Conflict Defined

1
Conflict Defined

• Cold Conflict
• functional
• little to no emotion
• builds consensus
• enhances relationships
• Hot Conflict
• dysfunctional
• much emotion
• destroys relationships

2
Factors Influencing Hot Conflict

• Attitudes
• Control imbalance
• Outcome importance
• Perceptions of
• interdependence
• different goals
• being kept from goals

3
The Conflict Process

• Analysis
• Frustration
• Conceptualization
• Behavior
• Others reactions
• Outcome

4
Consequences of Conflict

• Decreased productivity
• Low morale
• Absenteeism
• Stress
• Turnover
• Law suits
• Violence

5
Types of Conflict

• Interpersonal
• Individual - Group
• Group - Group

6
Sources of ConflictHidden

• Fear
• Embarrassment
• Distrust
• Hurt
• Anger
• Uncertainty

7
Sources of ConflictSurface

• Interdependence
• Jurisdictional Ambiguity
• Communication
• Culture and Value
• Difficult Personalities

8
Types of Difficult People

• Aggressive
• Tank
• Grenade
• Sniper
• Know-it-all
• No person
• Whiner
• Passive
• Yes person
• Bump-on-a-log
• Round-to-it

9
Angry Customers

• Aggressive Behaviors
• Warriors
• Unloaders
• Child
• Blamer
• Gunny Sacker
• Passive Behaviors
• Survivalists
• Guiltmakers
• Pretenders

10
Handling Diversity Disputes

• Increase scope of diagnoses
• Validate the other groups culture and viewpoint
• Encourage workplace diversity
• Identify power and control imbalances and
  redistribute where appropriate

11
Individual Differences in Dealing with Conflict

• Personality traits versus learned behavior
• Relationship of disputing parties
• Gender differences
• Past conflict experiences
• Conflict response style

12
Conflict Response StylesThe Sage

• Problem-solver
• Win/Win orientation
• Cooperative problem solving
• Emphasis on preserving relationship and meeting
  own goals as well as that of others

13
Conflict Response StylesThe Diplomat

• Goal-oriented
• Compromising orientation
• - provide evidence
• - persuasion
• Emphases on relationship and each others goals

14
Conflict Response StylesThe Ostrich

• Avoidance
• Withdrawal orientation
• - quit
• - complaining to others
• Over-emphasis is on preserving relationship

15
Conflict Response StylesThe Philanthropist

• Accommodating
• - smoothing and
• conciliation
• High concern for satisfying needs of others

16
Conflict Response StylesThe Warrior

• Win/Lose orientation
• - winning at all costs
• Potential problem creator
• Focus on own goals

17
Conflict Management StagesStage 1 Analysis

• Determine best strategy to use
• Dictation
• Arbitration
• Mediation
• Negotiation
• Identify all sources of conflict

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Conflict Management StagesStage 1 Analysis

• Dictation is best when
• parties are irrational
• no trust exists
• too angry to be realistic
• have mental health issues
• alcohol or drugs are involved
• when violent behavior is potential
• parties have poor communication skills
• there are time constraints

19
Conflict Management StagesStage 1 Analysis

• Mediation and negotiation are best when
• parties are rational
• parties want to work out a solution together
• some trust still exists
• there are no time constraints
• Arbitration
• same as mediation but use when parties get stuck
  during mediation

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Ury Negotiation Model

• Dont react
• Dont argue
• Dont reject
• Dont push
• Minimize escalation

21
Conflict Management Stages

• Stage 2 Confrontation
• Story telling
• Stage 3 Resolution
• Problem and sources have been identified
• Alternative resolutions are brainstormed
• Mutually agreeable solution chosen
• Agreement to monitor changes in the future

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Summary of ConflictManagement Stages

• Stage 1 Analysis
• Decide strategy
• dictation
• arbitration
• mediation/negotiation
• Identify all conflict sources
• Stage 2 Confrontation
• Storytelling

• Stage 3 Resolution
• Brainstorm solutions
• Choose solution
• Agree to monitor/change

23
Managing Workplace ConflictInterpersonal
Communication Techniques

• Active listening
• Reflecting
• Empathy
• Questioning
• Highlight common goals
• Creating trust
• Inquiring silence

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Managing Workplace ConflictActive Listening Means

• Using nonverbal gestures to let employees
• know their concerns are being heard.
• eye contact
• head nodding

25
Managing Workplace ConflictReflecting Means

• Seeking clarification through paraphrasing of
  what each individual has said.
• Open-ended vs. closed-ended questions

26
Managing Workplace ConflictCommunication
Reminders

• Use I rather than you
• Focus on behaviors, not personality
• Give clear and specific examples
• Explain impact of inappropriate behaviors on
  others

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Dealing with Difficult People

• Direct Intervention
• address behavior
• explain impact of behavior on others
• Indirect Intervention
• positive feedback when appropriate behavior is
  used
• Direct Coping
• separate difficult employee from others
• Indirect Coping
• provide training to others on dealing with
  difficult personality

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Effectiveness of TechniquesDepends on

• Disputing parties communication skills
• Conflict perspective
• Power distribution
• Personal accountability

29
Preventing Workplace Conflict

• Well-written job descriptions
• Unambiguous policies
• Clarification of roles and expectations
• Training on new policies
• Conflict management training
• For teams, clarification of levels of authority

30
Managing Workplace ConflictSteps for Mediation

• Step 1 Stabilize the setting
• greet parties
• use interpersonal communication techniques
• confirm neutrality

31
Managing Workplace ConflictSteps for Mediation

• Step 2 Help disputants communicate
• both parties tell their side without interruption
• clarify unclear issues
• summarize main problems
• focus on areas of agreement
• prioritize what needs to be settled

32
Managing Workplace ConflictSteps for Mediation

• Step 3 Help parties negotiate
• seek cooperation
• help them explore alternative solutions
• allow venting but no accusations

33
Managing Workplace ConflictSteps for Mediation

• Step 4 Clarify their agreement
• summarize the agreement terms
• state each parties role in implementing the
  agreement (who does what, when, where, how)
• explain follow-up process