1. Conflict Resolution
Britt Andreatta, Ph.D.

2. Conflict Defined
Dictionary = “fight, battle, struggle, controversy, quarrel; discord of action, feeling, or effect; antagonism or opposition, as of interests or principles; incompatibility or interference, as of one idea, desire, event, or activity with another”
Natural part of group development
Inherently not negative but can create negative outcomes if not facilitated properly

3. Stages of Group Development
Tuckman’s Model
Five stages:
Forming
Storming = conflict is NORMAL!
Norming
Performing
Adjourning

4. Conflict Styles How an individual responds to conflict
Orientation to win/loss paradigm
Function of ratio between assertiveness and cooperativeness
Thomas-Kilmann Instrument (TKI)

5. Conflict Response Alternative
assertive
Forcing
Collaborating
Compromising
Assertiveness: Attempting to satisfy one’s own concerns
unassertive
Avoidable
Accommodating
uncooperative
cooperative
Cooperativeness: attempting to satisfy the other party’s concerns

6. Thomas-Kilmann Instrument (TKI)
Accommodating (1/9)
Competing (9/1)
Avoiding (1/1)
Compromising (5/5)
Collaborating (9/9)

7. Interpreting Your Results9
Accommodating(1/9)
Collaborating (9/9)
Compromise (5/5) 1
Avoiding (1/1)
Competing (9/9) 1 9

8. Resolving Conflict Conflict is normal part of group development
Can facilitate group through healthy process
Stages:
Identify the source
Assess the climate
Determine conditions for problem solving
Generate solutions
Implement action plan
Monitor, evaluate and renegotiate

9. Identify Source of Conflict
Possible sources:
Lack of communication
Disagreement about goals or process
Differences in personality, work style, etc.
Clash over status/power, ideas/issues
Etcetera
In collaboration model, you would identify each party’s needs, concerns, goals

10. Assess the Climate
Do a reality check. Clarify people’s perceptions; how far apart are they?
What other variables are at play? Hidden agendas, emotional attachments, vested interests

11. Conditions for Problem Solving
What are the group’s values or norms for conflict resolution? (e.g., use of third party, solving in private, etc.)
Set conditions/groundrules for meetings
Assess conflict styles and educate group
Determine desired outcomes and criteria for assessment of success

12. Generate Creative Solutions
Brainstorm, idea map, etc.
In collaboration, you would identify alternative resolutions and their consequences for each party.

13. Negotiate Acceptance Garner group agreement of “best” solution
In collaboration, get to win-win – find a solution that meets needs and concerns and accomplishes goals of each party.
Identify how and when to evaluate progress

14. Implement & Monitor
Formulate action plan and implement– specifics of who does what by when
Monitor over time, evaluate progress as agreed upon, and renegotiate as necessary