Conflict Management

Conflict Definition
The process in which one party perceives that its interests
are being opposed or negatively affected by another party.

 Transitions in Conflict Thought

Traditional View – Avoid Conflict.

Human Relation View – Conflict is natural & inevitable

outcome in any group
Brainstorming – Causes of Conflict???
CAUSES OF CONFLICT:
 Incompatible Goals
 Differentiation
 Task Interdependence
 Scarce resources
 Ambiguous rules
 Communication Problems
 Conflicting Egos
Think of as many causes as possible!
 EFFECTS OF CONFLICT:

Triggering
Gradual
Escalation Event-
Crisis: Recovery:
Post-Guilt /Phase:
ADepression:
perceived
Some
“Fight
Physical attack
recover
or Flight”
fast,
power isresponse
others take
boosted
Rational hours to
thought
recover
and rational
Returns and we
thought
reflect onisour
reduced.
past behavior
LEVELS OF CONFLICT

ntrapersonal Level
nterpersonal Level
nter-Group Level
nter-Organizational Level
Functional versus Dysfunctional Conflict

Functional Conflict
Conflict that supports the goals
of the group and improves its
performance.

Dysfunctional Conflict
Conflict that hinders
group performance.
The Conflict Process
 Five Conflict Handling Styles
High
Competing Collaborating
Assertiveness

Compromising

Avoiding Accommodating
Low

High
Cooperativeness
Competing – The Shark

I take charge Positives

When something

“Might makes right.” needs to be

decided quickly
(an emergency)
Negatives
Using it too often
will cause
disruption in a
relationship
 Collaborating – The Owl
Positives
We both win.
Want something that
satisfies all sides
Get thoughts and
“Two heads are better than
one.”
feelings out and deal
with them so they don’t
cause problems later
Negatives
Time consuming
Not worth it if it is not
a big issue to you
Compromising – The Fox
Positives
We meet halfway
A decision needs to be
“Lets’ split the decided in a timely
differences.” manner and both give
up something
Negatives
Can still be time
consuming to find a
solution that pleases
everyone
Accommodating – The Teddy Bear
I give in
Positives “I don’t care that much;
You care more have it your way.”
about the other
person than the
issue
Negatives
If it happens too
much you may
resent not being
able to give your
opinion.
Avoiding – The Turtle
Positives
I leave Gets your away from
dangerous situation
“I’d rather not deal with it Allows you to cool
now.” down if emotions are
high
Negatives
Don’t give your
opinion when it is
something that
matters to you
 Five Conflict Handling Styles
High
Assertiveness

Low

High
Cooperativeness
Wayne tries to solve problems by denying their
existence.
He is non confrontational and may ignore or
pass over the issue.

Avoidance
 Jane gives up something and plays down her
differences with Steve. They have surface
harmony. Jan is agreeable and nonassertive. She
is cooperative even at the expense of her personal
goals and is at times resentful.

Accommodating
Julie is confrontational and aggressive. She
must win at all costs. She often uses her
position of authority to get what she wants.

Competing
Beth & Mark recognize the legitimate needs
of the other. They respect each other’s
abilities, values, and expertise. When
managing their conflict, each allows the other
person to openly state his/her position and
listens attentively.

Collaborating
Mary is willing to give up something in order to
meet Sara midway. She is both assertive and
cooperative.

Compromise
 Negotiation:
Is a process that occurs when two or more parties decide how to allocate scarce
resources
Bargaining Strategies
There are two general approaches to negotiation :
Distributive Bargaining
The most identifying feature is that it operates under zero-sum conditions, that is
any gain I make is at your expense and vice versa.
So the essence of distributive bargaining is negotiating over who gets what share
of a fixed pie.
Integrative Bargaining
Operates under the assumption that one or more settlements can create a
win-win solution .
Both parties must be engaged for it to work.
Bargaining Characteristic Distributive bargaining Integrative bargaining

Goal Get as much of the pie as Expand the pie so that both
possible parties are satisfied
Motivation Win-lose Win-win

Focus Positions (I can’t go beyond Interests ( can you explain

this point on this issue) why this issue is so
important to you? )

Interests Opposed Congruent

Information Sharing Low ( sharing information will High ( Sharing information

only allow other party to take will allow each party to find
advantage) ways to satisfy interests of each
party)

Duration of relationship Short term Long term

The Negotiation Process
 Third party negotiations
There are 3 basic third party roles
Mediator
 Mediator is a neutral third party who facilitates a negotiated
solution by using reasons and persuasion , suggesting alternatives .
Arbitrator
 Arbitrator Is a third party with the authority to dictate an agreement.
 The big plus of arbitration over mediation is that it always results in
a settlement .
Consultant
 Consultant is a skilled and impartial third party who attempts to
facilitate problem solving through communication and analysis,
aided by a knowledge of conflict management.
Thanks