Conflict Management

Presented by:Sujata Karki Sita Maharjan

Some Assumption

Conflict is abnormal All conflict is harmful and must be

avoided Conflict is the result of personal

pathology. Anger is the main emotion in conflict.

Facts about conflicts

Conflicts is normal People have choices in how they respond

to conflicts People can solve their own conflict We all contribute to our conflicts

consciously or unconsciously Reconciliation is possible in a wide range

of situations

Conflict

Definition: Conflict is a result of opposing thoughts, ideas, feelings, perceptions, behaviors, values, opinions, or actions between individual.

It is an inevitable part of professional, social, and personal life that can result in both constructive or destructive consequences.

( Marquis & Huston, 2009)

Common Causes of Conflict

Poor communication Inadequately defined organizational

structure Individual behavior ( disagreements

based on differences of temperament or attitudes, beliefs, or values)

Unclear expectations Operational or staffing changes Diversity in gender, culture, or age ( cios.org)

Consequences of Conflict

1. Constructive

2. Destructive

Categories of Conflict

Intrapersonal: Occurs within the person

Categories Cont..

Interpersonal: Occurs between two or more people, each having different values, goals, and beliefs

Categories Cont..

Intergroup: Occurs between two or more groups of people, departments, or organizations

Conflict Resolution Strategies

Conflict Resolution Strategies

“ I prefer that we

both win”

“ I avoid dealing with my enemy”

“ It’s really ok for me to lose”

“ I am fine winning

sometimes and also losing

sometimes”

“” I always have to

win”

Conflict Resolution Strategies

Collaboration

Avoidance

AccommodationCompromise

Competition

Conflict Management Strategies

Compromise (Zebra)

(Negotiate)“ I win,

Sometime I Lose”

Competition (Lion)

( Aggression and Fight)

“ I win, You lose”

Accommodation(Self-

Sacrifice)“ You Win, I

Lose”

Avoidance ( Turtle)

(Passivity/Withdrawal

)“ I don’t

care

Collaboration

( Dolphin)(Mutuality)“ I win, you

win”

How do we respond to conflict

Emotional response Cognitive response Physical response

Negotiation

Relationship focus:Relationship Focus1. Focus on behaviors and issues 2. Choose well intentioned effort 3. Maintain a fair, respectful communication style with careful listening 4.  Expect and accept another’s right to disagree 5.   Honor the value of disagreementIssue focus:

Issue FocusRelationship Focus1. Focus on behaviors and issues 2. Choose well intentioned effort 3. Maintain a fair, respectful communication style with careful listening 4.  Expect and accept another’s right to disagree 5.   Honor the value of disagreement.

Issue Focus. 1. Identify and define the conflict in specific terms2. Generate alternative solutions 3. Select “best” course of action 4.     Implement a plan of action5. Follow-up to evaluate the solutions

Alternative Dispute Resolution

Mediation Fact Finding Arbitration Ombudspersons ( Marquis & Huston, 2009)

Nursing Implication in Conflict Management

Listening behavior Conduct positive rapport ( asking

questions) Control of negative verbal and nonverbal

characteristics ( facial expression, emotions, language)

Being open minded Be honest

References

CIOS. (2009). The Nature of Conflict. Retrieved September 24, 2009 from Communication Institute for Online Scholarship:

http://www.cios.org/encyclopedia/conflict/Cnature1.htm

Kantek, F., & Gezer, N. (2009). Conflict in school: Student nurses’ conflict management styles. Nurse Education Today, 29, 100-107.

Marquis, B.L. & Huston, J.H. (2009). Managing conflict. In Leadership Roles and management Functions in Nursing (p. 487-511. USA : Wolters Kluwer Health| Lippincott Williams & Wilkins Inc.

Sui,H., M., Spence Laschinger, H.K., & Finegan, J. (2008). Nursing professional practice environments: settings the stage for constructive conflict resolution and work effectiveness. The Journal of Nursing Administration 38, 250-257. doi: 10.1097/01.NNA.0000312772

Boone, B.N., King, M.L., Gresham, L.S., Wahl, P., & Suh, E. (2008). Conflict management training and nurse-physician collaborative behaviors. Journal of Nurses in staff development, 24, 168-175. doi:10.1097/01.0000320670.56415.91

Activity

Group Activity

Literature

Article discussion

Thanks a lot!!!!!