CONFLICT MANAGEMENT

There are four types of conflicts. These are technical conflicts, interest conflicts, values
conflicts & personal conflicts. Which of the following information best describes a technical
conflict?
This conflict is about a concrete target, means, method, structure or work task

Which of the following information best describes the first level of conflict, which is
disagreement?
This level of conflict is easily dealt with through a discussion where both parties try to understand
each other’s point-of-view

Why do we tend to avoid conflicts?

Because of the emotional pressures that come along with it

Which of the following are conflict resolution tactics that you can use for meetings that get
"out of control"?
Documenting the subject and discussing it in the next meeting
Ask to speak with the person after the meeting or during a break
Agree that the person has a valid point and there may be some ways to make the situation work for
both parties

What should you do if you are attacked personally by your opponent?

Try to understand the real problem behind the conflict

Which of the following statements refers to the ‘You’-language?

Finger pointing

A conflict is constructive when it …?

Causes authentic communication
Involves people in resolving issues important to them
Helps release emotion, anxiety and stress

A conflict is destructive when it …?

Polarizes people and groups, as well as reduces cooperation
Takes attention away from other important activities

If you are attacked personally by your opponent, you should not allow him to hook you into an
emotional reaction. You should instead try to …?
Understand the real problem behind the conflict

Point out some techniques for avoiding and resolving conflicts.

Discuss your differences in values openly
Communicate honestly
Find the centre of gravity in the conflict
Be honest about concerns
Get individual ego out of management style