Conflict and Change

OVERVIEW

In any organization, conflicts and changes are bound

to occur.
 Whether these are constructive or destructive forces depends
significantly on the supervisor’s skills in managing conflict and
change.
 Conflict is a positive force when it leads to necessary changes by
signaling that a problem exists.

 When conflict involves anger at management or the organization,

it may lead to destructive behavior.
Thomas-Kilmann Conflict Mode Instrument

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 Withdrawing

This is when you simply avoid the issue

When people avoid conflict, they physically
withdraw (Not attending calls, leaving the place)
and psychologically remove themselves from the
conflict. (denying that a problem exists)
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Example: Josh and Allison disagree on the best plan for

implementing a new advertising campaign. They have
tried to find a compromise, but their disagreement is
becoming angrier and more distracting each minute.
Their supervisor tells them to set the campaign aside and
work on other projects for the rest of the day. Taking a
break from the project gives both Josh and Allison time to
work through the conflict on their own. They continued
working on the campaign the next morning with more
positive and collaborative attitudes.
 Withdrawing

Considered from an individual view:

withdrawal creates lose-lose situation.
(low concern for self and others)

Considered from the relational view:

It has a negative consequence. It leads to
relationship decline.
 Withdrawing
It can be effective if both the parties have the time to
think.

In certain circumstances it can be effective when you

have a conflict with someone who is not important
for you.
“I think its better to face whatever the conflict is and
deal with the situation as it comes up”, says Jean
Stefani, Senior Operations Analyst at Comcast
Communication.
 Accommodating
It is giving in the other’s needs while ignoring
your own.

Accommodating, which describes when a

person is cooperative, but not assertive. In
other words, they try to satisfy the other person’s
concerns at the expense of their own. The
E.g
On Jan 13,1982,Air Florida Flight 90 crashed
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Example: Jill loves working at her local fitness center.

She enjoys her job and gets along with all her coworkers
except for one. Maddie has a strong personality and does
not like to be told “no.” Maddie tries to take advantage of
Jill’s accommodating personality by pressuring her into
trading shifts. Jill does not appreciate Maddie’s actions,
but she also does not want to introduce additional tension
into her workplace. She agrees to trade with Maddie to
keep the peace.
 Accommodating

Considered from an individual view:

It is a lose-win situation (low concerns for self,
high concerns for others)

Considered from the relational view:

It has two problems:
1. It leads to poor decision making.
2. Habitual accommodation results in the
accommodator's consistently receiving less.
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This approach is effective when the other party is the

expert or has a better solution.  It can also be
effective for preserving future relations with the
other party.
 Forcing

It is demanding through physical threats, verbal

attacks or manipulation that your needs be
satisfied or your ideas be accepted.
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Example: Cody has worked at the Edgefield Electric

company for sixteen years. He’s good at his job and rarely
needs input from his supervisors. Casey is a recent hire
and has needed extensive training. While Cody is showing
a process to Casey, Casey suggests an alternate method.
Instead of considering Casey’s idea or taking the time to
explain the logic behind the current method, Cody ends
the conversation abruptly and tells Casey to just follow
his instructions. Cody has done nothing technically
wrong, but Casey now feels belittled and ignored.
 Forcing
Considered from an individual view:
It has win-lose situation (high concern for self,
low concern for others)

Considered from the relational view:

It rarely improves and usually hurts a
relationship.
It can be appropriate if issues are important.
 Compromising

It occurs when both people make sacrifice to find

common ground, attempting to resolve the conflict
by providing at least some satisfaction for both
parties. It is more self-centered, yet cooperative
It is more assertive than avoiding and
accommodating yet less aggressive than forcing

E.g
Married couples sometimes compromise because
of children.
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Example: The profits from Everett and Brian’s pet shop

business have grown significantly in the last six months.
They disagree on how to make the best use of their newly
increased savings. Everett wants to expand the pet shop’s
inventory by 20 percent, while Brian wants to increase the
budget for local advertising by 15 percent. After arguing
for several days, Brian suggests that they increase both
budgets by just 10 percent. Neither party is particularly
satisfied with this option, but they compromise to quickly
move past the conflict.
 Compromising

Considered from an individual view:

It creates a lose- lose situation b/c both parties
in one sense “lose” even as they “win” (moderate
concern for self and others)

Considered from the relational view:

Its important if relationships matter more.
It does not damage long-tem relationships b/c
both parties gain some satisfaction.
 Collaborating
It is a problem solving by addressing the needs
and issues of each party to arrive at a solution
that is mutually satisfying.

It is not a panacea, it takes time to work with

others and it requires cooperation of everyone
involved
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 It includes 4 parts

1. Defining the problem

2. Analyzing the problem
3. Suggesting possible solutions
4. Selecting the best solution.
 Collaborating

Considered from an individual view:

It’s a win- win situation (high concern for self and
others)

Considered from the relational view:

Its positive b/c both sides feel that they have been heard.