Resolving Conflict and Dealing with Difficult People

Views of ConflictTraditional view: a clash between

incompatible people, ideas, or interestsNew view: an opportunity for personal

growth

Finding the Root of Conflict

Organizational ChangeMost organizations have tension between

stability and change

Ineffective CommunicationWhen different people work closely

together, communication breakdowns are inevitable

For a misunderstanding…For true disagreements…

Value and Culture ClashesConflict may be due to value differences

between individuals

Work Policies and PracticesConflict may happen when…

Adversarial ManagementConflict can occur when managers view

employees and other managers with distrust and suspicion

Competition for Scarce ResourcesDownsizing and cost cutting can lead to

destructive competition for scarce resources

Personality ClashesSome people just don’t like each other

Resolving Conflict AssertivelyConflict is often uncomfortableNonassertive behavior ignores the problemAggressive behavior violates the rights of

others

Figure 13.1 - Dealing with PeopleYou Can't Stand

How to Become More AssertiveYou can learn to express wants, dislikes and

feelings in a clear and direct manner without threatening or attacking others

Learn to Negotiate Effectively

The Win/Lose StrategyAttempts to achieve goals at the expense of

others

The Lose/Lose StrategyBoth parties give up something and may feel

frustrated

The Win/Win StrategyWork toward a mutually satisfying solution

Figure 13.2 - Top Negotiating Tips

Beware of Defensive Behaviors

Know that Negotiating (Behavior) Styles Vary

Figure 13.3 - Behavioral Styles for Conflict Situations

Negotiating Styles VaryAvoidance style

Uncooperative/Nonassertive

Accommodating styleCooperative/Nonassertive

Win/lose style Uncooperative/Aggressive

Negotiating Styles VaryProblem-solving style

Assertive/CooperativeCompromising style

Moderately assertive/Moderately cooperative

Conflict Resolution ProcessStep 1: Decide whether you have a

misunderstanding or a true disagreement

Step 2: Define the problem and collect facts

Step 3: Clarify perceptions

Step 4: Generate options for mutual gain

Step 5: Implement options with integrity

Labor Unions in Conflict Resolution

Collective Bargaining