1. Managing Conflict Based on the book, Managing Conflict, by Ursula Markham

2. References Managing Conflict, Ursula Markham, Thorsons Publishing, 1996 “Resolving Conflict Creatively”, Harvard Business School, 1998 “How to handle difficult behaviors”, Ken Cloke and Joan Goldsmith, Harvard Business School, 2000 “Crabs, Cranks, and Curmudgeons: How to Manage Difficult People”, Constantine Von Hoffman, Harvard Management Update, June 1999 Managing Disagreement Constructively, Herbert S. Kindler, Crisp Publications, 1996

3. Why Conflict Arises Type “A” Personality Vs. Type “B Personality Also stress, feeling threatened,

4. Type ”A” Personality zHighly Competitive zStrong Personality zRestless when inactive zSeeks Promotion zPunctual zThrives on deadlines zSeveral jobs at once

5. Type “B” Personality z Works methodically z Rarely competitive z Enjoys leisure time z Does not anger easily z Does job well but doesn’t need recognition z Easy-going

6. Aggressive People zBody language yStiff and straight y Points, bangs tables to emphasize points yFolds arms across body zVerbal language y“I want you to…” y“You must…” y“Do what I tell you!” y “You’re stupid!” Aggressive people may be insecure…. Try to avoid them.

7. Submissive people zBody Language yAvoids eye contact yStooped posture ySpeaks quietly yFidgets z Verbal Language y“I’m sorry” y “It’s all my fault” y“Oh dear” Submissive people have a great sense of inferiority

8. Assertive People zBody language yStands straight yAppears composed ySmiles yMaintains eye contact zVerbal language y“Let’s” y “How shall we do this?” y “I think… What do you think?” y “I would like…”

9. Personalities who cause conflict zAggressor zPassive zAbsentee zError prone zNegative attitude zChatterbox zDo nothing

10. Personalities who cause conflict zUnreliable zTime waster zResentful person

11. Managing difficult people Ask these questions.. z Is this person in the wrong job? z Is the job causing the conflict? z Is this a dysfunctional group? z Why is this behavior is a problem for me? z Have you reinforced bad behavior in the past?

12. Types of Conflict zWithin an individual zBetween two individuals zWithin a team of individuals zBetween two or more teams within an organization yThis may escalate to sabotage between groups

13. Stages of Conflict zConflict arises zPositions are stated and hardened zActions, putting into action their chosen plan z Resolution???

14. Causes of conflict zConflict of facts zConflict of aims- different goals z Conflict of ideas- different interpretations z Conflict of attitudes - different opinions z Conflict of behavior- different behaviors are unacceptable

15. Reactions to Conflict DominateBargain Collaborate Smooth Coexist Release Maintain Decide Yield by Rule Viewpoint INTERACTIONINTERACTION

16. Aids to Communication zListen Actively zRelax zObserve body language zDevelop interest in others interests zAsk for clarification zPlan what you are going to say z Tailor words to person z Determine the best timing z Determine the best place z Why is the conversation necessary?

17. Resolution zSet discussion in neutral place zWhat is the conflict, weigh the importance of the ingredients zShared needs vs. individual needs zTry to get to a shared solution zLook to future rather than go over the past, but remember to learn from the past zAsk what can be done? zWhat course gives the most mutual benefit