The Conflict Process Stage 4 –Outcomes Functional Outcomes Dysfunctional Outcomes
Conflict Resolution Even in the interactionist view of conflict, conflict can become dysfunctional. At this point, someone may need to step in and help resolve the conflict.
Methods for Resolving Conflict Passive conflict resolution Win-win Structured problem solving Confronting conflict Choosing a winner Selecting a better alternative Preventing Conflict
Methods for Resolving Conflict Passive conflict resolution –Just ignore the conflict Win-win –Satisfy both side’s needs
Methods for Resolving Conflict Structured problem solving –Gather data about the problem –Have a third party observer analyze the data and make an argument for one side –Mediation Confronting conflict –Listen the problem and help the parties resolve it
Methods for Resolving Conflict Choosing a winner –Choose the winner, then deal with the negative feelings between the two parties Selecting a better alternative –Choose an idea neither of the parties considered
Methods for Resolving Conflict Preventing conflict –“Skilled leaders use different techniques to create an environment that is relatively free of conflict…” (Foster)
Shea & Gould Law Firm “At its peak, the firm had 350 lawyers and played a leading role in New York politics, banking, real estate and sports” Closed its doors after not being able to resolve a conflict about the firms future
Let’s Try These Out! Split up in groups of three people Choose a conflict that could be faced in this organization Discuss how it would be handled using each of the methods listed previously
Let’s Try These Out! Describe your conflict What method would be best for handling your chosen situation? Would that method be best for all situations in this organization? What does everyone else think?
Summary Conflict can be good for a business When it isn’t good, the conflict must be resolved Different methods exist to resolve conflict No one method is best for any conflict
Bibliography Bacal, Robert. “Organizational Conflict - The Good, The Bad & The Ugly.” http://conflict911.com/conflictarticles/orgconflict.htm. Foster, S. Thomas. Managing Quality: An Integrative Approach. 2 nd ed., Pearson Education, Inc., 2004. pp. 325-329. Geyelin, Milo, Felsenthal, Edward. “Irreconcilable differences force Shea & Gould closure”. Wall Street Journal. (Eastern edition). New York, N.Y.: Jan 31, 1994. pg. B1. Robbins, Steven P. Essentials of Organizational Behavior. 8 th ed., Pearson Education, Inc., 2005. pp. 193-201. Thomas, K.W. “Conflict and Negotiation Processes in Organizations,” in M.D. Dunnette and L.M. Hough, Handbook of Industrial and Organizational Psychology, 2 nd ed., vol. 3, pp. 651-717. Thomas, K.W., and R.H. Kilmann. Thomas-Kilmann Conflict Mode Instrument. Sterling Forest, NY: Xicom, Inc., 1974.