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Managing Conflict

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Managing Conflict

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Managing Conflict

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  1. Managing Conflict

  2. Management of Conflict • When determining how to manage conflict, we tend to utilize different styles depending on the situation: • Avoidance—Non-confrontational: walking away from the situation • Accommodation—Non-confrontational: setting aside your needs for the needs of the other party • Competition—Win/lose: your loss is the other party’s gain; tactics include: forcing, low-balling, time constraints, deception, etc. • Compromise—Splitting the difference: (i.e. flipping a coin, cutting something in half) • Collaboration—Win/win: both parties mutually benefit, and creative alternatives are achieved.

  3. Responding to Conflict Satisfying own needs Accommodate Collaborating Satisfying others’ needs Compromising Competing Avoiding

  4. New Directions for Conflict Management • Bargaining/Negotiation • Third-Party Conflict Resolution

  5. Bargaining/Negotiation • Negotiation: an interpersonal decision-making process necessary whenever we cannot achieve our objectives single-handedly • Ex. Buying a car; buying a house; things at work • Integrative Bargaining • Distributive Bargaining

  6. Distributive Claim Value (win-lose) Positional/ Rights/ Power Goal: Individual Gain Single Issue No future relationship Integrative Create Value (win-win) Principled / Interest Goal: Mutual & Individual Gain Multiple Issues Long-term relationship Differences Between Distributive & Integrative Bargaining

  7. Third-Party Conflict Resolution • Managerial Conflict Resolution • Outside Conflict Resolution

  8. Managerial Conflict Resolution • Roles: • Inquisitor • Judge • Advisor • Motivator • Investigator • Restructurer • Problem solver • Procedural marshal

  9. Outside Conflict Resolution • Mediators—help parties facilitate the dispute but hold no decision power • Arbitrators—makes binding decisions based on the proposals and arguments of the parties involved in the conflict