Conflict

Resolution
Today you will be able to:
🞇 Identify the difference between Constructive and
Destructive conflict
🞇 Recognize the stages of development in a conflict
🞇 Apply the steps for conflict resolution to a
scenario
Key Terms
🞇 Conflict: A clash between hostile or opposing
elements, ideas or forces.
🞇 Conflict resolution: A problem-solving strategy
for settling disputes.
Types of Conflicts
🞇 A conflict can be constructive or destructive.
🞇 Destructive conflict occurs when two or more people engage in
actions and behaviors that result in increased antagonism instead
of conflict resolution.
🞇 For example, when two coworkers begin to make verbal attacks and
use threatening gestures during an argument, the conflict between
them has become destructive.
🞇 Constructive conflict, on the other hand, occurs when people
express disagreement without hostility and with a commitment
to effective resolution of the conflict.
🞇 For example, two family members may discuss an area of
disagreement until a mutually-agreed upon resolution is reached.
Reasons For Conflict
🞇 Personal Differences
🞇 These often arise from different needs, beliefs, values,
perceptions, expectations.
🞇 Information
🞇 Arise from the use of different sources of information or
different interpretations of the same information.
🞇 Different Objectives
🞇 Individuals and groups can have different or incompatible
objectives.
🞇 Environmental Factors
🞇 Arises from competition for organizational resources.
Constructive Ways That Conflict Can
Affect People
🞇 Improve the quality of decisions
🞇 Stimulate involvement in the discussion
🞇 Arouse creativity and imagination
🞇 Facilitate employee growth  
🞇 Increase movement toward goals  
🞇 Create energetic climate
🞇 Build more synergy and cohesion among teams
🞇 Foster new ideas, alternatives, and solutions
🞇 Test positions and beliefs
Conflict’s Stages of Development
continued…
🞇 These phases are frequently shown on a diagram that looks something like this,
although the accompanying text will always explain that the progress from one stage
to the next is not smooth and conflicts may repeat stages several times.
Latent Conflict
🞇 People have different ideas, values, personalities
and needs, which can create situations where
others do not agree with their thoughts or actions.
🞇 This in itself is not a problem, unless an event
occurs to expose these differences.
Emergence
🞇 At the emergence stage, conflict starts to set in as
the parties involved recognize that they have
different ideas and opinions on a given topic.
🞇 The differences cause discord and tension.
Escalation
🞇 If the parties involved in a conflict cannot come to
a resolution, the conflict may escalate.
🞇 When a conflict escalates, it may draw more
people into the situation, heightening any already
existing tension.
Stalemate
🞇 Stalemate is the most intense stage and arises out of a
conflict escalating.
🞇 During the stalemate stage, the conflict has spiraled out
of control to a point where neither side is in a position to
win.
🞇 By this point, participants are not willing to back down
from their stances, and each side insists that its beliefs
are ultimately right.
De-Escalation
🞇 Even the most intense conflicts calm down at
some point, as one or more of the persons involved
in the conflict realize they are not likely to reach a
conclusion if they continue with their
unwillingness to look at the conflict from all sides.
🞇 During this stage, parties begin to negotiate and
consider coming up with a solution.
Settlement/Resolution
🞇 After hearing from all parties involved in the
conflict, participants are sometimes able to come up
with a resolution for the problem they are facing.
🞇 As a business owner, you may have to work with the
involved parties to settle the conflict amicably by
shifting the focus to what is really important.
Peacebuilding & Reconciliation
🞇 If the parties reach a solution, it is necessary to repair
the relationships that may have been damaged during
the escalated conflict.
🞇 It is likely the participants used harsh words while in
the midst of the conflict.
Steps for Conflict Resolution
🞇 Identify the problem
🞇 Identify possible solutions
🞇 Evaluate each suggested solution
🞇 Pick the best solution
🞇 See If the solution is working
🞇 If necessary, agree to disagree
Group Scenarios
🞇 Break into assigned groups:
🞇 1. Kyren, Taye, Chris, Tashonn
🞇 2. Alexus, Brianna, Devin
🞇 3. Cole, Chyna, Alfred
🞇 4. Jackie, Makayla, Robert
🞇 5. Willie, Genevive, Albert
🞇 6. Sandra, Alexxis, Ny’Jah
🞇 7. Michael, Caleb, DJ
🞇 Choose one person to the recorder. Discuss the
scenario provided. Use the “Steps for Resolving
Conflict” to come up with a solution to your scenario.
We will share our scenarios and solution with the
class.
Maslow’s Hierarchy of Needs
Applying Work Rules
🞇 Work rules are regulations created to maintain an
effective working environment in business.
🞇 Employees must meet certain expectations if a
business is to operate effectively.
When business rules are violated:
🞇 Verbal warning first
🞇 Written warning second
🞇 A short suspension for the third
🞇 Termination fourth
Responding to Rule Violations
🞇 Be direct
🞇 Don’t postpone
🞇 Investigate before taking action
🞇 Consider special circumstances
🞇 Be consistent
🞇 Punish in private, praise in public
🞇 Encourage employees to follow work rules by
rewarding those who consistently follow them.