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Conflict Management

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Objectives
By the end of presentation, audience will be able to: ‡ ‡ ‡ ‡ ‡ ‡ ‡ Define conflict. Discuss types of conflict Describe factors affecting conflicts modes Describe stages of conflict escalation. Illustrate seven steps to prevent conflicts Analyze conflict management styles Discuss considerations in selecting conflict management styles ‡ Discuss different forms of conflict negotiations

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Define Conflict
‡ ³Conflict is neither good, nor bad, it just is!´ (Marshall, 2006). ‡ It can occur at anytime and in any place, originating between two individuals or groups when there is a disagreement or difference in their values, attitudes, needs, or expectations (Conerly, 2004).

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Why conflict arise?
People differ« so they: ‡ See things differently ‡ Want different things ‡ Have different thinking styles, which prompts them to disagree ‡ Are predisposed to disagree ‡ Have different personalities ‡ Have different status ‡ Have ideological and philosophical differences ‡ Have different goals ‡ Have different approaches ‡ Are influenced by fear, force, fairness or funds

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Types of conflict
‡ Emotional ‡ Cognitive/ task ‡ Constructive ‡ Destructive
(Thompson, Aranda, and Robbins, 2000).

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Factors Affecting Conflict mode
‡ ‡ ‡ ‡ ‡ ‡ ‡ ‡ Gender Self ± concept Expectations Situations Position (power) Practice Communication skills Life experiences

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7 stages of conflict escalation

(David Liddle 2004)

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Conflict creating balloon!

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Choose Your Statements on Conflict
‡ ‡ ‡ ‡ ‡ ‡ ‡ ‡ ‡ I tend to avoid conflict I depend on harmony I always stand up and express my opinion I hate conflict I like conflict because it produces results and progress I often compromise in conflict I have lost in conflict Most of my conflicts are with my spouse Conflict can be good

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How do people respond to conflict? Fight or Flight
‡ Get away from the conflict or ‡ We are ready to take on anyone who comes our way.

(Dr. Margaret Paul, 2006)

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7 steps to prevent conflict
‡ Be proactive instead of reactive. ‡ Be slow to anger-especially over petty issues. ‡ Instead of telling people they are wrong, point out mistakes indirectly.

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Cont«
‡ Look for some type of common ground as soon as possible. ‡ If you find that you are in the wrong, admit it. ‡ Admit one of your own poor decisions before pointing out a similar error by others. ‡ Mend fences whenever possible.

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Find your Conflict Management Styles AS Style Matters

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Compromise

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Cooperativeness

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Avoidance/Withdrawal

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Accommodating

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Competition

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Smoothing

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Collaborating

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Two Dimensional Conflict Handling Model Thomas-Kilmann (1974) Competing Collaborating
‡ Zero-sum orientation ‡ Win/lose power struggle ASSERTIVENESS Focus on my needs, desired outcomes and agenda ‡ Expand range of possible options ‡ Achieve win/win outcomes

Compromising
‡ Minimally acceptable to all ‡ Relationships undamaged

Avoiding
‡ Withdraw from the situation ‡ Maintain neutrality

Accommodating
‡ Accede to the other party ‡ Maintain harmony

COOPERATIVENESS Focus on others¶ needs and mutual relationships

Kenneth Thomas & Ralph Kilmann, 1974. (Bonnie Burrell, 2001)

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Considerations in selecting conflict management style
‡ ‡ ‡ ‡ ‡ ‡ Relationship Importance Energy Awareness of consequences Readiness Consequences in disengagement

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Decide on a SMART agreement ‡S ‡M ‡A ‡R ‡T
Specific Mutually acceptable Appropriate Realistic Time based

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Lets Identify Your Conflict Style Matrix!

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Questions ?
1.Never 2.Seldom 3.Sometimes 4.Frequently 5.Very frequently ____
Soft words win hard hearts (B)

_____ Come now and let us reason together (O) _____ The arguments of the strongest always have the most weight (S) _____ You scratch my back, Iíll scratch yours (F) _____ The best way of handling conflict is to avoid it (T) _____ When one hits you with a stone, hit him with a piece of cotton (B) _____ A question must be decided by knowledge, not by numbers if it is to have a right decision (O)

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1.Never 2.Seldom 3.Sometimes 4.Frequently 5.Very frequently
_____ If you cannot make a person think as you do, make him do as you think (S) _____ Better half a loaf than no bread at all (F) _____ If someone is ready to quarrel with you, he isnít worth knowing (T) _____ Smooth words make smooth ways (B) _____ Digging and digging, the truth is discovered (O) _____ He who fights and runs away lives to run another day (S) _____ A fair exchange brings no quarrel (F)

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1.Never 2.Seldom 3.Sometimes 4.Frequently 5.Very frequently

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There is nothing so important that you have to fight for it (T)

_____ Kill your enemies with kindness (B) _____ Seek till you find, not lose your labor (O) _____ Might overcomes right (S) _____ Tit for tat is fair play (F) _____ Avoid quarrelsome people - they will only make your life miserable (T)

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Cont«
‡ Add up your score for each of the five letters. ‡ Your highest score is your primary way of responding to conflict. Your second highest score is your back-up style, usually the one used under stress. ____B (Bear) ____O (Owl) ____S (Shark) ____F (Fox) ___T (Turtle)
(Adapted from Lawrence and Lorsh, 1987)

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"Different forms of Conflict Negotiation"

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Conciliation/ third party

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Negotiation

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Mediation

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LET¶S HAVE SOME FUN

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Summary

(Almost, J. 2006)

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RECOMMENDATIONS

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References
Almost, J. (2006). Conflict within nursing work environments: concept analysis. Journal of Advanced Nursing, 53(4), pg. 444-453. College of Nurses of Ontario. (2006). Conflict prevention and standard of care. Practice guideline, 1-16 Conerly, K. (2004). What is your conflict style? Understanding and dealing with your conflict style. Journal for Quality and Participation. Retrieved from www.findarticles.com/p/articles/mi_qa3616/is_200407/ai_n9425 833/prin Hignite, M. A., Margavio, T. M. & Chin, J. M. (n.d.). Assessing the Conflict Resolution Profiles of Emerging Information Systems Professionals. Journal of Information Systems Education, Vol. 13(4). Pg. 315 ± 324. Retrieved from http://www.jise.appstate.edu/Issues/13/315.pdf

References
Friedman, A. R., Tidd, S. T., Currall, S. C. & Tsai, J. C. (2000). What goes around comes around:the impact of personal conflict style on work conflict and stress. The International Journal of Conflict Management, 11(1) pg 32 ±55. Marshall, P. (2006). Conflict resolution: what nurses need to know. Retrieved from www.mediatecalm.ca/pdfs/what%20nurse %20need%20to%20know.pd Thompson, Leigh, Aranda, E. & Robbins, S. P. (2000). Tools for Teams. Boston: Pearson Custom Publishing

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