1. In the Workplace Denise Hutchins Annette M. Holba University Days 2017
Conflict
In the Workplace
Denise Hutchins
Annette M. Holba
University Days 2017

2. Conflict Defined
“an expressed struggle between at least two interdependent parties who perceive incompatible goals, scare resources, and interference from others in achieving their goals” (Wilmot & Hocker, 2013, p ).
Or more simply: a discomforting difference between two or more people.

3. Elements of a Conflict
Interdependence
Opposition
Expression
Emotion

4. Conflict Management
Micro Level – refers to behaviors that individuals or organizations respond to
Macro Level – structures, policies, procedures managers use to minimize potential damage conflict might cause.

5. Myths about Conflict It should not occur
When it does, someone is at fault
Conflict is competitive (always win/lose)
Winning requires more power
Exertion of power is always harmful

6. Dysfunctional Conflict Strategies
Avoidance – ignore it
Withdrawal – close off channels – limit transactions
Imposition – resort to power
Triangulation – appealing to a third party
Pay Back – revenge
Compromise – useful sometimes but not all (bargaining process is usually competitive)

7. Constructive Conflict Approaches
Conflict will occur – it is natural
Conflict requires time and attention
Unnecessary Conflicts waste time/energy
Poor conflict approaches damage people, relationships, organizations
Constructive micro level approaches require direct communication and mutual agreement
Third parties help when they are facilitators
Macro level approaches must focus long term and facilitate micro level approaches

8. Constructive at Micro Level
Separate people and roles from problem
Focus on interests and not positions
General options for mutual gain
Use objective criteria

9. 7 Step Process Define Issue Identify Goals
Decide to negotiate (or not)
Approach other party/request assistance
Talk in effort to understand and resolve
Contract to resolve the issue
Follow through with contract

10. Macro Level Create formal procedures with enforcement mechanisms
Help to mitigate after conflicts occur

11. Conflict Styles Avoidance Competition Compromise Accommodation
Collaboration

12. References
Wilmot, W., Hocker, J. (2013). Interpersonal conflict. New York: McGraw-Hill.
Conflict Assessments