1. Conflict Resolution

2. Objectives reduce or eliminate unnecessary conflict
recognize that we can’t eliminate all conflict
handle disagreements so they do not become ugly ongoing conflict
share our experiences
have fun

3. Conflict A definition of “conflict”
“the result of parties disagreeing about the distribution of material or symbolic resources and acting on the basis of these perceived incompatibilities.”
“is a state of discord caused by the actual or perceived opposition of needs, values and interests”

4. Conflict is an ambiguous concept
takes on different meanings for different groups in different contexts
understood as a negative phenomenon
HOWEVER

5. “peaceful & constructive management of differences”
Conflict
more positive approach to understanding conflict has been adopted
indicative of change within society that enables the
“peaceful & constructive management of differences”

6. Positive and negative aspects of oral and visual communication. . .
Group Work

7. People tend to resist communication, argue or perceive conflict when the other person. . .
provides unsolicited advice
tries to create guilt
offers false sympathy or lacks in understanding
pressures a person to change
appears to want to blame rather than fix
wants to “win”
uses excessive dramatic language
uses “hot words”, that have a heavy emotional connotation

8. Key Points Conflict in the workplace . . .
is inevitable & occurs because people care about what they are doing
needs to be looked at as an opportunity
can be productive or nonproductive – can be good or ugly
depends on how the disagreements are handled and if they are necessary to getting things done

9. Conflict occurs . . . when two or more parties
believe that their interests are incompatible
express hostile attitudes
take action that damages other parties’ ability to pursue their interests

10. In order to prevent destructive conflict and to deal with it effectively We need to understand something about what conflict is about

11. Ugly Conflict
occurs when conflict is unnecessary or becomes a personal confrontation
bad feelings generated & “defeat” each other rather than solving the issue
creates negative emotions
wastes time – being angry, defeating, lobbying for support
is disruptive for the team, causing lack of trust & discomfort

12. Ugly Conflict: How to Recognize it
runs for a long time & across many issues
people give up & try to score points rather than solve
focus on personal issues (styles, ways of talking & personal qualities)
people often labelled
look to a higher authority to “fix” problem using POWER

13. Good Organisational Conflict
allows organisation & people to grow
helps people examine what they take for granted & ineffective old ways of doing things
stimulates creativity & problem solving

14. To Benefit from Conflict
need to separate the personal, emotional aspects from the problem-solving parts (when overly invested in positions, tend to make enemies as conflicts become more personalized)
need skills & understanding to interact in conflict situations
need to understand how to “fight fair” & “stay focused on problem-solving”

15. Conflict Styles Survey
Which style do you use?

16. Activity

17. 5 Conflict Styles
When are each of these appropriate?

18. Accommodating unassertive & co-operative
neglects own concerns to satisfy others
element of self-sacrifice (own goals are of little importance
want to be accepted and liked by others
think conflict should be avoided in favour of harmony
may obey another person when would prefer not to

19. Competing is assertive & uncooperative win/lose and be winner
power-oriented: forces one to accept their solution
goals are more important than relationship
do not care if others like/accept them
win by attacking, overpowering, overwhelming & intimidating others
might mean: standing up for own rights; defending a position you believe is correct or trying to win

20. Collaborating is both assertive & co-operative
value own goals & relationships
view conflict as problems to be solved
seek solution to achieve goals for both
can improve relationships by reducing tension
attempt to work with other to find solution to satisfy both

21. Avoiding is unassertive & uncooperative
does not pursue his/her own concerns or the others
does not address conflict: easier to withdraw (physically & psychologically) than to face it
may side-step the issue, postpone it for later or withdraw
believe it is hopeless to resolve conflict & feels helpless

22. Compromising is intermediate in both assertive & co-operativeness
seek solution where both sides gain something
falls on middle ground between competing & accommodating - gives up more than competing but less than accommodating
willing to sacrifice part of their goals & relationships to find common ground
addresses issue more directly than avoiding
might mean splitting the difference, exchanging concessions, or seeking a quick middle-ground position

23. G O A L S High Importance RELATIONSHIPS Low Importance High Importance
collaborating
competing
compromising
accommodating
avoiding
RELATIONSHIPS
Low Importance
High Importance

24. Ways to work through conflict resolution…
Executive decision
Problem solve
Compromise
Listen & clarify
Negotiate
Tolerate difference
Mediate & Arbitrate
Accommodate
Avoid
Introduce humour
When are each of these appropriate?