Handling Conflict

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Handling Conflict
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Conflict is . . .

• Any situation where
• your concerns or desires
• differ from another persons

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Objectives

• Become more aware of your own conflict handling
  mode
• Recognize the conflict handling modes of others
• Assess conflict situations
• Practice using different conflict handling modes

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5 Modes for Handling Conflict
Two basic aspects of all conflict handling modes
Assertiveness
Cooperativeness
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The 5 Conflict Handling Modes
Competing
Collaborating
ASSERTIVENESS
Low High
Compromising
Avoiding
Accommodating
Low
High
COOPERATIVENESS
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CompetingMy way or the highway

• Quick Action
• Unpopular decisions
• Vital issues
• Protection

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Competing Skills

• The ability to argue or debate
• The ability to use rank, influence
• Asserting your opinions, feelings
• Standing your ground
• Stating your position clearly

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Overuse of Competing

• Lack of feedback
• Reduced learning
• Low empowerment
• Surrounded by yes wo/men

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Under Use of Competing

• Restricted influence
• Indecision
• Slow to act
• Contributions withheld

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CollaboratingTwo heads are better than one

• Integrating solutions
• Learning
• Merging perspectives
• Gaining commitment
• Improving relationships

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Collaborating Skills

• The ability to listen
• Non-threatening confrontation
• Analyzing input
• Identifying concerns

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Overuse of Collaborating

• Too much time on trivial matters
• Diffused responsibility
• Other may take advantage
• Work overload

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Under Use of Collaborating

• Deprived of mutual gains
• Lack of commitment
• Low empowerment
• Loss of innovation

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CompromisingLets make a deal

• Moderate importance
• Equal powerstrong commitment
• Temporary solutions
• Time constraints
• Backup

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Compromising Skills

• Negotiating
• Finding a middle ground
• Making concessions
• Assessing value

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Overuse of Compromising

• Lose big picture/
• long-term goals
• Lack of values/trust
• Cynical climate

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Under Use of Compromising

• Unnecessary confrontations
• Frequent power struggles
• Unable to negotiate effectively

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AvoidingIll think about it tomorrow

• Issues of low importance
• Reducing tensions
• Buying time
• Low power
• Allowing others
• Symptomatic problems

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Avoiding Skills

• Ability to withdraw
• Side-stepping
• Sense of timing
• Able to leave things unresolved

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Overuse of Avoiding

• Lack of input from you
• Decisions made by default
• Issues fester
• Cautious climate

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Under use of Avoiding

• Hostility/hurt feelings
• Too many causes
• Lack of prioritization/delegation

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AccommodatingIt would be my pleasure

• Showing reasonableness
• Developing performance
• Creating good will
• Keeping peace
• Retreating
• Low importance

Assertiveness
Cooperativeness
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Accommodating Skills

• Foregoing your desires
• Selflessness
• Obeying orders
• Ability to yield

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Overuse of Accommodating

• Ideas get little attention
• Restricted influence
• Loss of contribution
• Anarchy

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Under use of Accommodating

• Lack of rapport
• Low morale
• Exceptions not recognized
• Unable to yield