Conflict Management

Objectives What is Conflict? Causes of Conflict Costs of Conflict to a Company Types of Conflict Management Collaboration = Resolution Win – Win

What is Conflict? Competing differences between two or more people. These differences are often caused by struggles over goals, motives, values, ideas and resources.

Other Causes of Conflict? Poor communication. Misunderstandings (Path of Meaning). Both parties believe they are right. Not being able to admit to being wrong. Getting “backed into a corner.”

Costs of Conflict to a Company Stress, frustration, and anxiety Loss of sleep Strained relationships Grievances and litigation Employee turnover Loss of productivity Increased client complaints Absenteeism Sabotage Injury and accidents Disability claims Sick leave

How do you resolve conflict?

Resolutions Competing/Fighting? Accommodating/Yielding? Avoiding? Collaborating? Compromise

Competing/Fighting Dissension Escalation of Contention Loss of Productivity I Win / You Lose

Accommodating/Yielding Yielding party always loses Yielding party may stop caring Loss of productivity I Lose / You Win

Avoiding Weakens inter-shop relationships Justifies situation, does not resolve Loss of productivity I Lose / You Lose

Collaborating Strengthens relationships Resolves situation Increases productivity I Win / You Win

Collaboration Confronting our conflicts requires us to: Expose ourselves to potential ridicule and rejection. Recognize we may have contributed to the problem. Be willing to change. Use effective dialogue.

Collaboration Facilitate the process by using a mediator to: Understand each participant’s perspective through a pre-counseling session. Set ground rules for improved communication. Coach participants through the counseling. Equalize power. Help participants plan for future interaction.

Assertive v. Aggressive Assertive as "confidently aggressive or self- confident; positive: aggressive. Aggressive is defined as "vigorously energetic, especially in the use of initiative and forcefulness". Being aggressive and being assertive are often confused because of different points of view. Being assertive can be healthy and positive, but being aggressive definitely is not.

Conflict Management Conflict handled properly through collaboration allows us to confront conflict positively and constructively, and provides for a resolution that is not only successful, but also effective. This method ensures the conflict will end with a true win-win resolution!