CONFLICT MANAGEMENT

DIMENSIONS OF CONFLICT

1. ISSUE IN QUESTION

A. MATTER OF PRINCIPLE
 ENDS / GOALS / VALUES
 CLOSURE

B. DIVISIBLE ISSUES
 MEANS
 VOLUNTARY RETIREMENT
 DIMENSIONS OF CONFLICT
2. SIZE OF STAKE
A. LARGE
B. SMALL

3. INTERDEPENDENCE OF PARTIES
A. ZERO SUM
WIN - LOSE
B. POSITIVE SUM
WIN - WIN
 DIMENSIONS OF CONFLICT

4. CONTINUITY OF INTERACTION
A. SNGLE TRANSACTION
 ONE-OFF PURCHASE
 LAWYERS

B. LONG TERM RELATIONSHIP

 RATE CONTRACT
 MANAGERS
 DIMENSIONS OF CONFLICT

5. STRUCTURE OF THE PARTIES

A. AMORPHOUS / FRAGMENTED
 MULTIPLE UNION
 NUMEROUS FACTORS
 COALITION
B. COHESIVE
 SINGLE UNION
 SINGLE PARTY MAJORITY
 DIMENSIONS OF CONFLICT

6. INVOLVEMENT OF THIRD PARTY

A. NO NEUTRAL THIRD PARTY

B. TRUSTED POWERFUL & NEUTRAL

THIRD PARTY
 CONFLICT RESOLUTION STYLE

HIGH
(ONLY ME)

ASSERTIVENESS

LOW
(ONLY YOU)

LOW HIGH
(ONLY ME) EMPATHY (ONLY YOU)
 CONFLICT RESOLUTION STYLE

HIGH
(ONLY ME)

ASSERTIVENESS

LOW
AVOIDANCE
(ONLY YOU)

LOW HIGH
(ONLY ME) EMPATHY (ONLY YOU)
 CONFLICT RESOLUTION STYLE

HIGH
(ONLY ME)

ASSERTIVENESS

LOW
AVOIDANCE SUBMISSION
(ONLY YOU)

LOW HIGH
(ONLY ME) EMPATHY (ONLY YOU)
 CONFLICT RESOLUTION STYLE

HIGH
(ONLY ME)
COLLABORATION

ASSERTIVENESS

LOW
AVOIDANCE SUBMISSION
(ONLY YOU)

LOW HIGH
(ONLY ME) EMPATHY (ONLY YOU)
 CONFLICT RESOLUTION STYLE

HIGH
(ONLY ME)
FIGHT / COLLABORATION
AGGRESSION

ASSERTIVENESS

LOW
AVOIDANCE SUBMISSION
(ONLY YOU)

LOW HIGH
(ONLY ME) EMPATHY (ONLY YOU)
 CONFLICT RESOLUTION STYLE

HIGH
(ONLY ME)
FIGHT / COLLABORATION
AGGRESSION

ASSERTIVENESS COMPROMISE

LOW
AVOIDANCE SUBMISSION
(ONLY YOU)

LOW HIGH
(ONLY ME) EMPATHY (ONLY YOU)
 SUMMARY OF CONFLICT
RESOLUTION STYLE

STYLE ME YOU

1. AVOIDANCE 0 0
2. SUBMISSION 0 100
3. COMPROMISE 50 50
4. FIGHT/AGGRESSIVE 100 0
5. COLLABORATION 100 100
SKILLS FOR CONFLICT RESOLUTION

1. ABILITY TO UNDERSTAND AND DIAGNOSE

THE NATURE OF THE CONFLICT

 WHAT IS THE ISSUE ?

 WHAT ARE THE STAKES INVOLVED ?
 WHAT IS THE RELATIONSHIP BETWEEN THE
PARTIES IN CONFLICT ?
 IS A THIRD PARTY AVAILABLE? IF SO, HOW IS THE
THIRD PARTY PERCEIVED BY THOSE IN CONFLICT ?
 WHAT STAGE HAS THE CONFLICT REACHED ?
SKILLS FOR CONFLICT RESOLUTION

2. ABILITY TO INITIATE A DIALOGUE OR

CONSTRUCTIVE CONFRONTATION

 OPENESS RATHER THAN DEFENSIVE OR

OFFENSIVENESS

 ACCEPTING THE LEGITIMATE INTERESTS OR

CONCERNS OF THE OPPOSITE PARTY
SKILLS FOR CONFLICT RESOLUTION

3. LISTENING TO

 THE OTHER’S POINT OF VIEW WITH EMPATHY

 UNDERSTANDING HIDDEN FEELINGS AND

CONCERNS

 RESPONDING WITH EMPATHY, EVEN WHEN

DISAGREEING WITH OTHER’S POINT OF VIEW
SKILLS FOR CONFLICT RESOLUTION

4. PROBLEM SOLVING
 CLARIFYING THE PROBLEM

 GENERATING A NUMBER OF FEASIBLE SOLUTIONS

 DECIDING TOGETHER ON THE BEST SOLUTION

 PLANNING IMPLEMENTATION OF THE SOLUTION

 EVALUATION OF THE SOLUTION AFTER A PERIOD

OF TIME