Handling Conflict (C) Krystle Attard 2012

 Conflict is a disagreement or clash between ideas, principles, or people  Although we do not choose conflict, sometimes it is inevitable

 Conflict is neither good nor bad – how it is handled can have a significant impact Conflict can create change and help us to learn:  more about ourselves  the people we are in conflict with  about the relationship  An opportunity to enhance social interactions (C) Krystle Attard 2012

Destructive Conflict Constructive Conflict  Diverts from real task  Destroys morale  Polarize interactions  Deepens differences  Irresponsible actions  Suspicion and distrust  Less productivity  Confronts the issue(s)  Clarify issue(s)  Better problem-solving  More involvement  Honest feedback  Personal growth  Stronger interactions (C) Krystle Attard 2012

Intrapersonal  Personal problems Interpersonal  One-to-one IntrapersonalInterpersonalIntragroupIntergroup (C) Krystle Attard 2012 Intragroup  Within group Intergroup  Between groups

Approach Different positive outcomes e.g. get a job or continue education Avoidance Different negative outcomes e.g. summer holidays / no money Balance Both positive and negative outcomes e.g. stay out late / argue at home (C) Krystle Attard 2012

Conflict in social exchanges and relations  Between friends and family  Within social groups and organizations  Vertical conflict: senior / junior designations  Horizontal conflict: same designations  Role conflict: different social functions (C) Krystle Attard 2012

 Different attitudes, values or perceptions  Disagreements about priorities and interests  Poor communication  Poor or inadequate organizational structure  Unclear roles and responsibilities  Scarce resources (finance, equipment, facilities)  Lack of teamwork (C) Krystle Attard 2012

Focus on interests, rights or power  Interests – mutual agreement (may be assisted)  Rights – decide by legal actions  Power – force, threats or commands by one party Individual responses  Retaliate or intimidate – short temper, strong opinion  Isolate – accept at face value but actually against it  Cooperate – address the problem (C) Krystle Attard 2012

 Compete – your concern over the other’s  Accommodate – the other’s concern over yours  Avoid – delay facing the issue at hand  Compromise – find middle ground and balance  Collaborate – work together and achieve all goals (C) Krystle Attard 2012

Scenario:  A student has submitted a somewhat controversial proposal about the Higher National Diploma programme to the MCAST Student Council. This has led to conflict between the student and the MCAST Student Council. We will first look at a poor use and then a more effective use of each mode. (C) Krystle Attard 2012

Poor use Effective use  … “Look, I don’t care what you think or how unfair you think this is! Rules are rules, and I’ve been hired to enforce them with no exceptions! case is closed!”  … “I understand that this is an important issue for you. However, as your proposal is currently stated, it does not fit in the guidelines set by the Council. I am not asking you to agree with my position, but I do hope that you will respect it.” (C) Krystle Attard 2012

Poor use Effective use  … “Hey…I understand this is important to you. So, even though your proposal doesn’t exactly fit within BTEC’s guidelines, I’ll overlook it this time and recommend it for viewing. I know you are a good student.”  … “I don’t want to seem unresponsive to your concerns but I don’t have authority to overturn the Council’s decision. So, what I suggest is that I put your issue on the agenda of the next meeting and invite you to attend (C) Krystle Attard 2012

Poor useEffective use  (over the phone) … “No, I don’t want to talk to him now. Tell him I’m not in. No…tell him I’m in a meeting and can’t be disturbed. I don’t care what you tell him…just get rid of him!”  … “Look, this is obviously important for you. I know that you have a lot invested in it. Can we talk again tomorrow at 10am? Meanwhile, I will be able to see your proposal better and maybe find additional options to it.” (C) Krystle Attard 2012

Poor use Effective use  … “I bet we can come to some agreement here. How about you getting me those free football tickets and I will try to slip right your proposal through the Student Council? They are a bunch of old-fashioned cronies anyway!”  … “The Student Council has set tight guidelines for these issues, but they are not unreasonable. If you would agree to revise Part A of your proposal to adhere to their guidelines, they may be think through your request in Part B. Would you consider that revision?” (C) Krystle Attard 2012

 Poor use: …“How about calling together a series of meetings with the Student Council, and the lecturers. We’ll see if we can research this issue in depth, discuss it, and find a solution which all parties agree with. This process will only take about 6-8 months. That’s not too long of a wait for you, is it?” (C) Krystle Attard 2012  Effective use: … “Since this is such an important issue both to you and the Student Council, I suggest that we sit down at a special meeting of the Council to try to better understand each others’ concerns. The sooner we reach a mutual decision, the better for everyone as many resources are involved here.