CONFLICT MANAGEMENTCSH Pharma Group

What is Conflict

A disagreement between people that may bethe result of different

ndash Ideasndash Perspectivesndash Prioritiesndash Preferencesndash Beliefsndash Valuesndash Goalsndash Organizational structures

Organizational ConflictOrganizational Conflict

Organizational Conflict

bull The discord that arises when goals interests or values of different individuals or groups are incompatible and those people block or thwart each otherrsquos efforts to achieve their objectives

bull Conflict is inevitable given the wide range of goals for the different stakeholder in the organization

- Lack of conflict signals that management Lack of conflict signals that management emphasizes conformity and stifles emphasizes conformity and stifles innovationinnovation

- Conflict is good for organizational Conflict is good for organizational performance performance although excessive conflict causes although excessive conflict causes managers to managers to spend too much time achieving their own spend too much time achieving their own endsends

Conflict Can cause organizational distress

bull Low morale

bull Complaints and bickering

bull Minimum creativity

bull Lack of team spirit

bull Absenteeism and turnover

The Effect of Conflict on Organization Performance

Sources of Conflict

Sources of Conflict

bull Ambiguous jurisdictionsldquoI donrsquot know who has the sign off on that issuerdquo

bull Conflict of interestldquoDoesnrsquot she belong to the College toordquo

bull Communication barriersldquoThey never return phone callsrdquo

bull Unresolved prior conflictsldquoWe always have a problem with the Feds about the final reportrdquo

bull Over dependency of one partyldquoWe will have to wait until the Budget is announcedrdquo

Misconceptions about Conflict

bull Harmony is ldquonormalrdquo

bull Conflict is ldquoabnormalrdquo

bull Conflicts and disagreements are the same

bull Conflict is the result of ldquopersonality problemsrdquo

bull Conflict and anger are the same

Types of ConflictTypes of Conflict

bull Interpersonal Conflictndash Conflict between individuals due to differences in their goals

or values

ndash Intragroup Conflictbull Conflict within a group or team

ndash Intergroup Conflictbull Conflict between two or more teams or groupsbull Managers play a key role in resolution of this conflict

ndash Interorganizational Conflictbull Conflict that arises across organizations

Understanding Conflict

bull Stage

bull Frustration

bull Conceptualization

bull Behavior

bull Outcome

bull Individual Thought or Action

bull Blocked from satisfying goals

bull Determine the problem

bull1048708 Behavior is based on beliefs

bull The conflict is resolved in one of three ways - winlose - loselose - winwin

Conflict Management

Constructive Conflict

bull1048708 Growth occurs

bull1048708 Problems are resolved

bull1048708 Unifies a group

bull1048708 Enhances productivity

bull1048708 Increases commitment

Destructive Conflict

bull1048708 Leads to negativism

bull1048708 Diminished resolutions

bull1048708 Group division

bull1048708 Decreases productivity

bull1048708 Lessens satisfaction

Conflict is destructive when it

bull Takes attention from important activities

bull Undermines morale or self-esteem

bull Polarizes people and groups

bull Jeopardizes teamwork

bull Leads to negative behavior

bull Creates stress

Conflict is constructive when it

bull Identifies and clarifies important issues

bull Solves problems

bull Results in ldquosomething for everyonerdquo

bull Causes authentic communication

bull Leads to sharing information

bull Encourages cooperation

bull Buildsstrengthens interpersonal skills

Conflict Manifestation

bullPhase Onendash Frustration

bull Phase Twondash Conceptualization of cause

bull Phase Threendash Behavior directed at cause

bull Phase Fourndash Outcome as a result of the behavior

Defensive Copingbull Assumes that the problem is caused by the other person

bull Develops a private diagnosis and solution

bull Tries to get other person to change by using

bull logic indirect influence or critique

bull If other person resists that confirms 1

bull Responds to resistance through intensifying pressure protecting or rejecting the other person

bull If efforts are unsuccessful itrsquos the other personrsquos fault

Going Beyond Defensive Coping

bull Begin with communication

bull Focus on active listening techniques

bull Separate the problem from the person

bull Use ldquoIrdquo statements

Conflict Resolution

Phases of Conflict Management

bull Collect data know the cause and remain objective

bull Probe ask open-ended questions and listen actively

bull Save face work toward a winwin result

bull Common interests redefine the conflict

bull Reinforce give support to common ideas

bull Negotiate suggest partial solutions or compromises

bull Solidify adjustments review agreementsresolutions

How Do You Cope With Conflict

Five strategies exist for coping with conflict

bull Avoidance

bull Competition

bull Accommodation

bull Compromise

bull Collaboration

Five Modes for Handling Conflict

bull Avoidance steering clear of and denying the existence of the conflict and disagreement

bull Accommodate letting the other person decide totally what the resolve is to be

bull Compete aggressively pursuing ways to win from my own perspective

bull Compromise looking after both parties interests

bull Collaborate assertively looking after my interests but equally concerned with the interests of the other person

Coping With Conflict

Avoidance

Most preferred strategy during initial stages

bull Individuals fail to address the conflict -Nothing to lose -Lack of time -Inappropriate time or place -Individuals are angry -Emotional involvement

bull Postponing a resolution hinders group progress

Competition

A power-oriented strategy

bull One party pursues hisher own concerns- Results in one winner and one loser- Usually based on limited resources-The resolution decreases cooperation within the group

bull Competition should be based on whether winning the conflict is beneficial to individuals or the group

Accommodation

A strategy for resolving immediate needs

bull Contains an element of self-sacrifice - The issue is more important to the other party - You discover that you were wrong - Preserving harmony is important

bull Accommodation emphasizes common interests and deemphasizes differences in the group

Compromise

A strategy for finding an expedient solution

bull Resolution is mutually acceptable for all parties - A temporary settlement for complex issues - Group goals outweigh assertive strategies - Individuals of equal status are equally committed

bull Compromise works towards partially satisfying both parties but each party must honor the resolution for continued satisfaction

Collaboration

A strategy that fully satisfies both parties

bull Encourages teamwork and cooperation - There must be a high level of trust - A need to gain commitment from others - A need to work through hard feelings

bull The best decisions are made with collaboration giventhe presence of trust respect and communicationamong group members

Three Assumptions in Disagreement

bull Lose-Lose everyone loses when people try to work out their disagreements

bull Win-Lose someone wins and someone loses the best that can be hoped for in disagreements

bull Win-Win everyone can win

High

Low

High

You

Others

LoseLose

Win WinWin Lose

Lose Win

Outcome of Conflict

AS

SE

RT

IVE

NE

SS

COOPERATIVENESS

Compete Collaborate

Avoid Accommodate

Compromise

Low

High

High

Modes of Handling Conflict

Dysfunctional Consequences

bullWhen it keeps people from getting work done

bull When it threatens the relationship destroys confidence and trust

bull When it becomes personal feelings are hurt

bull When it dictates conformity people are forced to a decision

Functional Consequences

bull When it increases the involvement of people

bull When it leads to growth

bull When relationships are clearly defined

bull When it provides an outlet for stress anxiety frustration anger

bull When it leads to cohesion within the group

Wilsonrsquos Method of Conflict Management

1 Evaluate interpersonally know and understand the conflict

2 Define interpersonally share feelings and perceptions publicly

3 Identify shared goals this may mean developing some ideas about both parties would like to have as a result

4 Generate possible resolutions develop a list of all possible ways the differences can be resolved

5 Weigh the resolutions against the goals find out how well each of the possible resolutions satisfy or meet the goal or goals generated in step 3

6 Select best solution identify which among the alternatives is the best most satisfying and agreeable one

7 Evaluate resolution when the resolution has been put into place or acted upon ascertain whether it had its intended effect

Conclusion Conflict Management

bull Individual worth and integrity remain intact or are preserved

bull Unreal assumptions are filtered out and replaced with reality centered and agreed upon ones

bull Goal setting becomes realistic and futuristic

bull Action steps for what was decided are clearlyoutlined and agreed upon

Hints for Conflict management

bull Focus on positive outcomes

bull One issue at a time

bull Review previous issues

bull Choose correct timing

bull Avoid inclusive words

bull Agree to disagree

bull Donrsquot insist on being right

THANK YOU

• CONFLICT MANAGEMENT

What is Conflict

A disagreement between people that may bethe result of different

ndash Ideasndash Perspectivesndash Prioritiesndash Preferencesndash Beliefsndash Valuesndash Goalsndash Organizational structures

Organizational ConflictOrganizational Conflict

Organizational Conflict

bull The discord that arises when goals interests or values of different individuals or groups are incompatible and those people block or thwart each otherrsquos efforts to achieve their objectives

bull Conflict is inevitable given the wide range of goals for the different stakeholder in the organization

- Lack of conflict signals that management Lack of conflict signals that management emphasizes conformity and stifles emphasizes conformity and stifles innovationinnovation

- Conflict is good for organizational Conflict is good for organizational performance performance although excessive conflict causes although excessive conflict causes managers to managers to spend too much time achieving their own spend too much time achieving their own endsends

Conflict Can cause organizational distress

bull Low morale

bull Complaints and bickering

bull Minimum creativity

bull Lack of team spirit

bull Absenteeism and turnover

The Effect of Conflict on Organization Performance

Sources of Conflict

Sources of Conflict

bull Ambiguous jurisdictionsldquoI donrsquot know who has the sign off on that issuerdquo

bull Conflict of interestldquoDoesnrsquot she belong to the College toordquo

bull Communication barriersldquoThey never return phone callsrdquo

bull Unresolved prior conflictsldquoWe always have a problem with the Feds about the final reportrdquo

bull Over dependency of one partyldquoWe will have to wait until the Budget is announcedrdquo

Misconceptions about Conflict

bull Harmony is ldquonormalrdquo

bull Conflict is ldquoabnormalrdquo

bull Conflicts and disagreements are the same

bull Conflict is the result of ldquopersonality problemsrdquo

bull Conflict and anger are the same

Types of ConflictTypes of Conflict

bull Interpersonal Conflictndash Conflict between individuals due to differences in their goals

or values

ndash Intragroup Conflictbull Conflict within a group or team

ndash Intergroup Conflictbull Conflict between two or more teams or groupsbull Managers play a key role in resolution of this conflict

ndash Interorganizational Conflictbull Conflict that arises across organizations

Understanding Conflict

bull Stage

bull Frustration

bull Conceptualization

bull Behavior

bull Outcome

bull Individual Thought or Action

bull Blocked from satisfying goals

bull Determine the problem

bull1048708 Behavior is based on beliefs

bull The conflict is resolved in one of three ways - winlose - loselose - winwin

Conflict Management

Constructive Conflict

bull1048708 Growth occurs

bull1048708 Problems are resolved

bull1048708 Unifies a group

bull1048708 Enhances productivity

bull1048708 Increases commitment

Destructive Conflict

bull1048708 Leads to negativism

bull1048708 Diminished resolutions

bull1048708 Group division

bull1048708 Decreases productivity

bull1048708 Lessens satisfaction

Conflict is destructive when it

bull Takes attention from important activities

bull Undermines morale or self-esteem

bull Polarizes people and groups

bull Jeopardizes teamwork

bull Leads to negative behavior

bull Creates stress

Conflict is constructive when it

bull Identifies and clarifies important issues

bull Solves problems

bull Results in ldquosomething for everyonerdquo

bull Causes authentic communication

bull Leads to sharing information

bull Encourages cooperation

bull Buildsstrengthens interpersonal skills

Conflict Manifestation

bullPhase Onendash Frustration

bull Phase Twondash Conceptualization of cause

bull Phase Threendash Behavior directed at cause

bull Phase Fourndash Outcome as a result of the behavior

Defensive Copingbull Assumes that the problem is caused by the other person

bull Develops a private diagnosis and solution

bull Tries to get other person to change by using

bull logic indirect influence or critique

bull If other person resists that confirms 1

bull Responds to resistance through intensifying pressure protecting or rejecting the other person

bull If efforts are unsuccessful itrsquos the other personrsquos fault

Going Beyond Defensive Coping

bull Begin with communication

bull Focus on active listening techniques

bull Separate the problem from the person

bull Use ldquoIrdquo statements

Conflict Resolution

Phases of Conflict Management

bull Collect data know the cause and remain objective

bull Probe ask open-ended questions and listen actively

bull Save face work toward a winwin result

bull Common interests redefine the conflict

bull Reinforce give support to common ideas

bull Negotiate suggest partial solutions or compromises

bull Solidify adjustments review agreementsresolutions

How Do You Cope With Conflict

Five strategies exist for coping with conflict

bull Avoidance

bull Competition

bull Accommodation

bull Compromise

bull Collaboration

Five Modes for Handling Conflict

bull Avoidance steering clear of and denying the existence of the conflict and disagreement

bull Accommodate letting the other person decide totally what the resolve is to be

bull Compete aggressively pursuing ways to win from my own perspective

bull Compromise looking after both parties interests

bull Collaborate assertively looking after my interests but equally concerned with the interests of the other person

Coping With Conflict

Avoidance

Most preferred strategy during initial stages

bull Individuals fail to address the conflict -Nothing to lose -Lack of time -Inappropriate time or place -Individuals are angry -Emotional involvement

bull Postponing a resolution hinders group progress

Competition

A power-oriented strategy

bull One party pursues hisher own concerns- Results in one winner and one loser- Usually based on limited resources-The resolution decreases cooperation within the group

bull Competition should be based on whether winning the conflict is beneficial to individuals or the group

Accommodation

A strategy for resolving immediate needs

bull Contains an element of self-sacrifice - The issue is more important to the other party - You discover that you were wrong - Preserving harmony is important

bull Accommodation emphasizes common interests and deemphasizes differences in the group

Compromise

A strategy for finding an expedient solution

bull Resolution is mutually acceptable for all parties - A temporary settlement for complex issues - Group goals outweigh assertive strategies - Individuals of equal status are equally committed

bull Compromise works towards partially satisfying both parties but each party must honor the resolution for continued satisfaction

Collaboration

A strategy that fully satisfies both parties

bull Encourages teamwork and cooperation - There must be a high level of trust - A need to gain commitment from others - A need to work through hard feelings

bull The best decisions are made with collaboration giventhe presence of trust respect and communicationamong group members

Three Assumptions in Disagreement

bull Lose-Lose everyone loses when people try to work out their disagreements

bull Win-Lose someone wins and someone loses the best that can be hoped for in disagreements

bull Win-Win everyone can win

High

Low

High

You

Others

LoseLose

Win WinWin Lose

Lose Win

Outcome of Conflict

AS

SE

RT

IVE

NE

SS

COOPERATIVENESS

Compete Collaborate

Avoid Accommodate

Compromise

Low

High

High

Modes of Handling Conflict

Dysfunctional Consequences

bullWhen it keeps people from getting work done

bull When it threatens the relationship destroys confidence and trust

bull When it becomes personal feelings are hurt

bull When it dictates conformity people are forced to a decision

Functional Consequences

bull When it increases the involvement of people

bull When it leads to growth

bull When relationships are clearly defined

bull When it provides an outlet for stress anxiety frustration anger

bull When it leads to cohesion within the group

Wilsonrsquos Method of Conflict Management

1 Evaluate interpersonally know and understand the conflict

2 Define interpersonally share feelings and perceptions publicly

3 Identify shared goals this may mean developing some ideas about both parties would like to have as a result

4 Generate possible resolutions develop a list of all possible ways the differences can be resolved

5 Weigh the resolutions against the goals find out how well each of the possible resolutions satisfy or meet the goal or goals generated in step 3

6 Select best solution identify which among the alternatives is the best most satisfying and agreeable one

7 Evaluate resolution when the resolution has been put into place or acted upon ascertain whether it had its intended effect

Conclusion Conflict Management

bull Individual worth and integrity remain intact or are preserved

bull Unreal assumptions are filtered out and replaced with reality centered and agreed upon ones

bull Goal setting becomes realistic and futuristic

bull Action steps for what was decided are clearlyoutlined and agreed upon

Hints for Conflict management

bull Focus on positive outcomes

bull One issue at a time

bull Review previous issues

bull Choose correct timing

bull Avoid inclusive words

bull Agree to disagree

bull Donrsquot insist on being right

THANK YOU

• CONFLICT MANAGEMENT

Organizational ConflictOrganizational Conflict

Organizational Conflict

bull The discord that arises when goals interests or values of different individuals or groups are incompatible and those people block or thwart each otherrsquos efforts to achieve their objectives

bull Conflict is inevitable given the wide range of goals for the different stakeholder in the organization

- Lack of conflict signals that management Lack of conflict signals that management emphasizes conformity and stifles emphasizes conformity and stifles innovationinnovation

- Conflict is good for organizational Conflict is good for organizational performance performance although excessive conflict causes although excessive conflict causes managers to managers to spend too much time achieving their own spend too much time achieving their own endsends

Conflict Can cause organizational distress

bull Low morale

bull Complaints and bickering

bull Minimum creativity

bull Lack of team spirit

bull Absenteeism and turnover

The Effect of Conflict on Organization Performance

Sources of Conflict

Sources of Conflict

bull Ambiguous jurisdictionsldquoI donrsquot know who has the sign off on that issuerdquo

bull Conflict of interestldquoDoesnrsquot she belong to the College toordquo

bull Communication barriersldquoThey never return phone callsrdquo

bull Unresolved prior conflictsldquoWe always have a problem with the Feds about the final reportrdquo

bull Over dependency of one partyldquoWe will have to wait until the Budget is announcedrdquo

Misconceptions about Conflict

bull Harmony is ldquonormalrdquo

bull Conflict is ldquoabnormalrdquo

bull Conflicts and disagreements are the same

bull Conflict is the result of ldquopersonality problemsrdquo

bull Conflict and anger are the same

Types of ConflictTypes of Conflict

bull Interpersonal Conflictndash Conflict between individuals due to differences in their goals

or values

ndash Intragroup Conflictbull Conflict within a group or team

ndash Intergroup Conflictbull Conflict between two or more teams or groupsbull Managers play a key role in resolution of this conflict

ndash Interorganizational Conflictbull Conflict that arises across organizations

Understanding Conflict

bull Stage

bull Frustration

bull Conceptualization

bull Behavior

bull Outcome

bull Individual Thought or Action

bull Blocked from satisfying goals

bull Determine the problem

bull1048708 Behavior is based on beliefs

bull The conflict is resolved in one of three ways - winlose - loselose - winwin

Conflict Management

Constructive Conflict

bull1048708 Growth occurs

bull1048708 Problems are resolved

bull1048708 Unifies a group

bull1048708 Enhances productivity

bull1048708 Increases commitment

Destructive Conflict

bull1048708 Leads to negativism

bull1048708 Diminished resolutions

bull1048708 Group division

bull1048708 Decreases productivity

bull1048708 Lessens satisfaction

Conflict is destructive when it

bull Takes attention from important activities

bull Undermines morale or self-esteem

bull Polarizes people and groups

bull Jeopardizes teamwork

bull Leads to negative behavior

bull Creates stress

Conflict is constructive when it

bull Identifies and clarifies important issues

bull Solves problems

bull Results in ldquosomething for everyonerdquo

bull Causes authentic communication

bull Leads to sharing information

bull Encourages cooperation

bull Buildsstrengthens interpersonal skills

Conflict Manifestation

bullPhase Onendash Frustration

bull Phase Twondash Conceptualization of cause

bull Phase Threendash Behavior directed at cause

bull Phase Fourndash Outcome as a result of the behavior

Defensive Copingbull Assumes that the problem is caused by the other person

bull Develops a private diagnosis and solution

bull Tries to get other person to change by using

bull logic indirect influence or critique

bull If other person resists that confirms 1

bull Responds to resistance through intensifying pressure protecting or rejecting the other person

bull If efforts are unsuccessful itrsquos the other personrsquos fault

Going Beyond Defensive Coping

bull Begin with communication

bull Focus on active listening techniques

bull Separate the problem from the person

bull Use ldquoIrdquo statements

Conflict Resolution

Phases of Conflict Management

bull Collect data know the cause and remain objective

bull Probe ask open-ended questions and listen actively

bull Save face work toward a winwin result

bull Common interests redefine the conflict

bull Reinforce give support to common ideas

bull Negotiate suggest partial solutions or compromises

bull Solidify adjustments review agreementsresolutions

How Do You Cope With Conflict

Five strategies exist for coping with conflict

bull Avoidance

bull Competition

bull Accommodation

bull Compromise

bull Collaboration

Five Modes for Handling Conflict

bull Avoidance steering clear of and denying the existence of the conflict and disagreement

bull Accommodate letting the other person decide totally what the resolve is to be

bull Compete aggressively pursuing ways to win from my own perspective

bull Compromise looking after both parties interests

bull Collaborate assertively looking after my interests but equally concerned with the interests of the other person

Coping With Conflict

Avoidance

Most preferred strategy during initial stages

bull Individuals fail to address the conflict -Nothing to lose -Lack of time -Inappropriate time or place -Individuals are angry -Emotional involvement

bull Postponing a resolution hinders group progress

Competition

A power-oriented strategy

bull One party pursues hisher own concerns- Results in one winner and one loser- Usually based on limited resources-The resolution decreases cooperation within the group

bull Competition should be based on whether winning the conflict is beneficial to individuals or the group

Accommodation

A strategy for resolving immediate needs

bull Contains an element of self-sacrifice - The issue is more important to the other party - You discover that you were wrong - Preserving harmony is important

bull Accommodation emphasizes common interests and deemphasizes differences in the group

Compromise

A strategy for finding an expedient solution

bull Resolution is mutually acceptable for all parties - A temporary settlement for complex issues - Group goals outweigh assertive strategies - Individuals of equal status are equally committed

bull Compromise works towards partially satisfying both parties but each party must honor the resolution for continued satisfaction

Collaboration

A strategy that fully satisfies both parties

bull Encourages teamwork and cooperation - There must be a high level of trust - A need to gain commitment from others - A need to work through hard feelings

bull The best decisions are made with collaboration giventhe presence of trust respect and communicationamong group members

Three Assumptions in Disagreement

bull Lose-Lose everyone loses when people try to work out their disagreements

bull Win-Lose someone wins and someone loses the best that can be hoped for in disagreements

bull Win-Win everyone can win

High

Low

High

You

Others

LoseLose

Win WinWin Lose

Lose Win

Outcome of Conflict

AS

SE

RT

IVE

NE

SS

COOPERATIVENESS

Compete Collaborate

Avoid Accommodate

Compromise

Low

High

High

Modes of Handling Conflict

Dysfunctional Consequences

bullWhen it keeps people from getting work done

bull When it threatens the relationship destroys confidence and trust

bull When it becomes personal feelings are hurt

bull When it dictates conformity people are forced to a decision

Functional Consequences

bull When it increases the involvement of people

bull When it leads to growth

bull When relationships are clearly defined

bull When it provides an outlet for stress anxiety frustration anger

bull When it leads to cohesion within the group

Wilsonrsquos Method of Conflict Management

1 Evaluate interpersonally know and understand the conflict

2 Define interpersonally share feelings and perceptions publicly

3 Identify shared goals this may mean developing some ideas about both parties would like to have as a result

4 Generate possible resolutions develop a list of all possible ways the differences can be resolved

5 Weigh the resolutions against the goals find out how well each of the possible resolutions satisfy or meet the goal or goals generated in step 3

6 Select best solution identify which among the alternatives is the best most satisfying and agreeable one

7 Evaluate resolution when the resolution has been put into place or acted upon ascertain whether it had its intended effect

Conclusion Conflict Management

bull Individual worth and integrity remain intact or are preserved

bull Unreal assumptions are filtered out and replaced with reality centered and agreed upon ones

bull Goal setting becomes realistic and futuristic

bull Action steps for what was decided are clearlyoutlined and agreed upon

Hints for Conflict management

bull Focus on positive outcomes

bull One issue at a time

bull Review previous issues

bull Choose correct timing

bull Avoid inclusive words

bull Agree to disagree

bull Donrsquot insist on being right

THANK YOU

• CONFLICT MANAGEMENT

Conflict Can cause organizational distress

bull Low morale

bull Complaints and bickering

bull Minimum creativity

bull Lack of team spirit

bull Absenteeism and turnover

The Effect of Conflict on Organization Performance

Sources of Conflict

Sources of Conflict

bull Ambiguous jurisdictionsldquoI donrsquot know who has the sign off on that issuerdquo

bull Conflict of interestldquoDoesnrsquot she belong to the College toordquo

bull Communication barriersldquoThey never return phone callsrdquo

bull Unresolved prior conflictsldquoWe always have a problem with the Feds about the final reportrdquo

bull Over dependency of one partyldquoWe will have to wait until the Budget is announcedrdquo

Misconceptions about Conflict

bull Harmony is ldquonormalrdquo

bull Conflict is ldquoabnormalrdquo

bull Conflicts and disagreements are the same

bull Conflict is the result of ldquopersonality problemsrdquo

bull Conflict and anger are the same

Types of ConflictTypes of Conflict

bull Interpersonal Conflictndash Conflict between individuals due to differences in their goals

or values

ndash Intragroup Conflictbull Conflict within a group or team

ndash Intergroup Conflictbull Conflict between two or more teams or groupsbull Managers play a key role in resolution of this conflict

ndash Interorganizational Conflictbull Conflict that arises across organizations

Understanding Conflict

bull Stage

bull Frustration

bull Conceptualization

bull Behavior

bull Outcome

bull Individual Thought or Action

bull Blocked from satisfying goals

bull Determine the problem

bull1048708 Behavior is based on beliefs

bull The conflict is resolved in one of three ways - winlose - loselose - winwin

Conflict Management

Constructive Conflict

bull1048708 Growth occurs

bull1048708 Problems are resolved

bull1048708 Unifies a group

bull1048708 Enhances productivity

bull1048708 Increases commitment

Destructive Conflict

bull1048708 Leads to negativism

bull1048708 Diminished resolutions

bull1048708 Group division

bull1048708 Decreases productivity

bull1048708 Lessens satisfaction

Conflict is destructive when it

bull Takes attention from important activities

bull Undermines morale or self-esteem

bull Polarizes people and groups

bull Jeopardizes teamwork

bull Leads to negative behavior

bull Creates stress

Conflict is constructive when it

bull Identifies and clarifies important issues

bull Solves problems

bull Results in ldquosomething for everyonerdquo

bull Causes authentic communication

bull Leads to sharing information

bull Encourages cooperation

bull Buildsstrengthens interpersonal skills

Conflict Manifestation

bullPhase Onendash Frustration

bull Phase Twondash Conceptualization of cause

bull Phase Threendash Behavior directed at cause

bull Phase Fourndash Outcome as a result of the behavior

Defensive Copingbull Assumes that the problem is caused by the other person

bull Develops a private diagnosis and solution

bull Tries to get other person to change by using

bull logic indirect influence or critique

bull If other person resists that confirms 1

bull Responds to resistance through intensifying pressure protecting or rejecting the other person

bull If efforts are unsuccessful itrsquos the other personrsquos fault

Going Beyond Defensive Coping

bull Begin with communication

bull Focus on active listening techniques

bull Separate the problem from the person

bull Use ldquoIrdquo statements

Conflict Resolution

Phases of Conflict Management

bull Collect data know the cause and remain objective

bull Probe ask open-ended questions and listen actively

bull Save face work toward a winwin result

bull Common interests redefine the conflict

bull Reinforce give support to common ideas

bull Negotiate suggest partial solutions or compromises

bull Solidify adjustments review agreementsresolutions

How Do You Cope With Conflict

Five strategies exist for coping with conflict

bull Avoidance

bull Competition

bull Accommodation

bull Compromise

bull Collaboration

Five Modes for Handling Conflict

bull Avoidance steering clear of and denying the existence of the conflict and disagreement

bull Accommodate letting the other person decide totally what the resolve is to be

bull Compete aggressively pursuing ways to win from my own perspective

bull Compromise looking after both parties interests

bull Collaborate assertively looking after my interests but equally concerned with the interests of the other person

Coping With Conflict

Avoidance

Most preferred strategy during initial stages

bull Individuals fail to address the conflict -Nothing to lose -Lack of time -Inappropriate time or place -Individuals are angry -Emotional involvement

bull Postponing a resolution hinders group progress

Competition

A power-oriented strategy

bull One party pursues hisher own concerns- Results in one winner and one loser- Usually based on limited resources-The resolution decreases cooperation within the group

bull Competition should be based on whether winning the conflict is beneficial to individuals or the group

Accommodation

A strategy for resolving immediate needs

bull Contains an element of self-sacrifice - The issue is more important to the other party - You discover that you were wrong - Preserving harmony is important

bull Accommodation emphasizes common interests and deemphasizes differences in the group

Compromise

A strategy for finding an expedient solution

bull Resolution is mutually acceptable for all parties - A temporary settlement for complex issues - Group goals outweigh assertive strategies - Individuals of equal status are equally committed

bull Compromise works towards partially satisfying both parties but each party must honor the resolution for continued satisfaction

Collaboration

A strategy that fully satisfies both parties

bull Encourages teamwork and cooperation - There must be a high level of trust - A need to gain commitment from others - A need to work through hard feelings

bull The best decisions are made with collaboration giventhe presence of trust respect and communicationamong group members

Three Assumptions in Disagreement

bull Lose-Lose everyone loses when people try to work out their disagreements

bull Win-Lose someone wins and someone loses the best that can be hoped for in disagreements

bull Win-Win everyone can win

High

Low

High

You

Others

LoseLose

Win WinWin Lose

Lose Win

Outcome of Conflict

AS

SE

RT

IVE

NE

SS

COOPERATIVENESS

Compete Collaborate

Avoid Accommodate

Compromise

Low

High

High

Modes of Handling Conflict

Dysfunctional Consequences

bullWhen it keeps people from getting work done

bull When it threatens the relationship destroys confidence and trust

bull When it becomes personal feelings are hurt

bull When it dictates conformity people are forced to a decision

Functional Consequences

bull When it increases the involvement of people

bull When it leads to growth

bull When relationships are clearly defined

bull When it provides an outlet for stress anxiety frustration anger

bull When it leads to cohesion within the group

Wilsonrsquos Method of Conflict Management

1 Evaluate interpersonally know and understand the conflict

2 Define interpersonally share feelings and perceptions publicly

3 Identify shared goals this may mean developing some ideas about both parties would like to have as a result

4 Generate possible resolutions develop a list of all possible ways the differences can be resolved

5 Weigh the resolutions against the goals find out how well each of the possible resolutions satisfy or meet the goal or goals generated in step 3

6 Select best solution identify which among the alternatives is the best most satisfying and agreeable one

7 Evaluate resolution when the resolution has been put into place or acted upon ascertain whether it had its intended effect

Conclusion Conflict Management

bull Individual worth and integrity remain intact or are preserved

bull Unreal assumptions are filtered out and replaced with reality centered and agreed upon ones

bull Goal setting becomes realistic and futuristic

bull Action steps for what was decided are clearlyoutlined and agreed upon

Hints for Conflict management

bull Focus on positive outcomes

bull One issue at a time

bull Review previous issues

bull Choose correct timing

bull Avoid inclusive words

bull Agree to disagree

bull Donrsquot insist on being right

THANK YOU

• CONFLICT MANAGEMENT

The Effect of Conflict on Organization Performance

Sources of Conflict

Sources of Conflict

bull Ambiguous jurisdictionsldquoI donrsquot know who has the sign off on that issuerdquo

bull Conflict of interestldquoDoesnrsquot she belong to the College toordquo

bull Communication barriersldquoThey never return phone callsrdquo

bull Unresolved prior conflictsldquoWe always have a problem with the Feds about the final reportrdquo

bull Over dependency of one partyldquoWe will have to wait until the Budget is announcedrdquo

Misconceptions about Conflict

bull Harmony is ldquonormalrdquo

bull Conflict is ldquoabnormalrdquo

bull Conflicts and disagreements are the same

bull Conflict is the result of ldquopersonality problemsrdquo

bull Conflict and anger are the same

Types of ConflictTypes of Conflict

bull Interpersonal Conflictndash Conflict between individuals due to differences in their goals

or values

ndash Intragroup Conflictbull Conflict within a group or team

ndash Intergroup Conflictbull Conflict between two or more teams or groupsbull Managers play a key role in resolution of this conflict

ndash Interorganizational Conflictbull Conflict that arises across organizations

Understanding Conflict

bull Stage

bull Frustration

bull Conceptualization

bull Behavior

bull Outcome

bull Individual Thought or Action

bull Blocked from satisfying goals

bull Determine the problem

bull1048708 Behavior is based on beliefs

bull The conflict is resolved in one of three ways - winlose - loselose - winwin

Conflict Management

Constructive Conflict

bull1048708 Growth occurs

bull1048708 Problems are resolved

bull1048708 Unifies a group

bull1048708 Enhances productivity

bull1048708 Increases commitment

Destructive Conflict

bull1048708 Leads to negativism

bull1048708 Diminished resolutions

bull1048708 Group division

bull1048708 Decreases productivity

bull1048708 Lessens satisfaction

Conflict is destructive when it

bull Takes attention from important activities

bull Undermines morale or self-esteem

bull Polarizes people and groups

bull Jeopardizes teamwork

bull Leads to negative behavior

bull Creates stress

Conflict is constructive when it

bull Identifies and clarifies important issues

bull Solves problems

bull Results in ldquosomething for everyonerdquo

bull Causes authentic communication

bull Leads to sharing information

bull Encourages cooperation

bull Buildsstrengthens interpersonal skills

Conflict Manifestation

bullPhase Onendash Frustration

bull Phase Twondash Conceptualization of cause

bull Phase Threendash Behavior directed at cause

bull Phase Fourndash Outcome as a result of the behavior

Defensive Copingbull Assumes that the problem is caused by the other person

bull Develops a private diagnosis and solution

bull Tries to get other person to change by using

bull logic indirect influence or critique

bull If other person resists that confirms 1

bull Responds to resistance through intensifying pressure protecting or rejecting the other person

bull If efforts are unsuccessful itrsquos the other personrsquos fault

Going Beyond Defensive Coping

bull Begin with communication

bull Focus on active listening techniques

bull Separate the problem from the person

bull Use ldquoIrdquo statements

Conflict Resolution

Phases of Conflict Management

bull Collect data know the cause and remain objective

bull Probe ask open-ended questions and listen actively

bull Save face work toward a winwin result

bull Common interests redefine the conflict

bull Reinforce give support to common ideas

bull Negotiate suggest partial solutions or compromises

bull Solidify adjustments review agreementsresolutions

How Do You Cope With Conflict

Five strategies exist for coping with conflict

bull Avoidance

bull Competition

bull Accommodation

bull Compromise

bull Collaboration

Five Modes for Handling Conflict

bull Avoidance steering clear of and denying the existence of the conflict and disagreement

bull Accommodate letting the other person decide totally what the resolve is to be

bull Compete aggressively pursuing ways to win from my own perspective

bull Compromise looking after both parties interests

bull Collaborate assertively looking after my interests but equally concerned with the interests of the other person

Coping With Conflict

Avoidance

Most preferred strategy during initial stages

bull Individuals fail to address the conflict -Nothing to lose -Lack of time -Inappropriate time or place -Individuals are angry -Emotional involvement

bull Postponing a resolution hinders group progress

Competition

A power-oriented strategy

bull One party pursues hisher own concerns- Results in one winner and one loser- Usually based on limited resources-The resolution decreases cooperation within the group

bull Competition should be based on whether winning the conflict is beneficial to individuals or the group

Accommodation

A strategy for resolving immediate needs

bull Contains an element of self-sacrifice - The issue is more important to the other party - You discover that you were wrong - Preserving harmony is important

bull Accommodation emphasizes common interests and deemphasizes differences in the group

Compromise

A strategy for finding an expedient solution

bull Resolution is mutually acceptable for all parties - A temporary settlement for complex issues - Group goals outweigh assertive strategies - Individuals of equal status are equally committed

bull Compromise works towards partially satisfying both parties but each party must honor the resolution for continued satisfaction

Collaboration

A strategy that fully satisfies both parties

bull Encourages teamwork and cooperation - There must be a high level of trust - A need to gain commitment from others - A need to work through hard feelings

bull The best decisions are made with collaboration giventhe presence of trust respect and communicationamong group members

Three Assumptions in Disagreement

bull Lose-Lose everyone loses when people try to work out their disagreements

bull Win-Lose someone wins and someone loses the best that can be hoped for in disagreements

bull Win-Win everyone can win

High

Low

High

You

Others

LoseLose

Win WinWin Lose

Lose Win

Outcome of Conflict

AS

SE

RT

IVE

NE

SS

COOPERATIVENESS

Compete Collaborate

Avoid Accommodate

Compromise

Low

High

High

Modes of Handling Conflict

Dysfunctional Consequences

bullWhen it keeps people from getting work done

bull When it threatens the relationship destroys confidence and trust

bull When it becomes personal feelings are hurt

bull When it dictates conformity people are forced to a decision

Functional Consequences

bull When it increases the involvement of people

bull When it leads to growth

bull When relationships are clearly defined

bull When it provides an outlet for stress anxiety frustration anger

bull When it leads to cohesion within the group

Wilsonrsquos Method of Conflict Management

1 Evaluate interpersonally know and understand the conflict

2 Define interpersonally share feelings and perceptions publicly

3 Identify shared goals this may mean developing some ideas about both parties would like to have as a result

4 Generate possible resolutions develop a list of all possible ways the differences can be resolved

5 Weigh the resolutions against the goals find out how well each of the possible resolutions satisfy or meet the goal or goals generated in step 3

6 Select best solution identify which among the alternatives is the best most satisfying and agreeable one

7 Evaluate resolution when the resolution has been put into place or acted upon ascertain whether it had its intended effect

Conclusion Conflict Management

bull Individual worth and integrity remain intact or are preserved

bull Unreal assumptions are filtered out and replaced with reality centered and agreed upon ones

bull Goal setting becomes realistic and futuristic

bull Action steps for what was decided are clearlyoutlined and agreed upon

Hints for Conflict management

bull Focus on positive outcomes

bull One issue at a time

bull Review previous issues

bull Choose correct timing

bull Avoid inclusive words

bull Agree to disagree

bull Donrsquot insist on being right

THANK YOU

• CONFLICT MANAGEMENT

Sources of Conflict

Sources of Conflict

bull Ambiguous jurisdictionsldquoI donrsquot know who has the sign off on that issuerdquo

bull Conflict of interestldquoDoesnrsquot she belong to the College toordquo

bull Communication barriersldquoThey never return phone callsrdquo

bull Unresolved prior conflictsldquoWe always have a problem with the Feds about the final reportrdquo

bull Over dependency of one partyldquoWe will have to wait until the Budget is announcedrdquo

Misconceptions about Conflict

bull Harmony is ldquonormalrdquo

bull Conflict is ldquoabnormalrdquo

bull Conflicts and disagreements are the same

bull Conflict is the result of ldquopersonality problemsrdquo

bull Conflict and anger are the same

Types of ConflictTypes of Conflict

bull Interpersonal Conflictndash Conflict between individuals due to differences in their goals

or values

ndash Intragroup Conflictbull Conflict within a group or team

ndash Intergroup Conflictbull Conflict between two or more teams or groupsbull Managers play a key role in resolution of this conflict

ndash Interorganizational Conflictbull Conflict that arises across organizations

Understanding Conflict

bull Stage

bull Frustration

bull Conceptualization

bull Behavior

bull Outcome

bull Individual Thought or Action

bull Blocked from satisfying goals

bull Determine the problem

bull1048708 Behavior is based on beliefs

bull The conflict is resolved in one of three ways - winlose - loselose - winwin

Conflict Management

Constructive Conflict

bull1048708 Growth occurs

bull1048708 Problems are resolved

bull1048708 Unifies a group

bull1048708 Enhances productivity

bull1048708 Increases commitment

Destructive Conflict

bull1048708 Leads to negativism

bull1048708 Diminished resolutions

bull1048708 Group division

bull1048708 Decreases productivity

bull1048708 Lessens satisfaction

Conflict is destructive when it

bull Takes attention from important activities

bull Undermines morale or self-esteem

bull Polarizes people and groups

bull Jeopardizes teamwork

bull Leads to negative behavior

bull Creates stress

Conflict is constructive when it

bull Identifies and clarifies important issues

bull Solves problems

bull Results in ldquosomething for everyonerdquo

bull Causes authentic communication

bull Leads to sharing information

bull Encourages cooperation

bull Buildsstrengthens interpersonal skills

Conflict Manifestation

bullPhase Onendash Frustration

bull Phase Twondash Conceptualization of cause

bull Phase Threendash Behavior directed at cause

bull Phase Fourndash Outcome as a result of the behavior

Defensive Copingbull Assumes that the problem is caused by the other person

bull Develops a private diagnosis and solution

bull Tries to get other person to change by using

bull logic indirect influence or critique

bull If other person resists that confirms 1

bull Responds to resistance through intensifying pressure protecting or rejecting the other person

bull If efforts are unsuccessful itrsquos the other personrsquos fault

Going Beyond Defensive Coping

bull Begin with communication

bull Focus on active listening techniques

bull Separate the problem from the person

bull Use ldquoIrdquo statements

Conflict Resolution

Phases of Conflict Management

bull Collect data know the cause and remain objective

bull Probe ask open-ended questions and listen actively

bull Save face work toward a winwin result

bull Common interests redefine the conflict

bull Reinforce give support to common ideas

bull Negotiate suggest partial solutions or compromises

bull Solidify adjustments review agreementsresolutions

How Do You Cope With Conflict

Five strategies exist for coping with conflict

bull Avoidance

bull Competition

bull Accommodation

bull Compromise

bull Collaboration

Five Modes for Handling Conflict

bull Avoidance steering clear of and denying the existence of the conflict and disagreement

bull Accommodate letting the other person decide totally what the resolve is to be

bull Compete aggressively pursuing ways to win from my own perspective

bull Compromise looking after both parties interests

bull Collaborate assertively looking after my interests but equally concerned with the interests of the other person

Coping With Conflict

Avoidance

Most preferred strategy during initial stages

bull Individuals fail to address the conflict -Nothing to lose -Lack of time -Inappropriate time or place -Individuals are angry -Emotional involvement

bull Postponing a resolution hinders group progress

Competition

A power-oriented strategy

bull One party pursues hisher own concerns- Results in one winner and one loser- Usually based on limited resources-The resolution decreases cooperation within the group

bull Competition should be based on whether winning the conflict is beneficial to individuals or the group

Accommodation

A strategy for resolving immediate needs

bull Contains an element of self-sacrifice - The issue is more important to the other party - You discover that you were wrong - Preserving harmony is important

bull Accommodation emphasizes common interests and deemphasizes differences in the group

Compromise

A strategy for finding an expedient solution

bull Resolution is mutually acceptable for all parties - A temporary settlement for complex issues - Group goals outweigh assertive strategies - Individuals of equal status are equally committed

bull Compromise works towards partially satisfying both parties but each party must honor the resolution for continued satisfaction

Collaboration

A strategy that fully satisfies both parties

bull Encourages teamwork and cooperation - There must be a high level of trust - A need to gain commitment from others - A need to work through hard feelings

bull The best decisions are made with collaboration giventhe presence of trust respect and communicationamong group members

Three Assumptions in Disagreement

bull Lose-Lose everyone loses when people try to work out their disagreements

bull Win-Lose someone wins and someone loses the best that can be hoped for in disagreements

bull Win-Win everyone can win

High

Low

High

You

Others

LoseLose

Win WinWin Lose

Lose Win

Outcome of Conflict

AS

SE

RT

IVE

NE

SS

COOPERATIVENESS

Compete Collaborate

Avoid Accommodate

Compromise

Low

High

High

Modes of Handling Conflict

Dysfunctional Consequences

bullWhen it keeps people from getting work done

bull When it threatens the relationship destroys confidence and trust

bull When it becomes personal feelings are hurt

bull When it dictates conformity people are forced to a decision

Functional Consequences

bull When it increases the involvement of people

bull When it leads to growth

bull When relationships are clearly defined

bull When it provides an outlet for stress anxiety frustration anger

bull When it leads to cohesion within the group

Wilsonrsquos Method of Conflict Management

1 Evaluate interpersonally know and understand the conflict

2 Define interpersonally share feelings and perceptions publicly

3 Identify shared goals this may mean developing some ideas about both parties would like to have as a result

4 Generate possible resolutions develop a list of all possible ways the differences can be resolved

5 Weigh the resolutions against the goals find out how well each of the possible resolutions satisfy or meet the goal or goals generated in step 3

6 Select best solution identify which among the alternatives is the best most satisfying and agreeable one

7 Evaluate resolution when the resolution has been put into place or acted upon ascertain whether it had its intended effect

Conclusion Conflict Management

bull Individual worth and integrity remain intact or are preserved

bull Unreal assumptions are filtered out and replaced with reality centered and agreed upon ones

bull Goal setting becomes realistic and futuristic

bull Action steps for what was decided are clearlyoutlined and agreed upon

Hints for Conflict management

bull Focus on positive outcomes

bull One issue at a time

bull Review previous issues

bull Choose correct timing

bull Avoid inclusive words

bull Agree to disagree

bull Donrsquot insist on being right

THANK YOU

• CONFLICT MANAGEMENT

Sources of Conflict

bull Ambiguous jurisdictionsldquoI donrsquot know who has the sign off on that issuerdquo

bull Conflict of interestldquoDoesnrsquot she belong to the College toordquo

bull Communication barriersldquoThey never return phone callsrdquo

bull Unresolved prior conflictsldquoWe always have a problem with the Feds about the final reportrdquo

bull Over dependency of one partyldquoWe will have to wait until the Budget is announcedrdquo

Misconceptions about Conflict

bull Harmony is ldquonormalrdquo

bull Conflict is ldquoabnormalrdquo

bull Conflicts and disagreements are the same

bull Conflict is the result of ldquopersonality problemsrdquo

bull Conflict and anger are the same

Types of ConflictTypes of Conflict

bull Interpersonal Conflictndash Conflict between individuals due to differences in their goals

or values

ndash Intragroup Conflictbull Conflict within a group or team

ndash Intergroup Conflictbull Conflict between two or more teams or groupsbull Managers play a key role in resolution of this conflict

ndash Interorganizational Conflictbull Conflict that arises across organizations

Understanding Conflict

bull Stage

bull Frustration

bull Conceptualization

bull Behavior

bull Outcome

bull Individual Thought or Action

bull Blocked from satisfying goals

bull Determine the problem

bull1048708 Behavior is based on beliefs

bull The conflict is resolved in one of three ways - winlose - loselose - winwin

Conflict Management

Constructive Conflict

bull1048708 Growth occurs

bull1048708 Problems are resolved

bull1048708 Unifies a group

bull1048708 Enhances productivity

bull1048708 Increases commitment

Destructive Conflict

bull1048708 Leads to negativism

bull1048708 Diminished resolutions

bull1048708 Group division

bull1048708 Decreases productivity

bull1048708 Lessens satisfaction

Conflict is destructive when it

bull Takes attention from important activities

bull Undermines morale or self-esteem

bull Polarizes people and groups

bull Jeopardizes teamwork

bull Leads to negative behavior

bull Creates stress

Conflict is constructive when it

bull Identifies and clarifies important issues

bull Solves problems

bull Results in ldquosomething for everyonerdquo

bull Causes authentic communication

bull Leads to sharing information

bull Encourages cooperation

bull Buildsstrengthens interpersonal skills

Conflict Manifestation

bullPhase Onendash Frustration

bull Phase Twondash Conceptualization of cause

bull Phase Threendash Behavior directed at cause

bull Phase Fourndash Outcome as a result of the behavior

Defensive Copingbull Assumes that the problem is caused by the other person

bull Develops a private diagnosis and solution

bull Tries to get other person to change by using

bull logic indirect influence or critique

bull If other person resists that confirms 1

bull Responds to resistance through intensifying pressure protecting or rejecting the other person

bull If efforts are unsuccessful itrsquos the other personrsquos fault

Going Beyond Defensive Coping

bull Begin with communication

bull Focus on active listening techniques

bull Separate the problem from the person

bull Use ldquoIrdquo statements

Conflict Resolution

Phases of Conflict Management

bull Collect data know the cause and remain objective

bull Probe ask open-ended questions and listen actively

bull Save face work toward a winwin result

bull Common interests redefine the conflict

bull Reinforce give support to common ideas

bull Negotiate suggest partial solutions or compromises

bull Solidify adjustments review agreementsresolutions

How Do You Cope With Conflict

Five strategies exist for coping with conflict

bull Avoidance

bull Competition

bull Accommodation

bull Compromise

bull Collaboration

Five Modes for Handling Conflict

bull Avoidance steering clear of and denying the existence of the conflict and disagreement

bull Accommodate letting the other person decide totally what the resolve is to be

bull Compete aggressively pursuing ways to win from my own perspective

bull Compromise looking after both parties interests

bull Collaborate assertively looking after my interests but equally concerned with the interests of the other person

Coping With Conflict

Avoidance

Most preferred strategy during initial stages

bull Individuals fail to address the conflict -Nothing to lose -Lack of time -Inappropriate time or place -Individuals are angry -Emotional involvement

bull Postponing a resolution hinders group progress

Competition

A power-oriented strategy

bull One party pursues hisher own concerns- Results in one winner and one loser- Usually based on limited resources-The resolution decreases cooperation within the group

bull Competition should be based on whether winning the conflict is beneficial to individuals or the group

Accommodation

A strategy for resolving immediate needs

bull Contains an element of self-sacrifice - The issue is more important to the other party - You discover that you were wrong - Preserving harmony is important

bull Accommodation emphasizes common interests and deemphasizes differences in the group

Compromise

A strategy for finding an expedient solution

bull Resolution is mutually acceptable for all parties - A temporary settlement for complex issues - Group goals outweigh assertive strategies - Individuals of equal status are equally committed

bull Compromise works towards partially satisfying both parties but each party must honor the resolution for continued satisfaction

Collaboration

A strategy that fully satisfies both parties

bull Encourages teamwork and cooperation - There must be a high level of trust - A need to gain commitment from others - A need to work through hard feelings

bull The best decisions are made with collaboration giventhe presence of trust respect and communicationamong group members

Three Assumptions in Disagreement

bull Lose-Lose everyone loses when people try to work out their disagreements

bull Win-Lose someone wins and someone loses the best that can be hoped for in disagreements

bull Win-Win everyone can win

High

Low

High

You

Others

LoseLose

Win WinWin Lose

Lose Win

Outcome of Conflict

AS

SE

RT

IVE

NE

SS

COOPERATIVENESS

Compete Collaborate

Avoid Accommodate

Compromise

Low

High

High

Modes of Handling Conflict

Dysfunctional Consequences

bullWhen it keeps people from getting work done

bull When it threatens the relationship destroys confidence and trust

bull When it becomes personal feelings are hurt

bull When it dictates conformity people are forced to a decision

Functional Consequences

bull When it increases the involvement of people

bull When it leads to growth

bull When relationships are clearly defined

bull When it provides an outlet for stress anxiety frustration anger

bull When it leads to cohesion within the group

Wilsonrsquos Method of Conflict Management

1 Evaluate interpersonally know and understand the conflict

2 Define interpersonally share feelings and perceptions publicly

3 Identify shared goals this may mean developing some ideas about both parties would like to have as a result

4 Generate possible resolutions develop a list of all possible ways the differences can be resolved

5 Weigh the resolutions against the goals find out how well each of the possible resolutions satisfy or meet the goal or goals generated in step 3

6 Select best solution identify which among the alternatives is the best most satisfying and agreeable one

7 Evaluate resolution when the resolution has been put into place or acted upon ascertain whether it had its intended effect

Conclusion Conflict Management

bull Individual worth and integrity remain intact or are preserved

bull Unreal assumptions are filtered out and replaced with reality centered and agreed upon ones

bull Goal setting becomes realistic and futuristic

bull Action steps for what was decided are clearlyoutlined and agreed upon

Hints for Conflict management

bull Focus on positive outcomes

bull One issue at a time

bull Review previous issues

bull Choose correct timing

bull Avoid inclusive words

bull Agree to disagree

bull Donrsquot insist on being right

THANK YOU

• CONFLICT MANAGEMENT

Misconceptions about Conflict

bull Harmony is ldquonormalrdquo

bull Conflict is ldquoabnormalrdquo

bull Conflicts and disagreements are the same

bull Conflict is the result of ldquopersonality problemsrdquo

bull Conflict and anger are the same

Types of ConflictTypes of Conflict

bull Interpersonal Conflictndash Conflict between individuals due to differences in their goals

or values

ndash Intragroup Conflictbull Conflict within a group or team

ndash Intergroup Conflictbull Conflict between two or more teams or groupsbull Managers play a key role in resolution of this conflict

ndash Interorganizational Conflictbull Conflict that arises across organizations

Understanding Conflict

bull Stage

bull Frustration

bull Conceptualization

bull Behavior

bull Outcome

bull Individual Thought or Action

bull Blocked from satisfying goals

bull Determine the problem

bull1048708 Behavior is based on beliefs

bull The conflict is resolved in one of three ways - winlose - loselose - winwin

Conflict Management

Constructive Conflict

bull1048708 Growth occurs

bull1048708 Problems are resolved

bull1048708 Unifies a group

bull1048708 Enhances productivity

bull1048708 Increases commitment

Destructive Conflict

bull1048708 Leads to negativism

bull1048708 Diminished resolutions

bull1048708 Group division

bull1048708 Decreases productivity

bull1048708 Lessens satisfaction

Conflict is destructive when it

bull Takes attention from important activities

bull Undermines morale or self-esteem

bull Polarizes people and groups

bull Jeopardizes teamwork

bull Leads to negative behavior

bull Creates stress

Conflict is constructive when it

bull Identifies and clarifies important issues

bull Solves problems

bull Results in ldquosomething for everyonerdquo

bull Causes authentic communication

bull Leads to sharing information

bull Encourages cooperation

bull Buildsstrengthens interpersonal skills

Conflict Manifestation

bullPhase Onendash Frustration

bull Phase Twondash Conceptualization of cause

bull Phase Threendash Behavior directed at cause

bull Phase Fourndash Outcome as a result of the behavior

Defensive Copingbull Assumes that the problem is caused by the other person

bull Develops a private diagnosis and solution

bull Tries to get other person to change by using

bull logic indirect influence or critique

bull If other person resists that confirms 1

bull Responds to resistance through intensifying pressure protecting or rejecting the other person

bull If efforts are unsuccessful itrsquos the other personrsquos fault

Going Beyond Defensive Coping

bull Begin with communication

bull Focus on active listening techniques

bull Separate the problem from the person

bull Use ldquoIrdquo statements

Conflict Resolution

Phases of Conflict Management

bull Collect data know the cause and remain objective

bull Probe ask open-ended questions and listen actively

bull Save face work toward a winwin result

bull Common interests redefine the conflict

bull Reinforce give support to common ideas

bull Negotiate suggest partial solutions or compromises

bull Solidify adjustments review agreementsresolutions

How Do You Cope With Conflict

Five strategies exist for coping with conflict

bull Avoidance

bull Competition

bull Accommodation

bull Compromise

bull Collaboration

Five Modes for Handling Conflict

bull Avoidance steering clear of and denying the existence of the conflict and disagreement

bull Accommodate letting the other person decide totally what the resolve is to be

bull Compete aggressively pursuing ways to win from my own perspective

bull Compromise looking after both parties interests

bull Collaborate assertively looking after my interests but equally concerned with the interests of the other person

Coping With Conflict

Avoidance

Most preferred strategy during initial stages

bull Individuals fail to address the conflict -Nothing to lose -Lack of time -Inappropriate time or place -Individuals are angry -Emotional involvement

bull Postponing a resolution hinders group progress

Competition

A power-oriented strategy

bull One party pursues hisher own concerns- Results in one winner and one loser- Usually based on limited resources-The resolution decreases cooperation within the group

bull Competition should be based on whether winning the conflict is beneficial to individuals or the group

Accommodation

A strategy for resolving immediate needs

bull Contains an element of self-sacrifice - The issue is more important to the other party - You discover that you were wrong - Preserving harmony is important

bull Accommodation emphasizes common interests and deemphasizes differences in the group

Compromise

A strategy for finding an expedient solution

bull Resolution is mutually acceptable for all parties - A temporary settlement for complex issues - Group goals outweigh assertive strategies - Individuals of equal status are equally committed

bull Compromise works towards partially satisfying both parties but each party must honor the resolution for continued satisfaction

Collaboration

A strategy that fully satisfies both parties

bull Encourages teamwork and cooperation - There must be a high level of trust - A need to gain commitment from others - A need to work through hard feelings

bull The best decisions are made with collaboration giventhe presence of trust respect and communicationamong group members

Three Assumptions in Disagreement

bull Lose-Lose everyone loses when people try to work out their disagreements

bull Win-Lose someone wins and someone loses the best that can be hoped for in disagreements

bull Win-Win everyone can win

High

Low

High

You

Others

LoseLose

Win WinWin Lose

Lose Win

Outcome of Conflict

AS

SE

RT

IVE

NE

SS

COOPERATIVENESS

Compete Collaborate

Avoid Accommodate

Compromise

Low

High

High

Modes of Handling Conflict

Dysfunctional Consequences

bullWhen it keeps people from getting work done

bull When it threatens the relationship destroys confidence and trust

bull When it becomes personal feelings are hurt

bull When it dictates conformity people are forced to a decision

Functional Consequences

bull When it increases the involvement of people

bull When it leads to growth

bull When relationships are clearly defined

bull When it provides an outlet for stress anxiety frustration anger

bull When it leads to cohesion within the group

Wilsonrsquos Method of Conflict Management

1 Evaluate interpersonally know and understand the conflict

2 Define interpersonally share feelings and perceptions publicly

3 Identify shared goals this may mean developing some ideas about both parties would like to have as a result

4 Generate possible resolutions develop a list of all possible ways the differences can be resolved

5 Weigh the resolutions against the goals find out how well each of the possible resolutions satisfy or meet the goal or goals generated in step 3

6 Select best solution identify which among the alternatives is the best most satisfying and agreeable one

7 Evaluate resolution when the resolution has been put into place or acted upon ascertain whether it had its intended effect

Conclusion Conflict Management

bull Individual worth and integrity remain intact or are preserved

bull Unreal assumptions are filtered out and replaced with reality centered and agreed upon ones

bull Goal setting becomes realistic and futuristic

bull Action steps for what was decided are clearlyoutlined and agreed upon

Hints for Conflict management

bull Focus on positive outcomes

bull One issue at a time

bull Review previous issues

bull Choose correct timing

bull Avoid inclusive words

bull Agree to disagree

bull Donrsquot insist on being right

THANK YOU

• CONFLICT MANAGEMENT

Types of ConflictTypes of Conflict

bull Interpersonal Conflictndash Conflict between individuals due to differences in their goals

or values

ndash Intragroup Conflictbull Conflict within a group or team

ndash Intergroup Conflictbull Conflict between two or more teams or groupsbull Managers play a key role in resolution of this conflict

ndash Interorganizational Conflictbull Conflict that arises across organizations

Understanding Conflict

bull Stage

bull Frustration

bull Conceptualization

bull Behavior

bull Outcome

bull Individual Thought or Action

bull Blocked from satisfying goals

bull Determine the problem

bull1048708 Behavior is based on beliefs

bull The conflict is resolved in one of three ways - winlose - loselose - winwin

Conflict Management

Constructive Conflict

bull1048708 Growth occurs

bull1048708 Problems are resolved

bull1048708 Unifies a group

bull1048708 Enhances productivity

bull1048708 Increases commitment

Destructive Conflict

bull1048708 Leads to negativism

bull1048708 Diminished resolutions

bull1048708 Group division

bull1048708 Decreases productivity

bull1048708 Lessens satisfaction

Conflict is destructive when it

bull Takes attention from important activities

bull Undermines morale or self-esteem

bull Polarizes people and groups

bull Jeopardizes teamwork

bull Leads to negative behavior

bull Creates stress

Conflict is constructive when it

bull Identifies and clarifies important issues

bull Solves problems

bull Results in ldquosomething for everyonerdquo

bull Causes authentic communication

bull Leads to sharing information

bull Encourages cooperation

bull Buildsstrengthens interpersonal skills

Conflict Manifestation

bullPhase Onendash Frustration

bull Phase Twondash Conceptualization of cause

bull Phase Threendash Behavior directed at cause

bull Phase Fourndash Outcome as a result of the behavior

Defensive Copingbull Assumes that the problem is caused by the other person

bull Develops a private diagnosis and solution

bull Tries to get other person to change by using

bull logic indirect influence or critique

bull If other person resists that confirms 1

bull Responds to resistance through intensifying pressure protecting or rejecting the other person

bull If efforts are unsuccessful itrsquos the other personrsquos fault

Going Beyond Defensive Coping

bull Begin with communication

bull Focus on active listening techniques

bull Separate the problem from the person

bull Use ldquoIrdquo statements

Conflict Resolution

Phases of Conflict Management

bull Collect data know the cause and remain objective

bull Probe ask open-ended questions and listen actively

bull Save face work toward a winwin result

bull Common interests redefine the conflict

bull Reinforce give support to common ideas

bull Negotiate suggest partial solutions or compromises

bull Solidify adjustments review agreementsresolutions

How Do You Cope With Conflict

Five strategies exist for coping with conflict

bull Avoidance

bull Competition

bull Accommodation

bull Compromise

bull Collaboration

Five Modes for Handling Conflict

bull Avoidance steering clear of and denying the existence of the conflict and disagreement

bull Accommodate letting the other person decide totally what the resolve is to be

bull Compete aggressively pursuing ways to win from my own perspective

bull Compromise looking after both parties interests

bull Collaborate assertively looking after my interests but equally concerned with the interests of the other person

Coping With Conflict

Avoidance

Most preferred strategy during initial stages

bull Individuals fail to address the conflict -Nothing to lose -Lack of time -Inappropriate time or place -Individuals are angry -Emotional involvement

bull Postponing a resolution hinders group progress

Competition

A power-oriented strategy

bull One party pursues hisher own concerns- Results in one winner and one loser- Usually based on limited resources-The resolution decreases cooperation within the group

bull Competition should be based on whether winning the conflict is beneficial to individuals or the group

Accommodation

A strategy for resolving immediate needs

bull Contains an element of self-sacrifice - The issue is more important to the other party - You discover that you were wrong - Preserving harmony is important

bull Accommodation emphasizes common interests and deemphasizes differences in the group

Compromise

A strategy for finding an expedient solution

bull Resolution is mutually acceptable for all parties - A temporary settlement for complex issues - Group goals outweigh assertive strategies - Individuals of equal status are equally committed

bull Compromise works towards partially satisfying both parties but each party must honor the resolution for continued satisfaction

Collaboration

A strategy that fully satisfies both parties

bull Encourages teamwork and cooperation - There must be a high level of trust - A need to gain commitment from others - A need to work through hard feelings

bull The best decisions are made with collaboration giventhe presence of trust respect and communicationamong group members

Three Assumptions in Disagreement

bull Lose-Lose everyone loses when people try to work out their disagreements

bull Win-Lose someone wins and someone loses the best that can be hoped for in disagreements

bull Win-Win everyone can win

High

Low

High

You

Others

LoseLose

Win WinWin Lose

Lose Win

Outcome of Conflict

AS

SE

RT

IVE

NE

SS

COOPERATIVENESS

Compete Collaborate

Avoid Accommodate

Compromise

Low

High

High

Modes of Handling Conflict

Dysfunctional Consequences

bullWhen it keeps people from getting work done

bull When it threatens the relationship destroys confidence and trust

bull When it becomes personal feelings are hurt

bull When it dictates conformity people are forced to a decision

Functional Consequences

bull When it increases the involvement of people

bull When it leads to growth

bull When relationships are clearly defined

bull When it provides an outlet for stress anxiety frustration anger

bull When it leads to cohesion within the group

Wilsonrsquos Method of Conflict Management

1 Evaluate interpersonally know and understand the conflict

2 Define interpersonally share feelings and perceptions publicly

3 Identify shared goals this may mean developing some ideas about both parties would like to have as a result

4 Generate possible resolutions develop a list of all possible ways the differences can be resolved

5 Weigh the resolutions against the goals find out how well each of the possible resolutions satisfy or meet the goal or goals generated in step 3

6 Select best solution identify which among the alternatives is the best most satisfying and agreeable one

7 Evaluate resolution when the resolution has been put into place or acted upon ascertain whether it had its intended effect

Conclusion Conflict Management

bull Individual worth and integrity remain intact or are preserved

bull Unreal assumptions are filtered out and replaced with reality centered and agreed upon ones

bull Goal setting becomes realistic and futuristic

bull Action steps for what was decided are clearlyoutlined and agreed upon

Hints for Conflict management

bull Focus on positive outcomes

bull One issue at a time

bull Review previous issues

bull Choose correct timing

bull Avoid inclusive words

bull Agree to disagree

bull Donrsquot insist on being right

THANK YOU

• CONFLICT MANAGEMENT

Understanding Conflict

bull Stage

bull Frustration

bull Conceptualization

bull Behavior

bull Outcome

bull Individual Thought or Action

bull Blocked from satisfying goals

bull Determine the problem

bull1048708 Behavior is based on beliefs

bull The conflict is resolved in one of three ways - winlose - loselose - winwin

Conflict Management

Constructive Conflict

bull1048708 Growth occurs

bull1048708 Problems are resolved

bull1048708 Unifies a group

bull1048708 Enhances productivity

bull1048708 Increases commitment

Destructive Conflict

bull1048708 Leads to negativism

bull1048708 Diminished resolutions

bull1048708 Group division

bull1048708 Decreases productivity

bull1048708 Lessens satisfaction

Conflict is destructive when it

bull Takes attention from important activities

bull Undermines morale or self-esteem

bull Polarizes people and groups

bull Jeopardizes teamwork

bull Leads to negative behavior

bull Creates stress

Conflict is constructive when it

bull Identifies and clarifies important issues

bull Solves problems

bull Results in ldquosomething for everyonerdquo

bull Causes authentic communication

bull Leads to sharing information

bull Encourages cooperation

bull Buildsstrengthens interpersonal skills

Conflict Manifestation

bullPhase Onendash Frustration

bull Phase Twondash Conceptualization of cause

bull Phase Threendash Behavior directed at cause

bull Phase Fourndash Outcome as a result of the behavior

Defensive Copingbull Assumes that the problem is caused by the other person

bull Develops a private diagnosis and solution

bull Tries to get other person to change by using

bull logic indirect influence or critique

bull If other person resists that confirms 1

bull Responds to resistance through intensifying pressure protecting or rejecting the other person

bull If efforts are unsuccessful itrsquos the other personrsquos fault

Going Beyond Defensive Coping

bull Begin with communication

bull Focus on active listening techniques

bull Separate the problem from the person

bull Use ldquoIrdquo statements

Conflict Resolution

Phases of Conflict Management

bull Collect data know the cause and remain objective

bull Probe ask open-ended questions and listen actively

bull Save face work toward a winwin result

bull Common interests redefine the conflict

bull Reinforce give support to common ideas

bull Negotiate suggest partial solutions or compromises

bull Solidify adjustments review agreementsresolutions

How Do You Cope With Conflict

Five strategies exist for coping with conflict

bull Avoidance

bull Competition

bull Accommodation

bull Compromise

bull Collaboration

Five Modes for Handling Conflict

bull Avoidance steering clear of and denying the existence of the conflict and disagreement

bull Accommodate letting the other person decide totally what the resolve is to be

bull Compete aggressively pursuing ways to win from my own perspective

bull Compromise looking after both parties interests

bull Collaborate assertively looking after my interests but equally concerned with the interests of the other person

Coping With Conflict

Avoidance

Most preferred strategy during initial stages

bull Individuals fail to address the conflict -Nothing to lose -Lack of time -Inappropriate time or place -Individuals are angry -Emotional involvement

bull Postponing a resolution hinders group progress

Competition

A power-oriented strategy

bull One party pursues hisher own concerns- Results in one winner and one loser- Usually based on limited resources-The resolution decreases cooperation within the group

bull Competition should be based on whether winning the conflict is beneficial to individuals or the group

Accommodation

A strategy for resolving immediate needs

bull Contains an element of self-sacrifice - The issue is more important to the other party - You discover that you were wrong - Preserving harmony is important

bull Accommodation emphasizes common interests and deemphasizes differences in the group

Compromise

A strategy for finding an expedient solution

bull Resolution is mutually acceptable for all parties - A temporary settlement for complex issues - Group goals outweigh assertive strategies - Individuals of equal status are equally committed

bull Compromise works towards partially satisfying both parties but each party must honor the resolution for continued satisfaction

Collaboration

A strategy that fully satisfies both parties

bull Encourages teamwork and cooperation - There must be a high level of trust - A need to gain commitment from others - A need to work through hard feelings

bull The best decisions are made with collaboration giventhe presence of trust respect and communicationamong group members

Three Assumptions in Disagreement

bull Lose-Lose everyone loses when people try to work out their disagreements

bull Win-Lose someone wins and someone loses the best that can be hoped for in disagreements

bull Win-Win everyone can win

High

Low

High

You

Others

LoseLose

Win WinWin Lose

Lose Win

Outcome of Conflict

AS

SE

RT

IVE

NE

SS

COOPERATIVENESS

Compete Collaborate

Avoid Accommodate

Compromise

Low

High

High

Modes of Handling Conflict

Dysfunctional Consequences

bullWhen it keeps people from getting work done

bull When it threatens the relationship destroys confidence and trust

bull When it becomes personal feelings are hurt

bull When it dictates conformity people are forced to a decision

Functional Consequences

bull When it increases the involvement of people

bull When it leads to growth

bull When relationships are clearly defined

bull When it provides an outlet for stress anxiety frustration anger

bull When it leads to cohesion within the group

Wilsonrsquos Method of Conflict Management

1 Evaluate interpersonally know and understand the conflict

2 Define interpersonally share feelings and perceptions publicly

3 Identify shared goals this may mean developing some ideas about both parties would like to have as a result

4 Generate possible resolutions develop a list of all possible ways the differences can be resolved

5 Weigh the resolutions against the goals find out how well each of the possible resolutions satisfy or meet the goal or goals generated in step 3

6 Select best solution identify which among the alternatives is the best most satisfying and agreeable one

7 Evaluate resolution when the resolution has been put into place or acted upon ascertain whether it had its intended effect

Conclusion Conflict Management

bull Individual worth and integrity remain intact or are preserved

bull Unreal assumptions are filtered out and replaced with reality centered and agreed upon ones

bull Goal setting becomes realistic and futuristic

bull Action steps for what was decided are clearlyoutlined and agreed upon

Hints for Conflict management

bull Focus on positive outcomes

bull One issue at a time

bull Review previous issues

bull Choose correct timing

bull Avoid inclusive words

bull Agree to disagree

bull Donrsquot insist on being right

THANK YOU

• CONFLICT MANAGEMENT

Conflict Management

Constructive Conflict

bull1048708 Growth occurs

bull1048708 Problems are resolved

bull1048708 Unifies a group

bull1048708 Enhances productivity

bull1048708 Increases commitment

Destructive Conflict

bull1048708 Leads to negativism

bull1048708 Diminished resolutions

bull1048708 Group division

bull1048708 Decreases productivity

bull1048708 Lessens satisfaction

Conflict is destructive when it

bull Takes attention from important activities

bull Undermines morale or self-esteem

bull Polarizes people and groups

bull Jeopardizes teamwork

bull Leads to negative behavior

bull Creates stress

Conflict is constructive when it

bull Identifies and clarifies important issues

bull Solves problems

bull Results in ldquosomething for everyonerdquo

bull Causes authentic communication

bull Leads to sharing information

bull Encourages cooperation

bull Buildsstrengthens interpersonal skills

Conflict Manifestation

bullPhase Onendash Frustration

bull Phase Twondash Conceptualization of cause

bull Phase Threendash Behavior directed at cause

bull Phase Fourndash Outcome as a result of the behavior

Defensive Copingbull Assumes that the problem is caused by the other person

bull Develops a private diagnosis and solution

bull Tries to get other person to change by using

bull logic indirect influence or critique

bull If other person resists that confirms 1

bull Responds to resistance through intensifying pressure protecting or rejecting the other person

bull If efforts are unsuccessful itrsquos the other personrsquos fault

Going Beyond Defensive Coping

bull Begin with communication

bull Focus on active listening techniques

bull Separate the problem from the person

bull Use ldquoIrdquo statements

Conflict Resolution

Phases of Conflict Management

bull Collect data know the cause and remain objective

bull Probe ask open-ended questions and listen actively

bull Save face work toward a winwin result

bull Common interests redefine the conflict

bull Reinforce give support to common ideas

bull Negotiate suggest partial solutions or compromises

bull Solidify adjustments review agreementsresolutions

How Do You Cope With Conflict

Five strategies exist for coping with conflict

bull Avoidance

bull Competition

bull Accommodation

bull Compromise

bull Collaboration

Five Modes for Handling Conflict

bull Avoidance steering clear of and denying the existence of the conflict and disagreement

bull Accommodate letting the other person decide totally what the resolve is to be

bull Compete aggressively pursuing ways to win from my own perspective

bull Compromise looking after both parties interests

bull Collaborate assertively looking after my interests but equally concerned with the interests of the other person

Coping With Conflict

Avoidance

Most preferred strategy during initial stages

bull Individuals fail to address the conflict -Nothing to lose -Lack of time -Inappropriate time or place -Individuals are angry -Emotional involvement

bull Postponing a resolution hinders group progress

Competition

A power-oriented strategy

bull One party pursues hisher own concerns- Results in one winner and one loser- Usually based on limited resources-The resolution decreases cooperation within the group

bull Competition should be based on whether winning the conflict is beneficial to individuals or the group

Accommodation

A strategy for resolving immediate needs

bull Contains an element of self-sacrifice - The issue is more important to the other party - You discover that you were wrong - Preserving harmony is important

bull Accommodation emphasizes common interests and deemphasizes differences in the group

Compromise

A strategy for finding an expedient solution

bull Resolution is mutually acceptable for all parties - A temporary settlement for complex issues - Group goals outweigh assertive strategies - Individuals of equal status are equally committed

bull Compromise works towards partially satisfying both parties but each party must honor the resolution for continued satisfaction

Collaboration

A strategy that fully satisfies both parties

bull Encourages teamwork and cooperation - There must be a high level of trust - A need to gain commitment from others - A need to work through hard feelings

bull The best decisions are made with collaboration giventhe presence of trust respect and communicationamong group members

Three Assumptions in Disagreement

bull Lose-Lose everyone loses when people try to work out their disagreements

bull Win-Lose someone wins and someone loses the best that can be hoped for in disagreements

bull Win-Win everyone can win

High

Low

High

You

Others

LoseLose

Win WinWin Lose

Lose Win

Outcome of Conflict

AS

SE

RT

IVE

NE

SS

COOPERATIVENESS

Compete Collaborate

Avoid Accommodate

Compromise

Low

High

High

Modes of Handling Conflict

Dysfunctional Consequences

bullWhen it keeps people from getting work done

bull When it threatens the relationship destroys confidence and trust

bull When it becomes personal feelings are hurt

bull When it dictates conformity people are forced to a decision

Functional Consequences

bull When it increases the involvement of people

bull When it leads to growth

bull When relationships are clearly defined

bull When it provides an outlet for stress anxiety frustration anger

bull When it leads to cohesion within the group

Wilsonrsquos Method of Conflict Management

1 Evaluate interpersonally know and understand the conflict

2 Define interpersonally share feelings and perceptions publicly

3 Identify shared goals this may mean developing some ideas about both parties would like to have as a result

4 Generate possible resolutions develop a list of all possible ways the differences can be resolved

5 Weigh the resolutions against the goals find out how well each of the possible resolutions satisfy or meet the goal or goals generated in step 3

6 Select best solution identify which among the alternatives is the best most satisfying and agreeable one

7 Evaluate resolution when the resolution has been put into place or acted upon ascertain whether it had its intended effect

Conclusion Conflict Management

bull Individual worth and integrity remain intact or are preserved

bull Unreal assumptions are filtered out and replaced with reality centered and agreed upon ones

bull Goal setting becomes realistic and futuristic

bull Action steps for what was decided are clearlyoutlined and agreed upon

Hints for Conflict management

bull Focus on positive outcomes

bull One issue at a time

bull Review previous issues

bull Choose correct timing

bull Avoid inclusive words

bull Agree to disagree

bull Donrsquot insist on being right

THANK YOU

• CONFLICT MANAGEMENT

Conflict is destructive when it

bull Takes attention from important activities

bull Undermines morale or self-esteem

bull Polarizes people and groups

bull Jeopardizes teamwork

bull Leads to negative behavior

bull Creates stress

Conflict is constructive when it

bull Identifies and clarifies important issues

bull Solves problems

bull Results in ldquosomething for everyonerdquo

bull Causes authentic communication

bull Leads to sharing information

bull Encourages cooperation

bull Buildsstrengthens interpersonal skills

Conflict Manifestation

bullPhase Onendash Frustration

bull Phase Twondash Conceptualization of cause

bull Phase Threendash Behavior directed at cause

bull Phase Fourndash Outcome as a result of the behavior

Defensive Copingbull Assumes that the problem is caused by the other person

bull Develops a private diagnosis and solution

bull Tries to get other person to change by using

bull logic indirect influence or critique

bull If other person resists that confirms 1

bull Responds to resistance through intensifying pressure protecting or rejecting the other person

bull If efforts are unsuccessful itrsquos the other personrsquos fault

Going Beyond Defensive Coping

bull Begin with communication

bull Focus on active listening techniques

bull Separate the problem from the person

bull Use ldquoIrdquo statements

Conflict Resolution

Phases of Conflict Management

bull Collect data know the cause and remain objective

bull Probe ask open-ended questions and listen actively

bull Save face work toward a winwin result

bull Common interests redefine the conflict

bull Reinforce give support to common ideas

bull Negotiate suggest partial solutions or compromises

bull Solidify adjustments review agreementsresolutions

How Do You Cope With Conflict

Five strategies exist for coping with conflict

bull Avoidance

bull Competition

bull Accommodation

bull Compromise

bull Collaboration

Five Modes for Handling Conflict

bull Avoidance steering clear of and denying the existence of the conflict and disagreement

bull Accommodate letting the other person decide totally what the resolve is to be

bull Compete aggressively pursuing ways to win from my own perspective

bull Compromise looking after both parties interests

bull Collaborate assertively looking after my interests but equally concerned with the interests of the other person

Coping With Conflict

Avoidance

Most preferred strategy during initial stages

bull Individuals fail to address the conflict -Nothing to lose -Lack of time -Inappropriate time or place -Individuals are angry -Emotional involvement

bull Postponing a resolution hinders group progress

Competition

A power-oriented strategy

bull One party pursues hisher own concerns- Results in one winner and one loser- Usually based on limited resources-The resolution decreases cooperation within the group

bull Competition should be based on whether winning the conflict is beneficial to individuals or the group

Accommodation

A strategy for resolving immediate needs

bull Contains an element of self-sacrifice - The issue is more important to the other party - You discover that you were wrong - Preserving harmony is important

bull Accommodation emphasizes common interests and deemphasizes differences in the group

Compromise

A strategy for finding an expedient solution

bull Resolution is mutually acceptable for all parties - A temporary settlement for complex issues - Group goals outweigh assertive strategies - Individuals of equal status are equally committed

bull Compromise works towards partially satisfying both parties but each party must honor the resolution for continued satisfaction

Collaboration

A strategy that fully satisfies both parties

bull Encourages teamwork and cooperation - There must be a high level of trust - A need to gain commitment from others - A need to work through hard feelings

bull The best decisions are made with collaboration giventhe presence of trust respect and communicationamong group members

Three Assumptions in Disagreement

bull Lose-Lose everyone loses when people try to work out their disagreements

bull Win-Lose someone wins and someone loses the best that can be hoped for in disagreements

bull Win-Win everyone can win

High

Low

High

You

Others

LoseLose

Win WinWin Lose

Lose Win

Outcome of Conflict

AS

SE

RT

IVE

NE

SS

COOPERATIVENESS

Compete Collaborate

Avoid Accommodate

Compromise

Low

High

High

Modes of Handling Conflict

Dysfunctional Consequences

bullWhen it keeps people from getting work done

bull When it threatens the relationship destroys confidence and trust

bull When it becomes personal feelings are hurt

bull When it dictates conformity people are forced to a decision

Functional Consequences

bull When it increases the involvement of people

bull When it leads to growth

bull When relationships are clearly defined

bull When it provides an outlet for stress anxiety frustration anger

bull When it leads to cohesion within the group

Wilsonrsquos Method of Conflict Management

1 Evaluate interpersonally know and understand the conflict

2 Define interpersonally share feelings and perceptions publicly

3 Identify shared goals this may mean developing some ideas about both parties would like to have as a result

4 Generate possible resolutions develop a list of all possible ways the differences can be resolved

5 Weigh the resolutions against the goals find out how well each of the possible resolutions satisfy or meet the goal or goals generated in step 3

6 Select best solution identify which among the alternatives is the best most satisfying and agreeable one

7 Evaluate resolution when the resolution has been put into place or acted upon ascertain whether it had its intended effect

Conclusion Conflict Management

bull Individual worth and integrity remain intact or are preserved

bull Unreal assumptions are filtered out and replaced with reality centered and agreed upon ones

bull Goal setting becomes realistic and futuristic

bull Action steps for what was decided are clearlyoutlined and agreed upon

Hints for Conflict management

bull Focus on positive outcomes

bull One issue at a time

bull Review previous issues

bull Choose correct timing

bull Avoid inclusive words

bull Agree to disagree

bull Donrsquot insist on being right

THANK YOU

• CONFLICT MANAGEMENT

Conflict is constructive when it

bull Identifies and clarifies important issues

bull Solves problems

bull Results in ldquosomething for everyonerdquo

bull Causes authentic communication

bull Leads to sharing information

bull Encourages cooperation

bull Buildsstrengthens interpersonal skills

Conflict Manifestation

bullPhase Onendash Frustration

bull Phase Twondash Conceptualization of cause

bull Phase Threendash Behavior directed at cause

bull Phase Fourndash Outcome as a result of the behavior

Defensive Copingbull Assumes that the problem is caused by the other person

bull Develops a private diagnosis and solution

bull Tries to get other person to change by using

bull logic indirect influence or critique

bull If other person resists that confirms 1

bull Responds to resistance through intensifying pressure protecting or rejecting the other person

bull If efforts are unsuccessful itrsquos the other personrsquos fault

Going Beyond Defensive Coping

bull Begin with communication

bull Focus on active listening techniques

bull Separate the problem from the person

bull Use ldquoIrdquo statements

Conflict Resolution

Phases of Conflict Management

bull Collect data know the cause and remain objective

bull Probe ask open-ended questions and listen actively

bull Save face work toward a winwin result

bull Common interests redefine the conflict

bull Reinforce give support to common ideas

bull Negotiate suggest partial solutions or compromises

bull Solidify adjustments review agreementsresolutions

How Do You Cope With Conflict

Five strategies exist for coping with conflict

bull Avoidance

bull Competition

bull Accommodation

bull Compromise

bull Collaboration

Five Modes for Handling Conflict

bull Avoidance steering clear of and denying the existence of the conflict and disagreement

bull Accommodate letting the other person decide totally what the resolve is to be

bull Compete aggressively pursuing ways to win from my own perspective

bull Compromise looking after both parties interests

bull Collaborate assertively looking after my interests but equally concerned with the interests of the other person

Coping With Conflict

Avoidance

Most preferred strategy during initial stages

bull Individuals fail to address the conflict -Nothing to lose -Lack of time -Inappropriate time or place -Individuals are angry -Emotional involvement

bull Postponing a resolution hinders group progress

Competition

A power-oriented strategy

bull One party pursues hisher own concerns- Results in one winner and one loser- Usually based on limited resources-The resolution decreases cooperation within the group

bull Competition should be based on whether winning the conflict is beneficial to individuals or the group

Accommodation

A strategy for resolving immediate needs

bull Contains an element of self-sacrifice - The issue is more important to the other party - You discover that you were wrong - Preserving harmony is important

bull Accommodation emphasizes common interests and deemphasizes differences in the group

Compromise

A strategy for finding an expedient solution

bull Resolution is mutually acceptable for all parties - A temporary settlement for complex issues - Group goals outweigh assertive strategies - Individuals of equal status are equally committed

bull Compromise works towards partially satisfying both parties but each party must honor the resolution for continued satisfaction

Collaboration

A strategy that fully satisfies both parties

bull Encourages teamwork and cooperation - There must be a high level of trust - A need to gain commitment from others - A need to work through hard feelings

bull The best decisions are made with collaboration giventhe presence of trust respect and communicationamong group members

Three Assumptions in Disagreement

bull Lose-Lose everyone loses when people try to work out their disagreements

bull Win-Lose someone wins and someone loses the best that can be hoped for in disagreements

bull Win-Win everyone can win

High

Low

High

You

Others

LoseLose

Win WinWin Lose

Lose Win

Outcome of Conflict

AS

SE

RT

IVE

NE

SS

COOPERATIVENESS

Compete Collaborate

Avoid Accommodate

Compromise

Low

High

High

Modes of Handling Conflict

Dysfunctional Consequences

bullWhen it keeps people from getting work done

bull When it threatens the relationship destroys confidence and trust

bull When it becomes personal feelings are hurt

bull When it dictates conformity people are forced to a decision

Functional Consequences

bull When it increases the involvement of people

bull When it leads to growth

bull When relationships are clearly defined

bull When it provides an outlet for stress anxiety frustration anger

bull When it leads to cohesion within the group

Wilsonrsquos Method of Conflict Management

1 Evaluate interpersonally know and understand the conflict

2 Define interpersonally share feelings and perceptions publicly

3 Identify shared goals this may mean developing some ideas about both parties would like to have as a result

4 Generate possible resolutions develop a list of all possible ways the differences can be resolved

5 Weigh the resolutions against the goals find out how well each of the possible resolutions satisfy or meet the goal or goals generated in step 3

6 Select best solution identify which among the alternatives is the best most satisfying and agreeable one

7 Evaluate resolution when the resolution has been put into place or acted upon ascertain whether it had its intended effect

Conclusion Conflict Management

bull Individual worth and integrity remain intact or are preserved

bull Unreal assumptions are filtered out and replaced with reality centered and agreed upon ones

bull Goal setting becomes realistic and futuristic

bull Action steps for what was decided are clearlyoutlined and agreed upon

Hints for Conflict management

bull Focus on positive outcomes

bull One issue at a time

bull Review previous issues

bull Choose correct timing

bull Avoid inclusive words

bull Agree to disagree

bull Donrsquot insist on being right

THANK YOU

• CONFLICT MANAGEMENT

Conflict Manifestation

bullPhase Onendash Frustration

bull Phase Twondash Conceptualization of cause

bull Phase Threendash Behavior directed at cause

bull Phase Fourndash Outcome as a result of the behavior

Defensive Copingbull Assumes that the problem is caused by the other person

bull Develops a private diagnosis and solution

bull Tries to get other person to change by using

bull logic indirect influence or critique

bull If other person resists that confirms 1

bull Responds to resistance through intensifying pressure protecting or rejecting the other person

bull If efforts are unsuccessful itrsquos the other personrsquos fault

Going Beyond Defensive Coping

bull Begin with communication

bull Focus on active listening techniques

bull Separate the problem from the person

bull Use ldquoIrdquo statements

Conflict Resolution

Phases of Conflict Management

bull Collect data know the cause and remain objective

bull Probe ask open-ended questions and listen actively

bull Save face work toward a winwin result

bull Common interests redefine the conflict

bull Reinforce give support to common ideas

bull Negotiate suggest partial solutions or compromises

bull Solidify adjustments review agreementsresolutions

How Do You Cope With Conflict

Five strategies exist for coping with conflict

bull Avoidance

bull Competition

bull Accommodation

bull Compromise

bull Collaboration

Five Modes for Handling Conflict

bull Avoidance steering clear of and denying the existence of the conflict and disagreement

bull Accommodate letting the other person decide totally what the resolve is to be

bull Compete aggressively pursuing ways to win from my own perspective

bull Compromise looking after both parties interests

bull Collaborate assertively looking after my interests but equally concerned with the interests of the other person

Coping With Conflict

Avoidance

Most preferred strategy during initial stages

bull Individuals fail to address the conflict -Nothing to lose -Lack of time -Inappropriate time or place -Individuals are angry -Emotional involvement

bull Postponing a resolution hinders group progress

Competition

A power-oriented strategy

bull One party pursues hisher own concerns- Results in one winner and one loser- Usually based on limited resources-The resolution decreases cooperation within the group

bull Competition should be based on whether winning the conflict is beneficial to individuals or the group

Accommodation

A strategy for resolving immediate needs

bull Contains an element of self-sacrifice - The issue is more important to the other party - You discover that you were wrong - Preserving harmony is important

bull Accommodation emphasizes common interests and deemphasizes differences in the group

Compromise

A strategy for finding an expedient solution

bull Resolution is mutually acceptable for all parties - A temporary settlement for complex issues - Group goals outweigh assertive strategies - Individuals of equal status are equally committed

bull Compromise works towards partially satisfying both parties but each party must honor the resolution for continued satisfaction

Collaboration

A strategy that fully satisfies both parties

bull Encourages teamwork and cooperation - There must be a high level of trust - A need to gain commitment from others - A need to work through hard feelings

bull The best decisions are made with collaboration giventhe presence of trust respect and communicationamong group members

Three Assumptions in Disagreement

bull Lose-Lose everyone loses when people try to work out their disagreements

bull Win-Lose someone wins and someone loses the best that can be hoped for in disagreements

bull Win-Win everyone can win

High

Low

High

You

Others

LoseLose

Win WinWin Lose

Lose Win

Outcome of Conflict

AS

SE

RT

IVE

NE

SS

COOPERATIVENESS

Compete Collaborate

Avoid Accommodate

Compromise

Low

High

High

Modes of Handling Conflict

Dysfunctional Consequences

bullWhen it keeps people from getting work done

bull When it threatens the relationship destroys confidence and trust

bull When it becomes personal feelings are hurt

bull When it dictates conformity people are forced to a decision

Functional Consequences

bull When it increases the involvement of people

bull When it leads to growth

bull When relationships are clearly defined

bull When it provides an outlet for stress anxiety frustration anger

bull When it leads to cohesion within the group

Wilsonrsquos Method of Conflict Management

1 Evaluate interpersonally know and understand the conflict

2 Define interpersonally share feelings and perceptions publicly

3 Identify shared goals this may mean developing some ideas about both parties would like to have as a result

4 Generate possible resolutions develop a list of all possible ways the differences can be resolved

5 Weigh the resolutions against the goals find out how well each of the possible resolutions satisfy or meet the goal or goals generated in step 3

6 Select best solution identify which among the alternatives is the best most satisfying and agreeable one

7 Evaluate resolution when the resolution has been put into place or acted upon ascertain whether it had its intended effect

Conclusion Conflict Management

bull Individual worth and integrity remain intact or are preserved

bull Unreal assumptions are filtered out and replaced with reality centered and agreed upon ones

bull Goal setting becomes realistic and futuristic

bull Action steps for what was decided are clearlyoutlined and agreed upon

Hints for Conflict management

bull Focus on positive outcomes

bull One issue at a time

bull Review previous issues

bull Choose correct timing

bull Avoid inclusive words

bull Agree to disagree

bull Donrsquot insist on being right

THANK YOU

• CONFLICT MANAGEMENT

Defensive Copingbull Assumes that the problem is caused by the other person

bull Develops a private diagnosis and solution

bull Tries to get other person to change by using

bull logic indirect influence or critique

bull If other person resists that confirms 1

bull Responds to resistance through intensifying pressure protecting or rejecting the other person

bull If efforts are unsuccessful itrsquos the other personrsquos fault

Going Beyond Defensive Coping

bull Begin with communication

bull Focus on active listening techniques

bull Separate the problem from the person

bull Use ldquoIrdquo statements

Conflict Resolution

Phases of Conflict Management

bull Collect data know the cause and remain objective

bull Probe ask open-ended questions and listen actively

bull Save face work toward a winwin result

bull Common interests redefine the conflict

bull Reinforce give support to common ideas

bull Negotiate suggest partial solutions or compromises

bull Solidify adjustments review agreementsresolutions

How Do You Cope With Conflict

Five strategies exist for coping with conflict

bull Avoidance

bull Competition

bull Accommodation

bull Compromise

bull Collaboration

Five Modes for Handling Conflict

bull Avoidance steering clear of and denying the existence of the conflict and disagreement

bull Accommodate letting the other person decide totally what the resolve is to be

bull Compete aggressively pursuing ways to win from my own perspective

bull Compromise looking after both parties interests

bull Collaborate assertively looking after my interests but equally concerned with the interests of the other person

Coping With Conflict

Avoidance

Most preferred strategy during initial stages

bull Individuals fail to address the conflict -Nothing to lose -Lack of time -Inappropriate time or place -Individuals are angry -Emotional involvement

bull Postponing a resolution hinders group progress

Competition

A power-oriented strategy

bull One party pursues hisher own concerns- Results in one winner and one loser- Usually based on limited resources-The resolution decreases cooperation within the group

bull Competition should be based on whether winning the conflict is beneficial to individuals or the group

Accommodation

A strategy for resolving immediate needs

bull Contains an element of self-sacrifice - The issue is more important to the other party - You discover that you were wrong - Preserving harmony is important

bull Accommodation emphasizes common interests and deemphasizes differences in the group

Compromise

A strategy for finding an expedient solution

bull Resolution is mutually acceptable for all parties - A temporary settlement for complex issues - Group goals outweigh assertive strategies - Individuals of equal status are equally committed

bull Compromise works towards partially satisfying both parties but each party must honor the resolution for continued satisfaction

Collaboration

A strategy that fully satisfies both parties

bull Encourages teamwork and cooperation - There must be a high level of trust - A need to gain commitment from others - A need to work through hard feelings

bull The best decisions are made with collaboration giventhe presence of trust respect and communicationamong group members

Three Assumptions in Disagreement

bull Lose-Lose everyone loses when people try to work out their disagreements

bull Win-Lose someone wins and someone loses the best that can be hoped for in disagreements

bull Win-Win everyone can win

High

Low

High

You

Others

LoseLose

Win WinWin Lose

Lose Win

Outcome of Conflict

AS

SE

RT

IVE

NE

SS

COOPERATIVENESS

Compete Collaborate

Avoid Accommodate

Compromise

Low

High

High

Modes of Handling Conflict

Dysfunctional Consequences

bullWhen it keeps people from getting work done

bull When it threatens the relationship destroys confidence and trust

bull When it becomes personal feelings are hurt

bull When it dictates conformity people are forced to a decision

Functional Consequences

bull When it increases the involvement of people

bull When it leads to growth

bull When relationships are clearly defined

bull When it provides an outlet for stress anxiety frustration anger

bull When it leads to cohesion within the group

Wilsonrsquos Method of Conflict Management

1 Evaluate interpersonally know and understand the conflict

2 Define interpersonally share feelings and perceptions publicly

3 Identify shared goals this may mean developing some ideas about both parties would like to have as a result

4 Generate possible resolutions develop a list of all possible ways the differences can be resolved

5 Weigh the resolutions against the goals find out how well each of the possible resolutions satisfy or meet the goal or goals generated in step 3

6 Select best solution identify which among the alternatives is the best most satisfying and agreeable one

7 Evaluate resolution when the resolution has been put into place or acted upon ascertain whether it had its intended effect

Conclusion Conflict Management

bull Individual worth and integrity remain intact or are preserved

bull Unreal assumptions are filtered out and replaced with reality centered and agreed upon ones

bull Goal setting becomes realistic and futuristic

bull Action steps for what was decided are clearlyoutlined and agreed upon

Hints for Conflict management

bull Focus on positive outcomes

bull One issue at a time

bull Review previous issues

bull Choose correct timing

bull Avoid inclusive words

bull Agree to disagree

bull Donrsquot insist on being right

THANK YOU

• CONFLICT MANAGEMENT

Going Beyond Defensive Coping

bull Begin with communication

bull Focus on active listening techniques

bull Separate the problem from the person

bull Use ldquoIrdquo statements

Conflict Resolution

Phases of Conflict Management

bull Collect data know the cause and remain objective

bull Probe ask open-ended questions and listen actively

bull Save face work toward a winwin result

bull Common interests redefine the conflict

bull Reinforce give support to common ideas

bull Negotiate suggest partial solutions or compromises

bull Solidify adjustments review agreementsresolutions

How Do You Cope With Conflict

Five strategies exist for coping with conflict

bull Avoidance

bull Competition

bull Accommodation

bull Compromise

bull Collaboration

Five Modes for Handling Conflict

bull Avoidance steering clear of and denying the existence of the conflict and disagreement

bull Accommodate letting the other person decide totally what the resolve is to be

bull Compete aggressively pursuing ways to win from my own perspective

bull Compromise looking after both parties interests

bull Collaborate assertively looking after my interests but equally concerned with the interests of the other person

Coping With Conflict

Avoidance

Most preferred strategy during initial stages

bull Individuals fail to address the conflict -Nothing to lose -Lack of time -Inappropriate time or place -Individuals are angry -Emotional involvement

bull Postponing a resolution hinders group progress

Competition

A power-oriented strategy

bull One party pursues hisher own concerns- Results in one winner and one loser- Usually based on limited resources-The resolution decreases cooperation within the group

bull Competition should be based on whether winning the conflict is beneficial to individuals or the group

Accommodation

A strategy for resolving immediate needs

bull Contains an element of self-sacrifice - The issue is more important to the other party - You discover that you were wrong - Preserving harmony is important

bull Accommodation emphasizes common interests and deemphasizes differences in the group

Compromise

A strategy for finding an expedient solution

bull Resolution is mutually acceptable for all parties - A temporary settlement for complex issues - Group goals outweigh assertive strategies - Individuals of equal status are equally committed

bull Compromise works towards partially satisfying both parties but each party must honor the resolution for continued satisfaction

Collaboration

A strategy that fully satisfies both parties

bull Encourages teamwork and cooperation - There must be a high level of trust - A need to gain commitment from others - A need to work through hard feelings

bull The best decisions are made with collaboration giventhe presence of trust respect and communicationamong group members

Three Assumptions in Disagreement

bull Lose-Lose everyone loses when people try to work out their disagreements

bull Win-Lose someone wins and someone loses the best that can be hoped for in disagreements

bull Win-Win everyone can win

High

Low

High

You

Others

LoseLose

Win WinWin Lose

Lose Win

Outcome of Conflict

AS

SE

RT

IVE

NE

SS

COOPERATIVENESS

Compete Collaborate

Avoid Accommodate

Compromise

Low

High

High

Modes of Handling Conflict

Dysfunctional Consequences

bullWhen it keeps people from getting work done

bull When it threatens the relationship destroys confidence and trust

bull When it becomes personal feelings are hurt

bull When it dictates conformity people are forced to a decision

Functional Consequences

bull When it increases the involvement of people

bull When it leads to growth

bull When relationships are clearly defined

bull When it provides an outlet for stress anxiety frustration anger

bull When it leads to cohesion within the group

Wilsonrsquos Method of Conflict Management

1 Evaluate interpersonally know and understand the conflict

2 Define interpersonally share feelings and perceptions publicly

3 Identify shared goals this may mean developing some ideas about both parties would like to have as a result

4 Generate possible resolutions develop a list of all possible ways the differences can be resolved

5 Weigh the resolutions against the goals find out how well each of the possible resolutions satisfy or meet the goal or goals generated in step 3

6 Select best solution identify which among the alternatives is the best most satisfying and agreeable one

7 Evaluate resolution when the resolution has been put into place or acted upon ascertain whether it had its intended effect

Conclusion Conflict Management

bull Individual worth and integrity remain intact or are preserved

bull Unreal assumptions are filtered out and replaced with reality centered and agreed upon ones

bull Goal setting becomes realistic and futuristic

bull Action steps for what was decided are clearlyoutlined and agreed upon

Hints for Conflict management

bull Focus on positive outcomes

bull One issue at a time

bull Review previous issues

bull Choose correct timing

bull Avoid inclusive words

bull Agree to disagree

bull Donrsquot insist on being right

THANK YOU

• CONFLICT MANAGEMENT

Conflict Resolution

Phases of Conflict Management

bull Collect data know the cause and remain objective

bull Probe ask open-ended questions and listen actively

bull Save face work toward a winwin result

bull Common interests redefine the conflict

bull Reinforce give support to common ideas

bull Negotiate suggest partial solutions or compromises

bull Solidify adjustments review agreementsresolutions

How Do You Cope With Conflict

Five strategies exist for coping with conflict

bull Avoidance

bull Competition

bull Accommodation

bull Compromise

bull Collaboration

Five Modes for Handling Conflict

bull Avoidance steering clear of and denying the existence of the conflict and disagreement

bull Accommodate letting the other person decide totally what the resolve is to be

bull Compete aggressively pursuing ways to win from my own perspective

bull Compromise looking after both parties interests

bull Collaborate assertively looking after my interests but equally concerned with the interests of the other person

Coping With Conflict

Avoidance

Most preferred strategy during initial stages

bull Individuals fail to address the conflict -Nothing to lose -Lack of time -Inappropriate time or place -Individuals are angry -Emotional involvement

bull Postponing a resolution hinders group progress

Competition

A power-oriented strategy

bull One party pursues hisher own concerns- Results in one winner and one loser- Usually based on limited resources-The resolution decreases cooperation within the group

bull Competition should be based on whether winning the conflict is beneficial to individuals or the group

Accommodation

A strategy for resolving immediate needs

bull Contains an element of self-sacrifice - The issue is more important to the other party - You discover that you were wrong - Preserving harmony is important

bull Accommodation emphasizes common interests and deemphasizes differences in the group

Compromise

A strategy for finding an expedient solution

bull Resolution is mutually acceptable for all parties - A temporary settlement for complex issues - Group goals outweigh assertive strategies - Individuals of equal status are equally committed

bull Compromise works towards partially satisfying both parties but each party must honor the resolution for continued satisfaction

Collaboration

A strategy that fully satisfies both parties

bull Encourages teamwork and cooperation - There must be a high level of trust - A need to gain commitment from others - A need to work through hard feelings

bull The best decisions are made with collaboration giventhe presence of trust respect and communicationamong group members

Three Assumptions in Disagreement

bull Lose-Lose everyone loses when people try to work out their disagreements

bull Win-Lose someone wins and someone loses the best that can be hoped for in disagreements

bull Win-Win everyone can win

High

Low

High

You

Others

LoseLose

Win WinWin Lose

Lose Win

Outcome of Conflict

AS

SE

RT

IVE

NE

SS

COOPERATIVENESS

Compete Collaborate

Avoid Accommodate

Compromise

Low

High

High

Modes of Handling Conflict

Dysfunctional Consequences

bullWhen it keeps people from getting work done

bull When it threatens the relationship destroys confidence and trust

bull When it becomes personal feelings are hurt

bull When it dictates conformity people are forced to a decision

Functional Consequences

bull When it increases the involvement of people

bull When it leads to growth

bull When relationships are clearly defined

bull When it provides an outlet for stress anxiety frustration anger

bull When it leads to cohesion within the group

Wilsonrsquos Method of Conflict Management

1 Evaluate interpersonally know and understand the conflict

2 Define interpersonally share feelings and perceptions publicly

3 Identify shared goals this may mean developing some ideas about both parties would like to have as a result

4 Generate possible resolutions develop a list of all possible ways the differences can be resolved

5 Weigh the resolutions against the goals find out how well each of the possible resolutions satisfy or meet the goal or goals generated in step 3

6 Select best solution identify which among the alternatives is the best most satisfying and agreeable one

7 Evaluate resolution when the resolution has been put into place or acted upon ascertain whether it had its intended effect

Conclusion Conflict Management

bull Individual worth and integrity remain intact or are preserved

bull Unreal assumptions are filtered out and replaced with reality centered and agreed upon ones

bull Goal setting becomes realistic and futuristic

bull Action steps for what was decided are clearlyoutlined and agreed upon

Hints for Conflict management

bull Focus on positive outcomes

bull One issue at a time

bull Review previous issues

bull Choose correct timing

bull Avoid inclusive words

bull Agree to disagree

bull Donrsquot insist on being right

THANK YOU

• CONFLICT MANAGEMENT

Phases of Conflict Management

bull Collect data know the cause and remain objective

bull Probe ask open-ended questions and listen actively

bull Save face work toward a winwin result

bull Common interests redefine the conflict

bull Reinforce give support to common ideas

bull Negotiate suggest partial solutions or compromises

bull Solidify adjustments review agreementsresolutions

How Do You Cope With Conflict

Five strategies exist for coping with conflict

bull Avoidance

bull Competition

bull Accommodation

bull Compromise

bull Collaboration

Five Modes for Handling Conflict

bull Avoidance steering clear of and denying the existence of the conflict and disagreement

bull Accommodate letting the other person decide totally what the resolve is to be

bull Compete aggressively pursuing ways to win from my own perspective

bull Compromise looking after both parties interests

bull Collaborate assertively looking after my interests but equally concerned with the interests of the other person

Coping With Conflict

Avoidance

Most preferred strategy during initial stages

bull Individuals fail to address the conflict -Nothing to lose -Lack of time -Inappropriate time or place -Individuals are angry -Emotional involvement

bull Postponing a resolution hinders group progress

Competition

A power-oriented strategy

bull One party pursues hisher own concerns- Results in one winner and one loser- Usually based on limited resources-The resolution decreases cooperation within the group

bull Competition should be based on whether winning the conflict is beneficial to individuals or the group

Accommodation

A strategy for resolving immediate needs

bull Contains an element of self-sacrifice - The issue is more important to the other party - You discover that you were wrong - Preserving harmony is important

bull Accommodation emphasizes common interests and deemphasizes differences in the group

Compromise

A strategy for finding an expedient solution

bull Resolution is mutually acceptable for all parties - A temporary settlement for complex issues - Group goals outweigh assertive strategies - Individuals of equal status are equally committed

bull Compromise works towards partially satisfying both parties but each party must honor the resolution for continued satisfaction

Collaboration

A strategy that fully satisfies both parties

bull Encourages teamwork and cooperation - There must be a high level of trust - A need to gain commitment from others - A need to work through hard feelings

bull The best decisions are made with collaboration giventhe presence of trust respect and communicationamong group members

Three Assumptions in Disagreement

bull Lose-Lose everyone loses when people try to work out their disagreements

bull Win-Lose someone wins and someone loses the best that can be hoped for in disagreements

bull Win-Win everyone can win

High

Low

High

You

Others

LoseLose

Win WinWin Lose

Lose Win

Outcome of Conflict

AS

SE

RT

IVE

NE

SS

COOPERATIVENESS

Compete Collaborate

Avoid Accommodate

Compromise

Low

High

High

Modes of Handling Conflict

Dysfunctional Consequences

bullWhen it keeps people from getting work done

bull When it threatens the relationship destroys confidence and trust

bull When it becomes personal feelings are hurt

bull When it dictates conformity people are forced to a decision

Functional Consequences

bull When it increases the involvement of people

bull When it leads to growth

bull When relationships are clearly defined

bull When it provides an outlet for stress anxiety frustration anger

bull When it leads to cohesion within the group

Wilsonrsquos Method of Conflict Management

1 Evaluate interpersonally know and understand the conflict

2 Define interpersonally share feelings and perceptions publicly

3 Identify shared goals this may mean developing some ideas about both parties would like to have as a result

4 Generate possible resolutions develop a list of all possible ways the differences can be resolved

5 Weigh the resolutions against the goals find out how well each of the possible resolutions satisfy or meet the goal or goals generated in step 3

6 Select best solution identify which among the alternatives is the best most satisfying and agreeable one

7 Evaluate resolution when the resolution has been put into place or acted upon ascertain whether it had its intended effect

Conclusion Conflict Management

bull Individual worth and integrity remain intact or are preserved

bull Unreal assumptions are filtered out and replaced with reality centered and agreed upon ones

bull Goal setting becomes realistic and futuristic

bull Action steps for what was decided are clearlyoutlined and agreed upon

Hints for Conflict management

bull Focus on positive outcomes

bull One issue at a time

bull Review previous issues

bull Choose correct timing

bull Avoid inclusive words

bull Agree to disagree

bull Donrsquot insist on being right

THANK YOU

• CONFLICT MANAGEMENT

How Do You Cope With Conflict

Five strategies exist for coping with conflict

bull Avoidance

bull Competition

bull Accommodation

bull Compromise

bull Collaboration

Five Modes for Handling Conflict

bull Avoidance steering clear of and denying the existence of the conflict and disagreement

bull Accommodate letting the other person decide totally what the resolve is to be

bull Compete aggressively pursuing ways to win from my own perspective

bull Compromise looking after both parties interests

bull Collaborate assertively looking after my interests but equally concerned with the interests of the other person

Coping With Conflict

Avoidance

Most preferred strategy during initial stages

bull Individuals fail to address the conflict -Nothing to lose -Lack of time -Inappropriate time or place -Individuals are angry -Emotional involvement

bull Postponing a resolution hinders group progress

Competition

A power-oriented strategy

bull One party pursues hisher own concerns- Results in one winner and one loser- Usually based on limited resources-The resolution decreases cooperation within the group

bull Competition should be based on whether winning the conflict is beneficial to individuals or the group

Accommodation

A strategy for resolving immediate needs

bull Contains an element of self-sacrifice - The issue is more important to the other party - You discover that you were wrong - Preserving harmony is important

bull Accommodation emphasizes common interests and deemphasizes differences in the group

Compromise

A strategy for finding an expedient solution

bull Resolution is mutually acceptable for all parties - A temporary settlement for complex issues - Group goals outweigh assertive strategies - Individuals of equal status are equally committed

bull Compromise works towards partially satisfying both parties but each party must honor the resolution for continued satisfaction

Collaboration

A strategy that fully satisfies both parties

bull Encourages teamwork and cooperation - There must be a high level of trust - A need to gain commitment from others - A need to work through hard feelings

bull The best decisions are made with collaboration giventhe presence of trust respect and communicationamong group members

Three Assumptions in Disagreement

bull Lose-Lose everyone loses when people try to work out their disagreements

bull Win-Lose someone wins and someone loses the best that can be hoped for in disagreements

bull Win-Win everyone can win

High

Low

High

You

Others

LoseLose

Win WinWin Lose

Lose Win

Outcome of Conflict

AS

SE

RT

IVE

NE

SS

COOPERATIVENESS

Compete Collaborate

Avoid Accommodate

Compromise

Low

High

High

Modes of Handling Conflict

Dysfunctional Consequences

bullWhen it keeps people from getting work done

bull When it threatens the relationship destroys confidence and trust

bull When it becomes personal feelings are hurt

bull When it dictates conformity people are forced to a decision

Functional Consequences

bull When it increases the involvement of people

bull When it leads to growth

bull When relationships are clearly defined

bull When it provides an outlet for stress anxiety frustration anger

bull When it leads to cohesion within the group

Wilsonrsquos Method of Conflict Management

1 Evaluate interpersonally know and understand the conflict

2 Define interpersonally share feelings and perceptions publicly

3 Identify shared goals this may mean developing some ideas about both parties would like to have as a result

4 Generate possible resolutions develop a list of all possible ways the differences can be resolved

5 Weigh the resolutions against the goals find out how well each of the possible resolutions satisfy or meet the goal or goals generated in step 3

6 Select best solution identify which among the alternatives is the best most satisfying and agreeable one

7 Evaluate resolution when the resolution has been put into place or acted upon ascertain whether it had its intended effect

Conclusion Conflict Management

bull Individual worth and integrity remain intact or are preserved

bull Unreal assumptions are filtered out and replaced with reality centered and agreed upon ones

bull Goal setting becomes realistic and futuristic

bull Action steps for what was decided are clearlyoutlined and agreed upon

Hints for Conflict management

bull Focus on positive outcomes

bull One issue at a time

bull Review previous issues

bull Choose correct timing

bull Avoid inclusive words

bull Agree to disagree

bull Donrsquot insist on being right

THANK YOU

• CONFLICT MANAGEMENT

Five Modes for Handling Conflict

bull Avoidance steering clear of and denying the existence of the conflict and disagreement

bull Accommodate letting the other person decide totally what the resolve is to be

bull Compete aggressively pursuing ways to win from my own perspective

bull Compromise looking after both parties interests

bull Collaborate assertively looking after my interests but equally concerned with the interests of the other person

Coping With Conflict

Avoidance

Most preferred strategy during initial stages

bull Individuals fail to address the conflict -Nothing to lose -Lack of time -Inappropriate time or place -Individuals are angry -Emotional involvement

bull Postponing a resolution hinders group progress

Competition

A power-oriented strategy

bull One party pursues hisher own concerns- Results in one winner and one loser- Usually based on limited resources-The resolution decreases cooperation within the group

bull Competition should be based on whether winning the conflict is beneficial to individuals or the group

Accommodation

A strategy for resolving immediate needs

bull Contains an element of self-sacrifice - The issue is more important to the other party - You discover that you were wrong - Preserving harmony is important

bull Accommodation emphasizes common interests and deemphasizes differences in the group

Compromise

A strategy for finding an expedient solution

bull Resolution is mutually acceptable for all parties - A temporary settlement for complex issues - Group goals outweigh assertive strategies - Individuals of equal status are equally committed

bull Compromise works towards partially satisfying both parties but each party must honor the resolution for continued satisfaction

Collaboration

A strategy that fully satisfies both parties

bull Encourages teamwork and cooperation - There must be a high level of trust - A need to gain commitment from others - A need to work through hard feelings

bull The best decisions are made with collaboration giventhe presence of trust respect and communicationamong group members

Three Assumptions in Disagreement

bull Lose-Lose everyone loses when people try to work out their disagreements

bull Win-Lose someone wins and someone loses the best that can be hoped for in disagreements

bull Win-Win everyone can win

High

Low

High

You

Others

LoseLose

Win WinWin Lose

Lose Win

Outcome of Conflict

AS

SE

RT

IVE

NE

SS

COOPERATIVENESS

Compete Collaborate

Avoid Accommodate

Compromise

Low

High

High

Modes of Handling Conflict

Dysfunctional Consequences

bullWhen it keeps people from getting work done

bull When it threatens the relationship destroys confidence and trust

bull When it becomes personal feelings are hurt

bull When it dictates conformity people are forced to a decision

Functional Consequences

bull When it increases the involvement of people

bull When it leads to growth

bull When relationships are clearly defined

bull When it provides an outlet for stress anxiety frustration anger

bull When it leads to cohesion within the group

Wilsonrsquos Method of Conflict Management

1 Evaluate interpersonally know and understand the conflict

2 Define interpersonally share feelings and perceptions publicly

3 Identify shared goals this may mean developing some ideas about both parties would like to have as a result

4 Generate possible resolutions develop a list of all possible ways the differences can be resolved

5 Weigh the resolutions against the goals find out how well each of the possible resolutions satisfy or meet the goal or goals generated in step 3

6 Select best solution identify which among the alternatives is the best most satisfying and agreeable one

7 Evaluate resolution when the resolution has been put into place or acted upon ascertain whether it had its intended effect

Conclusion Conflict Management

bull Individual worth and integrity remain intact or are preserved

bull Unreal assumptions are filtered out and replaced with reality centered and agreed upon ones

bull Goal setting becomes realistic and futuristic

bull Action steps for what was decided are clearlyoutlined and agreed upon

Hints for Conflict management

bull Focus on positive outcomes

bull One issue at a time

bull Review previous issues

bull Choose correct timing

bull Avoid inclusive words

bull Agree to disagree

bull Donrsquot insist on being right

THANK YOU

• CONFLICT MANAGEMENT

Coping With Conflict

Avoidance

Most preferred strategy during initial stages

bull Individuals fail to address the conflict -Nothing to lose -Lack of time -Inappropriate time or place -Individuals are angry -Emotional involvement

bull Postponing a resolution hinders group progress

Competition

A power-oriented strategy

bull One party pursues hisher own concerns- Results in one winner and one loser- Usually based on limited resources-The resolution decreases cooperation within the group

bull Competition should be based on whether winning the conflict is beneficial to individuals or the group

Accommodation

A strategy for resolving immediate needs

bull Contains an element of self-sacrifice - The issue is more important to the other party - You discover that you were wrong - Preserving harmony is important

bull Accommodation emphasizes common interests and deemphasizes differences in the group

Compromise

A strategy for finding an expedient solution

bull Resolution is mutually acceptable for all parties - A temporary settlement for complex issues - Group goals outweigh assertive strategies - Individuals of equal status are equally committed

bull Compromise works towards partially satisfying both parties but each party must honor the resolution for continued satisfaction

Collaboration

A strategy that fully satisfies both parties

bull Encourages teamwork and cooperation - There must be a high level of trust - A need to gain commitment from others - A need to work through hard feelings

bull The best decisions are made with collaboration giventhe presence of trust respect and communicationamong group members

Three Assumptions in Disagreement

bull Lose-Lose everyone loses when people try to work out their disagreements

bull Win-Lose someone wins and someone loses the best that can be hoped for in disagreements

bull Win-Win everyone can win

High

Low

High

You

Others

LoseLose

Win WinWin Lose

Lose Win

Outcome of Conflict

AS

SE

RT

IVE

NE

SS

COOPERATIVENESS

Compete Collaborate

Avoid Accommodate

Compromise

Low

High

High

Modes of Handling Conflict

Dysfunctional Consequences

bullWhen it keeps people from getting work done

bull When it threatens the relationship destroys confidence and trust

bull When it becomes personal feelings are hurt

bull When it dictates conformity people are forced to a decision

Functional Consequences

bull When it increases the involvement of people

bull When it leads to growth

bull When relationships are clearly defined

bull When it provides an outlet for stress anxiety frustration anger

bull When it leads to cohesion within the group

Wilsonrsquos Method of Conflict Management

1 Evaluate interpersonally know and understand the conflict

2 Define interpersonally share feelings and perceptions publicly

3 Identify shared goals this may mean developing some ideas about both parties would like to have as a result

4 Generate possible resolutions develop a list of all possible ways the differences can be resolved

5 Weigh the resolutions against the goals find out how well each of the possible resolutions satisfy or meet the goal or goals generated in step 3

6 Select best solution identify which among the alternatives is the best most satisfying and agreeable one

7 Evaluate resolution when the resolution has been put into place or acted upon ascertain whether it had its intended effect

Conclusion Conflict Management

bull Individual worth and integrity remain intact or are preserved

bull Unreal assumptions are filtered out and replaced with reality centered and agreed upon ones

bull Goal setting becomes realistic and futuristic

bull Action steps for what was decided are clearlyoutlined and agreed upon

Hints for Conflict management

bull Focus on positive outcomes

bull One issue at a time

bull Review previous issues

bull Choose correct timing

bull Avoid inclusive words

bull Agree to disagree

bull Donrsquot insist on being right

THANK YOU

• CONFLICT MANAGEMENT

Competition

A power-oriented strategy

bull One party pursues hisher own concerns- Results in one winner and one loser- Usually based on limited resources-The resolution decreases cooperation within the group

bull Competition should be based on whether winning the conflict is beneficial to individuals or the group

Accommodation

A strategy for resolving immediate needs

bull Contains an element of self-sacrifice - The issue is more important to the other party - You discover that you were wrong - Preserving harmony is important

bull Accommodation emphasizes common interests and deemphasizes differences in the group

Compromise

A strategy for finding an expedient solution

bull Resolution is mutually acceptable for all parties - A temporary settlement for complex issues - Group goals outweigh assertive strategies - Individuals of equal status are equally committed

bull Compromise works towards partially satisfying both parties but each party must honor the resolution for continued satisfaction

Collaboration

A strategy that fully satisfies both parties

bull Encourages teamwork and cooperation - There must be a high level of trust - A need to gain commitment from others - A need to work through hard feelings

bull The best decisions are made with collaboration giventhe presence of trust respect and communicationamong group members

Three Assumptions in Disagreement

bull Lose-Lose everyone loses when people try to work out their disagreements

bull Win-Lose someone wins and someone loses the best that can be hoped for in disagreements

bull Win-Win everyone can win

High

Low

High

You

Others

LoseLose

Win WinWin Lose

Lose Win

Outcome of Conflict

AS

SE

RT

IVE

NE

SS

COOPERATIVENESS

Compete Collaborate

Avoid Accommodate

Compromise

Low

High

High

Modes of Handling Conflict

Dysfunctional Consequences

bullWhen it keeps people from getting work done

bull When it threatens the relationship destroys confidence and trust

bull When it becomes personal feelings are hurt

bull When it dictates conformity people are forced to a decision

Functional Consequences

bull When it increases the involvement of people

bull When it leads to growth

bull When relationships are clearly defined

bull When it provides an outlet for stress anxiety frustration anger

bull When it leads to cohesion within the group

Wilsonrsquos Method of Conflict Management

1 Evaluate interpersonally know and understand the conflict

2 Define interpersonally share feelings and perceptions publicly

3 Identify shared goals this may mean developing some ideas about both parties would like to have as a result

4 Generate possible resolutions develop a list of all possible ways the differences can be resolved

5 Weigh the resolutions against the goals find out how well each of the possible resolutions satisfy or meet the goal or goals generated in step 3

6 Select best solution identify which among the alternatives is the best most satisfying and agreeable one

7 Evaluate resolution when the resolution has been put into place or acted upon ascertain whether it had its intended effect

Conclusion Conflict Management

bull Individual worth and integrity remain intact or are preserved

bull Unreal assumptions are filtered out and replaced with reality centered and agreed upon ones

bull Goal setting becomes realistic and futuristic

bull Action steps for what was decided are clearlyoutlined and agreed upon

Hints for Conflict management

bull Focus on positive outcomes

bull One issue at a time

bull Review previous issues

bull Choose correct timing

bull Avoid inclusive words

bull Agree to disagree

bull Donrsquot insist on being right

THANK YOU

• CONFLICT MANAGEMENT

Accommodation

A strategy for resolving immediate needs

bull Contains an element of self-sacrifice - The issue is more important to the other party - You discover that you were wrong - Preserving harmony is important

bull Accommodation emphasizes common interests and deemphasizes differences in the group

Compromise

A strategy for finding an expedient solution

bull Resolution is mutually acceptable for all parties - A temporary settlement for complex issues - Group goals outweigh assertive strategies - Individuals of equal status are equally committed

bull Compromise works towards partially satisfying both parties but each party must honor the resolution for continued satisfaction

Collaboration

A strategy that fully satisfies both parties

bull Encourages teamwork and cooperation - There must be a high level of trust - A need to gain commitment from others - A need to work through hard feelings

bull The best decisions are made with collaboration giventhe presence of trust respect and communicationamong group members

Three Assumptions in Disagreement

bull Lose-Lose everyone loses when people try to work out their disagreements

bull Win-Lose someone wins and someone loses the best that can be hoped for in disagreements

bull Win-Win everyone can win

High

Low

High

You

Others

LoseLose

Win WinWin Lose

Lose Win

Outcome of Conflict

AS

SE

RT

IVE

NE

SS

COOPERATIVENESS

Compete Collaborate

Avoid Accommodate

Compromise

Low

High

High

Modes of Handling Conflict

Dysfunctional Consequences

bullWhen it keeps people from getting work done

bull When it threatens the relationship destroys confidence and trust

bull When it becomes personal feelings are hurt

bull When it dictates conformity people are forced to a decision

Functional Consequences

bull When it increases the involvement of people

bull When it leads to growth

bull When relationships are clearly defined

bull When it provides an outlet for stress anxiety frustration anger

bull When it leads to cohesion within the group

Wilsonrsquos Method of Conflict Management

1 Evaluate interpersonally know and understand the conflict

2 Define interpersonally share feelings and perceptions publicly

3 Identify shared goals this may mean developing some ideas about both parties would like to have as a result

4 Generate possible resolutions develop a list of all possible ways the differences can be resolved

5 Weigh the resolutions against the goals find out how well each of the possible resolutions satisfy or meet the goal or goals generated in step 3

6 Select best solution identify which among the alternatives is the best most satisfying and agreeable one

7 Evaluate resolution when the resolution has been put into place or acted upon ascertain whether it had its intended effect

Conclusion Conflict Management

bull Individual worth and integrity remain intact or are preserved

bull Unreal assumptions are filtered out and replaced with reality centered and agreed upon ones

bull Goal setting becomes realistic and futuristic

bull Action steps for what was decided are clearlyoutlined and agreed upon

Hints for Conflict management

bull Focus on positive outcomes

bull One issue at a time

bull Review previous issues

bull Choose correct timing

bull Avoid inclusive words

bull Agree to disagree

bull Donrsquot insist on being right

THANK YOU

• CONFLICT MANAGEMENT

Compromise

A strategy for finding an expedient solution

bull Resolution is mutually acceptable for all parties - A temporary settlement for complex issues - Group goals outweigh assertive strategies - Individuals of equal status are equally committed

bull Compromise works towards partially satisfying both parties but each party must honor the resolution for continued satisfaction

Collaboration

A strategy that fully satisfies both parties

bull Encourages teamwork and cooperation - There must be a high level of trust - A need to gain commitment from others - A need to work through hard feelings

bull The best decisions are made with collaboration giventhe presence of trust respect and communicationamong group members

Three Assumptions in Disagreement

bull Lose-Lose everyone loses when people try to work out their disagreements

bull Win-Lose someone wins and someone loses the best that can be hoped for in disagreements

bull Win-Win everyone can win

High

Low

High

You

Others

LoseLose

Win WinWin Lose

Lose Win

Outcome of Conflict

AS

SE

RT

IVE

NE

SS

COOPERATIVENESS

Compete Collaborate

Avoid Accommodate

Compromise

Low

High

High

Modes of Handling Conflict

Dysfunctional Consequences

bullWhen it keeps people from getting work done

bull When it threatens the relationship destroys confidence and trust

bull When it becomes personal feelings are hurt

bull When it dictates conformity people are forced to a decision

Functional Consequences

bull When it increases the involvement of people

bull When it leads to growth

bull When relationships are clearly defined

bull When it provides an outlet for stress anxiety frustration anger

bull When it leads to cohesion within the group

Wilsonrsquos Method of Conflict Management

1 Evaluate interpersonally know and understand the conflict

2 Define interpersonally share feelings and perceptions publicly

3 Identify shared goals this may mean developing some ideas about both parties would like to have as a result

4 Generate possible resolutions develop a list of all possible ways the differences can be resolved

5 Weigh the resolutions against the goals find out how well each of the possible resolutions satisfy or meet the goal or goals generated in step 3

6 Select best solution identify which among the alternatives is the best most satisfying and agreeable one

7 Evaluate resolution when the resolution has been put into place or acted upon ascertain whether it had its intended effect

Conclusion Conflict Management

bull Individual worth and integrity remain intact or are preserved

bull Unreal assumptions are filtered out and replaced with reality centered and agreed upon ones

bull Goal setting becomes realistic and futuristic

bull Action steps for what was decided are clearlyoutlined and agreed upon

Hints for Conflict management

bull Focus on positive outcomes

bull One issue at a time

bull Review previous issues

bull Choose correct timing

bull Avoid inclusive words

bull Agree to disagree

bull Donrsquot insist on being right

THANK YOU

• CONFLICT MANAGEMENT

Collaboration

A strategy that fully satisfies both parties

bull Encourages teamwork and cooperation - There must be a high level of trust - A need to gain commitment from others - A need to work through hard feelings

bull The best decisions are made with collaboration giventhe presence of trust respect and communicationamong group members

Three Assumptions in Disagreement

bull Lose-Lose everyone loses when people try to work out their disagreements

bull Win-Lose someone wins and someone loses the best that can be hoped for in disagreements

bull Win-Win everyone can win

High

Low

High

You

Others

LoseLose

Win WinWin Lose

Lose Win

Outcome of Conflict

AS

SE

RT

IVE

NE

SS

COOPERATIVENESS

Compete Collaborate

Avoid Accommodate

Compromise

Low

High

High

Modes of Handling Conflict

Dysfunctional Consequences

bullWhen it keeps people from getting work done

bull When it threatens the relationship destroys confidence and trust

bull When it becomes personal feelings are hurt

bull When it dictates conformity people are forced to a decision

Functional Consequences

bull When it increases the involvement of people

bull When it leads to growth

bull When relationships are clearly defined

bull When it provides an outlet for stress anxiety frustration anger

bull When it leads to cohesion within the group

Wilsonrsquos Method of Conflict Management

1 Evaluate interpersonally know and understand the conflict

2 Define interpersonally share feelings and perceptions publicly

3 Identify shared goals this may mean developing some ideas about both parties would like to have as a result

4 Generate possible resolutions develop a list of all possible ways the differences can be resolved

5 Weigh the resolutions against the goals find out how well each of the possible resolutions satisfy or meet the goal or goals generated in step 3

6 Select best solution identify which among the alternatives is the best most satisfying and agreeable one

7 Evaluate resolution when the resolution has been put into place or acted upon ascertain whether it had its intended effect

Conclusion Conflict Management

bull Individual worth and integrity remain intact or are preserved

bull Unreal assumptions are filtered out and replaced with reality centered and agreed upon ones

bull Goal setting becomes realistic and futuristic

bull Action steps for what was decided are clearlyoutlined and agreed upon

Hints for Conflict management

bull Focus on positive outcomes

bull One issue at a time

bull Review previous issues

bull Choose correct timing

bull Avoid inclusive words

bull Agree to disagree

bull Donrsquot insist on being right

THANK YOU

• CONFLICT MANAGEMENT

Three Assumptions in Disagreement

bull Lose-Lose everyone loses when people try to work out their disagreements

bull Win-Lose someone wins and someone loses the best that can be hoped for in disagreements

bull Win-Win everyone can win

High

Low

High

You

Others

LoseLose

Win WinWin Lose

Lose Win

Outcome of Conflict

AS

SE

RT

IVE

NE

SS

COOPERATIVENESS

Compete Collaborate

Avoid Accommodate

Compromise

Low

High

High

Modes of Handling Conflict

Dysfunctional Consequences

bullWhen it keeps people from getting work done

bull When it threatens the relationship destroys confidence and trust

bull When it becomes personal feelings are hurt

bull When it dictates conformity people are forced to a decision

Functional Consequences

bull When it increases the involvement of people

bull When it leads to growth

bull When relationships are clearly defined

bull When it provides an outlet for stress anxiety frustration anger

bull When it leads to cohesion within the group

Wilsonrsquos Method of Conflict Management

1 Evaluate interpersonally know and understand the conflict

2 Define interpersonally share feelings and perceptions publicly

3 Identify shared goals this may mean developing some ideas about both parties would like to have as a result

4 Generate possible resolutions develop a list of all possible ways the differences can be resolved

5 Weigh the resolutions against the goals find out how well each of the possible resolutions satisfy or meet the goal or goals generated in step 3

6 Select best solution identify which among the alternatives is the best most satisfying and agreeable one

7 Evaluate resolution when the resolution has been put into place or acted upon ascertain whether it had its intended effect

Conclusion Conflict Management

bull Individual worth and integrity remain intact or are preserved

bull Unreal assumptions are filtered out and replaced with reality centered and agreed upon ones

bull Goal setting becomes realistic and futuristic

bull Action steps for what was decided are clearlyoutlined and agreed upon

Hints for Conflict management

bull Focus on positive outcomes

bull One issue at a time

bull Review previous issues

bull Choose correct timing

bull Avoid inclusive words

bull Agree to disagree

bull Donrsquot insist on being right

THANK YOU

• CONFLICT MANAGEMENT

High

Low

High

You

Others

LoseLose

Win WinWin Lose

Lose Win

Outcome of Conflict

AS

SE

RT

IVE

NE

SS

COOPERATIVENESS

Compete Collaborate

Avoid Accommodate

Compromise

Low

High

High

Modes of Handling Conflict

Dysfunctional Consequences

bullWhen it keeps people from getting work done

bull When it threatens the relationship destroys confidence and trust

bull When it becomes personal feelings are hurt

bull When it dictates conformity people are forced to a decision

Functional Consequences

bull When it increases the involvement of people

bull When it leads to growth

bull When relationships are clearly defined

bull When it provides an outlet for stress anxiety frustration anger

bull When it leads to cohesion within the group

Wilsonrsquos Method of Conflict Management

1 Evaluate interpersonally know and understand the conflict

2 Define interpersonally share feelings and perceptions publicly

3 Identify shared goals this may mean developing some ideas about both parties would like to have as a result

4 Generate possible resolutions develop a list of all possible ways the differences can be resolved

5 Weigh the resolutions against the goals find out how well each of the possible resolutions satisfy or meet the goal or goals generated in step 3

6 Select best solution identify which among the alternatives is the best most satisfying and agreeable one

7 Evaluate resolution when the resolution has been put into place or acted upon ascertain whether it had its intended effect

Conclusion Conflict Management

bull Individual worth and integrity remain intact or are preserved

bull Unreal assumptions are filtered out and replaced with reality centered and agreed upon ones

bull Goal setting becomes realistic and futuristic

bull Action steps for what was decided are clearlyoutlined and agreed upon

Hints for Conflict management

bull Focus on positive outcomes

bull One issue at a time

bull Review previous issues

bull Choose correct timing

bull Avoid inclusive words

bull Agree to disagree

bull Donrsquot insist on being right

THANK YOU

• CONFLICT MANAGEMENT

AS

SE

RT

IVE

NE

SS

COOPERATIVENESS

Compete Collaborate

Avoid Accommodate

Compromise

Low

High

High

Modes of Handling Conflict

Dysfunctional Consequences

bullWhen it keeps people from getting work done

bull When it threatens the relationship destroys confidence and trust

bull When it becomes personal feelings are hurt

bull When it dictates conformity people are forced to a decision

Functional Consequences

bull When it increases the involvement of people

bull When it leads to growth

bull When relationships are clearly defined

bull When it provides an outlet for stress anxiety frustration anger

bull When it leads to cohesion within the group

Wilsonrsquos Method of Conflict Management

1 Evaluate interpersonally know and understand the conflict

2 Define interpersonally share feelings and perceptions publicly

3 Identify shared goals this may mean developing some ideas about both parties would like to have as a result

4 Generate possible resolutions develop a list of all possible ways the differences can be resolved

5 Weigh the resolutions against the goals find out how well each of the possible resolutions satisfy or meet the goal or goals generated in step 3

6 Select best solution identify which among the alternatives is the best most satisfying and agreeable one

7 Evaluate resolution when the resolution has been put into place or acted upon ascertain whether it had its intended effect

Conclusion Conflict Management

bull Individual worth and integrity remain intact or are preserved

bull Unreal assumptions are filtered out and replaced with reality centered and agreed upon ones

bull Goal setting becomes realistic and futuristic

bull Action steps for what was decided are clearlyoutlined and agreed upon

Hints for Conflict management

bull Focus on positive outcomes

bull One issue at a time

bull Review previous issues

bull Choose correct timing

bull Avoid inclusive words

bull Agree to disagree

bull Donrsquot insist on being right

THANK YOU

• CONFLICT MANAGEMENT

Dysfunctional Consequences

bullWhen it keeps people from getting work done

bull When it threatens the relationship destroys confidence and trust

bull When it becomes personal feelings are hurt

bull When it dictates conformity people are forced to a decision

Functional Consequences

bull When it increases the involvement of people

bull When it leads to growth

bull When relationships are clearly defined

bull When it provides an outlet for stress anxiety frustration anger

bull When it leads to cohesion within the group

Wilsonrsquos Method of Conflict Management

1 Evaluate interpersonally know and understand the conflict

2 Define interpersonally share feelings and perceptions publicly

3 Identify shared goals this may mean developing some ideas about both parties would like to have as a result

4 Generate possible resolutions develop a list of all possible ways the differences can be resolved

5 Weigh the resolutions against the goals find out how well each of the possible resolutions satisfy or meet the goal or goals generated in step 3

6 Select best solution identify which among the alternatives is the best most satisfying and agreeable one

7 Evaluate resolution when the resolution has been put into place or acted upon ascertain whether it had its intended effect

Conclusion Conflict Management

bull Individual worth and integrity remain intact or are preserved

bull Unreal assumptions are filtered out and replaced with reality centered and agreed upon ones

bull Goal setting becomes realistic and futuristic

bull Action steps for what was decided are clearlyoutlined and agreed upon

Hints for Conflict management

bull Focus on positive outcomes

bull One issue at a time

bull Review previous issues

bull Choose correct timing

bull Avoid inclusive words

bull Agree to disagree

bull Donrsquot insist on being right

THANK YOU

• CONFLICT MANAGEMENT

Functional Consequences

bull When it increases the involvement of people

bull When it leads to growth

bull When relationships are clearly defined

bull When it provides an outlet for stress anxiety frustration anger

bull When it leads to cohesion within the group

Wilsonrsquos Method of Conflict Management

1 Evaluate interpersonally know and understand the conflict

2 Define interpersonally share feelings and perceptions publicly

3 Identify shared goals this may mean developing some ideas about both parties would like to have as a result

4 Generate possible resolutions develop a list of all possible ways the differences can be resolved

5 Weigh the resolutions against the goals find out how well each of the possible resolutions satisfy or meet the goal or goals generated in step 3

6 Select best solution identify which among the alternatives is the best most satisfying and agreeable one

7 Evaluate resolution when the resolution has been put into place or acted upon ascertain whether it had its intended effect

Conclusion Conflict Management

bull Individual worth and integrity remain intact or are preserved

bull Unreal assumptions are filtered out and replaced with reality centered and agreed upon ones

bull Goal setting becomes realistic and futuristic

bull Action steps for what was decided are clearlyoutlined and agreed upon

Hints for Conflict management

bull Focus on positive outcomes

bull One issue at a time

bull Review previous issues

bull Choose correct timing

bull Avoid inclusive words

bull Agree to disagree

bull Donrsquot insist on being right

THANK YOU

• CONFLICT MANAGEMENT

Wilsonrsquos Method of Conflict Management

1 Evaluate interpersonally know and understand the conflict

2 Define interpersonally share feelings and perceptions publicly

3 Identify shared goals this may mean developing some ideas about both parties would like to have as a result

4 Generate possible resolutions develop a list of all possible ways the differences can be resolved

5 Weigh the resolutions against the goals find out how well each of the possible resolutions satisfy or meet the goal or goals generated in step 3

6 Select best solution identify which among the alternatives is the best most satisfying and agreeable one

7 Evaluate resolution when the resolution has been put into place or acted upon ascertain whether it had its intended effect

Conclusion Conflict Management

bull Individual worth and integrity remain intact or are preserved

bull Unreal assumptions are filtered out and replaced with reality centered and agreed upon ones

bull Goal setting becomes realistic and futuristic

bull Action steps for what was decided are clearlyoutlined and agreed upon

Hints for Conflict management

bull Focus on positive outcomes

bull One issue at a time

bull Review previous issues

bull Choose correct timing

bull Avoid inclusive words

bull Agree to disagree

bull Donrsquot insist on being right

THANK YOU

• CONFLICT MANAGEMENT

5 Weigh the resolutions against the goals find out how well each of the possible resolutions satisfy or meet the goal or goals generated in step 3

6 Select best solution identify which among the alternatives is the best most satisfying and agreeable one

7 Evaluate resolution when the resolution has been put into place or acted upon ascertain whether it had its intended effect

Conclusion Conflict Management

bull Individual worth and integrity remain intact or are preserved

bull Unreal assumptions are filtered out and replaced with reality centered and agreed upon ones

bull Goal setting becomes realistic and futuristic

bull Action steps for what was decided are clearlyoutlined and agreed upon

Hints for Conflict management

bull Focus on positive outcomes

bull One issue at a time

bull Review previous issues

bull Choose correct timing

bull Avoid inclusive words

bull Agree to disagree

bull Donrsquot insist on being right

THANK YOU

• CONFLICT MANAGEMENT

Conclusion Conflict Management

bull Individual worth and integrity remain intact or are preserved

bull Unreal assumptions are filtered out and replaced with reality centered and agreed upon ones

bull Goal setting becomes realistic and futuristic

bull Action steps for what was decided are clearlyoutlined and agreed upon

Hints for Conflict management

bull Focus on positive outcomes

bull One issue at a time

bull Review previous issues

bull Choose correct timing

bull Avoid inclusive words

bull Agree to disagree

bull Donrsquot insist on being right

THANK YOU

• CONFLICT MANAGEMENT

Hints for Conflict management

bull Focus on positive outcomes

bull One issue at a time

bull Review previous issues

bull Choose correct timing

bull Avoid inclusive words

bull Agree to disagree

bull Donrsquot insist on being right

THANK YOU

• CONFLICT MANAGEMENT

THANK YOU

• CONFLICT MANAGEMENT

• CONFLICT MANAGEMENT