Conflict Management Dr. Ghaiath M. Abas, MBBS FMOH-DGHPD.

Conflict Management

Dr. Ghaiath M. Abas, MBBSFMOH-DGHPD

Conflict Management, July 2006 Dr. Ghaiath M. Abas, FMOH/DGHPD

Conflict

“You have to transform the conflict, not let it explode into violence nor suppress it”.

"Gandhi: “Give the conflict back to the people - they

are the best ones to solve it”

Niels Christie:


In this presentation

Conflict philosophy definition of conflict The differences between "competition" and

"conflict" Common causes of conflict How to identify signs and stages of conflict How to manage and resolve conflict

situations Conflict prevention


Conflict philosophy:

Conflicts exist always, and everywhere Conflicts are a socially constructed reality The destructive element of a conflict is not

inevitable


What’s Conflict?

Conflicts are disagreements between two (or more) individuals that create tension in one or more individuals


"competition" or "conflict”?

"Competition" usually brings out the best in people, as they strive to be top in their field, whether in sport, community affairs, politics or work.

When competition becomes unfriendly or bitter, though, conflict can begin - and this can bring out the worst in people


Common causes of conflict

scarcity of resources (finance, equipment, facilities, etc)

different attitudes, values or perceptions disagreements about needs, goals, priorities and

interests poor communication poor or inadequate organisational structure lack of teamwork lack of clarity in roles and responsibilities


Conflicts come in three main types:

• intrapersonal

•Interpersonal

•Iinter-group

Each of the three conflict types builds upon one another to create the final problem


Conflict between individual

People have differing styles of communication, ambitions, political or religious views and different cultural backgrounds


Conflict between groups of people

Whenever people form groups, they tend to emphasise the things that make their group "better than" or "different from" other groups


Conflict within a group of people

Even within one organisation or team, conflict can arise from the individual differences or ambitions mentioned earlier; or from rivalry between sub-groups or factions.


Team development stages

Forming

Storming

Norming

Performing

Closing


Factors influencing team building/effectiveness

Task

Individual Team


"Disputes of right" and "disputes of interest“…

"disputes of right", where people or groups are entitled by law, by contract, by previous agreement or by established practice to certain rights.

A dispute of rights is, therefore, usually settled by legal decision or arbitration and not by negotiation


"Disputes of right" and "disputes of interest“…cont.

"disputes of interest", where the conflict may be a matter of opinion, such as where a person or group is entitled to some resources or privileges (such as access to property, better working conditions, etc).

Because there is no established law or right, a dispute of interest will usually be solved through collective bargaining or negotiation


Signs of conflict between individuals colleagues not speaking to each other or

ignoring each other contradicting and bad-mouthing one

another deliberately undermining or not co-

operating with each other, to the downfall of the team


Signs of conflict between groups of people

cliques or factions meeting to discuss issues separately, when they affect the whole organisation

one group being left out of organising an event which should include everybody

groups using threatening slogans or symbols to show that their group is right and the others are wrong


The four steps to conflict resolution


How to manage and resolve conflict situations?

Collective bargainingCollective bargaining:: it is necessary to have agreed

mechanisms to collectively discuss and resolve issues

that this is far better than avoidance or withdrawal, and puts democratic processes in place to achieve "integrative problem solving"


How to manage and resolve conflict situations…cont.

ConciliationConciliation "the act of procuring good will or inducing

a friendly feeling" This is usually attempted before the more

serious step of a strike by workers or a lock-out by management is taken


GROUND RULES FOR EFFECTIVE CONFLICT RESOLUTION

Keep interactions respectful, even when feeling frustrated or hurt.

Maintain emotional control, even when feeling angry.

Keep interactions on "hot topics" within a structured process.

Using formalized process, e.g. a planned negotiation, or mediation

Show a willingness to understand. If others feel understood and acknowledged, they are more likely to collaborate


GROUND RULES FOR EFFECTIVE CONFLICT RESOLUTION

Communicate honestly and openly. Be as objective as possible. Avoid speculation,

rumors, and assumptions. Express concerns in a constructive manner. Focus on future solutions rather than past

blame. Look for solutions that meet everyone's needs;

find common ground or shared interests.


Conflict prevention

Avoid confrontation sometimes Force your opinion sometimes in order to move

forward Bend off sometimes Compromise Assess level of satisfaction in the group with a

decision Put your self in others place Be including – as for other peoples input


Conflict prevention…cont.

Listen actively Let people finish talking – don’t interrupt Be respectful to other people and other opinions Be aware of your body language – what are you

signalling Demonstrate good will Have a positive attitude Be flexible Give constructive critic / feedback


Ways to hurt people:

Refuse to listen Refuse to realise that the other has more

information to base her opinion on than you Rude or aggressive behaviour leading to a “fight

or flight” situation Intentional attempts to hurt, blame, threaten,

mock or otherwise offend


References & Suggested Readings

Presentation on Conflict Management. CBS by Dr. Maysoon Altigani.

http://www.crnhq.org/ http://www.ohrd.wisc.edu/onlinetraining/resolutio

n/index.asp http://www.conflictresolution.com/


THANKS FOR YOUR TIME AND ATTENTION

Any Questions Please!

Conflict Management Dr. Ghaiath M. Abas, MBBS FMOH-DGHPD.

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