1. Chapter 12Conflict

2. Learning Outcomes: Conflict Define conflict. Contrast the three views of conflict. Describe the five conflict-handling strategies. Discuss the use of a third party to resolve conflict. Differentiate between conciliation, fact finding, fact finding with recommendations, mediation, and arbitration for seeking conflict resolution. Gain a greater understanding of one’s own preferred conflict-handling style through self assessment.

3. Conflict Conflict is something we will all face when working with others. Conflict can be defined as a process where one party perceives another party has negatively affected or is about to negatively affect something of concern to the first party.

4. Conflict If no one is aware of a conflict, then it is generally agreed that no conflict exists.

5. Views of Conflict Traditional approach: Some believe conflict should be avoided. This is also believed to probably be unrealistic. Human relations approach: Some believe conflict is a natural part of life and people need to learn how to deal with it. Interactionist approach: Some believe conflict is beneficial, even necessary, to promote progress.

6. Conflict Functional Conflict: When conflict outcome supports the goals of the organization, it is said to be functional. Dysfunctional Conflict: If the conflict outcome does not support the goals of the organization, or hinders its performance, it is viewed as being dysfunctional.

7. Conflict Handling Techniques Avoiding strategy Accommodating strategy Competing strategy Compromising strategy Collaborating strategy

8. Conflict Handling Techniques Competing Collaborating Assertive Compromise Assertiveness Accommodating Avoiding Unassertive Uncooperative Cooperative Cooperativeness

9. When Conflict Cannot Be Resolved! Conciliation – Intermediary providing an informal communication link. Fact-Finding – Neutral party researches the issue, providing the facts to both parties. Fact-Finding with Recommendations – Neutral party researches the issue, providing the facts and making recommendations to both parties. Mediation – Neutral third party facilitates solution by using reasoning and persuasion. Arbitration – A third party with authority to dictate an agreement.

10. Summary Conflict is a process. There are three views of conflict. There are five strategies for handling conflict. Not all conflict can be resolved between two parties without a third party intervention. Five different conflict intervention techniques were discussed.