11 Managing Conflict Chapter “Speaking without thinking is like shooting without aiming.” ~ Ancient Proverb

Chapter Objectives Handle unresolved anger in a constructive way. Identify the source of conflict as it is occurring. Understand what your natural conflict style is and know which strategy to adopt in a conflict situation. Change your attitude toward conflict and treat it as a normal and potentially beneficial part of relationships. Prevent conflict when appropriate. Learn how to manage conflict personally and professionally.

What is Conflict? Conflict Is a form of interaction among parties who differ in interests, perceptions, goals, values, or approaches to problems. Arises when you begin to feel that the other person is interfering with your ability to attain a certain objective. May involve individual or group disagreements, struggles, disputes, quarrels, or even physical fighting and wars. Is a fact of life in organizations. Conflict is any situation in which there are incompatible goals, cognitions, or emotions within or between individuals or groups that lead to opposition or antagonistic interaction.

Is Conflict Normal? Three perspectives on managing conflict: Traditional view Human Relations view Integrationist View

Why is Conflict Management Important? Conflict is a normal part of life. Conflict is a given. Conflict can either be positive or negative. Conflict is constructive when it leads to better decisions, creativity, and innovative solutions to long-standing problems. If you are distressed by anything external, the pain is not due to the thing itself, but to your own estimate of it; and this you have the power to revoke at any moment. Marcus Aurelius

Positive Conflict Conflict is viewed as positive when it results in: Increased involvement Increased cohesion Increased innovation and creativity Positive personal growth and change Clarification of key issues Values clarification Positive conflict is functional and supports or benefits the organization or person’s main objectives.

Negative Conflict Conflict is viewed as negative when it results in: Heightened emotionality Personality clashes Decreased communication Unclear or opposing views on who is or should be responsible for what “Unfinished business” Negative conflict is dysfunctional and hinders the organization’s or the person’s performance or ability to attain goals or objectives.

Sources of Interpersonal Conflict Limited resources Differences in goals and objectives Intragroup conflict–differences between members of one group. Intergroup conflict– differences between competing subgroups of an organization. Miscommunications Differing attitudes, values, and perceptions Style differences

Conflict-Handling Strategies

Conflict Management Strategies Before selecting a strategy, work through answers to the following questions: Is this relationship long term or passing? Is the relationship substantive (it goes beyond business issues to more personal matters) or narrow? Is the relationship more important to you than the matter under discussion? How important is it to maintain a working or friendly relationship with those with whom you are in conflict? What possible ramifications will surface after the dust settles?

Conflict Management Strategies (Continued) Avoiding Accommodating (smoothing) Compromising Competing (forcing) Collaborating (integrating)

Gains and Losses Associated with Conflict Styles

Tips for Managing Conflict Control your temper and emotional response Understand the issues Decide whether to engage Search for a common goal or ground Threaten to and/or bring in a third party Be creative

Conflict Prevention Techniques Organizational strategies/techniques: Creating/Maintaining a culture of openness Involving employees in decisions that affect them Ensuring alignment of organizational systems Offering team training and team building Providing diversity training Offering conflict management and negotiation training

Conflict Prevention Techniques (continued) 7-step model for resolving conflict on a team: Determine the best place to deliver feedback Set the context, disclose your humanity, and/or address what the other is thinking Stick to the facts and state the impact Seek understanding Identify an action plan Summarize decisions, next steps, and accountability Thank the person

Conflict Prevention Techniques (continued) Individual strategies/techniques: Communication Use “I” language – take responsibility for your communications. Pay attention to nonverbal cues. Communicate consequences if you have tried reasoning, clarifying the issue, and asserting the team’s needs but nothing has changed.

Conflict Prevention Techniques (continued) Managing others’ expectations Set limits to help manage your boss’s expectations and avoid a future conflict. Knowing what to expect and being able to plan ahead can remove or reduce member guesswork, stress, and conflict.

Conflict Prevention Techniques (continued) Focusing on others first Anticipate the other’s disagreement or objection and explain how your proposal takes this issue into account. When you are looking to change or improve organizational processes, consider first how others might benefit from the change. Appeal to the other’s self interest.

Summary Conflict is inevitable. Not all conflict is dysfunctional. Practicing conflict prevention techniques can help you eliminate or diffuse conflicts before they surface. You can manage your response to conflict and improve your interaction with others by knowing: Likely sources of conflict Appropriate strategies for dealing with different types of conflict