13 CONFLICT MANAGEMENT.

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Presentation transcript:

13 CONFLICT MANAGEMENT

Learning Objectives Identify the types of conflict. List sources of conflict. Define conflict analysis. Give examples of potential solutions to a conflict. Compare and contrast styles of conflict management. Explain how to deal with special conflict cases.

Types of Conflict Functional (constructive) Dysfunctional (destructive)

Conflict within an individual Inner Conflict Conflict within an individual

Person-vs-Person Conflict Two people at odds

Already-formed groups having conflicts with each other Intergroup Conflict Already-formed groups having conflicts with each other

Conflict arising among group members Intragroup Conflict Conflict arising among group members

Person vs. Group Conflict When a member of a group breaks the rules or norms

Sources of Conflict Figure 13.1: Sources of Conflict

Conflict Analysis Questions that help manage a conflict Who is involved? What is at stake? How important is time? What are the tie-ins with other issues?

Potential Solutions Win-lose Lose-lose Win-win One side winning at the expense of the other Everyone gives up something (compromise) Both sides feel they have come out on top

Styles of Conflict Management Five common approaches: Competitor – Tries a win-lose approach, especially if he/she is personally involved. Avoider – Keeps away from conflicts, and values neutrality highly. Compromiser – Uses his/her skills to blend differences and form a workable alternative. Accommodator – Wants to avoid conflict by engaging in positive thinking. Collaborator – Brings both sides together for discussion and tries to bring about a win-win solution.

Dealing with Special Conflict Cases Low conformers Envious people Whiners and Complainers Passive, Unresponsive People

Strategies for Success Negotiate win-win solutions: Get emotions under control. Agree on ground rules. Clarify all positions. Explore multiple needs and issues. Develop alternatives. Choose solutions that are win-win.

Strategies for Success Make collaboration work: Identify the problem. Generate a solution. Identify an action plan. Put the action plan to work.

Strategies for Success Stop conflicts before they start: Turn the people around you into winners. Work together on common goals. Communicate, communicate, communicate.