CONFLICT

CONFLICT (Source: Boulton. People Skills) Realistic Conflict is a Result of Opposed: Needs Goals Means Values Interests Unrealistic Conflict is a Result of: Differences in perceptions Lack of communication Ignorance of important information Errors Historical tradition and prejudice Dysfunctional Org. Structure/Systems Win/Lose Competition Hostility Resolution of Conflict Realistic - Use problem-solving and negotiation techniques Unrealistic - Improved Interpersonal Skills

CONFLICT MANAGEMENT APPROACHES Competing Collaborating Compromising Avoiding Accommodating

GETTING TO YES Separate the people from the problem Focus on interests, not positions Generate a variety of possibilities before deciding what to do Insist result be based on objective standard