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McGraw-Hill © 2007 The McGraw-Hill Companies, Inc. All rights reserved.

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Conflict Management


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Table of Content

• INTRODUCTION: .………………………………………………..• Definition of Conflict, Types of Conflict, Levels of Conflict, Causes of

Conflict at different levels, Signs of Conflict• Definition of Management and Conflict Management ……............

• SECTION 1: CONFLICT MANAGEMENT: ……………………• The Aim ……………………………………………………………….• The Importance of Conflict Management ….………………………

• SECTION 2: CONFLICT IN FAMILY/HOME: …………………• Causes of Conflict in Family/Home ………………..…………….• Conflict Management in Family/Home ……..……………………


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Table of Content (cont.)

SECTION 3: CONFLICT IN RELATIONSHIP: ………………….Causes of Conflict in Relationship ………………………………….Conflict Management in Relationship ……………………………...

SECTION 4: CONFLICT AT WORKPLACE: …………………Causes of Conflict at Workplace ………………………………...Conflict Management at Workplace ……………………………..

CONCLUSION: ………………………………………………….

RECOMMENDATION: …………………………………………

EXAM QUESTIONS: ……………………………………………

SELF ASSESSMENT TEST: …………………………………….


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INTRODUCTION

What is Conflict?Amos 3:3


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It is a part of life and is inevitable due to clash of interest, viewpoints, value, ideas and action on issues about life in general. Conflict is a normal and necessary part of healthy relationships that cannot be avoided. However, it can have negative and positive effects on the parties involved;


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Negative Conflict

• Takes attention away from other activities• Damages the spirit of the team or an

individual• Divides people and groups, and makes

cooperation difficult• Makes people or group focus on their

differences• Leads to harmful behavior, like fighting or

name-calling


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Positive Conflict

• Brings about solutions to problems• Gets everyone involved in solving issues• Causes real communication• Release emotion, anxiety, and stress in a positive

way• Helps people learn more about one another and

cooperate• Develops understanding and skills• Spirit of competition drives all to excel to higher

levels, as weaknesses are exposed and creative solutions are proposed


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Types of Conflict

Understanding the basic types of conflicts thatmay occur in your environment can help youavoid disagreements or learn the best way todeal with them; • Conflict of ideas, values, interests• Conflict of feelings (often called personality

conflict)• Conflict in relationships• Conflict in personality


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• Conflict in leadership• Conflict in style• Conflict in ethics

Types of Conflict (cont.)


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Levels of Conflict

• Interpersonal• Inter-group• Inter-organizational• Inter-State• Multi-party• Inter-national


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Causes of Conflict at all levels

Communication failure

Leadership Personality

Value differences Cultural

differences Ethnic differences Civilization

Goal differences Technology

Differences

Lack of cooperation Group cohesion

Economic competition Military competition Competition over natural

resources such as water, forests, oil etc.


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Signs of Conflict

Typical signs include but not limited to:• People not speaking to each other or

ignoring each other • Contradicting and bad-mouthing one

another • Deliberately undermining or not co-

operating with each other, to the downfall of a group, team, state and nation at large


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It is the process of dealing with or controllingthings or people as defined by OxfordDictionary

What is Management?


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It is the process of planning to avoid conflictwhere possible and organising to resolveconflict where it does happen, as rapidly aspossible in a rational, effective and balancedway

What is Conflict Management?

Mathew 18:15-17


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Conflict Management

Understanding and learning how to manage conflictrather than avoiding it is very important. ConflictManagement involves tactics that are enforced whenviolent conflict is deemed likely before a situationescalates into war and can be introduced at all levelsof conflict.When conflict is mismanaged, it can harm therelationship.But when handled in a respectful and positivemanner, it provides an opportunity for growth,increase in productivity and ultimately strengtheningthe bond between people.


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• To prevent the eruption of destructive conflict.

• To facilitate a move from violent to spoken conflict

• To enable a transformation from conflict to lasting peace by addressing root causes of conflict

Conflict Management

Aim


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It prevents fall out between family members, friends, relatives, neighbours, colleagues, groups, nations etc. and makes life peaceful and stress free. No idea can ever be implemented if the individuals fight among themselves.It is used as a preventive measure to negative consequences during conflict. It makes people feel motivated and happy.

Importance

Conflict Management


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Conflict Management

– Proactive conflict management—work to prevent conflict before it starts.

– Collaborative conflict management—deal with conflicts by developing a process to work through them.

Types


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5 ways to Manage Conflict

Conflict Management


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Conflict Management can vary in terms of its concern for people and its concern for results as there is need to develop several styles to decide which is valuable at every given point of conflict. Want to work toward “win-win” if possible– The 1,1 style is the hands-off approach, also

called avoidance.

Conflict Management


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– The 1,9 position, also called accommodation, is excessively person-oriented.

– The 5,5 position represents a willingness to compromise.

– The 9,1 is the bullheaded approach, also called competing.

– The optimum style for reducing conflict is the 9,9 approach, also called collaboration.

Conflict Management


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As earlier stated, there are different levels ofconflict and causes. For the purpose of thistraining we will be looking at conflict infamily/home, conflict at workplace and conflict in relationships; their causes and howthey can best be managed.

Conflict Management


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There is a saying that charity begins at home. Our families play vital roles in our lives. It is the bedrock of all virtues. Therefore we’ll focus first on causes and ways to manage conflict in our family/homes.

Family/Home Conflict


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CommunicationFinancesDiffering ValuesDifferences in upbringingIn-laws and extended familyRemarriageSexWork

Causes


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• Communication (Prov. 15:1): Guides us to reframe how we express ourselves and hear others

• Empathy (Phil 2:4): With this technique, we try to put our opponent interest first

• Dialouge: Each party tries to say what he/she feels about the dispute

Conflict Management in Family/home


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• Anger Management (Eph 4:26): We should try to control emotions during conflict

• Peace (Matthew 5:9): It begins at home, with how we live our lives and relate to others

• Forgiveness and Reconciliation (Col 3:13): It doesn’t mean that we ignore the wrong committed against us rather, we will no longer allow the wrong to be a barrier to the relationship.


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For most of us, a relationship with that special person,between two or more friends, neighbours, relatives etc. is oneof our most prized and valuable assets. A relationship providesa feeling of completeness and a general sense of well being.According to many researchers, if a relationship is healthythere is a far greater likelihood that an individual will be moresatisfied with life, more productive at work and more likely tobe happy. However, conflict is an inevitable part of any close relationship

Relationship ConflictMatt 5:43-45


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These include but not limited to;Communication: Inability to communicate clearly. Money: Disagreements about money have always been one of the most common causes of relationship conflict among friends, relatives etc. especially in business. Differing in Values: We all come from different backgrounds which in one way the other form who and what we are.

Causes


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Jealousy: Sometimes jealousy appears as a result of unrealistic expectations, low self esteem, greed etc. Lack of Trust: Trust does not happen by accident, you earn it. This may take some effort especially if a person has been betrayed in the past


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• Take time off: Take some time to cool off and plan on discussing issues when emotions are high

• Keep pride off: Try to put your pride aside and focus on what you need to do in order to feel better. Be willing to apologise.

Conflict Management in Relationship


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• Don’t shout: Express your feelings calmly and in control

• Acknowledge that both contribute to the conflict: We need to acknowledge that the other party, like each one of us, possesses both bad and good qualities

• Do not try to control the other party• Focus on the present and don’t drag up the

past


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For any organisation to be effective andefficient in achieving its goals, the people in the organisation need to have a sharedvision of what they are striving to achieve, as well as clear objectives for each team/department and individual.

Workplace Conflict


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Causes or sources of organisational conflictcan be many and varied. The most commoncauses are:

Conflicting PerceptionConflicting GoalsPoor CommunicationPoor OrganisationDifferent personal valuesConflicting ResourcesWorkloadStress

Causes


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There are various positive ways workplaceconflict can be managed. However, listedbelow are the five (5) ‘As’ ways of managingconflicts; Assessment: Investigate and gather all information related to the conflict e.g What is conflict? Who is responsible for the conflict? Etc.

Conflict Management in Workplace


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Acknowledgment: Make sure everyone involved knows exactly what the issue is and why they're arguing Attitude: Both parties must participate in the process with the right attitude Action: Taking action and giving feedback are the two critical key success factors Analysis: Taking action and giving feedback are the two critical key success factors


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Conclusion

• Conflict may have some desirable consequences

• It may be destructive when out of control• We would expect more conflict-producing

behaviors from those high in aggression, dominance, and the need for autonomy.

• One of the most important factors related to conflict is the style of leadership and the resulting group norms regarding conflict


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Recommendation

The following recommendations are made without drawing any distinctions among the different types of conflict mentioned above;

• Talk with the parties involved to determine the real cause of the conflict.

• Help the parties develop norms for dealing with confrontation and conflict.

• Communicate clearly. Say what you mean, but say it positively


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• Do not meet separately with people in conflict as this may encourage favouritism

• Encourage individuals to understand their personal triggers to better deal with conflict situations in the workplace

• By developing and implementing a sound conflict management system, tension and further escalations will become a thing of the past.


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Questions

1. It is difficult to demonstrate the ability to be objective, unbiased, and trustworthy in situations that involve personal conflicts of interest. Describe a situation in which you found this most difficult to do.

2. Describe two situations in which you exhibited foresight to identify and defuse conflicts before they occurred.

3. Discuss a situation where some of your team members disagreed with your ideas or approach. How did you handle the situation?

4. “Conflict is a normal and necessary part of healthy relationships that cannot be avoided”. Discuss

5. Mention the two types of Conflict Management and situations they apply.


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Self Assessment Test for Conflict Management

• See the other attachment (Manuscript)

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