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  1. 1. S Conflict Management Manual For The Wilmington Hammerheads FC
  2. 2. What is Conflict? S The interaction of interdependent people who perceive incompatibility and the possible interference from others as a result of that incompatibility S In other words, conflict is a real or perceived disagreement that has the possibility of ending in argument
  3. 3. Conflict: Good or Bad? Encourages new thinking Raises questions Builds relationships Opens minds
  4. 4. Conflict: Good or Bad? Higher anxiety Unhealthy competition High employee turnover Low morale Increased worker complaints Absenteeism Low productivity Sabotage
  5. 5. Types of Communication
  6. 6. Defensive & Supportive Communication
  7. 7. Power & Conflict
  8. 8. Dissent How to Promote Articulated Dissent Develop a culture of trust and respect Strive to receive and use input wherever possible Share in decision making Encourage risk taking Engage in conversations about needed change Promote independent thinking
  9. 9. Identity & Face
  10. 10. Culture & Conflict
  11. 11. Mediation
  12. 12. Explain what mediation is Discuss ground rules (such as no interrupting) Set a positive tone Ask all parties to tell their perspective of the conflict Ask non-judgmental questions Take notes on the underlying interests of both parties Summarize interests Reframe positional statements Acknowledge feelings Make a list of all underlying interests (maybe write them out on a white board) Have parties agree on the order of importance of issues Find common interests Clarify all of the issues Reframe if necessary Brainstorm solutions Are these ideas possible? (reality testing) Write down the agreement that has been made Read the agreement for all parties to validate Obtain all external approvals if necessary Have all parties sign the agreement Steps of Mediation
  13. 13. Emotions & Conflict
  14. 14. Conflict Management
  15. 15. Types of Conflict Management
  16. 16. Dispute System Design
  17. 17. Case Study