CONFLICT MANAGEMENT

The conflict process

Sources ofSources ofconflictconflict

ManifestManifestconflictconflict

ConflictConflictoutcomesoutcomes

Conflictperceptions

Conflictemotions

DEVELOP A POWERFUL :Team Mission Statement

• Clear—I can see it and I can say it

• Common—I believe it and share it

• Compelling—I am motivated to achieve it

• Concise—I know when we have achieved

success

Types of conflict• Task-related conflict (Conflict is not always bad )

– conflict is aimed at issue, not parties– helps recognise problems, identify solutions and understand the

issues

• Socioemotional conflict– conflict viewed as a personal attack– foundation of conflict escalation– leads to dissatisfaction, stress and turnover

• Process Conflict

- Conflict over how work gets done

• Relationship Conflict

- Conflict based on interpersonal relationships

We see things:

not as they arebut as we are

RESOLVING CONFLICT THROUGH NEGOTIATION

Negotiations—trying to resolve differences by

redefining terms of interdependence.

• Everyone negotiates every day

The Negotiation

Process

Basic Types of Negotiation

Distributive negotiations

Involve win–lose, fixed-amount situations wherein

one party’s gain is another party’s loss

Integrative negotiations

Involve joint problem solving to achieve results

benefiting both parties

Basic Types of Negotiation

Attitudinal structuringThe process by which conflicting parties seek to

establish desired attitudes and relationships

Intraorganizational negotiationsInvolve sets of negotiators representing different

groups, and each set of negotiators tries to build consensus for agreement to resolve intra-group conflict before dealing with the other group’s negotiators

Matrix of Negotiated Outcomes

Outcome:Great for Person A

Terrible for Person B

Outcome:Mediocre for Person AMediocre for Person B

Outcome:Good for Person AGood for Person B

Outcome:Terrible for Person AGreat for Person B

Integrative Distributive

Inte

gra

tive

Dis

trib

uti

ve

STRATEGY OF PERSON B

ST

RA

TE

GY

OF

PE

RS

ON

A

Third-partyThird-partyconflict resolutionconflict resolution

objectivesobjectives

EfficiencyEfficiency

EffectivenessEffectiveness

ProceduralProceduralfairnessfairness

OutcomeOutcomefairnessfairness

Third-party objectives

Types of third-party intervention

MediationMediation

ArbitrationArbitration

InquisitionInquisition

Level ofprocess control

Level of outcome control

High

HighLow

What is Persuasion?

The art of persuasion is the art of finding the best available means of moving a specific audience in a specific situation to a specific decision

Persuasion: The Message

• Repeated Exposure: Repeated exposure to people and things

(such as politicians and classical music) enhances their appeal.

• Emotional Appeal: Attempts to influence behavior on the

basis of feelings that are aroused instead of rational analysis

of the issues.

• Counter-arguments:: People tend to believe arguments that

run counter to the vested interests of the communicator.

The Persuasion Triangle

Subject(Logos)(Logic)

Presenter(Ethos)

(personal credibility)

Audience(Pathos)(emotions)

Persuasion in the Real World

Presenter

Subject

Audience

Your Needs & Interests

Their Needs & Interests

Your Program’s Needs & Accomplishments

Logos (logic)

• Support your reasons with proof. – Facts - can be proven. – Expert opinions or quotations – Definitions - statement of meaning of word or phrase – Statistics - offer scientific support – Examples - powerful illustrations – Anecdote - incident, often based on writer's personal

experiences – Present opposition - and give reasons and evidence to

prove the opposition wrong

Faulty Logic

1. Causal : making a connection b/c one event follows another.

2. Bandwagon: suggesting that b/c everyone believes something or does something,

it must be valid, accurate, or effective.

EX: Everybody knows that taxes are too high.

3. Either-or: oversimplifying an issue as offering only 2 choices.

4. Hasty Generalization: reaching a conclusion w/o adequate supporting evidence.

5. Personal Attack: name-calling

6. Red Herring: irrelevant facts or information used to distract from the issue.

7. Appeal to Misplaced Authority: using someone w/o the appropriate credentials or

expertise to endorse an idea or produc

8. Non Sequitur: an idea or logic that doesn’t follow the previous idea or conclusion.

Ethos (personal credibility)

• convince your audience that you are fair, honest, and well informed. They will then trust your

values and intentions. Citing your sources will help this area.

• Honesty:

• Competency: Meaning capable of getting the job done.

• Energy: Through non verbals like eye contact and gestures, and a strong voice, a

speaker will come across as charismatic.

How can you gain credibility?1. Dress up to show you’re serious

2. Be prepared and organized

3. Do your research and use it in your speech

4. Eye contact

5. Relate to your audience (in your speech)

Pathos (emotions)

• a carefully reasoned argument will be strengthened by an emotional appeal, especially love, anger, disgust, fear, compassion, and patriotism.

*“feeling” the speech

EX: If you loved me you would do this.

EX: Persuading lower gas prices might want some anger in the current prices or the frustration in nothing being done about it.

EX: Ads that try to get you to sponsor a child.

Analyze your audience

A. Supportive audience:

B. Uncommitted audience: neutral

Indifferent audience: have to get them to pay attention

and Convince them

C. Opposed audience: against you before you start

•Melt

•Mold

•Harden & Ignite!

Persuading is like making a candle

Melting Resistance

• To Melt Resistance– Be honest– Find common ground– Use humor carefully– Appreciate what they are already doing– Give realistic pros and cons– Ask them to make your case

Try to melt resistance before meetings

• Know your Audience

• Know what moves your Audience

• Present Professionally

• Present Personally

• Make your argument clear

Molding Opinion

In Closing, IGNITE!

• People may feel for you and agree

with you, but if they do not act on

your behalf, your presentation fails

its purpose

Harden & Ignite!:Believe in your cause

• To ignite others to support your cause, first YOU should be on fire

• Why should others care if you do not?• You show your convictions by your

– Passionate presentation– Confident presentation– Positive presentation

Influence• Influence

– Using power to change another person in a desired direction.

– The area of social psychology that studies the ways in which people

influence the thoughts, feelings, and behavior of other behavior.

• Dynamic interdependence view of influence

– Power is viewed as an aspect of a relationship. Power should vary

according to expertise, knowledge, and importance in goal attainment.

• Influence is a function of the characteristics of:

– The person exerting the influence

– The person receiving the influence

– The influence attempt

ASSERTIVENESS

Assertiveness is the ability to communicate your needs, feelings,

opinions, and beliefs in an open and honest manner without

violating the rights of others

1. IS NOT THE SAME AS AGGRESSIVE BEHAVIOR.

2. AGGRESSIVE BEHAVIOR ENHANCES SELF AT THE

EXPENSE OF OTHERS.

3. ASSERTIVENESS PRODUCES POSITIVE OUTCOMES

FOR ALL; AGGRESSIVE ACTS RESULT IN NEGATIVE

OUTCOMES.

WHAT WILL IT DO

1. HELPS YOU BECOME SELF-CONFIDENT

2. INCREASES SELF-ESTEEM

3. GAIN RESPECT OF OTHERS

4. IMPROVE COMMUNICATION SKILLS

5. IMPROVE DECISION-MAKING ABILITY

HOW TO BE ASSERTIVE

1. BE HONEST AND DIRECT ABOUT YOUR FEELINGS, NEEDS, BELIEFS.

2. EXPRESS YOURSELF FIRMLY AND DIRECTLY TO SPECIFIC

INDIVIDUALS.

3. BE REASONABLE IN YOUR REQUESTS

4. STATE YOUR VIEWPOINT WITHOUT BEING HESITANT OR

APOLOGETIC.

5. BE HONEST WHEN GIVING OR RECEIVING FEEDBACK.

6. LEARN TO SAY “NO” TO UNREASONABLE EXPECTATIONS.

7. PARAPHRASE WHAT OTHERS HAVE STATED TO YOU.

HOW TO BE ASSERTIVE

8. REGOGNIZE AND RESPECT THE RIGHTS OF THOSE AROUND YOU.

9. USE APPROPRIATE TONE OF VOICE.

10. BE AWARE OF BODY POSTURE/LANGUAGE

11. MAINTAIN EYE CONTACT.

12. USE “I” STATEMENTS TO EXPRESS SELF

13. DON’T LET OTHERS IMPOSE THEIR VALUES/IDEAS ON YOU

14. ENCOURAGE OTHERS TO BE CLEAR AND DIRECT

15. Acknowledgement, Validation, Gratitude

TYPES OF ASSERTIVENESS

• Non-assertive behaviour I am not ok,you are ok • Assertive behaviour I am ok,you are ok

• Aggresive behaviour I am ok,you are not ok

• Manipulative behaviour I am not ok,you are not ok

Communication Styles