Conflict Management

ObjectivesWhat is Conflict?Causes of ConflictCosts of Conflict to a CompanyTypes of Conflict ManagementCollaboration = ResolutionWin Win

Competing differences between two or more people.These differences are often caused by struggles over goals, motives, values, ideas and resources.What is Conflict?

Poor communication. Misunderstandings (Path of Meaning). Both parties believe they are right. Not being able to admit to being wrong. Getting backed into a corner.Other Causes of Conflict?

Stress, frustration, and anxietyLoss of sleepStrained relationshipsGrievances and litigationEmployee turnoverLoss of productivityIncreased client complaintsAbsenteeismSabotageInjury and accidentsDisability claimsSick leave

How do you resolve conflict?

Competing/Fighting?Accommodating/Yielding?Avoiding?Collaborating?CompromiseResolutions

Competing/FightingDissension Escalation of ContentionLoss of ProductivityI Win / You Lose

Accommodating/YieldingYielding party always losesYielding party may stop caringLoss of productivityI Lose / You Win

AvoidingWeakens inter-shop relationshipsJustifies situation, does not resolveLoss of productivityI Lose / You Lose

CollaboratingStrengthens relationshipsResolves situationIncreases productivityI Win / You Win

CollaborationConfronting our conflicts requires us to:Expose ourselves to potential ridicule and rejection. Recognize we may have contributed to the problem. Be willing to change. Use effective dialogue.

CollaborationFacilitate the process by using a mediator to:Understand each participants perspective through a pre-counseling session. Set ground rules for improved communication. Coach participants through the counseling. Equalize power.Help participants plan for future interaction.

Assertive as "confidently aggressive or self-confident; positive: aggressive. Aggressive is defined as "vigorously energetic, especially in the use of initiative and forcefulness". Being aggressive and being assertive are often confused because of different points of view. Being assertive can be healthy and positive, but being aggressive definitely is not.

Conflict ManagementConflict handled properly through collaboration allows us to confront conflict positively and constructively, and provides for a resolution that is not only successful, but also effective. This method ensures the conflict will end with a true win-win resolution!