Conflict occurs when two or more parties (people, groups, etc.) perceive that they have mutually incompatible goals.
They want different outcomes.
Conflicts vary in intensity and duration.
Intensity affects the way we intervene.
What is Conflict?
1. Conflict is only negative2. Conflict is only about Outcomes3. There is only one right way4. Conflict is abnormal
The Myths of Conflicts
Intra-personal (within the individual) Interpersonal (between individuals) Intragroup (within a group) Intergroup (between groups) Organizational Societal National International Global
Levels of Conflict
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
Type ”A” Personality
Highly Competitive Strong Personality Restless when inactive Seeks reward Thrives on deadlines
Type “B” Personality
Works methodically Rarely competitive Enjoys leisure time Does not anger easily Does job well but doesn’t
need recognition Easy-going
Aggressive PeopleBody language
Stiff and straight Bangs tables to emphasize points Folds arms across body
Aggressive people are basically insecure….. Try to avoid them.
Verbal language “I want you to…” “You must…” “Do what I tell you!” “You’re stupid!”
Submissive peopleBody 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 sense of inferiority
Assertive People Body 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…”
Personalities who cause conflict
Aggressor Passive Error prone Negative attitude Chatterbox Do nothing
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Competition Plus
The winner is clearWinners usually experience gains
MinusEstablishes the battleground for the next
conflictMay cause worthy competitors to withdraw or
leave the organization
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Accommodation
PlusCurtails conflict situationEnhances ego of the other
MinusSometimes establishes a precedenceDoes not fully engage participants
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Compromise
Plus Shows good will Establishes friendship
Minus No one gets what they want May feel like a dead end