Transcript Slide 1
HM 02 Conflict Management
Conflict, causes, types,
management
Content
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What is a conflict
Different views
Causes
Management
Reponses to conflict
Draw a mind map all you
know about conflicts!
• V 01 song on conflict.flv
What is a conflict ?
“Conflicts is a disagreement between
two or more parties”
Conflict
Conflict exists when individuals
who depend on each other
express different views, interests,
or goals and perceive their views
as incompatible or oppositional.
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Categories of Conflict
• International
• National – civil
• Socio – economic
• Political / religious
• Organizational
• Family
• Personal
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Different views of the Organizational
Conflicts
• Traditional
– Always harmful
• Human relations
– inevitable , unavoidable
• Modern management
– Deficiency in the systems
– Positive force for a group to function effectively
– Too little and too much is harmful & controlled levels are
effective
Conflict
• Expressed disagreement—all conflict is
expressed verbally or nonverbally.
• Conflict can occur only between people who
depend on each other.
• Conflict involves opposition and is more than just
differences.
– The perception that our concerns are at odds
with those of another
– The perception that we and another must
reconcile our differences
Principles of Conflict
• Conflict is a natural process in all
relationships.
• Conflict may be overt or covert.
– Overt conflict is out in the open and explicit.
– Covert conflict is hidden and often
unacknowledged.
• Passive aggressiveness is aggression that is denied or
disguised by the aggressor.
• Games are highly patterned interactions in which the real
conflicts are hidden or denied.
Principles of Conflict
• Conflict may be managed well or poorly.
– It can either promote continuing attachment or
split a relationship apart, depending on how
differences are managed .
– It involves intense emotions that we may not
know how to handle.
– Learning communication conflict skills can
help us deal with differences.
Principles of Conflict
• Conflict may be good for individuals
and relationships.
– It allows us to consider other points of
views.
– It can support our own identity by clarifying
how we differ from others.
– It expands partners’ views of each other.
Chinese Character for Crisis
Danger
Opportunity
Causes of Organizational Conflicts
• Systems & Personnel
• Poor systems
– Scarcity of resources
• finance, equipment, facilities,
– Disagreements
• needs, goals, priorities and interests
– Poor or inadequate organizational structure
– Lack of clarity
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in roles and responsibilities
– Poor supervision
Causes of Organizational Conflicts
• Personal
– Difference in :
• attitudes, values or perceptions
– Poor communication
– Lack of teamwork
– Over work
– Resistance to change
– Different approach for common goal
Positives of Conflicts
• Enhance room to change
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Improve skills to adopt to a situation
• Generate energy & activity
• Stimulate curiosity & ideas
• Eases out tension
• Brings out best in people
• Leads to clarifications , roles, procedures objectives and
forming systems & Policies
Negatives of Conflicts
• Brings out instability and chaos
• Disrupt the flow of activity
• Negatively modifies the organization
• Create undue tension unhealthy environment
• Tear the organization by piece by piece
• Lead to confusion , crisis and disaster
• Write down a conflict that you have
experienced in the past
Conflict- the process
Ignoring
• No talk
Contradicting
• Bad
mouthing
Confronting
• Undermining
• Not
cooperating
Signs of Conflicts
• Body language
• Disagreements, regardless of issue
• Withholding bad news
• Surprises
• Strong public statements
• Airing disagreements through media
• Conflicts in value system
Signs of Conflicts
• Desire for power
• Increasing lack of respect
• Open disagreement
• Lack responsibility on sensitive issues
• Lack of clear goals
• No discussion of progress, failure relative to goals,
failure to evaluate the superintendent fairly, thoroughly or
at all.
Responses to Conflict
Responses to Conflict
• The exit response involves leaving a relationship either by
physically walking out or by psychologically withdrawing.
• The neglect response occurs when an individual denies or
minimizes problems, disagreements, anger, tension.
• The loyalty response is staying committed to a
relationship despite differences.
• The voice response is an active, constructive strategy for
dealing with conflict by talking about problems and trying
to resolve them.
Responses to
Relational Distress
Exit
Neglect
Voice
Loyality
Passive
Constructive
Destructive
Active
Social Influences on Conflict
Culture
• The majority of Mediterranean cultures regard
conflict as a normal and valuable part of
everyday life.
• Many Hispanic cultures perceive conflict as an
opportunity to be expressive and dramatic.
• In the U. S. the emphasis on individuality
makes conflict competitive.
• In most Asian countries conflict is condemned
and a solution should be found that benefits
everyone and creates harmony.
Social Influences on Conflict
Gender
• Women
– Enact loyalty and voice
– Are taught to put a
priority on a
relationship
– Use talk to create and
sustain closeness
– Tend to defer and
compromise
• Men
– Respond with
exit/neglect
– Place less emphasis
on talk
– Minimize problems
– May use coercive
tactics and force their
resolutions
– Conflict causes more
physical and
psychological pain
Social Influences on Conflict
Sexual Orientation
• Sexual preference doesn’t seem to be a
major influence on how individuals see and
deal with conflict.
– Gays and lesbians appear to have fewer sexual
conflicts and to talk more openly about sexual issues
than heterosexuals.
– Gay and lesbian partners have an intragender
empathy that creates less conflict.
– Lesbian couples talk the most about relationships,
heterosexual couples the next most, and gay couples
the least reflecting gender socialization.
Conflict Management
Conflict
• Stimulation
Conflict
• Control
Conflict
• Resolution
A. Conflict stimulation
• Main objective is to improve the existing current
situation
• Methods
– Create competition
– Import new people / technology
– Change establish procedures / position
– Communication
B. Conflict Control
1. Expansion of the resource base
2. Relying on rules and procedures
3. Formation of task forces
4. Formation of super ordinate goals
5. Matching personalities
B. Conflict Control….
6. Share information
– by keeping people in the group up-to-date with current issues
7. Express positive expectations about each other
8. Empower each other
- publicly crediting colleagues who have performed well and encouraging each
other to achieve results
9. Team-building
– by promoting good morale and protecting the group's reputation with outsiders
10. Resolve potential conflict
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by bringing differences of opinion into the open and facilitating resolution of
conflicts
Conflict Resolution
C. Conflict Resolution – process
A. Identify the problem/ problems
B. Make sure smooth running of the hospital- Smoothening
C. Accept deficiencies
D. Generate options
– Positive
– Win- win
– Peaceful
E. Resolve the conflict
• V 05 resolution Conflict Styles.flv
Approaches to Conflict
Win/Lose
One party gets
satisfaction
Lose/Win
The other party
gets satisfaction
Lose/Lose
Neither party gets
satisfaction
Win/Win
Both parties feel
satisfied
The
Relationship
You
The Other
Person
Honor yourself, the other, the relationship!
5 ways to manage conflict
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Avoidance
Competition (A)
Accommodation (B)
Compromise (C)
Collaboration (D)
Conflict Continuum
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I win, you lose (competition—A)
I lose or give in (accommodate—B)
We both get something(compromise—C)
We both “win”(collaborate—D)
A
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B
C
D
1. Competition
• Plus
– The winner is clear
– Winners usually experience gains
• Minus
– Establishes the battleground for the next
conflict
– May cause worthy competitors to withdraw or
leave the organization
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2. Accommodation
• Plus
– Curtails conflict situation
– Enhances ego of the other
• Minus
– Sometimes establishes a precedence
– Does not fully engage participants
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3. Compromise
• Plus
– Shows good will
– Establishes friendship
• Minus
– No one gets what they want
– May feel like a dead end
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4. Collaboration
• Plus
– Everyone “wins”
– Creates good feelings
• Minus
– Hard to achieve since no one knows how
– Often confusing since players can “win”
something they didn’t know they wanted
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What This Means
• Managing conflict means you need to
develop several styles and decide which is
valuable at any given point of conflict
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Tips for Managing Workplace
Conflict
• Build good relationships before conflict occurs
• Do not let small problems escalate; deal with them as they arise
• Respect differences
• Listen to others’ perspectives on the conflict situation
• Acknowledge feelings before focussing on facts
• Focus on solving problems, not changing people
• If you can’t resolve the problem, turn to someone who can help
•46 Remember to adapt your style to the situation and persons involved
V 05 resolution Conflict
Styles.flv
Unproductive Conflict Patterns
Unproductive Conflict Patterns
• Early stages
– The foundation for destructive conflict is
established by communication that fails to
confirm individuals.
– Cross-complaining occurs when one person’s
complaint is met by a counter-complaint.
– Negative climates tend to build on themselves.
Unproductive Conflict Patterns
• Middle stages
– Once a negative climate has been set, it is
stoked by other unconstructive
communication.
– Kitchensinking occurs when everything
except the kitchen sink is thrown into the
argument.
• Focusing on specific issues resolves conflicts
constructively.
– Marked by frequent interruptions that
disrupt the flow of talk
Unproductive Conflict Patterns
• Later stages
– Solutions become the focus
• Each person’s proposals are met with counterproposals.
– Excessive metacommunication
• The communication patterns are discussed and never return
to the issues.
– Communication that makes up unproductive
conflict reflect egocentrism, dogmatism and
are self perpetuating.
– Unproductive conflict doesn’t involve dual
perspective and it seals off awareness of
common grounds.
Constructive
Communication
Unproductive
Communication
• Validation of each other • Disconfirmation of each other
• Sensitive listening
• Poor listening
• Dual perspective
• Preoccupation with self
• Recognize other’s
• Cross-complaining
concerns
• Seek clarification
•Hostile mind reading
Constructive
Communication
Unproductive
Communication
• Infrequent interruptions
• Frequent interruptions
• Focus on specific issues
• Everything is thrown in
• Compromises and contracts
• Counterproposals
• Useful metacommunication
• Excessive
metacommunication
• Summarizing the
concerns for both
partners
• Self-summarizing
Guidelines for Effective
Communication During Conflict
• Focus on the overall communication system.
• Time conflict effectively.
– Both people should be psychologically present and not rushed.
– Be flexible.
– Use bracketing to keep the discussion focused.
• Aim for win-win conflict.
• Honor yourself, your partner and the
relationship.
• Show grace when appropriate.
– Grant forgiveness or put aside our own needs when there is no
standard that says we should.
V 07 Conflict Resolution - Funny
Video.flv
Negotiation
Negotiation
• Appointed representatives of conflicted groups meet
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in order to resolve their differences with view to reach an agreement.
It is a deliberate process
– conducted by representatives of groups, designed to reconcile differences and to
reach agreements by consensus.
• The outcome dependents
– on the power relationship between the groups.
• Negotiations needs
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compromise - one group may win one of their demands and give in on another.
Negotiation
•What is negotiation?
•Purpose ?
•Principles of successful negotiation
•Conduction of negotiation
What is Negotiation?
• Negotiation is communication with the aim of reaching
an agreement
• Negotiation is not a surrender
• Negotiation describes a process not an outcome
Objectives of Negotiation
• To change behavior
• End of conflicts, disputes and establish peace and
harmony
• Positive environment
• End to destruction for work processes
Purpose of Negotiation
• Prevent or manage violence / conflicts by agreeing to
behavior
• Improve freedom of communication
• Improve relationship with parties & authorities
• Resolve disputes with or between parties
Principles of Negotiation
1.Knowing what you have to do !
– Objectives of negotiations
– Policies
– Instructions
2.Knowing what they want to do !
– Their objectives
– Previous statements
3.Knowing their values and culture !
– Improve of your credibility
Key to Success Negotiations
• Alert & focused
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Use Basic
Communication skills
• Patience, Patience,
Patience……..
Basic communication Skills
1. Use neutral words
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So the way you see it…is
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’How would that work…if
2. Paraphrasing
– Listening and restating in your own words “So, what you are saying
is…, in other words …..
Basic communication Skills
1. Reframing
– Shifting the focus from positions to interests
– Encouraging flexibility expressing something in a different way. “In
other words, what you want is…”
2. Acceptable Tone
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Authoritative
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Impartial
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Non aggressive
Basic Communication Skills
5. Active Listening
– Listening actively even if you do not agree
– Be alert and focused
– Do not speak to your colleagues when the other person is
speaking
6. Communicating openness
– Being open to hearing the perceptions and needs of others “How
would that work if…”
Basic Communication Skills
7. Non-verbal communication
• Eye contact
• Paying attention
• Nodding
• Non-verbal communication is culture specific
• Posture
• Breathing
• Presentation
Conducting Negotiations
Stage 1: Introduction (start)
Stage 2: Substance (discussion)
Stage 3: Conclusion (end)
I. Introduction (The Start)
Opening statement and welcome
• Follow custom and protocol
• Introduction
• Agree on Rules
• Agree on what you are going to discuss
• Possible goal
II. The Discussion
– Give equal prominence and time for both parties
– Keep them on track
– Breaks
– Reduce number of options
– Agreement
– Consider implementation & monitoring
III: Conclusion
• Summarize & next steps
• Adoption/signing of agreement
• Next meeting
• Reporting
• Immediate report
Thank You !
V 07 Conflict Resolution Funny Video.flv