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ConflictA process that begins when one

party perceives that another hasnegatively affected, or is about tonegatively affect something that

the first party cares about.

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Conflict is..Conflict: occurs when cares/concerns appear to be

incompatible

Internal Conflict:a disturbance that rages within a single individual

Interpersonal Conflict:A disturbance that exists between 2 or moreindividuals/groups

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Sources of ConflictChangePower

ScarcityDiversityCivility

CommunicationValue differentiation

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Dealing With ConflictSubstantive Conflict

disagreement over goals, resources, rewards, policies,procedures, and job assignments.

Emotional Conflictresults from feelings of anger, distrust, dislike, fear, andresentment, as well as relationship problems.

Functional Conflictstimulates us toward greater work efforts, more creativityin problem solving, and even to cooperate more withothers.

Dysfunctional ConflictIs destructive and hurts task performance

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Dealing With Conflict

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How people respond

RetaliateMomentaryAlways a mistake

IntimidateShort tempers

Strong opinionsHard on the long term relationship

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How people respond (cont)

IsolateAppear to accept the situationThey may actually be suppressing it

This is how small problems grow into hugemisunderstandings

Cooperate

Confront the issue immediatelyAddress the problem by putting it on thetableGreatest long term benefit

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2 Critical Elements of Conflict

CommunicationVerbal communication

7%Non-verbal communication

93%

Emotional AspectIs this pushing a hot button?What is your level of commitment tothis person?What else is happening in your life?On a scale of 1-10, how important isthe issue?

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Stages of ConflictStage One: Everyday Difficulties

Low intensityDay-to-day irritationsDiscomfort & anger are quickly passed off No big deal attitude

Strategies:AvoidanceObliging

Jointly examine both sidesEvaluate the proportion of the reaction to thesituation

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Stages of ConflictStage Two: Significant Difficulties

Win-lose attitudeMore personal investmentSelf interest & saving face is importantVictories/mistakes are rememberedAlliances & cliques are formed

StrategiesCreate a safe environment informal setting, neutralturf, agenda, control, set tone, be vulnerableHard on facts and soft on peopleDo initial work as a teamLook for middle groundAllow enough timeSeat people next to each other

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Stages of Conflict

Stage Three: Overt BattlesShift from wanting to win to wanting to hurtBeing right and punishing the wrong is a consumingmotivationPositions are polarizedLogic and reason are ineffective

Strategies:

Negotiation discussion & compromiseMediation third party serves as a go-between inorder to reconcileArbitration determination of a case in controversyby a person selected by the parties

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Conflict

Unassertive Assertive

Uncooperative

Cooperative

Collaborating-Solution that meetseach others needs

Accommodating-Seeking harmonyamong parties

Avoiding-hiding ones true

feelings

Competing-Forcing a solution to

impose ones will

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AVOID Wait/SeeFORCE Win/Lose

ACCOMMODATE Lose/WinCOMPROMISE Lose/WinCOLLABORATE Win/Win

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Managing Conflict

We need to: S TOP

T HINK

A NALYSE

R ESPOND

In situations of crisis and potential conflict always remember star

S T A R

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What is the Best Way to HandleConflict???

No silver bullet or magic formula

Key is knowing when to use each strategy,and not to let the situation get out of control

Remember Negative behavior neverconfronted, never changes!!!!

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Successful NegotiationNegotiation is a process of reaching agreement.

Negotiation can be approached in distributive or integrative ways.

Integrative agreements require commitment, trust, and information.

Successful negotiation should meet high ethical standards.

Negotiators should guard against common negotiation pitfalls.

Mediation and arbitration are forms of third-party negotiations.

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Thank You