1. Conflict Management in Groups
Chapter 11
Conflict Management in Groups

2. Conflict in Groups
Conflict is “a struggle of interconnected parties who perceive incompatible goals and interference from each other in attaining those goals”
Dissent can be productive
Conflict can be either destructive or constructive
Destructive conflict is “characterized by dominating, escalating, retaliating, competing, defensive, and inflexible communication.”
Constructive conflict ”is characterized by We-oriented, de-escalating cooperative, supportive and flexible communication patterns.”

3. Styles of Conflict Management
Styles are orientations toward conflict
“Since conflict can be an essential catalyst for growth in a system, increasing conflict may be required to evoke change.”
Styles:
Collaborating (high task, high social)
Accommodating (low task, high social)
Compromising (Moderate task, moderate social)
Avoiding (Low task, low social)
Competing (High task, low social)

4. Other Factors Impacting Conflict
We should also be mindful of contexts
Situational (routine vs. non-routine tasks)
Relational (e.g. personality clashes)
Cultural (e.g. individualist vs. collectivist orientations)

5. Negotiating Strategies
Negotiation is “a process by which a joint decision is made by two or more parties.”
”Negotiating strategies are the ways we transact these joint decisions when conflicts arise.”
Common strategies:
Tit for tat – reciprocity
Reformed sinner – act tough, then tone it down
Positional bargaining
Hard bargaining (emphasis on task)
Soft bargaining (emphasis on social)
Principled negotiation: separate people from problem, negotiate interests (why you want something), generate different options/possibilities, stress the importance of objectivity

6. Anger Management Common conflict-related behaviors in the workplace
Yelling, swearing, hurling insults, using sarcasm, criticizing, crying, giving dirty looks, making angry gestures, throwing things, and physical assault
Constructive and destructive anger depends on the intensity and duration of the expression
Strategies for controlling your own anger:
Reframe self-talk (be reflective and well-reasoned)
Listen nondefensively
Deliberately calm yourself
Find distractions

7. Anger Management Strategies for managing the anger of others:
Be asymmetrical (don’t strike back right away)
Validate the other person
Probe
Distract
Assume a problem orientation
Refuse to be abused
Disengage