session 11 conflict management

8/2/2019 Session 11 Conflict Management

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Learning Objectives of this

topic Learn the nature of conflict

know intraindividual and interactive conflict.

Learn strategies for negotiation skills for conflictresolution.


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Clarifying Confusion About Conflict

Conflict is when two or more values, perspectivesand opinions are contradictory in nature andhaven't been aligned or agreed about yet,including:1. Within yourself when you're not living accordingto your values;2. When your values and perspectives are

threatened; or3. Discomfort from fear of the unknown or fromlack of fulfillment.


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Conflict is often needed. It:1. Helps to raise and address problems.2. Energizes work to be on the most appropriate issues.3. Helps people "be real.

4. Helps people learn how to recognize and benefitfrom their differences.


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Conflict is a problem when it:1. Hampers productivity.2. Lowers morale.3. Causes more and continued conflicts.4. Causes inappropriate behaviors.


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Conflict is the result of a situation wherein the needsor ideas of one person are at odds or in opposition tothe needs or ideas of another.

Conflict is an expressed struggle between at least twointerdependent parties who perceives incompatiblegoals, scarce rewards and interference


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Styles of managing conflict Withdrawing: a form of conflict management in

which people physically or psychologically removethemselves from the conflict.

Accommodating is giving in to the others needswhile ignoring your own.

Forcing is demanding through physical threats, verbalattacks, coercion or manipulation that your needs be

satisfied or your ideas be accepted.


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Compromisingoccurs when both people makesacrifices to find some common ground.

Collaborating is problem solving by addressing theneeds and issues of each party to arrive at a solutionthat is mutually satisfying.


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Communication Skills for Resolving Conflicts

through CollaborationInitiating conflict Appropriately1. State ownership of the apparent problem.2. Describe the potential conflict in terms of the

behavior you observe, the consequences, andyour feelings about it.

3. Avoid letting other person change the subject.4. Phrase your solution in a way that focuses on

common ground.5. Think through what you will say before you

confront the other person, so that your requestwill be brief and precise.


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Responding to Conflict Effectively Disengage

Listen to non verbal cues as well as to the verbal

message. Respond Empathically with genuine interest and

concern.


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Paraphrase your understanding of the problem andask questions to clarify issues.

Seek common ground by finding some aspect of thecomplaint to agree with.

Ask the person to suggest alternatives.


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Conflict in GroupsThe first step in managing conflict in groups is to

identify the conflict.

Do the group members know that a conflict exists?

Are the group members arguing over competing goals?

Are scarce resources at stake?

Are the group members dependent on each other tosolve the conflict?


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Defensive climate The climate in which conflict is managed is

important.

Groups should avoid a defensive climate, which is

characterized by these qualities: Evaluation: judging and criticizing other group

members.

Control: imposing the will of one group member on

the others. Strategy: using hidden agendas.


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Neutrality: demonstrating indifference and lack ofcommitment.

Superiority: expressing dominance.Certainty: being rigid in one's willingness to listen to

others.


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Supportive ClimateInstead, groups should foster a supportive climate,

marked by these traits:

Description: presenting ideas or opinions.Problem orientation: focusing attention on the task

Spontaneity: communicating openly and honestly


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Empathy: understanding another person's thoughts

Equality: asking for opinions.

Provisionalism: expressing a willingness to listen otherthe ideas of others.


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Manage a Conflict Within Yourself -

"Core Process"

It's often in the trying that we find solace, not in

getting the best solution. The following steps willhelp you in this regard.1. Name the conflict, or identify the issue,including what you want that you aren't getting.

Consider:a. Writing your thoughts down to come to aconclusion.b. Talk to someone, including asking them to help

you summarize the conflict in 5 sentences or less.


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2. Get perspective by discussing the issue with yourfriend or by putting it down in writing. Consider:a. How important is this issue?b. Does the issue seem worse because you're tired,angry at something else, etc.?c. What's your role in this issue?


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3. Pick at least one thing you can do about the conflict.a. Identify at least three courses of action.b. For each course, write at least three pros and cons.

c. Select an action - if there is no clear course of action,pick the alternative that will not hurt, or be leasthurtful, to yourself and others.d. Briefly discuss that course of action with a friend.


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4. Then do something.a. Wait at least a day before you do anything about theconflict. This gives you

a cooling off period.b. Then take an action.c. Have in your own mind, a date when you will actagain if you see no clear

improvement.

session 11 conflict management

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