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1
Conflict Defined
Cold Conflict functional little to no emotion builds consensus enhances relationships
Hot Conflict dysfunctional much emotion destroys relationships
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Factors Influencing Hot Conflict
Attitudes Control imbalance Outcome importance Perceptions of:
interdependence different goals being kept from goals
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The Conflict Process
Analysis Frustration Conceptualization Behavior Other’s reactions Outcome
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Consequences of Conflict
Decreased productivity Low morale Absenteeism Stress Turnover Law suits Violence
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Types of Conflict
Interpersonal
Individual - Group
Group - Group
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Sources of ConflictHidden
Fear Embarrassment Distrust Hurt Anger Uncertainty
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Sources of ConflictSurface
Interdependence Jurisdictional Ambiguity Communication Culture and Value Difficult Personalities
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Types of Difficult People Aggressive
Tank Grenade Sniper Know-it-all “No” person Whiner
Passive “Yes” person Bump-on-a-log ‘Round-to-it
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Angry Customers
Aggressive Behaviors Warriors Unloaders Child Blamer Gunny Sacker
Passive Behaviors Survivalists Guiltmakers Pretenders
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Handling Diversity Disputes
Increase scope of diagnoses Validate the other groups’ culture and
viewpoint Encourage workplace diversity Identify power and control imbalances and
redistribute where appropriate
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Individual Differences in Dealing with Conflict
Personality traits versus learned behavior
Relationship of disputing parties
Gender differences Past conflict experiences Conflict response style
Conflict Response StylesThe Sage
Problem-solver
Win/Win orientation
Cooperative problem solving
Emphasis on preserving relationship and meeting own goals as well as that of others
Conflict Response StylesThe Diplomat
Goal-oriented
Compromising orientation
- provide evidence
- persuasion
Emphases on relationship and each other’s goals
Conflict Response StylesThe Ostrich
Avoidance
Withdrawal orientation
- quit
- complaining to others
Over-emphasis is on preserving relationship
Conflict Response StylesThe Philanthropist
Accommodating
- smoothing and
conciliation
High concern for satisfying needs of others
Conflict Response StylesThe Warrior
Win/Lose orientation
- winning at all costs
Potential problem creator
Focus on own goals
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Conflict Management StagesStage 1: Analysis
Determine best strategy to use Dictation Arbitration Mediation Negotiation
Identify all sources of conflict
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Conflict Management StagesStage 1: Analysis
Dictation is best when: parties are irrational no trust exists too angry to be realistic have mental health issues alcohol or drugs are involved when violent behavior is potential parties have poor communication
skills there are time constraints
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Conflict Management StagesStage 1: Analysis
Mediation and negotiation are best when: parties are rational parties want to work out a solution
together some trust still exists there are no time constraints
Arbitration same as mediation but use when
parties get stuck during mediation
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Ury Negotiation Model
Don’t react Don’t argue Don’t reject Don’t push Minimize escalation
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Conflict Management Stages
Stage 2: Confrontation Story telling
Stage 3: Resolution Problem and sources have
been identified Alternative resolutions are
brainstormed Mutually agreeable solution
chosen Agreement to monitor
changes in the future
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Summary of ConflictManagement Stages
Stage 1: Analysis Decide strategy
dictation arbitration mediation/negotiation
Identify all conflict sources
Stage 2: Confrontation Storytelling
Stage 3: Resolution Brainstorm solutions Choose solution Agree to
monitor/change
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Managing Workplace ConflictInterpersonal Communication Techniques
Active listening Reflecting Empathy Questioning Highlight common goals Creating trust Inquiring silence
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Managing Workplace ConflictActive Listening Means
Using nonverbal gestures to let employees
know their concerns are being heard. eye contact head nodding
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Managing Workplace ConflictReflecting Means
Seeking clarification through paraphrasing of what each individual has said.
Open-ended vs. closed-ended questions
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Managing Workplace ConflictCommunication Reminders
Use “I” rather than “you” Focus on behaviors, not personality Give clear and specific examples Explain impact of inappropriate behaviors on
others
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Dealing with Difficult People Direct Intervention
address behavior explain impact of behavior on
others Indirect Intervention
positive feedback when appropriate behavior is used
Direct Coping separate difficult employee from
others Indirect Coping
provide training to others on dealing with difficult personality
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Effectiveness of TechniquesDepends on:
Disputing parties’ communication skills Conflict perspective Power distribution Personal accountability
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Preventing Workplace Conflict
Well-written job descriptions Unambiguous policies Clarification of roles and
expectations Training on new policies Conflict management training For teams, clarification of
levels of authority
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Managing Workplace ConflictSteps for Mediation
Step 1: Stabilize the setting greet parties use interpersonal communication techniques confirm neutrality
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Managing Workplace ConflictSteps for Mediation
Step 2: Help disputants communicate both parties tell their side without interruption clarify unclear issues summarize main problems focus on areas of agreement prioritize what needs to be settled
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Managing Workplace ConflictSteps for Mediation
Step 3: Help parties negotiate seek cooperation help them explore alternative solutions allow venting but no accusations
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Managing Workplace ConflictSteps for Mediation
Step 4: Clarify their agreement summarize the agreement terms state each parties’ role in implementing the agreement
(who does what, when, where, how) explain follow-up process