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CONFLICT

MANAGEMENT

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Learning Objectives

Identify the types of conflict.

List sources of conflict.

Define conflict analysis.

Give examples of potential solutions to a

conflict.

Compare and contrast styles of conflict

management.

Explain how to deal with special conflict

cases.

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Types of Conflict

Conflict

– Occurs when one person sees that another person

has damaged or is about to damage something

that the other person cares about.

– Results in minor inconveniences, major losses,

and company failures.

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Common aspects involved in all types of

conflict:

– Conflict must be perceived by all people involved.

– Most definitions involve opposition or

incompatibility.

– Some type of interaction in ongoing.

Types of Conflict

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Conflicts can be classified as:

– Functional (constructive) or Dysfunctional

(destructive) conflict.

Types of Conflict

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Classifying conflict by the participants in the

conflict:

– Inner conflict – Occurs within an individual; it might

involve values, loyalties, or priorities.

– Person-versus-person conflict – Involves two

people having personality differences, values

conflicts, and loyalties among other issues.

– Intragroup conflict – When two groups form and

take sides.

– Person-versus-group conflict – When a member of

a group breaks its rules or norms.

Types of Conflict

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Sources of Conflict

Figure 13.1: Sources of Conflict

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Content conflict - Focuses on disagreements

over the meaning of a statement or concept.

Values conflict - Occurs when one set of

values clashes with another, and a decision

has to be made.

Sources of Conflict

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Negotiation-of-selves conflict – Process of

defining oneself to others and responding to

their implied definitions of themselves.

Institutionalized conflict – Occurs when a

conflict factor is built into the structure of an

organization.

Sources of Conflict

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Conflict Analysis

Questions that help manage a conflict

– Who is involved?

– What is at stake?

– How important is time?

– What are the tie-ins with other issues?

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Potential Solutions

Win-lose strategy – Allows one side of the

conflict to win over the other.

The two approaches are:

– Win-lose approach – Allows one side of a conflict

to win at the expense of the other

Democratic vote.

Arbitrary approach

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Lose-lose strategy – Everyone gives up

something and the focus is on compromise.

Win-win strategy – Leads to a solution in

which both sides feel that they have come

out on top.

Potential Solutions

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Styles of Conflict Management

Five common approaches:– Competitor – Tries a win-lose approach, especially

if he/she is personally involved.

– Avoider – Keeps away from conflicts, and values neutrality highly.

– Compromiser – Uses his/her skills to blend differences and form a workable alternative.

– Accommodator – Wants to avoid conflict by engaging in positive thinking.

– Collaborator – Brings both sides together for discussion and tries to bring about a win-win solution.

14Figure 13.2: The Thomas–Kilman Conflict Model

Styles of Conflict Management

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Dealing with Special Conflict Cases

Low conformers

– Think independently, solve problems creatively,

and often cause some conflict.

– Working with and managing this type of personality

requires a patience and good will.

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Suggestions for dealing with an envious

person at work:

– Avoid destructive conflict with the envious person.

– Confront the envious co-worker.

– Avoid excessive contact with the envious person.

– Discuss the problem with your manager.

– Build up the envious person’s self-esteem.

Dealing with Special Conflict Cases

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Steps to deal with whiners and complainers:

– Listen, but not too much.

– Do frequent reality checks.

– Challenge the word unfair.

– Be a team leader or player.

Dealing with Special Conflict Cases

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Steps to get meaningful feedback from

passive, unresponsive people:

– Ask open-ended questions.

– Develop and use a friendly, silent gaze.

– Don’t fill the space.

– Make statements to help break the tension.

– Set time limits.

Dealing with Special Conflict Cases

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Dealing with different types of people requires

patience, good listening skills, and time.

Whenever a conflict with a difficult person

begins, one must plan the strategy

accordingly.

It would be a good idea to deal with difficulties

on an event-by-event basis.

Dealing with Special Conflict Cases

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Strategies for Success

Negotiate win-win solutions:

1. Get emotions under control.

2. Agree on ground rules.

3. Clarify all positions.

4. Explore multiple needs and issues.

5. Develop alternatives.

6. Choose solutions that are win-win.

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Make collaboration work:

1. Identify the problem.

2. Generate a solution.

3. Identify an action plan.

4. Put the action plan to work.

Strategies for Success

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Stop conflicts before they start:

1. Turn the people around you into winners.

2. Work together on common goals.

3. Communicate, communicate, communicate.

Strategies for Success

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Summary

Conflicts can be functional or dysfunctional; or

inner conflict, person-against-person conflict,

intragroup conflict, and person-against-group

conflict.

The four sources of conflict are content

conflict, values conflict, negotiations-of-selves

conflict, and institutionalized conflict.

The solutions to a conflict can be win-win,

win-lose, or lose-lose.

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The five conflict management styles are

competitor, avoider, compromiser,

accommodator, and collaborator.

Different strategies are used for dealing with

low conformers, envious people, whiners and

complainers, and passive people.

Summary