Professional Development

Program

Managing Conflict

Introduction

Instructor: Tracy Tulle

Profile: Operations Manager and Business Course Instructor for the College of Adult & Graduate Studies at Wisconsin Lutheran College

Former Vice President of Inflight Services for Comair, Inc. - a Delta Airlines subsidiary

18 years of leadership in the airline industry

Topics for Discussion

Work behaviors, personality and perception

Conflict management skills and strategies

Evaluations and criticism Effective communication during

conflict

Managing Conflict

One million workers (18,000 people per week) are assaulted on the job in the United States alone – due to conflict.

Understanding Conflict

DefinitionA process that involves people

disagreeingor

The physical or psychological struggle associated with the

perception of opposing or incompatible goals, desires, demands, wants or needs.

Big 5 Personality TraitsTayla Bauer and Berrin Erdogan, Organizational Behavior. Nyack, NY: Flat World

Knowledge

gg

Personality AssessmentTayla Bauer and Berrin Erdogan, Organizational Behavior. Nyack, NY: Flat World Knowledge

Three Types of Conflict

Intrapersonal

InterpersonalIntergroup

Conflict Examples

Communication? Personality?

Task? Stress?

Causes of Conflict

Organizational structure

Limited Resources

Task Interdependenc

e

Incompatible goals

Personality differences

Communication problems

Positive Outcomes of Conflict

Clarification of views that build learning

Increased participation and creativity

Surfacing of assumptions that may be inaccurate

Broader range of ideas

Negative Outcomes of Conflict

Promotes a climate of mistrust

Feelings of defeat – low morale and increased turnover

Increased stress and anxiety

Conflict-Handling Styles

Avoiding Accommodating

Compromising

Competing Collaborating

Unresolved Conflict - Backpacking

Evaluations & Criticism

Handout Review

Group Activity

“The quality of our lives depends not on whether or not we have conflicts, but

on how we respond to them.” Tom Crum

author and presenter in the fields of conflict resolution

Managing Conflict

Presentation Material and Text:

Scott McLean, Business Communication for Success. Nyack, NY: Flat World Knowledge

Talya Bauer and Berrin Erdogan, Organizational Behavior. Nyack, NY: Flat World Knowledge

Mason a. Carptenter and Talya Bauer, Principles of Management. Nyack, NY: Flat World Knowledge

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