable situations that naturally arisebull Creative problem-solving strategies are essential

Task 1Conflict Anticipating ItConsider either your workplace or a relationship and discuss about

the following Present your group discussion in the next interaction

1 What are some key sources of conflict in your workplace andor relationship

bull When do they tend to occur

bull How do people respond to these conflicts as they arise

4 When you solve problems do you do so for the moment or do you put in place systems for addressing these types of concerns in the future

Part 2 RESOLUTION

Conflict Resolution Styles

bull 1048708 Competingbull 1048708 Accommodatingbull 1048708 Avoidingbull 1048708 Compromisingbull 1048708 Collaboratingbull Take the short quiz ndash which is your conflictbull resolution style

Conflict Styles and TheirConsequences

bull 1048708 Competing relies on aggressive communicationbull low regard for relationships low level of trustbull 1048708 Accommodating onersquos needs is yielded tobull othersrsquo needs preserving the relationship is mostbull importantbull 1048708 Avoiding if we ignore it it will go away insteadbull conflict festersbull 1048708 Compromising series of tradeoffs satisfactorybull but not satisfyingbull 1048708 Collaborating pooling of individual needs andbull goals toward a common goal ldquowin-winrdquo

Conflict Other Responses

bull 1048708 Emotional responsesbull 1048708 Feelings we experience in conflictbull 1048708 Range from anger and fear to despair and confusionbull 1048708 Cognitive responsesbull 1048708 Our ideas and thoughts about conflict such as thebull ldquoinner voicerdquo or internal observations we havebull 1048708 Physical responsesbull 1048708 Include such responses heightened stress bodilybull tension increased perspiration shallow orbull accelerated breathing nausea and rapid heartbeatbull 1048708 Stress management techniques needed

Conflict The Role of Perceptions

bull Keep in mind that each party involved in thebull conflict may have a different perception of thebull situation and part of this difference may be due

tobull 1048708 Culture race and ethnicitybull 1048708 Gender differencesbull 1048708 Knowledge (general and situational)bull 1048708 Impressions of the messengerbull 1048708 Previous experiences

Resolving Conflict Interest-Based

bull Relational (IRB) Approach Theorybull 1048708 Make sure that good relationships are thebull first prioritybull 1048708 Keep people and problems separatebull 1048708 Pay attention to the interests that are beingbull presentedbull 1048708 Listen first talk secondbull 1048708 Set out the ldquoFactsrdquobull 1048708 Explore options together

• Conflict amp resolution
• What do you think this graphic represents
• Answer
• Conflict Definition
• Definition of Conflict (Eagles et al 2002 p 56)
• Conflict Working Definition
• Components of conflict (Kluwe amp Krumpe 2003)
• The conflict fishbone
• Levels and Types of Conflict A Intranational
• Levels and Types of Conflict
• Levels and Types of Conflict (Cont)
• Slide 12
• Slide 13
• Slide 14
• Slide 15
• Conflict Further Points to Consider
• Task 1 Conflict Anticipating It
• Part 2 RESOLUTION
• Conflict Resolution Styles
• Conflict Styles and Their Consequences
• Conflict Other Responses
• Conflict The Role of Perceptions
• Resolving Conflict Interest-Based
• Slide 24

Conflict DefinitionA competitive or opposing action of incompatibles Antagonistic state or action

Mental struggle resulting from incompatible or opposing needs drives wishes or external or internal demands

The opposition of persons or forces that give rise to the dramatic action in a drama or fiction Fight battle war

Basically a disagreement

bull Source wwwmerriam-webstercomdictionary

Definition of Conflict(Eagles et al 2002 p 56)

bull ldquoConflicts occur wherever two or morebull groups compete for similar resourcesbull and one finds that another groupbull interferes with its pursuit of a particularbull goal ndash such as recreation indigenousbull hunting or collectingrdquo

Conflict Working Definition

A disagreement through which the partiesinvolved perceive a threat to their needs

interests or concerns Key elementsbull Disagreementbull Parties involvedbull Perceived threatbull Needs interests or concerns

Components of conflict(Kluwe amp Krumpe 2003)

Tangible Conflict Intangible Conflict

Micro level

Macrolevel

Interpersonalintergroup conflictCommercial vs private recreationSubsistence vs recreation usersSubsistence vs sport huntingfishing

Societal levelinterpersonalintergroup conflictConflict with agenciesCommercial permit administration

Societal value conflictClash of value systemsNon-locals donrsquotunderstand or respecttraditional ways

Societal level valueconflictRights issuesLand accessDecision makingSelf-determination

The conflict fishbone

People CulturePowerpolitics

Change Leadership Environment

CONFLICTCONFLICT

Left of line = the causes of conflict within the organisationRight of line = the effects of conflict at individual micro and macro levels wwwtcmsolutionscouk

causes

effects

Levels and Types of ConflictA Intranationalbull Cross-Cultural Conflicts in PAsbull 6 types of cultural conflictsbull bull Sacred sitesreligious beliefsbull bull Resource usebull bull Land usebull bull Visitor infrastructurebull bull Recreation activitybull bull Place names

Levels and Typesof Conflict

Individual

Group

Organization

Type of conflictLevel of conflict

Within and between organizations

Within and between groups

Within and between individuals

Levels and Typesof Conflict (Cont)

bull Intraorganization conflictndash Conflict that occurs within an organizationndash At interfaces of organization functionsndash Can occur along the vertical and horizontal

dimensions of the organizationbull Vertical conflict between managers and subordinatesbull Horizontal conflict between departments and work

groups

Levels and Typesof Conflict (Cont)

bull Intragroup conflictndash Conflict among members of a groupndash Early stages of group developmentndash Ways of doing tasks or reaching groups goals

bull Intergroup conflict between two or more groups

Levels and Typesof Conflict (Cont)

bull Interpersonal conflictndash Between two or more peoplendash Differences in views about what should be donendash Efforts to get more resourcesndash Differences in orientation to work and time in

different parts of an organization

Levels and Typesof Conflict (Cont)

bull Intrapersonal conflictndash Occurs within an individual

bull Threat to a personrsquos valuesbull Feeling of unfair treatmentbull Multiple and contradictory sources of socializationbull Related to the Theory of Cognitive Dissonance (Chapter

5) and negative inequity (Chapter 8)

Levels and Typesof Conflict (Cont)

bull Interorganization conflictndash Between two or more organizationsndash Not competitionndash Examples suppliers and distributors especially

with the close links now possible

Conflict Further Points toConsider

bull Perceived threat to onersquos well-beingbull Response is based on the personrsquos perceptions of the situation (not objective review of it)bull Conflicts contain substantive procedural and psychological dimensionsbull To a large degree conflicts are predictable and expectable situations that naturally arisebull Creative problem-solving strategies are essential

Task 1Conflict Anticipating ItConsider either your workplace or a relationship and discuss about

the following Present your group discussion in the next interaction

1 What are some key sources of conflict in your workplace andor relationship

bull When do they tend to occur

bull How do people respond to these conflicts as they arise

4 When you solve problems do you do so for the moment or do you put in place systems for addressing these types of concerns in the future

Part 2 RESOLUTION

Conflict Resolution Styles

bull 1048708 Competingbull 1048708 Accommodatingbull 1048708 Avoidingbull 1048708 Compromisingbull 1048708 Collaboratingbull Take the short quiz ndash which is your conflictbull resolution style

Conflict Styles and TheirConsequences

bull 1048708 Competing relies on aggressive communicationbull low regard for relationships low level of trustbull 1048708 Accommodating onersquos needs is yielded tobull othersrsquo needs preserving the relationship is mostbull importantbull 1048708 Avoiding if we ignore it it will go away insteadbull conflict festersbull 1048708 Compromising series of tradeoffs satisfactorybull but not satisfyingbull 1048708 Collaborating pooling of individual needs andbull goals toward a common goal ldquowin-winrdquo

Conflict Other Responses

bull 1048708 Emotional responsesbull 1048708 Feelings we experience in conflictbull 1048708 Range from anger and fear to despair and confusionbull 1048708 Cognitive responsesbull 1048708 Our ideas and thoughts about conflict such as thebull ldquoinner voicerdquo or internal observations we havebull 1048708 Physical responsesbull 1048708 Include such responses heightened stress bodilybull tension increased perspiration shallow orbull accelerated breathing nausea and rapid heartbeatbull 1048708 Stress management techniques needed

Conflict The Role of Perceptions

bull Keep in mind that each party involved in thebull conflict may have a different perception of thebull situation and part of this difference may be due

tobull 1048708 Culture race and ethnicitybull 1048708 Gender differencesbull 1048708 Knowledge (general and situational)bull 1048708 Impressions of the messengerbull 1048708 Previous experiences

Resolving Conflict Interest-Based

bull Relational (IRB) Approach Theorybull 1048708 Make sure that good relationships are thebull first prioritybull 1048708 Keep people and problems separatebull 1048708 Pay attention to the interests that are beingbull presentedbull 1048708 Listen first talk secondbull 1048708 Set out the ldquoFactsrdquobull 1048708 Explore options together

• Conflict amp resolution
• What do you think this graphic represents
• Answer
• Conflict Definition
• Definition of Conflict (Eagles et al 2002 p 56)
• Conflict Working Definition
• Components of conflict (Kluwe amp Krumpe 2003)
• The conflict fishbone
• Levels and Types of Conflict A Intranational
• Levels and Types of Conflict
• Levels and Types of Conflict (Cont)
• Slide 12
• Slide 13
• Slide 14
• Slide 15
• Conflict Further Points to Consider
• Task 1 Conflict Anticipating It
• Part 2 RESOLUTION
• Conflict Resolution Styles
• Conflict Styles and Their Consequences
• Conflict Other Responses
• Conflict The Role of Perceptions
• Resolving Conflict Interest-Based
• Slide 24

Definition of Conflict(Eagles et al 2002 p 56)

bull ldquoConflicts occur wherever two or morebull groups compete for similar resourcesbull and one finds that another groupbull interferes with its pursuit of a particularbull goal ndash such as recreation indigenousbull hunting or collectingrdquo

Conflict Working Definition

A disagreement through which the partiesinvolved perceive a threat to their needs

interests or concerns Key elementsbull Disagreementbull Parties involvedbull Perceived threatbull Needs interests or concerns

Components of conflict(Kluwe amp Krumpe 2003)

Tangible Conflict Intangible Conflict

Micro level

Macrolevel

Interpersonalintergroup conflictCommercial vs private recreationSubsistence vs recreation usersSubsistence vs sport huntingfishing

Societal levelinterpersonalintergroup conflictConflict with agenciesCommercial permit administration

Societal value conflictClash of value systemsNon-locals donrsquotunderstand or respecttraditional ways

Societal level valueconflictRights issuesLand accessDecision makingSelf-determination

The conflict fishbone

People CulturePowerpolitics

Change Leadership Environment

CONFLICTCONFLICT

Left of line = the causes of conflict within the organisationRight of line = the effects of conflict at individual micro and macro levels wwwtcmsolutionscouk

causes

effects

Levels and Types of ConflictA Intranationalbull Cross-Cultural Conflicts in PAsbull 6 types of cultural conflictsbull bull Sacred sitesreligious beliefsbull bull Resource usebull bull Land usebull bull Visitor infrastructurebull bull Recreation activitybull bull Place names

Levels and Typesof Conflict

Individual

Group

Organization

Type of conflictLevel of conflict

Within and between organizations

Within and between groups

Within and between individuals

Levels and Typesof Conflict (Cont)

bull Intraorganization conflictndash Conflict that occurs within an organizationndash At interfaces of organization functionsndash Can occur along the vertical and horizontal

dimensions of the organizationbull Vertical conflict between managers and subordinatesbull Horizontal conflict between departments and work

groups

Levels and Typesof Conflict (Cont)

bull Intragroup conflictndash Conflict among members of a groupndash Early stages of group developmentndash Ways of doing tasks or reaching groups goals

bull Intergroup conflict between two or more groups

Levels and Typesof Conflict (Cont)

bull Interpersonal conflictndash Between two or more peoplendash Differences in views about what should be donendash Efforts to get more resourcesndash Differences in orientation to work and time in

different parts of an organization

Levels and Typesof Conflict (Cont)

bull Intrapersonal conflictndash Occurs within an individual

bull Threat to a personrsquos valuesbull Feeling of unfair treatmentbull Multiple and contradictory sources of socializationbull Related to the Theory of Cognitive Dissonance (Chapter

5) and negative inequity (Chapter 8)

Levels and Typesof Conflict (Cont)

bull Interorganization conflictndash Between two or more organizationsndash Not competitionndash Examples suppliers and distributors especially

with the close links now possible

Conflict Further Points toConsider

bull Perceived threat to onersquos well-beingbull Response is based on the personrsquos perceptions of the situation (not objective review of it)bull Conflicts contain substantive procedural and psychological dimensionsbull To a large degree conflicts are predictable and expectable situations that naturally arisebull Creative problem-solving strategies are essential

Task 1Conflict Anticipating ItConsider either your workplace or a relationship and discuss about

the following Present your group discussion in the next interaction

1 What are some key sources of conflict in your workplace andor relationship

bull When do they tend to occur

bull How do people respond to these conflicts as they arise

4 When you solve problems do you do so for the moment or do you put in place systems for addressing these types of concerns in the future

Part 2 RESOLUTION

Conflict Resolution Styles

bull 1048708 Competingbull 1048708 Accommodatingbull 1048708 Avoidingbull 1048708 Compromisingbull 1048708 Collaboratingbull Take the short quiz ndash which is your conflictbull resolution style

Conflict Styles and TheirConsequences

bull 1048708 Competing relies on aggressive communicationbull low regard for relationships low level of trustbull 1048708 Accommodating onersquos needs is yielded tobull othersrsquo needs preserving the relationship is mostbull importantbull 1048708 Avoiding if we ignore it it will go away insteadbull conflict festersbull 1048708 Compromising series of tradeoffs satisfactorybull but not satisfyingbull 1048708 Collaborating pooling of individual needs andbull goals toward a common goal ldquowin-winrdquo

Conflict Other Responses

bull 1048708 Emotional responsesbull 1048708 Feelings we experience in conflictbull 1048708 Range from anger and fear to despair and confusionbull 1048708 Cognitive responsesbull 1048708 Our ideas and thoughts about conflict such as thebull ldquoinner voicerdquo or internal observations we havebull 1048708 Physical responsesbull 1048708 Include such responses heightened stress bodilybull tension increased perspiration shallow orbull accelerated breathing nausea and rapid heartbeatbull 1048708 Stress management techniques needed

Conflict The Role of Perceptions

bull Keep in mind that each party involved in thebull conflict may have a different perception of thebull situation and part of this difference may be due

tobull 1048708 Culture race and ethnicitybull 1048708 Gender differencesbull 1048708 Knowledge (general and situational)bull 1048708 Impressions of the messengerbull 1048708 Previous experiences

Resolving Conflict Interest-Based

bull Relational (IRB) Approach Theorybull 1048708 Make sure that good relationships are thebull first prioritybull 1048708 Keep people and problems separatebull 1048708 Pay attention to the interests that are beingbull presentedbull 1048708 Listen first talk secondbull 1048708 Set out the ldquoFactsrdquobull 1048708 Explore options together

• Conflict amp resolution
• What do you think this graphic represents
• Answer
• Conflict Definition
• Definition of Conflict (Eagles et al 2002 p 56)
• Conflict Working Definition
• Components of conflict (Kluwe amp Krumpe 2003)
• The conflict fishbone
• Levels and Types of Conflict A Intranational
• Levels and Types of Conflict
• Levels and Types of Conflict (Cont)
• Slide 12
• Slide 13
• Slide 14
• Slide 15
• Conflict Further Points to Consider
• Task 1 Conflict Anticipating It
• Part 2 RESOLUTION
• Conflict Resolution Styles
• Conflict Styles and Their Consequences
• Conflict Other Responses
• Conflict The Role of Perceptions
• Resolving Conflict Interest-Based
• Slide 24

Conflict Working Definition

A disagreement through which the partiesinvolved perceive a threat to their needs

interests or concerns Key elementsbull Disagreementbull Parties involvedbull Perceived threatbull Needs interests or concerns

Components of conflict(Kluwe amp Krumpe 2003)

Tangible Conflict Intangible Conflict

Micro level

Macrolevel

Interpersonalintergroup conflictCommercial vs private recreationSubsistence vs recreation usersSubsistence vs sport huntingfishing

Societal levelinterpersonalintergroup conflictConflict with agenciesCommercial permit administration

Societal value conflictClash of value systemsNon-locals donrsquotunderstand or respecttraditional ways

Societal level valueconflictRights issuesLand accessDecision makingSelf-determination

The conflict fishbone

People CulturePowerpolitics

Change Leadership Environment

CONFLICTCONFLICT

Left of line = the causes of conflict within the organisationRight of line = the effects of conflict at individual micro and macro levels wwwtcmsolutionscouk

causes

effects

Levels and Types of ConflictA Intranationalbull Cross-Cultural Conflicts in PAsbull 6 types of cultural conflictsbull bull Sacred sitesreligious beliefsbull bull Resource usebull bull Land usebull bull Visitor infrastructurebull bull Recreation activitybull bull Place names

Levels and Typesof Conflict

Individual

Group

Organization

Type of conflictLevel of conflict

Within and between organizations

Within and between groups

Within and between individuals

Levels and Typesof Conflict (Cont)

bull Intraorganization conflictndash Conflict that occurs within an organizationndash At interfaces of organization functionsndash Can occur along the vertical and horizontal

dimensions of the organizationbull Vertical conflict between managers and subordinatesbull Horizontal conflict between departments and work

groups

Levels and Typesof Conflict (Cont)

bull Intragroup conflictndash Conflict among members of a groupndash Early stages of group developmentndash Ways of doing tasks or reaching groups goals

bull Intergroup conflict between two or more groups

Levels and Typesof Conflict (Cont)

bull Interpersonal conflictndash Between two or more peoplendash Differences in views about what should be donendash Efforts to get more resourcesndash Differences in orientation to work and time in

different parts of an organization

Levels and Typesof Conflict (Cont)

bull Intrapersonal conflictndash Occurs within an individual

bull Threat to a personrsquos valuesbull Feeling of unfair treatmentbull Multiple and contradictory sources of socializationbull Related to the Theory of Cognitive Dissonance (Chapter

5) and negative inequity (Chapter 8)

Levels and Typesof Conflict (Cont)

bull Interorganization conflictndash Between two or more organizationsndash Not competitionndash Examples suppliers and distributors especially

with the close links now possible

Conflict Further Points toConsider

bull Perceived threat to onersquos well-beingbull Response is based on the personrsquos perceptions of the situation (not objective review of it)bull Conflicts contain substantive procedural and psychological dimensionsbull To a large degree conflicts are predictable and expectable situations that naturally arisebull Creative problem-solving strategies are essential

Task 1Conflict Anticipating ItConsider either your workplace or a relationship and discuss about

the following Present your group discussion in the next interaction

1 What are some key sources of conflict in your workplace andor relationship

bull When do they tend to occur

bull How do people respond to these conflicts as they arise

4 When you solve problems do you do so for the moment or do you put in place systems for addressing these types of concerns in the future

Part 2 RESOLUTION

Conflict Resolution Styles

bull 1048708 Competingbull 1048708 Accommodatingbull 1048708 Avoidingbull 1048708 Compromisingbull 1048708 Collaboratingbull Take the short quiz ndash which is your conflictbull resolution style

Conflict Styles and TheirConsequences

bull 1048708 Competing relies on aggressive communicationbull low regard for relationships low level of trustbull 1048708 Accommodating onersquos needs is yielded tobull othersrsquo needs preserving the relationship is mostbull importantbull 1048708 Avoiding if we ignore it it will go away insteadbull conflict festersbull 1048708 Compromising series of tradeoffs satisfactorybull but not satisfyingbull 1048708 Collaborating pooling of individual needs andbull goals toward a common goal ldquowin-winrdquo

Conflict Other Responses

bull 1048708 Emotional responsesbull 1048708 Feelings we experience in conflictbull 1048708 Range from anger and fear to despair and confusionbull 1048708 Cognitive responsesbull 1048708 Our ideas and thoughts about conflict such as thebull ldquoinner voicerdquo or internal observations we havebull 1048708 Physical responsesbull 1048708 Include such responses heightened stress bodilybull tension increased perspiration shallow orbull accelerated breathing nausea and rapid heartbeatbull 1048708 Stress management techniques needed

Conflict The Role of Perceptions

bull Keep in mind that each party involved in thebull conflict may have a different perception of thebull situation and part of this difference may be due

tobull 1048708 Culture race and ethnicitybull 1048708 Gender differencesbull 1048708 Knowledge (general and situational)bull 1048708 Impressions of the messengerbull 1048708 Previous experiences

Resolving Conflict Interest-Based

bull Relational (IRB) Approach Theorybull 1048708 Make sure that good relationships are thebull first prioritybull 1048708 Keep people and problems separatebull 1048708 Pay attention to the interests that are beingbull presentedbull 1048708 Listen first talk secondbull 1048708 Set out the ldquoFactsrdquobull 1048708 Explore options together

• Conflict amp resolution
• What do you think this graphic represents
• Answer
• Conflict Definition
• Definition of Conflict (Eagles et al 2002 p 56)
• Conflict Working Definition
• Components of conflict (Kluwe amp Krumpe 2003)
• The conflict fishbone
• Levels and Types of Conflict A Intranational
• Levels and Types of Conflict
• Levels and Types of Conflict (Cont)
• Slide 12
• Slide 13
• Slide 14
• Slide 15
• Conflict Further Points to Consider
• Task 1 Conflict Anticipating It
• Part 2 RESOLUTION
• Conflict Resolution Styles
• Conflict Styles and Their Consequences
• Conflict Other Responses
• Conflict The Role of Perceptions
• Resolving Conflict Interest-Based
• Slide 24

Components of conflict(Kluwe amp Krumpe 2003)

Tangible Conflict Intangible Conflict

Micro level

Macrolevel

Interpersonalintergroup conflictCommercial vs private recreationSubsistence vs recreation usersSubsistence vs sport huntingfishing

Societal levelinterpersonalintergroup conflictConflict with agenciesCommercial permit administration

Societal value conflictClash of value systemsNon-locals donrsquotunderstand or respecttraditional ways

Societal level valueconflictRights issuesLand accessDecision makingSelf-determination

The conflict fishbone

People CulturePowerpolitics

Change Leadership Environment

CONFLICTCONFLICT

Left of line = the causes of conflict within the organisationRight of line = the effects of conflict at individual micro and macro levels wwwtcmsolutionscouk

causes

effects

Levels and Types of ConflictA Intranationalbull Cross-Cultural Conflicts in PAsbull 6 types of cultural conflictsbull bull Sacred sitesreligious beliefsbull bull Resource usebull bull Land usebull bull Visitor infrastructurebull bull Recreation activitybull bull Place names

Levels and Typesof Conflict

Individual

Group

Organization

Type of conflictLevel of conflict

Within and between organizations

Within and between groups

Within and between individuals

Levels and Typesof Conflict (Cont)

bull Intraorganization conflictndash Conflict that occurs within an organizationndash At interfaces of organization functionsndash Can occur along the vertical and horizontal

dimensions of the organizationbull Vertical conflict between managers and subordinatesbull Horizontal conflict between departments and work

groups

Levels and Typesof Conflict (Cont)

bull Intragroup conflictndash Conflict among members of a groupndash Early stages of group developmentndash Ways of doing tasks or reaching groups goals

bull Intergroup conflict between two or more groups

Levels and Typesof Conflict (Cont)

bull Interpersonal conflictndash Between two or more peoplendash Differences in views about what should be donendash Efforts to get more resourcesndash Differences in orientation to work and time in

different parts of an organization

Levels and Typesof Conflict (Cont)

bull Intrapersonal conflictndash Occurs within an individual

bull Threat to a personrsquos valuesbull Feeling of unfair treatmentbull Multiple and contradictory sources of socializationbull Related to the Theory of Cognitive Dissonance (Chapter

5) and negative inequity (Chapter 8)

Levels and Typesof Conflict (Cont)

bull Interorganization conflictndash Between two or more organizationsndash Not competitionndash Examples suppliers and distributors especially

with the close links now possible

Conflict Further Points toConsider

bull Perceived threat to onersquos well-beingbull Response is based on the personrsquos perceptions of the situation (not objective review of it)bull Conflicts contain substantive procedural and psychological dimensionsbull To a large degree conflicts are predictable and expectable situations that naturally arisebull Creative problem-solving strategies are essential

Task 1Conflict Anticipating ItConsider either your workplace or a relationship and discuss about

the following Present your group discussion in the next interaction

1 What are some key sources of conflict in your workplace andor relationship

bull When do they tend to occur

bull How do people respond to these conflicts as they arise

4 When you solve problems do you do so for the moment or do you put in place systems for addressing these types of concerns in the future

Part 2 RESOLUTION

Conflict Resolution Styles

bull 1048708 Competingbull 1048708 Accommodatingbull 1048708 Avoidingbull 1048708 Compromisingbull 1048708 Collaboratingbull Take the short quiz ndash which is your conflictbull resolution style

Conflict Styles and TheirConsequences

bull 1048708 Competing relies on aggressive communicationbull low regard for relationships low level of trustbull 1048708 Accommodating onersquos needs is yielded tobull othersrsquo needs preserving the relationship is mostbull importantbull 1048708 Avoiding if we ignore it it will go away insteadbull conflict festersbull 1048708 Compromising series of tradeoffs satisfactorybull but not satisfyingbull 1048708 Collaborating pooling of individual needs andbull goals toward a common goal ldquowin-winrdquo

Conflict Other Responses

bull 1048708 Emotional responsesbull 1048708 Feelings we experience in conflictbull 1048708 Range from anger and fear to despair and confusionbull 1048708 Cognitive responsesbull 1048708 Our ideas and thoughts about conflict such as thebull ldquoinner voicerdquo or internal observations we havebull 1048708 Physical responsesbull 1048708 Include such responses heightened stress bodilybull tension increased perspiration shallow orbull accelerated breathing nausea and rapid heartbeatbull 1048708 Stress management techniques needed

Conflict The Role of Perceptions

bull Keep in mind that each party involved in thebull conflict may have a different perception of thebull situation and part of this difference may be due

tobull 1048708 Culture race and ethnicitybull 1048708 Gender differencesbull 1048708 Knowledge (general and situational)bull 1048708 Impressions of the messengerbull 1048708 Previous experiences

Resolving Conflict Interest-Based

bull Relational (IRB) Approach Theorybull 1048708 Make sure that good relationships are thebull first prioritybull 1048708 Keep people and problems separatebull 1048708 Pay attention to the interests that are beingbull presentedbull 1048708 Listen first talk secondbull 1048708 Set out the ldquoFactsrdquobull 1048708 Explore options together

• Conflict amp resolution
• What do you think this graphic represents
• Answer
• Conflict Definition
• Definition of Conflict (Eagles et al 2002 p 56)
• Conflict Working Definition
• Components of conflict (Kluwe amp Krumpe 2003)
• The conflict fishbone
• Levels and Types of Conflict A Intranational
• Levels and Types of Conflict
• Levels and Types of Conflict (Cont)
• Slide 12
• Slide 13
• Slide 14
• Slide 15
• Conflict Further Points to Consider
• Task 1 Conflict Anticipating It
• Part 2 RESOLUTION
• Conflict Resolution Styles
• Conflict Styles and Their Consequences
• Conflict Other Responses
• Conflict The Role of Perceptions
• Resolving Conflict Interest-Based
• Slide 24

The conflict fishbone

People CulturePowerpolitics

Change Leadership Environment

CONFLICTCONFLICT

Left of line = the causes of conflict within the organisationRight of line = the effects of conflict at individual micro and macro levels wwwtcmsolutionscouk

causes

effects

Levels and Types of ConflictA Intranationalbull Cross-Cultural Conflicts in PAsbull 6 types of cultural conflictsbull bull Sacred sitesreligious beliefsbull bull Resource usebull bull Land usebull bull Visitor infrastructurebull bull Recreation activitybull bull Place names

Levels and Typesof Conflict

Individual

Group

Organization

Type of conflictLevel of conflict

Within and between organizations

Within and between groups

Within and between individuals

Levels and Typesof Conflict (Cont)

bull Intraorganization conflictndash Conflict that occurs within an organizationndash At interfaces of organization functionsndash Can occur along the vertical and horizontal

dimensions of the organizationbull Vertical conflict between managers and subordinatesbull Horizontal conflict between departments and work

groups

Levels and Typesof Conflict (Cont)

bull Intragroup conflictndash Conflict among members of a groupndash Early stages of group developmentndash Ways of doing tasks or reaching groups goals

bull Intergroup conflict between two or more groups

Levels and Typesof Conflict (Cont)

bull Interpersonal conflictndash Between two or more peoplendash Differences in views about what should be donendash Efforts to get more resourcesndash Differences in orientation to work and time in

different parts of an organization

Levels and Typesof Conflict (Cont)

bull Intrapersonal conflictndash Occurs within an individual

bull Threat to a personrsquos valuesbull Feeling of unfair treatmentbull Multiple and contradictory sources of socializationbull Related to the Theory of Cognitive Dissonance (Chapter

5) and negative inequity (Chapter 8)

Levels and Typesof Conflict (Cont)

bull Interorganization conflictndash Between two or more organizationsndash Not competitionndash Examples suppliers and distributors especially

with the close links now possible

Conflict Further Points toConsider

bull Perceived threat to onersquos well-beingbull Response is based on the personrsquos perceptions of the situation (not objective review of it)bull Conflicts contain substantive procedural and psychological dimensionsbull To a large degree conflicts are predictable and expectable situations that naturally arisebull Creative problem-solving strategies are essential

Task 1Conflict Anticipating ItConsider either your workplace or a relationship and discuss about

the following Present your group discussion in the next interaction

1 What are some key sources of conflict in your workplace andor relationship

bull When do they tend to occur

bull How do people respond to these conflicts as they arise

4 When you solve problems do you do so for the moment or do you put in place systems for addressing these types of concerns in the future

Part 2 RESOLUTION

Conflict Resolution Styles

bull 1048708 Competingbull 1048708 Accommodatingbull 1048708 Avoidingbull 1048708 Compromisingbull 1048708 Collaboratingbull Take the short quiz ndash which is your conflictbull resolution style

Conflict Styles and TheirConsequences

bull 1048708 Competing relies on aggressive communicationbull low regard for relationships low level of trustbull 1048708 Accommodating onersquos needs is yielded tobull othersrsquo needs preserving the relationship is mostbull importantbull 1048708 Avoiding if we ignore it it will go away insteadbull conflict festersbull 1048708 Compromising series of tradeoffs satisfactorybull but not satisfyingbull 1048708 Collaborating pooling of individual needs andbull goals toward a common goal ldquowin-winrdquo

Conflict Other Responses

bull 1048708 Emotional responsesbull 1048708 Feelings we experience in conflictbull 1048708 Range from anger and fear to despair and confusionbull 1048708 Cognitive responsesbull 1048708 Our ideas and thoughts about conflict such as thebull ldquoinner voicerdquo or internal observations we havebull 1048708 Physical responsesbull 1048708 Include such responses heightened stress bodilybull tension increased perspiration shallow orbull accelerated breathing nausea and rapid heartbeatbull 1048708 Stress management techniques needed

Conflict The Role of Perceptions

bull Keep in mind that each party involved in thebull conflict may have a different perception of thebull situation and part of this difference may be due

tobull 1048708 Culture race and ethnicitybull 1048708 Gender differencesbull 1048708 Knowledge (general and situational)bull 1048708 Impressions of the messengerbull 1048708 Previous experiences

Resolving Conflict Interest-Based

bull Relational (IRB) Approach Theorybull 1048708 Make sure that good relationships are thebull first prioritybull 1048708 Keep people and problems separatebull 1048708 Pay attention to the interests that are beingbull presentedbull 1048708 Listen first talk secondbull 1048708 Set out the ldquoFactsrdquobull 1048708 Explore options together

• Conflict amp resolution
• What do you think this graphic represents
• Answer
• Conflict Definition
• Definition of Conflict (Eagles et al 2002 p 56)
• Conflict Working Definition
• Components of conflict (Kluwe amp Krumpe 2003)
• The conflict fishbone
• Levels and Types of Conflict A Intranational
• Levels and Types of Conflict
• Levels and Types of Conflict (Cont)
• Slide 12
• Slide 13
• Slide 14
• Slide 15
• Conflict Further Points to Consider
• Task 1 Conflict Anticipating It
• Part 2 RESOLUTION
• Conflict Resolution Styles
• Conflict Styles and Their Consequences
• Conflict Other Responses
• Conflict The Role of Perceptions
• Resolving Conflict Interest-Based
• Slide 24

Levels and Types of ConflictA Intranationalbull Cross-Cultural Conflicts in PAsbull 6 types of cultural conflictsbull bull Sacred sitesreligious beliefsbull bull Resource usebull bull Land usebull bull Visitor infrastructurebull bull Recreation activitybull bull Place names

Levels and Typesof Conflict

Individual

Group

Organization

Type of conflictLevel of conflict

Within and between organizations

Within and between groups

Within and between individuals

Levels and Typesof Conflict (Cont)

bull Intraorganization conflictndash Conflict that occurs within an organizationndash At interfaces of organization functionsndash Can occur along the vertical and horizontal

dimensions of the organizationbull Vertical conflict between managers and subordinatesbull Horizontal conflict between departments and work

groups

Levels and Typesof Conflict (Cont)

bull Intragroup conflictndash Conflict among members of a groupndash Early stages of group developmentndash Ways of doing tasks or reaching groups goals

bull Intergroup conflict between two or more groups

Levels and Typesof Conflict (Cont)

bull Interpersonal conflictndash Between two or more peoplendash Differences in views about what should be donendash Efforts to get more resourcesndash Differences in orientation to work and time in

different parts of an organization

Levels and Typesof Conflict (Cont)

bull Intrapersonal conflictndash Occurs within an individual

bull Threat to a personrsquos valuesbull Feeling of unfair treatmentbull Multiple and contradictory sources of socializationbull Related to the Theory of Cognitive Dissonance (Chapter

5) and negative inequity (Chapter 8)

Levels and Typesof Conflict (Cont)

bull Interorganization conflictndash Between two or more organizationsndash Not competitionndash Examples suppliers and distributors especially

with the close links now possible

Conflict Further Points toConsider

bull Perceived threat to onersquos well-beingbull Response is based on the personrsquos perceptions of the situation (not objective review of it)bull Conflicts contain substantive procedural and psychological dimensionsbull To a large degree conflicts are predictable and expectable situations that naturally arisebull Creative problem-solving strategies are essential

Task 1Conflict Anticipating ItConsider either your workplace or a relationship and discuss about

the following Present your group discussion in the next interaction

1 What are some key sources of conflict in your workplace andor relationship

bull When do they tend to occur

bull How do people respond to these conflicts as they arise

4 When you solve problems do you do so for the moment or do you put in place systems for addressing these types of concerns in the future

Part 2 RESOLUTION

Conflict Resolution Styles

bull 1048708 Competingbull 1048708 Accommodatingbull 1048708 Avoidingbull 1048708 Compromisingbull 1048708 Collaboratingbull Take the short quiz ndash which is your conflictbull resolution style

Conflict Styles and TheirConsequences

bull 1048708 Competing relies on aggressive communicationbull low regard for relationships low level of trustbull 1048708 Accommodating onersquos needs is yielded tobull othersrsquo needs preserving the relationship is mostbull importantbull 1048708 Avoiding if we ignore it it will go away insteadbull conflict festersbull 1048708 Compromising series of tradeoffs satisfactorybull but not satisfyingbull 1048708 Collaborating pooling of individual needs andbull goals toward a common goal ldquowin-winrdquo

Conflict Other Responses

bull 1048708 Emotional responsesbull 1048708 Feelings we experience in conflictbull 1048708 Range from anger and fear to despair and confusionbull 1048708 Cognitive responsesbull 1048708 Our ideas and thoughts about conflict such as thebull ldquoinner voicerdquo or internal observations we havebull 1048708 Physical responsesbull 1048708 Include such responses heightened stress bodilybull tension increased perspiration shallow orbull accelerated breathing nausea and rapid heartbeatbull 1048708 Stress management techniques needed

Conflict The Role of Perceptions

bull Keep in mind that each party involved in thebull conflict may have a different perception of thebull situation and part of this difference may be due

tobull 1048708 Culture race and ethnicitybull 1048708 Gender differencesbull 1048708 Knowledge (general and situational)bull 1048708 Impressions of the messengerbull 1048708 Previous experiences

Resolving Conflict Interest-Based

bull Relational (IRB) Approach Theorybull 1048708 Make sure that good relationships are thebull first prioritybull 1048708 Keep people and problems separatebull 1048708 Pay attention to the interests that are beingbull presentedbull 1048708 Listen first talk secondbull 1048708 Set out the ldquoFactsrdquobull 1048708 Explore options together

• Conflict amp resolution
• What do you think this graphic represents
• Answer
• Conflict Definition
• Definition of Conflict (Eagles et al 2002 p 56)
• Conflict Working Definition
• Components of conflict (Kluwe amp Krumpe 2003)
• The conflict fishbone
• Levels and Types of Conflict A Intranational
• Levels and Types of Conflict
• Levels and Types of Conflict (Cont)
• Slide 12
• Slide 13
• Slide 14
• Slide 15
• Conflict Further Points to Consider
• Task 1 Conflict Anticipating It
• Part 2 RESOLUTION
• Conflict Resolution Styles
• Conflict Styles and Their Consequences
• Conflict Other Responses
• Conflict The Role of Perceptions
• Resolving Conflict Interest-Based
• Slide 24

Levels and Typesof Conflict

Individual

Group

Organization

Type of conflictLevel of conflict

Within and between organizations

Within and between groups

Within and between individuals

Levels and Typesof Conflict (Cont)

bull Intraorganization conflictndash Conflict that occurs within an organizationndash At interfaces of organization functionsndash Can occur along the vertical and horizontal

dimensions of the organizationbull Vertical conflict between managers and subordinatesbull Horizontal conflict between departments and work

groups

Levels and Typesof Conflict (Cont)

bull Intragroup conflictndash Conflict among members of a groupndash Early stages of group developmentndash Ways of doing tasks or reaching groups goals

bull Intergroup conflict between two or more groups

Levels and Typesof Conflict (Cont)

bull Interpersonal conflictndash Between two or more peoplendash Differences in views about what should be donendash Efforts to get more resourcesndash Differences in orientation to work and time in

different parts of an organization

Levels and Typesof Conflict (Cont)

bull Intrapersonal conflictndash Occurs within an individual

bull Threat to a personrsquos valuesbull Feeling of unfair treatmentbull Multiple and contradictory sources of socializationbull Related to the Theory of Cognitive Dissonance (Chapter

5) and negative inequity (Chapter 8)

Levels and Typesof Conflict (Cont)

bull Interorganization conflictndash Between two or more organizationsndash Not competitionndash Examples suppliers and distributors especially

with the close links now possible

Conflict Further Points toConsider

bull Perceived threat to onersquos well-beingbull Response is based on the personrsquos perceptions of the situation (not objective review of it)bull Conflicts contain substantive procedural and psychological dimensionsbull To a large degree conflicts are predictable and expectable situations that naturally arisebull Creative problem-solving strategies are essential

Task 1Conflict Anticipating ItConsider either your workplace or a relationship and discuss about

the following Present your group discussion in the next interaction

1 What are some key sources of conflict in your workplace andor relationship

bull When do they tend to occur

bull How do people respond to these conflicts as they arise

4 When you solve problems do you do so for the moment or do you put in place systems for addressing these types of concerns in the future

Part 2 RESOLUTION

Conflict Resolution Styles

bull 1048708 Competingbull 1048708 Accommodatingbull 1048708 Avoidingbull 1048708 Compromisingbull 1048708 Collaboratingbull Take the short quiz ndash which is your conflictbull resolution style

Conflict Styles and TheirConsequences

bull 1048708 Competing relies on aggressive communicationbull low regard for relationships low level of trustbull 1048708 Accommodating onersquos needs is yielded tobull othersrsquo needs preserving the relationship is mostbull importantbull 1048708 Avoiding if we ignore it it will go away insteadbull conflict festersbull 1048708 Compromising series of tradeoffs satisfactorybull but not satisfyingbull 1048708 Collaborating pooling of individual needs andbull goals toward a common goal ldquowin-winrdquo

Conflict Other Responses

bull 1048708 Emotional responsesbull 1048708 Feelings we experience in conflictbull 1048708 Range from anger and fear to despair and confusionbull 1048708 Cognitive responsesbull 1048708 Our ideas and thoughts about conflict such as thebull ldquoinner voicerdquo or internal observations we havebull 1048708 Physical responsesbull 1048708 Include such responses heightened stress bodilybull tension increased perspiration shallow orbull accelerated breathing nausea and rapid heartbeatbull 1048708 Stress management techniques needed

Conflict The Role of Perceptions

bull Keep in mind that each party involved in thebull conflict may have a different perception of thebull situation and part of this difference may be due

tobull 1048708 Culture race and ethnicitybull 1048708 Gender differencesbull 1048708 Knowledge (general and situational)bull 1048708 Impressions of the messengerbull 1048708 Previous experiences

Resolving Conflict Interest-Based

bull Relational (IRB) Approach Theorybull 1048708 Make sure that good relationships are thebull first prioritybull 1048708 Keep people and problems separatebull 1048708 Pay attention to the interests that are beingbull presentedbull 1048708 Listen first talk secondbull 1048708 Set out the ldquoFactsrdquobull 1048708 Explore options together

• Conflict amp resolution
• What do you think this graphic represents
• Answer
• Conflict Definition
• Definition of Conflict (Eagles et al 2002 p 56)
• Conflict Working Definition
• Components of conflict (Kluwe amp Krumpe 2003)
• The conflict fishbone
• Levels and Types of Conflict A Intranational
• Levels and Types of Conflict
• Levels and Types of Conflict (Cont)
• Slide 12
• Slide 13
• Slide 14
• Slide 15
• Conflict Further Points to Consider
• Task 1 Conflict Anticipating It
• Part 2 RESOLUTION
• Conflict Resolution Styles
• Conflict Styles and Their Consequences
• Conflict Other Responses
• Conflict The Role of Perceptions
• Resolving Conflict Interest-Based
• Slide 24

Levels and Typesof Conflict (Cont)

bull Intraorganization conflictndash Conflict that occurs within an organizationndash At interfaces of organization functionsndash Can occur along the vertical and horizontal

dimensions of the organizationbull Vertical conflict between managers and subordinatesbull Horizontal conflict between departments and work

groups

Levels and Typesof Conflict (Cont)

bull Intragroup conflictndash Conflict among members of a groupndash Early stages of group developmentndash Ways of doing tasks or reaching groups goals

bull Intergroup conflict between two or more groups

Levels and Typesof Conflict (Cont)

bull Interpersonal conflictndash Between two or more peoplendash Differences in views about what should be donendash Efforts to get more resourcesndash Differences in orientation to work and time in

different parts of an organization

Levels and Typesof Conflict (Cont)

bull Intrapersonal conflictndash Occurs within an individual

bull Threat to a personrsquos valuesbull Feeling of unfair treatmentbull Multiple and contradictory sources of socializationbull Related to the Theory of Cognitive Dissonance (Chapter

5) and negative inequity (Chapter 8)

Levels and Typesof Conflict (Cont)

bull Interorganization conflictndash Between two or more organizationsndash Not competitionndash Examples suppliers and distributors especially

with the close links now possible

Conflict Further Points toConsider

bull Perceived threat to onersquos well-beingbull Response is based on the personrsquos perceptions of the situation (not objective review of it)bull Conflicts contain substantive procedural and psychological dimensionsbull To a large degree conflicts are predictable and expectable situations that naturally arisebull Creative problem-solving strategies are essential

Task 1Conflict Anticipating ItConsider either your workplace or a relationship and discuss about

the following Present your group discussion in the next interaction

1 What are some key sources of conflict in your workplace andor relationship

bull When do they tend to occur

bull How do people respond to these conflicts as they arise

4 When you solve problems do you do so for the moment or do you put in place systems for addressing these types of concerns in the future

Part 2 RESOLUTION

Conflict Resolution Styles

bull 1048708 Competingbull 1048708 Accommodatingbull 1048708 Avoidingbull 1048708 Compromisingbull 1048708 Collaboratingbull Take the short quiz ndash which is your conflictbull resolution style

Conflict Styles and TheirConsequences

bull 1048708 Competing relies on aggressive communicationbull low regard for relationships low level of trustbull 1048708 Accommodating onersquos needs is yielded tobull othersrsquo needs preserving the relationship is mostbull importantbull 1048708 Avoiding if we ignore it it will go away insteadbull conflict festersbull 1048708 Compromising series of tradeoffs satisfactorybull but not satisfyingbull 1048708 Collaborating pooling of individual needs andbull goals toward a common goal ldquowin-winrdquo

Conflict Other Responses

bull 1048708 Emotional responsesbull 1048708 Feelings we experience in conflictbull 1048708 Range from anger and fear to despair and confusionbull 1048708 Cognitive responsesbull 1048708 Our ideas and thoughts about conflict such as thebull ldquoinner voicerdquo or internal observations we havebull 1048708 Physical responsesbull 1048708 Include such responses heightened stress bodilybull tension increased perspiration shallow orbull accelerated breathing nausea and rapid heartbeatbull 1048708 Stress management techniques needed

Conflict The Role of Perceptions

bull Keep in mind that each party involved in thebull conflict may have a different perception of thebull situation and part of this difference may be due

tobull 1048708 Culture race and ethnicitybull 1048708 Gender differencesbull 1048708 Knowledge (general and situational)bull 1048708 Impressions of the messengerbull 1048708 Previous experiences

Resolving Conflict Interest-Based

bull Relational (IRB) Approach Theorybull 1048708 Make sure that good relationships are thebull first prioritybull 1048708 Keep people and problems separatebull 1048708 Pay attention to the interests that are beingbull presentedbull 1048708 Listen first talk secondbull 1048708 Set out the ldquoFactsrdquobull 1048708 Explore options together

• Conflict amp resolution
• What do you think this graphic represents
• Answer
• Conflict Definition
• Definition of Conflict (Eagles et al 2002 p 56)
• Conflict Working Definition
• Components of conflict (Kluwe amp Krumpe 2003)
• The conflict fishbone
• Levels and Types of Conflict A Intranational
• Levels and Types of Conflict
• Levels and Types of Conflict (Cont)
• Slide 12
• Slide 13
• Slide 14
• Slide 15
• Conflict Further Points to Consider
• Task 1 Conflict Anticipating It
• Part 2 RESOLUTION
• Conflict Resolution Styles
• Conflict Styles and Their Consequences
• Conflict Other Responses
• Conflict The Role of Perceptions
• Resolving Conflict Interest-Based
• Slide 24

Levels and Typesof Conflict (Cont)

bull Intragroup conflictndash Conflict among members of a groupndash Early stages of group developmentndash Ways of doing tasks or reaching groups goals

bull Intergroup conflict between two or more groups

Levels and Typesof Conflict (Cont)

bull Interpersonal conflictndash Between two or more peoplendash Differences in views about what should be donendash Efforts to get more resourcesndash Differences in orientation to work and time in

different parts of an organization

Levels and Typesof Conflict (Cont)

bull Intrapersonal conflictndash Occurs within an individual

bull Threat to a personrsquos valuesbull Feeling of unfair treatmentbull Multiple and contradictory sources of socializationbull Related to the Theory of Cognitive Dissonance (Chapter

5) and negative inequity (Chapter 8)

Levels and Typesof Conflict (Cont)

bull Interorganization conflictndash Between two or more organizationsndash Not competitionndash Examples suppliers and distributors especially

with the close links now possible

Conflict Further Points toConsider

bull Perceived threat to onersquos well-beingbull Response is based on the personrsquos perceptions of the situation (not objective review of it)bull Conflicts contain substantive procedural and psychological dimensionsbull To a large degree conflicts are predictable and expectable situations that naturally arisebull Creative problem-solving strategies are essential

Task 1Conflict Anticipating ItConsider either your workplace or a relationship and discuss about

the following Present your group discussion in the next interaction

1 What are some key sources of conflict in your workplace andor relationship

bull When do they tend to occur

bull How do people respond to these conflicts as they arise

4 When you solve problems do you do so for the moment or do you put in place systems for addressing these types of concerns in the future

Part 2 RESOLUTION

Conflict Resolution Styles

bull 1048708 Competingbull 1048708 Accommodatingbull 1048708 Avoidingbull 1048708 Compromisingbull 1048708 Collaboratingbull Take the short quiz ndash which is your conflictbull resolution style

Conflict Styles and TheirConsequences

bull 1048708 Competing relies on aggressive communicationbull low regard for relationships low level of trustbull 1048708 Accommodating onersquos needs is yielded tobull othersrsquo needs preserving the relationship is mostbull importantbull 1048708 Avoiding if we ignore it it will go away insteadbull conflict festersbull 1048708 Compromising series of tradeoffs satisfactorybull but not satisfyingbull 1048708 Collaborating pooling of individual needs andbull goals toward a common goal ldquowin-winrdquo

Conflict Other Responses

bull 1048708 Emotional responsesbull 1048708 Feelings we experience in conflictbull 1048708 Range from anger and fear to despair and confusionbull 1048708 Cognitive responsesbull 1048708 Our ideas and thoughts about conflict such as thebull ldquoinner voicerdquo or internal observations we havebull 1048708 Physical responsesbull 1048708 Include such responses heightened stress bodilybull tension increased perspiration shallow orbull accelerated breathing nausea and rapid heartbeatbull 1048708 Stress management techniques needed

Conflict The Role of Perceptions

bull Keep in mind that each party involved in thebull conflict may have a different perception of thebull situation and part of this difference may be due

tobull 1048708 Culture race and ethnicitybull 1048708 Gender differencesbull 1048708 Knowledge (general and situational)bull 1048708 Impressions of the messengerbull 1048708 Previous experiences

Resolving Conflict Interest-Based

bull Relational (IRB) Approach Theorybull 1048708 Make sure that good relationships are thebull first prioritybull 1048708 Keep people and problems separatebull 1048708 Pay attention to the interests that are beingbull presentedbull 1048708 Listen first talk secondbull 1048708 Set out the ldquoFactsrdquobull 1048708 Explore options together

• Conflict amp resolution
• What do you think this graphic represents
• Answer
• Conflict Definition
• Definition of Conflict (Eagles et al 2002 p 56)
• Conflict Working Definition
• Components of conflict (Kluwe amp Krumpe 2003)
• The conflict fishbone
• Levels and Types of Conflict A Intranational
• Levels and Types of Conflict
• Levels and Types of Conflict (Cont)
• Slide 12
• Slide 13
• Slide 14
• Slide 15
• Conflict Further Points to Consider
• Task 1 Conflict Anticipating It
• Part 2 RESOLUTION
• Conflict Resolution Styles
• Conflict Styles and Their Consequences
• Conflict Other Responses
• Conflict The Role of Perceptions
• Resolving Conflict Interest-Based
• Slide 24

Levels and Typesof Conflict (Cont)

bull Interpersonal conflictndash Between two or more peoplendash Differences in views about what should be donendash Efforts to get more resourcesndash Differences in orientation to work and time in

different parts of an organization

Levels and Typesof Conflict (Cont)

bull Intrapersonal conflictndash Occurs within an individual

bull Threat to a personrsquos valuesbull Feeling of unfair treatmentbull Multiple and contradictory sources of socializationbull Related to the Theory of Cognitive Dissonance (Chapter

5) and negative inequity (Chapter 8)

Levels and Typesof Conflict (Cont)

bull Interorganization conflictndash Between two or more organizationsndash Not competitionndash Examples suppliers and distributors especially

with the close links now possible

Conflict Further Points toConsider

bull Perceived threat to onersquos well-beingbull Response is based on the personrsquos perceptions of the situation (not objective review of it)bull Conflicts contain substantive procedural and psychological dimensionsbull To a large degree conflicts are predictable and expectable situations that naturally arisebull Creative problem-solving strategies are essential

Task 1Conflict Anticipating ItConsider either your workplace or a relationship and discuss about

the following Present your group discussion in the next interaction

1 What are some key sources of conflict in your workplace andor relationship

bull When do they tend to occur

bull How do people respond to these conflicts as they arise

4 When you solve problems do you do so for the moment or do you put in place systems for addressing these types of concerns in the future

Part 2 RESOLUTION

Conflict Resolution Styles

bull 1048708 Competingbull 1048708 Accommodatingbull 1048708 Avoidingbull 1048708 Compromisingbull 1048708 Collaboratingbull Take the short quiz ndash which is your conflictbull resolution style

Conflict Styles and TheirConsequences

bull 1048708 Competing relies on aggressive communicationbull low regard for relationships low level of trustbull 1048708 Accommodating onersquos needs is yielded tobull othersrsquo needs preserving the relationship is mostbull importantbull 1048708 Avoiding if we ignore it it will go away insteadbull conflict festersbull 1048708 Compromising series of tradeoffs satisfactorybull but not satisfyingbull 1048708 Collaborating pooling of individual needs andbull goals toward a common goal ldquowin-winrdquo

Conflict Other Responses

bull 1048708 Emotional responsesbull 1048708 Feelings we experience in conflictbull 1048708 Range from anger and fear to despair and confusionbull 1048708 Cognitive responsesbull 1048708 Our ideas and thoughts about conflict such as thebull ldquoinner voicerdquo or internal observations we havebull 1048708 Physical responsesbull 1048708 Include such responses heightened stress bodilybull tension increased perspiration shallow orbull accelerated breathing nausea and rapid heartbeatbull 1048708 Stress management techniques needed

Conflict The Role of Perceptions

bull Keep in mind that each party involved in thebull conflict may have a different perception of thebull situation and part of this difference may be due

tobull 1048708 Culture race and ethnicitybull 1048708 Gender differencesbull 1048708 Knowledge (general and situational)bull 1048708 Impressions of the messengerbull 1048708 Previous experiences

Resolving Conflict Interest-Based

bull Relational (IRB) Approach Theorybull 1048708 Make sure that good relationships are thebull first prioritybull 1048708 Keep people and problems separatebull 1048708 Pay attention to the interests that are beingbull presentedbull 1048708 Listen first talk secondbull 1048708 Set out the ldquoFactsrdquobull 1048708 Explore options together

• Conflict amp resolution
• What do you think this graphic represents
• Answer
• Conflict Definition
• Definition of Conflict (Eagles et al 2002 p 56)
• Conflict Working Definition
• Components of conflict (Kluwe amp Krumpe 2003)
• The conflict fishbone
• Levels and Types of Conflict A Intranational
• Levels and Types of Conflict
• Levels and Types of Conflict (Cont)
• Slide 12
• Slide 13
• Slide 14
• Slide 15
• Conflict Further Points to Consider
• Task 1 Conflict Anticipating It
• Part 2 RESOLUTION
• Conflict Resolution Styles
• Conflict Styles and Their Consequences
• Conflict Other Responses
• Conflict The Role of Perceptions
• Resolving Conflict Interest-Based
• Slide 24

Levels and Typesof Conflict (Cont)

bull Intrapersonal conflictndash Occurs within an individual

bull Threat to a personrsquos valuesbull Feeling of unfair treatmentbull Multiple and contradictory sources of socializationbull Related to the Theory of Cognitive Dissonance (Chapter

5) and negative inequity (Chapter 8)

Levels and Typesof Conflict (Cont)

bull Interorganization conflictndash Between two or more organizationsndash Not competitionndash Examples suppliers and distributors especially

with the close links now possible

Conflict Further Points toConsider

bull Perceived threat to onersquos well-beingbull Response is based on the personrsquos perceptions of the situation (not objective review of it)bull Conflicts contain substantive procedural and psychological dimensionsbull To a large degree conflicts are predictable and expectable situations that naturally arisebull Creative problem-solving strategies are essential

Task 1Conflict Anticipating ItConsider either your workplace or a relationship and discuss about

the following Present your group discussion in the next interaction

1 What are some key sources of conflict in your workplace andor relationship

bull When do they tend to occur

bull How do people respond to these conflicts as they arise

4 When you solve problems do you do so for the moment or do you put in place systems for addressing these types of concerns in the future

Part 2 RESOLUTION

Conflict Resolution Styles

bull 1048708 Competingbull 1048708 Accommodatingbull 1048708 Avoidingbull 1048708 Compromisingbull 1048708 Collaboratingbull Take the short quiz ndash which is your conflictbull resolution style

Conflict Styles and TheirConsequences

bull 1048708 Competing relies on aggressive communicationbull low regard for relationships low level of trustbull 1048708 Accommodating onersquos needs is yielded tobull othersrsquo needs preserving the relationship is mostbull importantbull 1048708 Avoiding if we ignore it it will go away insteadbull conflict festersbull 1048708 Compromising series of tradeoffs satisfactorybull but not satisfyingbull 1048708 Collaborating pooling of individual needs andbull goals toward a common goal ldquowin-winrdquo

Conflict Other Responses

bull 1048708 Emotional responsesbull 1048708 Feelings we experience in conflictbull 1048708 Range from anger and fear to despair and confusionbull 1048708 Cognitive responsesbull 1048708 Our ideas and thoughts about conflict such as thebull ldquoinner voicerdquo or internal observations we havebull 1048708 Physical responsesbull 1048708 Include such responses heightened stress bodilybull tension increased perspiration shallow orbull accelerated breathing nausea and rapid heartbeatbull 1048708 Stress management techniques needed

Conflict The Role of Perceptions

bull Keep in mind that each party involved in thebull conflict may have a different perception of thebull situation and part of this difference may be due

tobull 1048708 Culture race and ethnicitybull 1048708 Gender differencesbull 1048708 Knowledge (general and situational)bull 1048708 Impressions of the messengerbull 1048708 Previous experiences

Resolving Conflict Interest-Based

bull Relational (IRB) Approach Theorybull 1048708 Make sure that good relationships are thebull first prioritybull 1048708 Keep people and problems separatebull 1048708 Pay attention to the interests that are beingbull presentedbull 1048708 Listen first talk secondbull 1048708 Set out the ldquoFactsrdquobull 1048708 Explore options together

• Conflict amp resolution
• What do you think this graphic represents
• Answer
• Conflict Definition
• Definition of Conflict (Eagles et al 2002 p 56)
• Conflict Working Definition
• Components of conflict (Kluwe amp Krumpe 2003)
• The conflict fishbone
• Levels and Types of Conflict A Intranational
• Levels and Types of Conflict
• Levels and Types of Conflict (Cont)
• Slide 12
• Slide 13
• Slide 14
• Slide 15
• Conflict Further Points to Consider
• Task 1 Conflict Anticipating It
• Part 2 RESOLUTION
• Conflict Resolution Styles
• Conflict Styles and Their Consequences
• Conflict Other Responses
• Conflict The Role of Perceptions
• Resolving Conflict Interest-Based
• Slide 24

Levels and Typesof Conflict (Cont)

bull Interorganization conflictndash Between two or more organizationsndash Not competitionndash Examples suppliers and distributors especially

with the close links now possible

Conflict Further Points toConsider

bull Perceived threat to onersquos well-beingbull Response is based on the personrsquos perceptions of the situation (not objective review of it)bull Conflicts contain substantive procedural and psychological dimensionsbull To a large degree conflicts are predictable and expectable situations that naturally arisebull Creative problem-solving strategies are essential

Task 1Conflict Anticipating ItConsider either your workplace or a relationship and discuss about

the following Present your group discussion in the next interaction

1 What are some key sources of conflict in your workplace andor relationship

bull When do they tend to occur

bull How do people respond to these conflicts as they arise

4 When you solve problems do you do so for the moment or do you put in place systems for addressing these types of concerns in the future

Part 2 RESOLUTION

Conflict Resolution Styles

bull 1048708 Competingbull 1048708 Accommodatingbull 1048708 Avoidingbull 1048708 Compromisingbull 1048708 Collaboratingbull Take the short quiz ndash which is your conflictbull resolution style

Conflict Styles and TheirConsequences

bull 1048708 Competing relies on aggressive communicationbull low regard for relationships low level of trustbull 1048708 Accommodating onersquos needs is yielded tobull othersrsquo needs preserving the relationship is mostbull importantbull 1048708 Avoiding if we ignore it it will go away insteadbull conflict festersbull 1048708 Compromising series of tradeoffs satisfactorybull but not satisfyingbull 1048708 Collaborating pooling of individual needs andbull goals toward a common goal ldquowin-winrdquo

Conflict Other Responses

bull 1048708 Emotional responsesbull 1048708 Feelings we experience in conflictbull 1048708 Range from anger and fear to despair and confusionbull 1048708 Cognitive responsesbull 1048708 Our ideas and thoughts about conflict such as thebull ldquoinner voicerdquo or internal observations we havebull 1048708 Physical responsesbull 1048708 Include such responses heightened stress bodilybull tension increased perspiration shallow orbull accelerated breathing nausea and rapid heartbeatbull 1048708 Stress management techniques needed

Conflict The Role of Perceptions

bull Keep in mind that each party involved in thebull conflict may have a different perception of thebull situation and part of this difference may be due

tobull 1048708 Culture race and ethnicitybull 1048708 Gender differencesbull 1048708 Knowledge (general and situational)bull 1048708 Impressions of the messengerbull 1048708 Previous experiences

Resolving Conflict Interest-Based

bull Relational (IRB) Approach Theorybull 1048708 Make sure that good relationships are thebull first prioritybull 1048708 Keep people and problems separatebull 1048708 Pay attention to the interests that are beingbull presentedbull 1048708 Listen first talk secondbull 1048708 Set out the ldquoFactsrdquobull 1048708 Explore options together

• Conflict amp resolution
• What do you think this graphic represents
• Answer
• Conflict Definition
• Definition of Conflict (Eagles et al 2002 p 56)
• Conflict Working Definition
• Components of conflict (Kluwe amp Krumpe 2003)
• The conflict fishbone
• Levels and Types of Conflict A Intranational
• Levels and Types of Conflict
• Levels and Types of Conflict (Cont)
• Slide 12
• Slide 13
• Slide 14
• Slide 15
• Conflict Further Points to Consider
• Task 1 Conflict Anticipating It
• Part 2 RESOLUTION
• Conflict Resolution Styles
• Conflict Styles and Their Consequences
• Conflict Other Responses
• Conflict The Role of Perceptions
• Resolving Conflict Interest-Based
• Slide 24

Conflict Further Points toConsider

bull Perceived threat to onersquos well-beingbull Response is based on the personrsquos perceptions of the situation (not objective review of it)bull Conflicts contain substantive procedural and psychological dimensionsbull To a large degree conflicts are predictable and expectable situations that naturally arisebull Creative problem-solving strategies are essential

Task 1Conflict Anticipating ItConsider either your workplace or a relationship and discuss about

the following Present your group discussion in the next interaction

1 What are some key sources of conflict in your workplace andor relationship

bull When do they tend to occur

bull How do people respond to these conflicts as they arise

4 When you solve problems do you do so for the moment or do you put in place systems for addressing these types of concerns in the future

Part 2 RESOLUTION

Conflict Resolution Styles

bull 1048708 Competingbull 1048708 Accommodatingbull 1048708 Avoidingbull 1048708 Compromisingbull 1048708 Collaboratingbull Take the short quiz ndash which is your conflictbull resolution style

Conflict Styles and TheirConsequences

bull 1048708 Competing relies on aggressive communicationbull low regard for relationships low level of trustbull 1048708 Accommodating onersquos needs is yielded tobull othersrsquo needs preserving the relationship is mostbull importantbull 1048708 Avoiding if we ignore it it will go away insteadbull conflict festersbull 1048708 Compromising series of tradeoffs satisfactorybull but not satisfyingbull 1048708 Collaborating pooling of individual needs andbull goals toward a common goal ldquowin-winrdquo

Conflict Other Responses

bull 1048708 Emotional responsesbull 1048708 Feelings we experience in conflictbull 1048708 Range from anger and fear to despair and confusionbull 1048708 Cognitive responsesbull 1048708 Our ideas and thoughts about conflict such as thebull ldquoinner voicerdquo or internal observations we havebull 1048708 Physical responsesbull 1048708 Include such responses heightened stress bodilybull tension increased perspiration shallow orbull accelerated breathing nausea and rapid heartbeatbull 1048708 Stress management techniques needed

Conflict The Role of Perceptions

bull Keep in mind that each party involved in thebull conflict may have a different perception of thebull situation and part of this difference may be due

tobull 1048708 Culture race and ethnicitybull 1048708 Gender differencesbull 1048708 Knowledge (general and situational)bull 1048708 Impressions of the messengerbull 1048708 Previous experiences

Resolving Conflict Interest-Based

bull Relational (IRB) Approach Theorybull 1048708 Make sure that good relationships are thebull first prioritybull 1048708 Keep people and problems separatebull 1048708 Pay attention to the interests that are beingbull presentedbull 1048708 Listen first talk secondbull 1048708 Set out the ldquoFactsrdquobull 1048708 Explore options together

• Conflict amp resolution
• What do you think this graphic represents
• Answer
• Conflict Definition
• Definition of Conflict (Eagles et al 2002 p 56)
• Conflict Working Definition
• Components of conflict (Kluwe amp Krumpe 2003)
• The conflict fishbone
• Levels and Types of Conflict A Intranational
• Levels and Types of Conflict
• Levels and Types of Conflict (Cont)
• Slide 12
• Slide 13
• Slide 14
• Slide 15
• Conflict Further Points to Consider
• Task 1 Conflict Anticipating It
• Part 2 RESOLUTION
• Conflict Resolution Styles
• Conflict Styles and Their Consequences
• Conflict Other Responses
• Conflict The Role of Perceptions
• Resolving Conflict Interest-Based
• Slide 24

Task 1Conflict Anticipating ItConsider either your workplace or a relationship and discuss about

the following Present your group discussion in the next interaction

1 What are some key sources of conflict in your workplace andor relationship

bull When do they tend to occur

bull How do people respond to these conflicts as they arise

4 When you solve problems do you do so for the moment or do you put in place systems for addressing these types of concerns in the future

Part 2 RESOLUTION

Conflict Resolution Styles

bull 1048708 Competingbull 1048708 Accommodatingbull 1048708 Avoidingbull 1048708 Compromisingbull 1048708 Collaboratingbull Take the short quiz ndash which is your conflictbull resolution style

Conflict Styles and TheirConsequences

bull 1048708 Competing relies on aggressive communicationbull low regard for relationships low level of trustbull 1048708 Accommodating onersquos needs is yielded tobull othersrsquo needs preserving the relationship is mostbull importantbull 1048708 Avoiding if we ignore it it will go away insteadbull conflict festersbull 1048708 Compromising series of tradeoffs satisfactorybull but not satisfyingbull 1048708 Collaborating pooling of individual needs andbull goals toward a common goal ldquowin-winrdquo

Conflict Other Responses

bull 1048708 Emotional responsesbull 1048708 Feelings we experience in conflictbull 1048708 Range from anger and fear to despair and confusionbull 1048708 Cognitive responsesbull 1048708 Our ideas and thoughts about conflict such as thebull ldquoinner voicerdquo or internal observations we havebull 1048708 Physical responsesbull 1048708 Include such responses heightened stress bodilybull tension increased perspiration shallow orbull accelerated breathing nausea and rapid heartbeatbull 1048708 Stress management techniques needed

Conflict The Role of Perceptions

bull Keep in mind that each party involved in thebull conflict may have a different perception of thebull situation and part of this difference may be due

tobull 1048708 Culture race and ethnicitybull 1048708 Gender differencesbull 1048708 Knowledge (general and situational)bull 1048708 Impressions of the messengerbull 1048708 Previous experiences

Resolving Conflict Interest-Based

bull Relational (IRB) Approach Theorybull 1048708 Make sure that good relationships are thebull first prioritybull 1048708 Keep people and problems separatebull 1048708 Pay attention to the interests that are beingbull presentedbull 1048708 Listen first talk secondbull 1048708 Set out the ldquoFactsrdquobull 1048708 Explore options together

• Conflict amp resolution
• What do you think this graphic represents
• Answer
• Conflict Definition
• Definition of Conflict (Eagles et al 2002 p 56)
• Conflict Working Definition
• Components of conflict (Kluwe amp Krumpe 2003)
• The conflict fishbone
• Levels and Types of Conflict A Intranational
• Levels and Types of Conflict
• Levels and Types of Conflict (Cont)
• Slide 12
• Slide 13
• Slide 14
• Slide 15
• Conflict Further Points to Consider
• Task 1 Conflict Anticipating It
• Part 2 RESOLUTION
• Conflict Resolution Styles
• Conflict Styles and Their Consequences
• Conflict Other Responses
• Conflict The Role of Perceptions
• Resolving Conflict Interest-Based
• Slide 24

Part 2 RESOLUTION

Conflict Resolution Styles

bull 1048708 Competingbull 1048708 Accommodatingbull 1048708 Avoidingbull 1048708 Compromisingbull 1048708 Collaboratingbull Take the short quiz ndash which is your conflictbull resolution style

Conflict Styles and TheirConsequences

bull 1048708 Competing relies on aggressive communicationbull low regard for relationships low level of trustbull 1048708 Accommodating onersquos needs is yielded tobull othersrsquo needs preserving the relationship is mostbull importantbull 1048708 Avoiding if we ignore it it will go away insteadbull conflict festersbull 1048708 Compromising series of tradeoffs satisfactorybull but not satisfyingbull 1048708 Collaborating pooling of individual needs andbull goals toward a common goal ldquowin-winrdquo

Conflict Other Responses

bull 1048708 Emotional responsesbull 1048708 Feelings we experience in conflictbull 1048708 Range from anger and fear to despair and confusionbull 1048708 Cognitive responsesbull 1048708 Our ideas and thoughts about conflict such as thebull ldquoinner voicerdquo or internal observations we havebull 1048708 Physical responsesbull 1048708 Include such responses heightened stress bodilybull tension increased perspiration shallow orbull accelerated breathing nausea and rapid heartbeatbull 1048708 Stress management techniques needed

Conflict The Role of Perceptions

bull Keep in mind that each party involved in thebull conflict may have a different perception of thebull situation and part of this difference may be due

tobull 1048708 Culture race and ethnicitybull 1048708 Gender differencesbull 1048708 Knowledge (general and situational)bull 1048708 Impressions of the messengerbull 1048708 Previous experiences

Resolving Conflict Interest-Based

bull Relational (IRB) Approach Theorybull 1048708 Make sure that good relationships are thebull first prioritybull 1048708 Keep people and problems separatebull 1048708 Pay attention to the interests that are beingbull presentedbull 1048708 Listen first talk secondbull 1048708 Set out the ldquoFactsrdquobull 1048708 Explore options together

• Conflict amp resolution
• What do you think this graphic represents
• Answer
• Conflict Definition
• Definition of Conflict (Eagles et al 2002 p 56)
• Conflict Working Definition
• Components of conflict (Kluwe amp Krumpe 2003)
• The conflict fishbone
• Levels and Types of Conflict A Intranational
• Levels and Types of Conflict
• Levels and Types of Conflict (Cont)
• Slide 12
• Slide 13
• Slide 14
• Slide 15
• Conflict Further Points to Consider
• Task 1 Conflict Anticipating It
• Part 2 RESOLUTION
• Conflict Resolution Styles
• Conflict Styles and Their Consequences
• Conflict Other Responses
• Conflict The Role of Perceptions
• Resolving Conflict Interest-Based
• Slide 24

Conflict Resolution Styles

bull 1048708 Competingbull 1048708 Accommodatingbull 1048708 Avoidingbull 1048708 Compromisingbull 1048708 Collaboratingbull Take the short quiz ndash which is your conflictbull resolution style

Conflict Styles and TheirConsequences

bull 1048708 Competing relies on aggressive communicationbull low regard for relationships low level of trustbull 1048708 Accommodating onersquos needs is yielded tobull othersrsquo needs preserving the relationship is mostbull importantbull 1048708 Avoiding if we ignore it it will go away insteadbull conflict festersbull 1048708 Compromising series of tradeoffs satisfactorybull but not satisfyingbull 1048708 Collaborating pooling of individual needs andbull goals toward a common goal ldquowin-winrdquo

Conflict Other Responses

bull 1048708 Emotional responsesbull 1048708 Feelings we experience in conflictbull 1048708 Range from anger and fear to despair and confusionbull 1048708 Cognitive responsesbull 1048708 Our ideas and thoughts about conflict such as thebull ldquoinner voicerdquo or internal observations we havebull 1048708 Physical responsesbull 1048708 Include such responses heightened stress bodilybull tension increased perspiration shallow orbull accelerated breathing nausea and rapid heartbeatbull 1048708 Stress management techniques needed

Conflict The Role of Perceptions

bull Keep in mind that each party involved in thebull conflict may have a different perception of thebull situation and part of this difference may be due

tobull 1048708 Culture race and ethnicitybull 1048708 Gender differencesbull 1048708 Knowledge (general and situational)bull 1048708 Impressions of the messengerbull 1048708 Previous experiences

Resolving Conflict Interest-Based

bull Relational (IRB) Approach Theorybull 1048708 Make sure that good relationships are thebull first prioritybull 1048708 Keep people and problems separatebull 1048708 Pay attention to the interests that are beingbull presentedbull 1048708 Listen first talk secondbull 1048708 Set out the ldquoFactsrdquobull 1048708 Explore options together

• Conflict amp resolution
• What do you think this graphic represents
• Answer
• Conflict Definition
• Definition of Conflict (Eagles et al 2002 p 56)
• Conflict Working Definition
• Components of conflict (Kluwe amp Krumpe 2003)
• The conflict fishbone
• Levels and Types of Conflict A Intranational
• Levels and Types of Conflict
• Levels and Types of Conflict (Cont)
• Slide 12
• Slide 13
• Slide 14
• Slide 15
• Conflict Further Points to Consider
• Task 1 Conflict Anticipating It
• Part 2 RESOLUTION
• Conflict Resolution Styles
• Conflict Styles and Their Consequences
• Conflict Other Responses
• Conflict The Role of Perceptions
• Resolving Conflict Interest-Based
• Slide 24

Conflict Styles and TheirConsequences

bull 1048708 Competing relies on aggressive communicationbull low regard for relationships low level of trustbull 1048708 Accommodating onersquos needs is yielded tobull othersrsquo needs preserving the relationship is mostbull importantbull 1048708 Avoiding if we ignore it it will go away insteadbull conflict festersbull 1048708 Compromising series of tradeoffs satisfactorybull but not satisfyingbull 1048708 Collaborating pooling of individual needs andbull goals toward a common goal ldquowin-winrdquo

Conflict Other Responses

bull 1048708 Emotional responsesbull 1048708 Feelings we experience in conflictbull 1048708 Range from anger and fear to despair and confusionbull 1048708 Cognitive responsesbull 1048708 Our ideas and thoughts about conflict such as thebull ldquoinner voicerdquo or internal observations we havebull 1048708 Physical responsesbull 1048708 Include such responses heightened stress bodilybull tension increased perspiration shallow orbull accelerated breathing nausea and rapid heartbeatbull 1048708 Stress management techniques needed

Conflict The Role of Perceptions

bull Keep in mind that each party involved in thebull conflict may have a different perception of thebull situation and part of this difference may be due

tobull 1048708 Culture race and ethnicitybull 1048708 Gender differencesbull 1048708 Knowledge (general and situational)bull 1048708 Impressions of the messengerbull 1048708 Previous experiences

Resolving Conflict Interest-Based

bull Relational (IRB) Approach Theorybull 1048708 Make sure that good relationships are thebull first prioritybull 1048708 Keep people and problems separatebull 1048708 Pay attention to the interests that are beingbull presentedbull 1048708 Listen first talk secondbull 1048708 Set out the ldquoFactsrdquobull 1048708 Explore options together

• Conflict amp resolution
• What do you think this graphic represents
• Answer
• Conflict Definition
• Definition of Conflict (Eagles et al 2002 p 56)
• Conflict Working Definition
• Components of conflict (Kluwe amp Krumpe 2003)
• The conflict fishbone
• Levels and Types of Conflict A Intranational
• Levels and Types of Conflict
• Levels and Types of Conflict (Cont)
• Slide 12
• Slide 13
• Slide 14
• Slide 15
• Conflict Further Points to Consider
• Task 1 Conflict Anticipating It
• Part 2 RESOLUTION
• Conflict Resolution Styles
• Conflict Styles and Their Consequences
• Conflict Other Responses
• Conflict The Role of Perceptions
• Resolving Conflict Interest-Based
• Slide 24

Conflict Other Responses

bull 1048708 Emotional responsesbull 1048708 Feelings we experience in conflictbull 1048708 Range from anger and fear to despair and confusionbull 1048708 Cognitive responsesbull 1048708 Our ideas and thoughts about conflict such as thebull ldquoinner voicerdquo or internal observations we havebull 1048708 Physical responsesbull 1048708 Include such responses heightened stress bodilybull tension increased perspiration shallow orbull accelerated breathing nausea and rapid heartbeatbull 1048708 Stress management techniques needed

Conflict The Role of Perceptions

bull Keep in mind that each party involved in thebull conflict may have a different perception of thebull situation and part of this difference may be due

tobull 1048708 Culture race and ethnicitybull 1048708 Gender differencesbull 1048708 Knowledge (general and situational)bull 1048708 Impressions of the messengerbull 1048708 Previous experiences

Resolving Conflict Interest-Based

bull Relational (IRB) Approach Theorybull 1048708 Make sure that good relationships are thebull first prioritybull 1048708 Keep people and problems separatebull 1048708 Pay attention to the interests that are beingbull presentedbull 1048708 Listen first talk secondbull 1048708 Set out the ldquoFactsrdquobull 1048708 Explore options together

• Conflict amp resolution
• What do you think this graphic represents
• Answer
• Conflict Definition
• Definition of Conflict (Eagles et al 2002 p 56)
• Conflict Working Definition
• Components of conflict (Kluwe amp Krumpe 2003)
• The conflict fishbone
• Levels and Types of Conflict A Intranational
• Levels and Types of Conflict
• Levels and Types of Conflict (Cont)
• Slide 12
• Slide 13
• Slide 14
• Slide 15
• Conflict Further Points to Consider
• Task 1 Conflict Anticipating It
• Part 2 RESOLUTION
• Conflict Resolution Styles
• Conflict Styles and Their Consequences
• Conflict Other Responses
• Conflict The Role of Perceptions
• Resolving Conflict Interest-Based
• Slide 24

Conflict The Role of Perceptions

bull Keep in mind that each party involved in thebull conflict may have a different perception of thebull situation and part of this difference may be due

tobull 1048708 Culture race and ethnicitybull 1048708 Gender differencesbull 1048708 Knowledge (general and situational)bull 1048708 Impressions of the messengerbull 1048708 Previous experiences

Resolving Conflict Interest-Based

bull Relational (IRB) Approach Theorybull 1048708 Make sure that good relationships are thebull first prioritybull 1048708 Keep people and problems separatebull 1048708 Pay attention to the interests that are beingbull presentedbull 1048708 Listen first talk secondbull 1048708 Set out the ldquoFactsrdquobull 1048708 Explore options together

• Conflict amp resolution
• What do you think this graphic represents
• Answer
• Conflict Definition
• Definition of Conflict (Eagles et al 2002 p 56)
• Conflict Working Definition
• Components of conflict (Kluwe amp Krumpe 2003)
• The conflict fishbone
• Levels and Types of Conflict A Intranational
• Levels and Types of Conflict
• Levels and Types of Conflict (Cont)
• Slide 12
• Slide 13
• Slide 14
• Slide 15
• Conflict Further Points to Consider
• Task 1 Conflict Anticipating It
• Part 2 RESOLUTION
• Conflict Resolution Styles
• Conflict Styles and Their Consequences
• Conflict Other Responses
• Conflict The Role of Perceptions
• Resolving Conflict Interest-Based
• Slide 24

Resolving Conflict Interest-Based

bull Relational (IRB) Approach Theorybull 1048708 Make sure that good relationships are thebull first prioritybull 1048708 Keep people and problems separatebull 1048708 Pay attention to the interests that are beingbull presentedbull 1048708 Listen first talk secondbull 1048708 Set out the ldquoFactsrdquobull 1048708 Explore options together

• Conflict amp resolution
• What do you think this graphic represents
• Answer
• Conflict Definition
• Definition of Conflict (Eagles et al 2002 p 56)
• Conflict Working Definition
• Components of conflict (Kluwe amp Krumpe 2003)
• The conflict fishbone
• Levels and Types of Conflict A Intranational
• Levels and Types of Conflict
• Levels and Types of Conflict (Cont)
• Slide 12
• Slide 13
• Slide 14
• Slide 15
• Conflict Further Points to Consider
• Task 1 Conflict Anticipating It
• Part 2 RESOLUTION
• Conflict Resolution Styles
• Conflict Styles and Their Consequences
• Conflict Other Responses
• Conflict The Role of Perceptions
• Resolving Conflict Interest-Based
• Slide 24

• Conflict amp resolution
• What do you think this graphic represents
• Answer
• Conflict Definition
• Definition of Conflict (Eagles et al 2002 p 56)
• Conflict Working Definition
• Components of conflict (Kluwe amp Krumpe 2003)
• The conflict fishbone
• Levels and Types of Conflict A Intranational
• Levels and Types of Conflict
• Levels and Types of Conflict (Cont)
• Slide 12
• Slide 13
• Slide 14
• Slide 15
• Conflict Further Points to Consider
• Task 1 Conflict Anticipating It
• Part 2 RESOLUTION
• Conflict Resolution Styles
• Conflict Styles and Their Consequences
• Conflict Other Responses
• Conflict The Role of Perceptions
• Resolving Conflict Interest-Based
• Slide 24