Primer on Conflict February 3, 2011

Conflicts are inevitable All teams have conflict – The difference is how they manage it – Conflict may be an excellent learning and building too – Groups need to learn to work together even with people they may not care for – The ultimate goal is an outstanding product Cohen and Bailey 1997, Hackman 1987

Conflict theory Diversity powerful predictor – Turnover – Performance Plans, ideas Solving problems Visibility may be key to issues Viewed differences may make a global team less effective Pelled, 1996

Resolving conflict within teams Good training helps to resolve conflicts Sources of conflict – Cultural values – Differing attitudes – Various needs and expectations – Perception – Conflicting personalities

Communication and conflict Promote an environment free of conflict – Be sure to support active listening – Do not foster arguments – Allow for questions – Be sure to summarize Krauss, R., 2010

Personal experience Individuals working together One person felt immune to rules – Put patient lives in jeopardy – Was not open to constructive criticism Required intervention Was finally able to see error of ways

References Capozzoli, T. (1995) Resolving conflict within teams. Journal for Quality & Participation; Dec95, Vol. 18 Issue 7, p28, 3p Cohen, S. G., Bailey, D. (1997) What makes teams work: Group effectiveness research from the shop floor to the executive suite. J. Management 23(3) 239–290. Hackman, J. R. (1987) The design of work teams. J. W. Lorsch, ed. Handbook Of Organizational Behavior. Prentice-Hall, Englewood Cliffs, NJ, 315–342. Krauss, R. (2010) Communication and Conflict. Confl.pdf. Last accessed February 3, Pelled, L. (1996) Demographic Diversity, Conflict, and Work Group Outcomes: An Intervening Process Theory. Organization Science. Vol. 7, No. 6 (Nov. - Dec., 1996), pp