CONFLICT MANAGEMENT AND CONFLICT RESOLUTION:

Conflict is a highly probable event in any sphere of human co-existence

Move towards a village economy
Expansion of the service industry
Changing definition of success
Skills can be acquired
Workplace Conflict
A condition between or among workers whose jobs are interdependent, who
feel angry, who perceive other(s) as being at fault, and who act in ways that
cause a business problem.
Conflict, therefore, involves:

Emotions

Perceptions

Behaviors

The Root Cause FOR conflict:

Different = Wrong----------------------------- Win/Lose
Different = Different_______________ Win/Win
Conflict Management: Thomas Kilmans Inventory
Physiologically, we respond in 2 ways we want get away from the conflict or we
are ready to take on anyone who comes our way.
Neither response is good / bad.
What is Conflict Management?
Conflict management is the principle that all conflicts cannot necessarily be
resolved, but learning how to manage conflicts can decrease the odds of
nonproductive escalation.
Conflict management involves:

acquiring skills related to conflict resolution

self-awareness about conflict modes

conflict communication skills

establishing a structure for management of conflict in your
environment

Conflict Management Model:

Cooperative

Using the Conflict Management Model, you can see how behavior can be expressed
in terms of co-operation and assertiveness, and how that approach works.
Assertive attitude implies you have a high focus on your personal goals
Cooperative attitude implies you have a high focus on relationships
Conflict Management Styles:
Competing high assertiveness, low cooperation
Avoiding low assertiveness, low cooperation
Accommodating low assertiveness, high cooperation
Collaborating high assertiveness, high cooperation
Compromising moderate assertiveness, moderate cooperation
Factors affecting our conflict mode:
Gender In some societies, men are taught to always stand up for what they
they think is right simply because they are men. Or women might be taught
to acquiesce often.
Self-concept how we thin and feel about ourselves affects how we approach
conflict. Do we think our thoughts, feelings, opinions are worth being heard/
Expectations Do we expect the other person compromise completely,
understand your position.. Without you making an attempt to do so.

Situation Place, Personal, Professional

Position Is the power status equal, more, less
Practice Are you able to use all 5 modes effectively, determine which
conflict mode should be used, ability to change modes as necessary
Communication Are you sanguine? Do you get so spirited that you forget to
take others into account? Are you phlegmatic? Do you often find yourself still
trying to analyze the problem after the solution to it has been made?
Managing Traits Competing:
Competing
-

Quick actions

Unpopular decisions

Vital Decisions

Personal interests

Competing Skills

- Arguing /Debating

- Standing your ground

- Stating your position clearly

- Using rank / influence

Managing Traits Avoiding

Avoiding
-

Avoid tensions

Under-confidence

Fear of conflicts

Issues of low importance

Buy time

Avoiding Skills
- Ability to side-step issues, Ability to withdraw, Sense of timing

Managing Traits Accommodating

Accommodating
-

Create Goodwill

Keep peace

Issues of little importance

Accommodating Skills
- Ability to yield
- Selflessness
Managing Traits Compromising
Compromising
-

Issues of moderate importance

Equal power status

Commitment for a resolution

Compromising Skills
- Negotiation
- Make concessions
- Finding a middle ground
Managing Traits Collaborating
Collaborating
-

Issues of high importance

Merging perspectives is important

Improving relations is equally important

Collaborating Skills

- Active listening, Analyzing input, Non-threatening

confrontation, Identifying concerns
People use collaborating style, when issue is of high importance and
therefore warrants time and energy.

Issues are too important to compromise.

For example, if your team is establishing parameters for how to work
effectively together, then using the collaborating mode could be useful.
However, if your team is in conflict about where to go for lunch, the time and
energy necessary to collaboratively resolve is probably not beneficial.
How to decide which style to choose?
Self awareness

Am I in conflict?

With whom am I in conflict?

How invested in the relationship am I?

How important is the issue to me?

Why am I motivated to resolve the conflict?

Am I aware of potential consequences?

Am I ready for the consequences?

What are the consequences if you do not engage in the conflict?

Keeping the relationship, issue, my own willingness in mind, what

conflict mode am I going to use to manage this conflict?

Awareness of others
What is the conflict about?
What might motivate the person involved to resolve the conflict?
What conflict modes is the other person using?
How might I intervene to resolve the conflict?