1. Conflict Management
Chapter 7

2. Problem vs. Conflict Problem Involves a situation or object
Question to be considered or solved

3. Problem vs. Conflict Conflict Difficulties between people
Feared & avoided by leaders
Inherent in all relationships
Differences in goals
Communication creates, reflects, & is a vehicle for conflict management

4. 1. Distribution of resources
Results in power struggles
Resources = tangible & intangible
Inequity in distribution of resources
Leaders can…

5. 2. Individual psychological needs
Competing or incompatible goals
Personality clashes
Unmet needs
Conflicting motivators
Power discrepancies
Consider individual needs

6. 3. Conflicts over values Come from…. Deeply entwined in one’s identity
Culture, religion, personal beliefs
Deeply entwined in one’s identity
Difficult to overcome

7. Conflict Resolution
The process of resolving disagreements with the use of specific conflict resolution skills
Goal: Create a win-win situation
Assertiveness…
Approaches….

8. Assertiveness in Managing Difficulties
Behaviors that arise when dealing with conflict
Standing up for your rights while being sensitive to others & accepting responsibility for one’s actions
4 stage continuum

9. Assertiveness in Managing Conflict
High
Passivity Assertiveness
Manipulation Aggressiveness
Respect for
Others
Low
High
Respect for Self

10. Assertiveness in Managing Conflict
Aggressiveness
Lack of respect for others
Dominating & winning are key
Like to humiliate people
Perceive themselves as powerful
Lacks credibility from others H
Passivity Assertiveness
Manipulation Aggressiveness
Respect for Others
Respect for Self L H

11. Assertiveness in Managing Conflict
Passivity
Non honest expression of feelings
Lack of self respect
Appease others
Avoid conflicts
Ineffective in problem solving H
Passivity Assertiveness
Manipulation Aggressiveness
Respect for Others
Respect for Self L H

12. Assertiveness in Managing Conflict
Manipulative
Lack of respect for self & others
Underhanded
Coerce responses from people
Resented & not respected by others H
Passivity Assertiveness
Manipulative Aggressiveness
Respect for Others
Respect for Self L H

13. Assertiveness in Managing Conflict
Respect for self & others
Stand up for rights without violating others’ rights
Direct, honest
Consider others H
Passivity Assertiveness
Manipulation Aggressiveness
Respect for Others
Respect for Self L H

14. Approaches to Dealing with Conflict
Accommodation Collaboration
Compromise
Avoidance Competitive
High
Level of Cooperation
Low
High
Level of Assertiveness

15. Approaches to Dealing with Conflict
Avoidance
Low assertiveness & low cooperation
Characteristics
What problem?
Non-committal
Make irreverent remarks…get over it
Denial
Why?
Fear
Hurt feelings of others
Time to deal with it
Lose-lose situation H
Accommodation Collaboration
Compromise
Avoidance Competitive
Level of Cooperation
Level of Assertiveness L H

16. Approaches to Dealing with Conflict
Accommodation
Low assertive, high cooperation
Do what others want & not what you want
Win-lose relationship
Shows a lack of confidence H
Accommodation Collaboration
Compromise
Avoidance Competitive
Level of Cooperation
Level of Assertiveness L H

17. Approaches to Dealing with Conflict
Competitive
High assertive, low cooperation
Look out for yourself regardless of what others
One-up relationship
Dominance issue
Win-lose relationship H
Accommodation Collaboration
Compromise
Avoidance Competitive
Level of Cooperation
Level of Assertiveness L H

18. Approaches to Dealing with Conflict
Compromise
Middle of assertiveness & cooperation
Give & take relationship
Goal: Equal exchange
Neither party satisfied
Lose-lose or weak win-win H
Accommodation Collaboration
Compromise
Avoidance Competitive
Level of Cooperation
Level of Assertiveness L H

19. Approaches to Dealing with Conflict
Collaboration
High assertiveness & cooperation
Work through problem
Combine resources to move ahead
Don’t give up things like Compromise
Work jointly & accept responsibility
Win-win situation…best approach H
Accommodation Collaboration
Compromise
Avoidance Competitive
Level of Cooperation
Level of Assertiveness L H