“Speaking without thinking is like shooting without aiming.” Chapter 11 Managing Conflict “Speaking without thinking is like shooting without aiming.” ~ Ancient Proverb Copyright  2006 McGraw-Hill Australia Pty Ltd PPTs t/a Interpersonal Skills in Organisations Slides by Caroline Juszczak

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. Copyright  2006 McGraw-Hill Australia Pty Ltd PPTs t/a Interpersonal Skills in Organisations Slides by Caroline Juszczak

What is Conflict? Conflict is a form of interaction among parties who differ in interests, perceptions, goals, values or approaches to problems. Conflict arises when we begin to feel that the other person is interfering with our ability to attain a certain objective. 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. Copyright  2006 McGraw-Hill Australia Pty Ltd PPTs t/a Interpersonal Skills in Organisations Slides by Caroline Juszczak

What is Conflict? (cont) Conflicts may involve individual or group disagreements, struggles, disputes, quarrels, or even physical fighting and wars. Conflict is a fact of life in organisations. Copyright  2006 McGraw-Hill Australia Pty Ltd PPTs t/a Interpersonal Skills in Organisations Slides by Caroline Juszczak

Is Conflict Normal? Three perspectives on managing conflict: Traditional view Human relations view Interactionist view Copyright  2006 McGraw-Hill Australia Pty Ltd PPTs t/a Interpersonal Skills in Organisations Slides by Caroline Juszczak

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. Copyright  2006 McGraw-Hill Australia Pty Ltd PPTs t/a Interpersonal Skills in Organisations Slides by Caroline Juszczak

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 Value clarification Copyright  2006 McGraw-Hill Australia Pty Ltd PPTs t/a Interpersonal Skills in Organisations Slides by Caroline Juszczak

Negative Conflict Conflict is viewed as negative when it results in: Unresolved anger Personality clashes Low self-esteem or self-confidence Unclear or opposing views on who is or should be responsible for what Problems of efficiency “Unfinished business” Copyright  2006 McGraw-Hill Australia Pty Ltd PPTs t/a Interpersonal Skills in Organisations Slides by Caroline Juszczak

Sources of Interpersonal Conflict Limited resources Differences in goals/objectives Miscommunication Differing attitudes, values and perceptions Style differences Copyright  2006 McGraw-Hill Australia Pty Ltd PPTs t/a Interpersonal Skills in Organisations Slides by Caroline Juszczak

Conflict Management Strategies Avoiding Accommodating Compromising Competing Collaborating Copyright  2006 McGraw-Hill Australia Pty Ltd PPTs t/a Interpersonal Skills in Organisations Slides by Caroline Juszczak

Tips for Managing Conflict Control your temper and emotional response Understand the issues Pick your battles Search for a common goal or common ground Copyright  2006 McGraw-Hill Australia Pty Ltd PPTs t/a Interpersonal Skills in Organisations Slides by Caroline Juszczak

Conflict Prevention Techniques Team-building skills Setting clear objectives Developing shared goals Establishing team norms Understanding the stages through which teams progress Clarifying expectations Planning projects and meeting deadlines Copyright  2006 McGraw-Hill Australia Pty Ltd PPTs t/a Interpersonal Skills in Organisations Slides by Caroline Juszczak

Conflict Prevention Techniques (cont) Diversity training Self-awareness of personal prejudices and stereotypes Individual differences and how they develop Valuing differences Maximising each person’s strengths and capabilities to the advantage of the organisation Understanding and reducing discrimination Legal guidelines for dealing with issues such as sexual harassment Cross-training and cross-functional team training Copyright  2006 McGraw-Hill Australia Pty Ltd PPTs t/a Interpersonal Skills in Organisations Slides by Caroline Juszczak

Conflict Prevention Techniques (cont) Open communication Regular staff meetings Internal newsletters Employee attitude surveys 360-degree feedback Copyright  2006 McGraw-Hill Australia Pty Ltd PPTs t/a Interpersonal Skills in Organisations Slides by Caroline Juszczak

Conflict Prevention Techniques (cont) Conflict management training Handle conflict constructively Respect the legitimacy of others’ points of view, feelings and perceptions Listen actively and communicate assertively Problem-solve collaboratively and support conflict constructively Help others avert unnecessary strife Use communication skills to influence the way in which conflict is handled Anticipate and act accordingly Be aware of potential problems and deal with them while they are still minor Copyright  2006 McGraw-Hill Australia Pty Ltd PPTs t/a Interpersonal Skills in Organisations Slides by Caroline Juszczak

Conflict Prevention Techniques (cont) Resource allocation Seek new ways in which resources can be obtained and allocated. Have an open process by which resources are allocated. Establish rewards at the highest level. Involve key players in resource allocation decision processes. Copyright  2006 McGraw-Hill Australia Pty Ltd PPTs t/a Interpersonal Skills in Organisations Slides by Caroline Juszczak

Individual Conflict Prevention Techniques Communication Use “I” language—take responsibility for your communication Pay attention to nonverbal cues Know when it’s best to express your opinion, or “agree to disagree” and table the matter Copyright  2006 McGraw-Hill Australia Pty Ltd PPTs t/a Interpersonal Skills in Organisations Slides by Caroline Juszczak

Individual Conflict Prevention Techniques (cont) Managing others’ expectations Set limits to help manage your boss’s expectations and avoid a future conflict Communicate consequences if you’ve tried reasoning, clarifying the issue, and asserting the team’s needs but nothing has changed Copyright  2006 McGraw-Hill Australia Pty Ltd PPTs t/a Interpersonal Skills in Organisations Slides by Caroline Juszczak

Individual Conflict Prevention Techniques (cont) 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 organisational processes, consider first how others might benefit from the change Appeal to the other’s self interest Copyright  2006 McGraw-Hill Australia Pty Ltd PPTs t/a Interpersonal Skills in Organisations Slides by Caroline Juszczak

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 Copyright  2006 McGraw-Hill Australia Pty Ltd PPTs t/a Interpersonal Skills in Organisations Slides by Caroline Juszczak