Conflict Management

Organization BehaviourTeam JAKS - James Li, Andy Lin, Kelvin Chan, and Sunny Chan

Introduction

What is Conflict Management The Interpersonal Conflict Management

Styles Example of each Conflict Management

Styles

What is Conflict Management?

Using form of conflict to maximize benefits and minimize dysfunctional consequences.

Win-Win Orientation– Find mutual beneficial solution to

disagreement Win-Lose Orientation

– Drawing from a fixed pie– More one party receives, the less the

other party will receive

Examples of Interpersonal Conflict Management

Problem solving Avoiding Forcing Yielding Compromising

Forcing

One party will try to force his or her idealistic solution on to the other party. 

Opinions and interests of others are of little concern.

People that uses this style of conflict management are extremely assertive and have low cooperativeness

Forcing

Example:– NHL players demanding for higher

wages High win-lose orientation; win =

higher wages, lose = NHL commissioners have to pay more.

Problem Solving

Widely accepted and used way of resolving conflicts

Find mutual beneficial solution for both parties

Sharing similar interests for both parties is the key

Trust towards the other party

Problem Solving

Example:– 2 groups have different ideas for a

business idea.

- groups come together and find the similarities in their ideas and combine it

- win – win since both parties gets a bit of their wants

Avoiding

Manage conflicts by avoiding or ignoring conflict situations

Find alternatives to solve or accomplish tasks

Avoiders has tendency of having a low concern for both self and other party

Preferred when:

Expected negotiation costs > Benefits of conflict resolution

Avoiding

Example:– Buying a 90% filled cup of drink

Not worth it to argue. When cost outweigh benefits.

Compromising

Most balanced style of conflict management

Both parties come to a mutual agreement that maximize gains on both sides

Creates win-win conclusions People that use this style has a steady

balance between their assertiveness and cooperativeness

Compromising

Example:– Tutorial negotiation practice.

Juice and rind. Different needs from both parties.

Yielding

Also known as accommodating Secondary method of conflict management if

problem solving method works User of this method subsides and gives into what

the opponents wants People who uses this method tend to be very high

in cooperativeness and have a very low assertiveness

Results in a lose-win situation Effective when decisions need to be made

immediately

Yielding

Example

- Customer at KFC demands more fries after they eat some of it.

Lose - The KFC employee gives the customer more fries

Win – Customer gets more fries

Interpersonal Conflict Management Styles

-Any Questions?

Thank you

Activity

Which type of conflict management style would someone likely use if they have high assertiveness and high cooperation use?

Activity

Which type of conflict management style would someone likely use if they have low assertiveness and low cooperation use?

Activity

Which type of conflict management style would someone likely use if they have an even level of both assertiveness and cooperation use?

Activity

When Germany signed the Treaty of Versailles, which conflict management was used by the Alliance?

Activity

Which type of conflict management style does Chen Shui-bian (Taiwanese President) prefer in his current situation?