McGraw-Hill/Irwin Copyright © 2010 by the McGraw-Hill Companies, Inc. All rights reserved.
CONFLICT
MANAGEMENT
13
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Learning Objectives
Identify the types of conflict.
List sources of conflict.
Define conflict analysis.
Give examples of potential solutions to a
conflict.
Compare and contrast styles of conflict
management.
Explain how to deal with special conflict
cases.
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Types of Conflict
Conflict
– Occurs when one person sees that another person
has damaged or is about to damage something
that the other person cares about.
– Results in minor inconveniences, major losses,
and company failures.
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Common aspects involved in all types of
conflict:
– Conflict must be perceived by all people involved.
– Most definitions involve opposition or
incompatibility.
– Some type of interaction in ongoing.
Types of Conflict
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Conflicts can be classified as:
– Functional (constructive) or Dysfunctional
(destructive) conflict.
Types of Conflict
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Classifying conflict by the participants in the
conflict:
– Inner conflict – Occurs within an individual; it might
involve values, loyalties, or priorities.
– Person-versus-person conflict – Involves two
people having personality differences, values
conflicts, and loyalties among other issues.
– Intragroup conflict – When two groups form and
take sides.
– Person-versus-group conflict – When a member of
a group breaks its rules or norms.
Types of Conflict
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Sources of Conflict
Figure 13.1: Sources of Conflict
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Content conflict - Focuses on disagreements
over the meaning of a statement or concept.
Values conflict - Occurs when one set of
values clashes with another, and a decision
has to be made.
Sources of Conflict
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Negotiation-of-selves conflict – Process of
defining oneself to others and responding to
their implied definitions of themselves.
Institutionalized conflict – Occurs when a
conflict factor is built into the structure of an
organization.
Sources of Conflict
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Conflict Analysis
Questions that help manage a conflict
– Who is involved?
– What is at stake?
– How important is time?
– What are the tie-ins with other issues?
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Potential Solutions
Win-lose strategy – Allows one side of the
conflict to win over the other.
The two approaches are:
– Win-lose approach – Allows one side of a conflict
to win at the expense of the other
Democratic vote.
Arbitrary approach
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Lose-lose strategy – Everyone gives up
something and the focus is on compromise.
Win-win strategy – Leads to a solution in
which both sides feel that they have come
out on top.
Potential Solutions
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Styles of Conflict Management
Five common approaches:– Competitor – Tries a win-lose approach, especially
if he/she is personally involved.
– Avoider – Keeps away from conflicts, and values neutrality highly.
– Compromiser – Uses his/her skills to blend differences and form a workable alternative.
– Accommodator – Wants to avoid conflict by engaging in positive thinking.
– Collaborator – Brings both sides together for discussion and tries to bring about a win-win solution.
14Figure 13.2: The Thomas–Kilman Conflict Model
Styles of Conflict Management
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Dealing with Special Conflict Cases
Low conformers
– Think independently, solve problems creatively,
and often cause some conflict.
– Working with and managing this type of personality
requires a patience and good will.
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Suggestions for dealing with an envious
person at work:
– Avoid destructive conflict with the envious person.
– Confront the envious co-worker.
– Avoid excessive contact with the envious person.
– Discuss the problem with your manager.
– Build up the envious person’s self-esteem.
Dealing with Special Conflict Cases
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Steps to deal with whiners and complainers:
– Listen, but not too much.
– Do frequent reality checks.
– Challenge the word unfair.
– Be a team leader or player.
Dealing with Special Conflict Cases
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Steps to get meaningful feedback from
passive, unresponsive people:
– Ask open-ended questions.
– Develop and use a friendly, silent gaze.
– Don’t fill the space.
– Make statements to help break the tension.
– Set time limits.
Dealing with Special Conflict Cases
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Dealing with different types of people requires
patience, good listening skills, and time.
Whenever a conflict with a difficult person
begins, one must plan the strategy
accordingly.
It would be a good idea to deal with difficulties
on an event-by-event basis.
Dealing with Special Conflict Cases
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Strategies for Success
Negotiate win-win solutions:
1. Get emotions under control.
2. Agree on ground rules.
3. Clarify all positions.
4. Explore multiple needs and issues.
5. Develop alternatives.
6. Choose solutions that are win-win.
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Make collaboration work:
1. Identify the problem.
2. Generate a solution.
3. Identify an action plan.
4. Put the action plan to work.
Strategies for Success
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Stop conflicts before they start:
1. Turn the people around you into winners.
2. Work together on common goals.
3. Communicate, communicate, communicate.
Strategies for Success
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Summary
Conflicts can be functional or dysfunctional; or
inner conflict, person-against-person conflict,
intragroup conflict, and person-against-group
conflict.
The four sources of conflict are content
conflict, values conflict, negotiations-of-selves
conflict, and institutionalized conflict.
The solutions to a conflict can be win-win,
win-lose, or lose-lose.
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The five conflict management styles are
competitor, avoider, compromiser,
accommodator, and collaborator.
Different strategies are used for dealing with
low conformers, envious people, whiners and
complainers, and passive people.
Summary
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