Handling Conflict (C) Krystle Attard 2012. Conflict is a disagreement or clash between ideas, principles, or people Although we do not choose conflict,

Creative ThinkingHandling Conflict

(C) Krystle Attard 2012

What is Conflict?


Conflict is a disagreement or clash between ideas, principles, or people

Although we do not choose conflict, sometimes it is inevitable

Why Conflict?

Conflict is neither good nor bad – how it is handled can have a significant impact

Conflict can create change and help us to learn: more about ourselves the people we are in conflict with about the relationship

An opportunity to enhance social interactions


Destructive Conflict

Constructive Conflict

Diverts from real task

Destroys morale

Polarize interactions

Deepens differences

Irresponsible actions

Suspicion and distrust

Less productivity

Confronts the issue(s)

Clarify issue(s)

Better problem-

solving

More involvement

Honest feedback

Personal growth

Stronger interactions


Intrapersonal Personal problems

Interpersonal One-to-one

IntrapersonalInterperso

nalIntragroupIntergroup


Intragroup Within group

Intergroup Between groups

Conflict Types

Approach

Different positive outcomes

e.g. get a job or continue education

Avoidance

Different negative outcomes

e.g. summer holidays / no money

Balance

Both positive and negative outcomes

e.g. stay out late / argue at home


Intrapersonal Conflict

Conflict in social exchanges and relations

Between friends and family

Within social groups and organizations

Vertical conflict: senior / junior designations

Horizontal conflict: same designations

Role conflict: different social functions


Interpersonal Conflict

Different attitudes, values or perceptions

Disagreements about priorities and interests

Poor communication

Poor or inadequate organizational structure

Unclear roles and responsibilities

Scarce resources (finance, equipment, facilities)

Lack of teamwork


Sources of Conflict

Focus on interests, rights or power Interests – mutual agreement (may be assisted) Rights – decide by legal actions Power – force, threats or commands by one party

Individual responses Retaliate or intimidate – short temper, strong

opinion Isolate – accept at face value but actually against

it Cooperate – address the problem


Resolving Conflict

Compete – your concern over the other’s

Accommodate – the other’s concern over yours

Avoid – delay facing the issue at hand

Compromise – find middle ground and balance

Collaborate – work together and achieve all

goals


Conflict Handling Modes

Scenario ExampleScenario:

A student has submitted a somewhat controversial proposal about the Higher National Diploma programme to the MCAST Student Council. This has led to conflict between the student and the MCAST Student Council.

We will first look at a poor use and then a more effective use of each mode.


Compete

Poor use

Effective use

… “Look, I don’t care what you think or how unfair you think this is! Rules are rules, and I’ve been hired to enforce them with no exceptions! case is closed!”

… “I understand that this is an important issue for you. However, as your proposal is currently stated, it does not fit in the guidelines set by the Council. I am not asking you to agree with my position, but I do hope that you will respect it.”


Accommodate

Poor use

Effective use

… “Hey…I understand this is important to you. So, even though your proposal doesn’t exactly fit within BTEC’s guidelines, I’ll overlook it this time and recommend it for viewing. I know you are a good student.”

… “I don’t want to seem unresponsive to your concerns but I don’t have authority to overturn the Council’s decision. So, what I suggest is that I put your issue on the agenda of the next meeting and invite you to attend


Avoid

Poor useEffective use

(over the phone) … “No, I don’t want to talk to him now. Tell him I’m not in. No…tell him I’m in a meeting and can’t be disturbed. I don’t care what you tell him…just get rid of him!”

… “Look, this is obviously important for you. I know that you have a lot invested in it. Can we talk again tomorrow at 10am? Meanwhile, I will be able to see your proposal better and maybe find additional options to it.”


Compromise

Poor use

Effective use

… “I bet we can come to some agreement here. How about you getting me those free football tickets and I will try to slip right your proposal through the Student Council? They are a bunch of old-fashioned cronies anyway!”

… “The Student Council has set tight guidelines for these issues, but they are not unreasonable. If you would agree to revise Part A of your proposal to adhere to their guidelines, they may be think through your request in Part B. Would you consider that revision?”


Collaborating

Poor use:…“How about calling together a series of meetings with the Student Council, and the lecturers. We’ll see if we can research this issue in depth, discuss it, and find a solution which all parties agree with. This process will only take about 6-8 months. That’s not too long of a wait for you, is it?”


Effective use: … “Since this is such an important issue both to you and the Student Council, I suggest that we sit down at a special meeting of the Council to try to better understand each others’ concerns. The sooner we reach a mutual decision, the better for everyone as many resources are involved here.

Documents

Handling Conflict (C) Krystle Attard 2012. Conflict is a disagreement or clash between ideas, principles, or people Although we do not choose conflict,