1. Conflict Management

2. Overview Conflict Resolution Exercise Conflict Sources
Conflict Management Styles
Situational Considerations
Four Steps of Conflict Management
Case Study

3. Bomb Shelter Exercise
15 people are in a nuclear bomb shelter after a nuclear attack
These 15 are the last on earth
It will take 2 wks for radiation levels to reach safe levels
Food & supplies can only sustain 7 people for 2 wks
Pick the 7 who will survive

4. Bomb Shelter Exercise
Dr. Dane. African-American, 35, married, one child (Bobby), no religious affiliation, PhD in history, college professor, good health, active physically, enjoys politics.
Mrs. Dane. White, Jewish, 38, BS and MS in psychology, counselor in a mental health clinic, good health, one child (Bobby), active in community activities.
Bobby Dane. Mixed white and African American, Jewish, 10, attended special education classes for 4 years, has a mental disability, IQ of 70, good health, enjoys pets.
Mrs. Garcia. Hispanic, 33, raised Catholic, 9th grade education, exotic dancer, prostitute, good health, in a foster home as a child, was attacked by foster father at age of 12, ran away from home, returned to reformatory where she stayed until 16, has a child, 3 weeks old (Jean).
Jean Garcia. Three weeks old, Hispanic, good health, nursing. 5

5. Bomb Shelter Exercise
Mrs. Evans. African-American, 32, Protestant, BA and MA in elementary education, teacher, divorced with one child (Mary), good health, outstanding teacher, enjoys working with children.
Mary Evans., African-American , 8, Protestant, 3rd grade, excellent student, good health.
John Jacobs. Asian, 13, Protestant, 8th grade, honor student, good health.
Mr. Newton. White, 26, atheist, starting last year of medical school, known to have homosexual tendencies, good health, and wears “freaky” clothes.
Mrs. Clark. White, 26, Protestant, college graduate in electrical engineering, married, no children, good health, enjoys outdoors sports, grew up in the inner-city. 5

6. Bomb Shelter Exercise
Sister Mary Kathleen. A white nun, 35, college graduate, English major, middle-class American, and in good health.
Mr. Black. White, 51, Mormon, high school graduate, mechanic, "Mr Fix it," married, and in good health.
Miss Harris, Hispanic, 21, Protestant, college senior, nursing major, likes people, good health, enjoys outdoor sports.
Father Flanagan. African-American, 37, Catholic, college, seminary experience, priest, active in civil rights activities, criticized for his liberal views, good health, former college athlete.
Dr. Lee. Asian-American, 66, MD, general practitioner, has had two heart attacks in the past 5 years, but continues to practice medicine. 5

7. Conflict Sources Personal Differences Informational Deficiencies
Daily experiences are not judged on a common set of values
Conflicts tend to be emotionally charged
“People-focused” rather than “issue-focused”
Informational Deficiencies
Instructions may be interpreted differently
More factual & straightforward
Not about values & do not involve emotions

8. Conflict Sources Role Incompatibility Environmental Stress
Different entities have different goals
A common superior usually has to mediate
Environmental Stress
Shortage of resources
Uncertainty

9. Conflict Management Styles
Forcing
Accommodating
Avoiding
Compromising
Collaborating

10. Forcing Forcing Concern for Self Concern for Others High Assertiveness
High
Assertiveness
Forcing
Concern for Self
Low
Assertiveness
Concern for Others
Low Cooperation
High Cooperation
Source: Adapted from Principles of Leadership and Management. Boston: Pearson Custom Publishing, 2008. 1 1

11. Accommodating Forcing Accommodating Concern for Self
High
Assertiveness
Forcing
Concern for Self
Accommodating
Low
Assertiveness
Concern for Others
Low Cooperation
High Cooperation
Source: Adapted from Principles of Leadership and Management. Boston: Pearson Custom Publishing, 2008. 1 1

12. Avoiding Forcing Accommodating Avoiding Concern for Self
High
Assertiveness
Forcing
Concern for Self
Low
Assertiveness
Avoiding
Accommodating
Concern for Others
Low Cooperation
High Cooperation
Source: Adapted from Principles of Leadership and Management. Boston: Pearson Custom Publishing, 2008. 1 1

13. Compromising Forcing Avoiding Accommodating Compromising
High
Assertiveness
Forcing
Concern for Self
Compromising
Low
Assertiveness
Avoiding
Accommodating
Concern for Others
Low Cooperation
High Cooperation
Source: Adapted from Principles of Leadership and Management. Boston: Pearson Custom Publishing, 2008. 1 1

14. Collaborating Forcing Compromising Avoiding Accommodating
High
Assertiveness
Forcing
Collaborating
Concern for Self
Compromising
Low
Assertiveness
Avoiding
Accommodating
Concern for Others
Low Cooperation
High Cooperation
Source: Adapted from Principles of Leadership and Management. Boston: Pearson Custom Publishing, 2008. 1 1

15. Situational Considerations
How important is the disputed issue?
How important is the relationship?
How large is the power gap?
How quickly should the parties settle the dispute?

16. 4 Steps of Conflict Management
Diagnosing the sources of conflict & circumstances
Selecting the appropriate conflict management strategy
Implementing the strategy
Seeing a conflict through to successful outcome

17. Case Study What are the situational considerations?
Which conflict management styles did 2d Lt Hern use in this scenario?
What is the most appropriate conflict management style to use in this case?
What are some potential consequences of not collaborating to manage conflict?

18. Summary Conflict Resolution Exercise Conflict Sources
Conflict Management Styles
Situational Considerations
Four Steps of Conflict Management
Case Study