1. Conflict Management

2. Objectives What is Conflict? Causes of Conflict
Costs of Conflict to a Company
Types of Conflict Management
Collaboration = Resolution
Win – Win

3. What is Conflict? Competing differences between two or more people.
These differences are often caused by struggles over goals, motives, values, ideas and resources.

4. Other Causes of Conflict?
Poor communication.
Misunderstandings (Path of Meaning).
Both parties believe they are right.
Not being able to admit to being wrong.
Getting “backed into a corner.”

5. Costs of Conflict to a Company
Stress, frustration, and anxiety
Loss of sleep
Strained relationships
Grievances and litigation
Employee turnover
Loss of productivity
Increased client complaints
Absenteeism
Sabotage
Injury and accidents
Disability claims
Sick leave

6. How do you resolve conflict?

7. Resolutions Competing/Fighting? Accommodating/Yielding? Avoiding?
Collaborating?
Compromise

8. Competing/Fighting Dissension Escalation of Contention
Loss of Productivity
I Win / You Lose

9. Accommodating/Yielding
Yielding party always loses
Yielding party may stop caring
Loss of productivity
I Lose / You Win

10. Avoiding Weakens inter-shop relationships
Justifies situation, does not resolve
Loss of productivity
I Lose / You Lose

11. Collaborating Strengthens relationships Resolves situation
Increases productivity
I Win / You Win

12. Collaboration Confronting our conflicts requires us to:
Expose ourselves to potential ridicule and rejection.
Recognize we may have contributed to the problem.
Be willing to change.
Use effective dialogue.

13. Collaboration Facilitate the process by using a mediator to:
Understand each participant’s perspective through a pre-counseling session.
Set ground rules for improved communication.
Coach participants through the counseling.
Equalize power.
Help participants plan for future interaction.

14. Assertive v. Aggressive
Assertive as "confidently aggressive or self- confident; positive: aggressive. Aggressive is defined as "vigorously energetic, especially in the use of initiative and forcefulness". Being aggressive and being assertive are often confused because of different points of view. Being assertive can be healthy and positive, but being aggressive definitely is not.

15. Conflict Management
Conflict handled properly through collaboration allows us to confront conflict positively and constructively, and provides for a resolution that is not only successful, but also effective. This method ensures the conflict will end with a true win-win resolution!