Responding to Conflict Prepared by Siti Rokiah Siwok for UHS 2062 and SHP 1313 classes in UTM, Skudai, Malaysia srsiwok@gmail.com

What determines one’s responses to conflict? Goodwin and Griffith (2007) state that one’s responses to conflict is determined by two considerations: How important is a particular outcome to you? How important is the relationship with the other party? Clarifying your values is very important.

Responses to Conflict: Avoidance People will adopt avoiding approach to conflict when the conflict is trivial to them or has little stake in the outcome or concern with whom there is dispute The issues are not important to them The “cost” of engaging in the conflict is not worth the possible benefit to be gained Needs to buy time such as to gather information

Responses to Conflict: Avoidance This response is also called withdrawal or retreating (Why?) It is failing to engage ( Corvette, 2007) Avoidance be partial or total. What are the reasons people withdraw?

Responses to Conflict: Avoidance What are the disadvantages of avoidance? What are the behaviours which represents avoidance? What type are you?

Responses to Conflict: Avoidance What other variables are at play if this response style is adopted?

Responses to Conflict: Adversarial/Forcing /Competitive This style is a win/lose approach. Underlying this approach is a perspective that resources is limited This style may range from mildly adversarial to extremely aggressive Behaviour that exemplifies this approach includes making remarks with no regard to other people's feelings, refusing to back down, belittling the other, using accusatory tactics and the like.

Responses to Conflict: Adversarial Forcing/Competitive Other characteristics such as criticizing, defensiveness, stonewalling and contempt. This style is self-centred. On the extreme this style may lead to trickery and violence. What type are you?

Responses to Conflict: Accommodating /Compromising This style is to give up part of you want at the request of the other. It is a “middle-of the road” approach, without totally giving up one’s own needs. Compromising is giving in; different from collaborating.

Responses to Conflict: Cooperative /Collaborative What is the difference between cooperative/collaborative and compromise? Key behaviours: listening and expression of feelings and desires.

Responses to Conflict: Adversarial /Competitive Behaviours associated with this approach : Agreeing openly but internally dissatisfied

Choosing the appropriate style All four styles may be used in one negotiation. Each of the four styles is appropriate at times. The collaborative style is usually the most effective choice; but not all the time. Other style may be useful too, but when? Styles may vary from person to person and from situation to situation.

References : Goodwin, C . & Griffith, D. B (2007). The Conflict Survival Kit. Tools for Resolving Conflict at Work. New Jersey: Pearson.