Conflict Management

Overview Conflict Resolution Exercise Conflict Sources Conflict Management Styles Situational Considerations Four Steps of Conflict Management Case Study

Bomb Shelter Exercise 15 people are in a nuclear bomb shelter after a nuclear attack These 15 are the last on earth It will take 2 wks for radiation levels to reach safe levels Food & supplies can only sustain 7 people for 2 wks Pick the 7 who will survive

Bomb Shelter Exercise Dr. Dane. African-American, 35, married, one child (Bobby), no religious affiliation, PhD in history, college professor, good health, active physically, enjoys politics. Mrs. Dane. White, Jewish, 38, BS and MS in psychology, counselor in a mental health clinic, good health, one child (Bobby), active in community activities. Bobby Dane. Mixed white and African American, Jewish, 10, attended special education classes for 4 years, has a mental disability, IQ of 70, good health, enjoys pets. Mrs. Garcia. Hispanic, 33, raised Catholic, 9th grade education, exotic dancer, prostitute, good health, in a foster home as a child, was attacked by foster father at age of 12, ran away from home, returned to reformatory where she stayed until 16, has a child, 3 weeks old (Jean). Jean Garcia. Three weeks old, Hispanic, good health, nursing. 5

Bomb Shelter Exercise Mrs. Evans. African-American, 32, Protestant, BA and MA in elementary education, teacher, divorced with one child (Mary), good health, outstanding teacher, enjoys working with children. Mary Evans., African-American , 8, Protestant, 3rd grade, excellent student, good health. John Jacobs. Asian, 13, Protestant, 8th grade, honor student, good health. Mr. Newton. White, 26, atheist, starting last year of medical school, known to have homosexual tendencies, good health, and wears “freaky” clothes. Mrs. Clark. White, 26, Protestant, college graduate in electrical engineering, married, no children, good health, enjoys outdoors sports, grew up in the inner-city. 5

Bomb Shelter Exercise Sister Mary Kathleen. A white nun, 35, college graduate, English major, middle-class American, and in good health. Mr. Black. White, 51, Mormon, high school graduate, mechanic, "Mr Fix it," married, and in good health. Miss Harris, Hispanic, 21, Protestant, college senior, nursing major, likes people, good health, enjoys outdoor sports. Father Flanagan. African-American, 37, Catholic, college, seminary experience, priest, active in civil rights activities, criticized for his liberal views, good health, former college athlete. Dr. Lee. Asian-American, 66, MD, general practitioner, has had two heart attacks in the past 5 years, but continues to practice medicine. 5

Conflict Sources Personal Differences Informational Deficiencies Daily experiences are not judged on a common set of values Conflicts tend to be emotionally charged “People-focused” rather than “issue-focused” Informational Deficiencies Instructions may be interpreted differently More factual & straightforward Not about values & do not involve emotions

Conflict Sources Role Incompatibility Environmental Stress Different entities have different goals A common superior usually has to mediate Environmental Stress Shortage of resources Uncertainty

Conflict Management Styles Forcing Accommodating Avoiding Compromising Collaborating

Forcing Forcing Concern for Self Concern for Others High Assertiveness   High Assertiveness Forcing Concern for Self Low Assertiveness Concern for Others Low Cooperation High Cooperation   Source: Adapted from Principles of Leadership and Management. Boston: Pearson Custom Publishing, 2008. 1 1

Accommodating Forcing Accommodating Concern for Self   High Assertiveness Forcing Concern for Self Accommodating Low Assertiveness Concern for Others Low Cooperation High Cooperation   Source: Adapted from Principles of Leadership and Management. Boston: Pearson Custom Publishing, 2008. 1 1

Avoiding Forcing Accommodating Avoiding Concern for Self   High Assertiveness Forcing Concern for Self Low Assertiveness Avoiding Accommodating Concern for Others Low Cooperation High Cooperation   Source: Adapted from Principles of Leadership and Management. Boston: Pearson Custom Publishing, 2008. 1 1

Compromising Forcing Avoiding Accommodating Compromising   High Assertiveness Forcing Concern for Self Compromising Low Assertiveness Avoiding Accommodating Concern for Others Low Cooperation High Cooperation   Source: Adapted from Principles of Leadership and Management. Boston: Pearson Custom Publishing, 2008. 1 1

Collaborating Forcing Compromising Avoiding Accommodating   High Assertiveness Forcing Collaborating Concern for Self Compromising Low Assertiveness Avoiding Accommodating Concern for Others Low Cooperation High Cooperation   Source: Adapted from Principles of Leadership and Management. Boston: Pearson Custom Publishing, 2008. 1 1

Situational Considerations How important is the disputed issue? How important is the relationship? How large is the power gap? How quickly should the parties settle the dispute?

4 Steps of Conflict Management Diagnosing the sources of conflict & circumstances Selecting the appropriate conflict management strategy Implementing the strategy Seeing a conflict through to successful outcome

Case Study What are the situational considerations? Which conflict management styles did 2d Lt Hern use in this scenario? What is the most appropriate conflict management style to use in this case? What are some potential consequences of not collaborating to manage conflict?

Summary Conflict Resolution Exercise Conflict Sources Conflict Management Styles Situational Considerations Four Steps of Conflict Management Case Study