Chapter 13 CONFLICT MANAGEMENT
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.
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.
Types of Conflict • Conflicts can be classified as: • *Functional (constructive) conflict. • Dysfunctional (destructive) conflict.
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.
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.
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?
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
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.
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.
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.
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.
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.
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.
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.
Strategies for Success ** ** • Negotiate win-win solutions: • Get emotions under control. • Agree on ground rules. • Clarify all positions. • Explore multiple needs and issues. • Develop alternatives. • Choose solutions that are win-win.
Strategies for Success • Make collaboration work: • Identify the problem. • Generate a solution. • Identify an action plan. • Put the action plan to work.
Strategies for Success • Stop conflicts before they start: • Turn the people around you into winners. • Work together on common goals. • Communicate, communicate, communicate.