Managing Conflict Seth Caron Emily Rodgers
Conflict is Normal • Normal part of a teams process • Healthy • “Defensive avoidance” • Conflict during team stages
Sources of Conflict • Determine the source • Hidden conflicts • Organizational, social, personal
Sources of Conflict • Healthy • Focus on task issues • Legitimate difference of opinion • Differences in values and perspectives • Different expectations about the impact of decisions • Unhealthy • Competition over power, rewards, and resources • Conflict between individual and group goals • Poorly run team meetings • Personal grudges • Faulty communication
Impact of Conflict • Positive • New approaches, motivates, encourages new ideas • Stimulates team creativity • Negative • Negative emotions, stress • Diverts attention from tasks and goals • Destroys team cohesion • Integral part of the team process
Impact of Conflict • How does the team resolve the conflict? • Cooperative manner • One side dominate
Conflict in Work Teams • Routine task • Non-routine task • Task and relationship conflicts • Trust
Conflict Resolution Approaches • Two dimensions • Distribution (assertive) • Integration (cooperative)
Five Approaches to Conflict Resolution • Avoidance- ignore the issue • Accommodation- give up your position • Confrontation- acting aggressive to win • Compromise- balance goals of everyone • Collaboration- solution that satisfies everyone
Negotiation • Exchange of offers and counteroffers to achieve a mutual agreement • Win-Win • Win-Lose • Stand Tough • GRIT (Graduated and Reciprocal Initiative in Tension Reduction)
Mediators A buffer between both sides, reorient the situation to a win-win from a win-lose
Arbitration Can impose a SOLUTION!
Managing Team Conflict “If members on one side trust members on the other side, and believe everyone wants a fair solution, they are better able to negotiate a solution”
Structure for Negotiating Team Conflict • Separate the people from the problem. • Focus on the shared interest of all parties. • Develop many options that can be used to solve the problem. • Evaluate the options using objective criteria. • Try again.
“Conflicts that are healthy for a team come from disagreements on how to address task issues; conflicts that are unhealthy originate from organizational, social, or personal issues.”