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Conflict Management
Conflict is…The interaction of
interdependent people who perceive incompatible goals and interference from each other in achieving those goals.
-Hoeker & Wilmot
Toward Conflict Management
Blake and Mouton’s Conflict Grid
Source: Reproduced by permission from Robert R. Blake and Jane Syngley Mouton. “The Fifth Achievement.” Journal of Applied Behavioral Science 6(4), 1970..
What is Conflict?
Conflict is not…Sign of a bad
relationship Negative
experienceMistake Struggle between
right and wrong
Conflict is…Perceived
difference needs, values and
goals Part of a
relationshipConsequence of
growth change
Examples of Conflict
Generational change: Housestaff clash with primary care providers
Technology driven change: Upgrading to electronic medical records
Change in scope of practice: Should we admit to the hospitalists?
Something just isn’t fair: What about our salaries?
Others
Advantages of Conflict
Diffuse more serious conflictsStimulate search for new facts or
solutions Enhance relationships Increase cohesiveness
Conflict should be managed not eliminated
Disavantages of Conflict
Time consuming Disrupts progress/ problem solvingDetracts from job at hand Keeps people apart; if unresolved Poor quality, lowers productivityReduces team effectiveness
Styles of ConflictSuccessful leaders
know their own preferred style of handling conflict, but vary their style to meet the needs of the
situation..
Styles of conflict
High
Low
Competition Collaborate
Compromise
Avoidance Accommodate
Low High Cooperativeness
Why Conflict Arises
Type “A” Personality
Vs.
Type “B Personality
Type ”A” Personality
Highly CompetitiveStrong PersonalityRestless when
inactiveSeeks Promotion
Punctual Thrives on deadlinesMaybe jobs at once
Type “B” Personality
Works methodicallyRarely competitiveEnjoys leisure timeDoes not anger
easilyDoes job well but
doesn’t need recognition
Easy-going
Aggressive PeopleBody language
Stiff and straight Points, bangs tables to emphasize
points Folds arms across body
Verbal language “I want you to…” “You must…” “Do what I tell you!” “You’re stupid!”
Aggressive people are basically insecure….. Try toavoid them.
Submissive people
Body Language Avoids eye
contact Stooped posture Speaks quietly Fidgets
Verbal Language “I’m sorry” “It’s all my fault” “Oh dear”
Submissive people have a great senseof inferiority
Assertive PeopleBody language
Stands straight Appears composed Smiles Maintains eye contact
Verbal language “Let’s” “How shall we do this?” “I think… What do you think?” “I would like…”
Types of Conflict
Within an individual Between two individualsWithin a team of individualsBetween two or more teams
within an organization
Approaches to Conflict
Win/Lose One party gets satisfaction
Lose/Win The other party gets satisfaction
Lose/Lose Neither party gets satisfaction
Win/Win Both parties feel satisfied
Responses to Conflict The exit response involves leaving a relationship
either by physically walking out or by psychologically withdrawing.
The neglect response occurs when an individual denies or minimizes problems, disagreements, anger, tension.
The loyalty response is staying committed to a relationship despite differences.
The voice response is an active, constructive strategy for dealing with conflict by talking about problems and trying to resolve them.
Responses to Relational Distress
Exit Voice
LoyalityNeglect
Active
Passive
Destr
ucti
ve C
onstru
ctive
Causes of conflict
Conflict of aims- different goals Conflict of ideas- different
interpretations Conflict of attitudes - different
opinions Conflict of behavior- different
behaviors are unacceptable
Stages of Conflict
Conflict arises Positions are stated and
hardened Actions, putting into action their
chosen plan Resolution???
Preventing Conflict
Assess positive and negative personality traits of people involved
Determine personality type Aggressive Submissive Assertive
Assess if people are introvert or extroverts...
Preventing Conflict
Review past conflictsAssess communication skills of
those involvedRead body language of participants
Preventing ConflictTry to reduce conflict
Realize that communication is colored by personal experience, beliefs, fear, prejudices
Try to be neutral Plan the timing and place of the
conversation Realize that outside stress may add to
confrontation Eliminate/reduce external
interruptions
Preventing Conflict
Manage the language used Neutral vs. loaded words Reduce technical language Allow for cultural differences in
language Words may have different meanings
for different people…ask them to elaborate
26
Tips for Managing Workplace Conflict
Build good relationships before conflict occurs Do not let small problems escalate; deal with them as they
arise Respect differences Listen to others’ perspectives on the conflict situation Acknowledge feelings before focussing on facts Focus on solving problems, not changing people If you can’t resolve the problem, turn to someone who can
help Remember to adapt your style to the situation and persons
involved
Aids to Communication
Listen Actively RelaxObserve body
languageDevelop interest in
others interestsAsk for clarificationPlan what you are
going to say
Tailor words to person
Determine the best timing
Determine the best place
Why is the conversation necessary
Personalities who cause conflict
AggressorPassiveAbsenteeError proneNegative
attitudeChatterboxDo nothing
Personalities who cause conflict
UnreliableTime wasterResentful person
WAC’em method
What’s bothering you?
A -What do you want to Ask the person to do?
Check in to see if what you’ve asked for can happen