1. © Copyright The McGraw-Hill Companies, Inc., 2008
Managing Conflict
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2. © Copyright The McGraw-Hill Companies, Inc., 2008
Managing Conflict
What are conflicts about?
a. The Topic at hand
Example: Scheduling, budgeting
b. The Process
c. Relational issues
Example: Feeling unappreciated, resentful
d. Ego/Identity issues
Example: Glory hog or sexist nerd
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3. © Copyright The McGraw-Hill Companies, Inc., 2008
Managing Conflict
Approaches to Conflict
Avoiding
Accommodating
Competing
Collaborating
Compromising
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4. Conflict Management Styles
High Concern
for
Others’ Needs
High Concern
for
Others’ and
Own Needs
Accommodating
Passive
You Win, I Lose
Collaborating
Assertive
You Win, I Win
Compromising
Assertive
You Win Some, I Win Some
Low Concern
for
Others’ and
Own Needs
Competing
Aggressive
You Lose, I Win
High Concern
for
Own Needs
Avoiding
Passive
You Lose, I Lose
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Managing Conflict
(Continued…)
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6. © Copyright The McGraw-Hill Companies, Inc., 2008
Managing Conflict
(…continued)
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7. © Copyright The McGraw-Hill Companies, Inc., 2008
Managing Conflict
Handling Conflicts Constructively
Negotiation occurs when two or more parties discuss specific proposals to find a mutually acceptable agreement.
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8. © Copyright The McGraw-Hill Companies, Inc., 2008
Managing Conflict
Negotiation Strategies and Outcomes
Win-lose orientation
→ Only one side can reach its goals
Lose-lose orientation
→ Can turn into mutual destruction
Compromise
→ When limited resources are available
Win-win orientation
→ Solutions satisfy all parties
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9. © Copyright The McGraw-Hill Companies, Inc., 2008
Managing Conflict
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10. © Copyright The McGraw-Hill Companies, Inc., 2008
Managing Conflict
Preparing to Negotiate
Clarify interests and needs
Consider the best time to discuss
Prepare statement
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11. Managing Conflict Conducting the Negotiation
Identify the needs of both parties
Brainstorm possible solutions
Evaluate alternative solutions
Implement and follow up on the solution
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12. Conflict Resolution Summary
Step 1. Plan a BCF statement that maintains ownership of the problem.
Step 2. Present your BCF statement and agree on the conflict.
Step 3. Ask for, and/or give, alternative conflict resolutions.
Step 4. Make an agreement for change.
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