1. McGraw-Hill/Irwin 2010 Modified by Jackie Kroening 2011 CONFLICT MANAGEMENT Chapter 13

2. Parts taken from Human Relations 4ed Modified by Jackie Kroening 2011 Types of Conflict Conflict Occurs when one person sees that another person has damaged or is about to damage something that the other person cares about. Results in minor inconveniences, major losses, and company failures.

3. Parts taken from Human Relations 4ed Modified by Jackie Kroening 2011 Types of Conflict Common aspects involved in all types of conflict: Conflict must be perceived by all people involved. Most definitions involve opposition or incompatibility. * Some type of interaction in ongoing, or all parties would be avoiding conflict.

4. Parts taken from Human Relations 4ed Modified by Jackie Kroening 2011 Types of Conflict Conflicts can be classified as: * Functional (constructive) conflict. Dysfunctional (destructive) conflict.

5. Parts taken from Human Relations 4ed Modified by Jackie Kroening 2011 Types of Conflict Classifying conflict by the participants in the conflict: * Inner conflict – Occurs within an individual; it might involve values, loyalties, or priorities. * Person-versus-person conflict – Involves two people having personality differences, values conflicts, and loyalties among other issues. Intragroup conflict – When two groups form and take sides. * Person-versus-group conflict – When a member of a group breaks its rules or norms.

6. Parts taken from Human Relations 4ed Modified by Jackie Kroening 2011 Sources of Conflict

7. Parts taken from Human Relations 4ed Modified by Jackie Kroening 2011 Sources of Conflict * Content conflict - Focuses on disagreements over the meaning of a statement or concept. * Values conflict - Occurs when one set of values clashes with another, and a decision has to be made. * Negotiation-of-selves conflict – Process of defining oneself to others and responding to their implied definitions of themselves. * Institutionalized conflict – Occurs when a conflict factor is built into the structure of an organization.

8. Parts taken from Human Relations 4ed Modified by Jackie Kroening 2011 Conflict Analysis Questions that help manage a conflict Who is involved? What is at stake? How important is time? What are the tie-ins with other issues?

9. Parts taken from Human Relations 4ed Modified by Jackie Kroening 2011 Potential Solutions Win-lose strategy – Allows one side of the conflict to win over the other. The two approaches are: Win-lose approach – Allows one side of a conflict to win at the expense of the other Democratic vote. Not affective because majority vote will leave a minority of unhappy people without any real recourse. Arbitrary approach

10. Parts taken from Human Relations 4ed Modified by Jackie Kroening 2011 Potential Solutions * Lose-lose strategy – Everyone gives up something and the focus is on compromise. People are unhappy of both sides of the issue. * Win-win strategy – Leads to a solution in which both sides feel that they have come out on top.

11. Parts taken from Human Relations 4ed Modified by Jackie Kroening 2011 Styles of Conflict Management Five common approaches: * Competitor – Tries a win-lose approach, especially if he/she is personally involved. Avoider – Keeps away from conflicts, and values neutrality highly. * Compromiser – Uses his/her skills to blend differences and form a workable alternative and reach agreement. Accommodator – Wants to avoid conflict by engaging in positive thinking. * Collaborator – Brings both sides together for discussion and tries to bring about a win-win solution.

12. Parts taken from Human Relations 4ed Modified by Jackie Kroening 2011 Styles of Conflict Management

13. Parts taken from Human Relations 4ed Modified by Jackie Kroening 2011 Dealing with Special Conflict Cases Low conformers Think independently, solve problems creatively, and often cause some conflict. Working with and managing this type of personality requires a patience and good will. * Solution to make working with low conformers less problematic is to tolerate their honesty.

14. Parts taken from Human Relations 4ed Modified by Jackie Kroening 2011 Dealing with Special Conflict Cases Suggestions for dealing with an envious person at work: Avoid destructive conflict with the envious person. Confront the envious co-worker. Avoid excessive contact with the envious person. Discuss the problem with your manager. * Build up the envious person’s self- esteem.

15. Parts taken from Human Relations 4ed Modified by Jackie Kroening 2011 Dealing with Special Conflict Cases Steps to deal with whiners and complainers: Listen, but not too much. Do frequent reality checks. Challenge the word unfair. Be a team leader or player.

16. Parts taken from Human Relations 4ed Modified by Jackie Kroening 2011 Dealing with Special Conflict Cases Steps to get meaningful feedback from passive, unresponsive people: Build up the person's self-esteem. Develop and use a friendly, silent gaze. Don’t fill the space. Make statements to help break the tension. Set time limits. Ask open-ended questions.

17. Parts taken from Human Relations 4ed Modified by Jackie Kroening 2011 Dealing with Special Conflict Cases Dealing with different types of people requires patience, good listening skills, and time. Whenever a conflict with a difficult person begins, one must plan the strategy accordingly. It would be a good idea to deal with difficulties on an event-by-event basis.

18. Parts taken from Human Relations 4ed Modified by Jackie Kroening 2011 Strategies for Success Negotiate win-win solutions: 1. Get emotions under control. 2. Agree on ground rules. 3. Clarify all positions. 4. Explore multiple needs and issues. 5. Develop alternatives. 6. Choose solutions that are win-win. **

19. Parts taken from Human Relations 4ed Modified by Jackie Kroening 2011 Strategies for Success Make collaboration work: 1. Identify the problem. 2. Generate a solution. 3. Identify an action plan. 4. Put the action plan to work.

20. Parts taken from Human Relations 4ed Modified by Jackie Kroening 2011 Strategies for Success Stop conflicts before they start: 1. Turn the people around you into winners. 2. Work together on common goals. 3. Communicate, communicate, communicate.