Managing ConflictBy: Nakia Jones, Jarvis Rooks, and Antonio Miles

What is conflict?•A disagreement through which the parties involved perceive a

threat to their needs, interest, or concerns

•A struggle or contest between people with opposing needs,

believes, value, or goals

Dysfunctional Conflict

• consist of disputes and disagreements that hinder a company's performance

• generally involves people who are unwilling to work together to solve a problem

• is often personal.

5 kinds conflict types in the workplace

• Role conflict

• Value conflict

• Generational conflict

• Personality conflict

• Poor Communication

Role Conflict

Role conflict is essentially a difference between opposing

expectations of a role. If two people have different

expectations for what the other's proper role should be, then

role conflict is likely to result.

Value Conflict

Employees with different values and interest often have a

hard time relating and getting along because they have little

in common. Conflict occurs when employees are unable or

unwilling to accept each other’s differences and work

through it.

Generational Conflict

In the workforce there are many generations that have to

work together. Each generation has different skills and

difficulties but they are forced to work together. They tend

to have different values and work ethics that tend to clash

with each other.

Personality Conflict

All work environments are made up of different people

with different personalities. Each employee has a different

perspective and way of operating. Sometimes these things

clash. Coworkers need to accept each other’s ways of

doing this, if not conflict will occur

Poor Communication

This can be from a difference in communication styles or a

failure to communicate at all. Failing to communicate

properly in the workplace can lead to employees making

incorrect assumptions and not only causes conflict but

reduces efficiency and employee morale.

QuestionJohn plays on the high school basketball team and his coach calls him

out about his selfish play on the court. John response is “I’m the star on the team”. The coach benched John because of the comment made. What kind of conflict is this?

A. Role ConflictB. Value ConflictC. Personality ConflictD. Generational Conflict

Three kinds of responses to conflicts

• Emotional - are feelings we experience in conflict

• Cognitive – our ideas and thoughts about a conflict

• Physical – can play an important role in our ability to

meet our needs in the conflict

Five styles that can be used to manage dysfunctional conflict

Integrating

• Integrating focuses on the different parties of the conflict

to work together to come up with a solution.

• Both parties have to be completely dedicated and willing

to work together so that they all can get what they want.

• Win/ Win Situation

Dominating

• best used when a quick decision is needed or when the issue is relatively unimportant.

• Dominating is telling the employees what to do and taking control of the situation.

• Being able to take control over issues are is important because it stops small issues from growing into bigger ones that can harm the workplace and its productivity.

• Although, this is a useful way to solve certain conflicts it should not be used to often.

Compromising

• A settlement of differences between people

• To compromise is to make a deal between different parties

where each party gives up part of their demand in order to

better work together

Avoiding

• When you ignore the conflicts• This is the best option when the conflict is small and does

not necessarily need to be addressed• Used wrong this can lead to bigger problems and more

conflict• Those who avoid conflict often have low esteem

Obliging

• smoothing; this involves playing down differences while emphasizing commonalities.

• Value • Used to elevate individuals • Power is given up.• “I don’t care what ever you want” or “you’re the expert,

what do you think.

OTHER WAYS TO RESOLVE CONFLICTMediation and Arbitration

Mediation

• is a non-binding form of conflict resolution that works well for minor disputes

• The mediator engages in shuttle diplomacy to find a solution that is acceptable to both sides.

• It has one major disadvantage. If the mediator fails to find a common ground, the dispute moves back to the litigation track. As a result, it works well for minor disputes. It doesn't work as well with intractable disputes or unreasonable parties.

Arbitration

• Arbitration is a binding form of dispute resolution. • It permits parties to submit their dispute to an

independent third party who functions much like a judge. The arbitrator listens to the facts and then renders a judgment.

• It has one drawback, the arbitration is conducted much like a trial, and should not be used to often.

Functional Conflict

Functional Conflict

• constructive conflict; serves the organizations interest, goals, and improves overall performance

• spark creativity and increase performance in a group.• Devils Advocacy • Dialectic method

Any Questions?

The End