Creative ThinkingHandling Conflict
(C) Krystle Attard 2012
What is Conflict?
(C) Krystle Attard 2012
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
(C) Krystle Attard 2012
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
(C) Krystle Attard 2012
Intrapersonal Personal problems
Interpersonal One-to-one
IntrapersonalInterperso
nalIntragroupIntergroup
(C) Krystle Attard 2012
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
(C) Krystle Attard 2012
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
(C) Krystle Attard 2012
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
(C) Krystle Attard 2012
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
(C) Krystle Attard 2012
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
(C) Krystle Attard 2012
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.
(C) Krystle Attard 2012
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.”
(C) Krystle Attard 2012
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
(C) Krystle Attard 2012
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.”
(C) Krystle Attard 2012
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?”
(C) Krystle Attard 2012
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?”
(C) Krystle Attard 2012
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.