In the Workplace Denise Hutchins Annette M. Holba University Days 2017 Conflict In the Workplace Denise Hutchins Annette M. Holba University Days 2017

Conflict Defined “an expressed struggle between at least two interdependent parties who perceive incompatible goals, scare resources, and interference from others in achieving their goals” (Wilmot & Hocker, 2013, p. 13-20). Or more simply: a discomforting difference between two or more people.

Elements of a Conflict Interdependence Opposition Expression Emotion

Conflict Management Micro Level – refers to behaviors that individuals or organizations respond to Macro Level – structures, policies, procedures managers use to minimize potential damage conflict might cause.

Myths about Conflict It should not occur When it does, someone is at fault Conflict is competitive (always win/lose) Winning requires more power Exertion of power is always harmful

Dysfunctional Conflict Strategies Avoidance – ignore it Withdrawal – close off channels – limit transactions Imposition – resort to power Triangulation – appealing to a third party Pay Back – revenge Compromise – useful sometimes but not all (bargaining process is usually competitive)

Constructive Conflict Approaches Conflict will occur – it is natural Conflict requires time and attention Unnecessary Conflicts waste time/energy Poor conflict approaches damage people, relationships, organizations Constructive micro level approaches require direct communication and mutual agreement Third parties help when they are facilitators Macro level approaches must focus long term and facilitate micro level approaches

Constructive at Micro Level Separate people and roles from problem Focus on interests and not positions General options for mutual gain Use objective criteria

7 Step Process Define Issue Identify Goals Decide to negotiate (or not) Approach other party/request assistance Talk in effort to understand and resolve Contract to resolve the issue Follow through with contract

Macro Level Create formal procedures with enforcement mechanisms Help to mitigate after conflicts occur

Conflict Styles Avoidance Competition Compromise Accommodation Collaboration

References Wilmot, W., Hocker, J. (2013). Interpersonal conflict. New York: McGraw-Hill. Conflict Assessments http://spot.colorado.edu/%7Ewehr/40GD1.HTM