PANOECONOMICUS, 2014, 5, Special Issue, pp. 527 … 2014, 5, Special Issue, pp. 527-542
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S
Conflict Management ManualFor
The Wilmington Hammerheads FC
What is Conflict?
The interaction of interdependent people who perceive incompatibility and the possible interference from others as a result of that incompatibility
In other words, conflict is a real or perceived disagreement that has the possibility of ending in argument
Conflict: Good or Bad?
Encourages new thinking
Raises questions
Builds relationships
Opens minds
Conflict: Good or Bad?
Higher anxietyUnhealthy competition
High employee turnoverLow morale
Increased worker complaintsAbsenteeism
Low productivitySabotage
Types of Communication
Defensive & Supportive Communication
Power & Conflict
Dissent
How to Promote Articulated Dissent
Develop a culture of trust and respect
Strive to receive and use input wherever possible
Share in decision making
Encourage risk taking
Engage in conversations about needed change
Promote independent thinking
Identity & Face
Culture & Conflict
Mediation
Step 1 - Introduction
Explain what mediation is
Discuss ground rules (such as no interrupting)
Set a positive tone
Step 2 – Exploration
Ask all parties to tell their perspective of the conflict
Ask non-judgmental questions
Take notes on the underlying interests of both parties
Summarize interests
Reframe positional statements
Acknowledge feelings
Step 3 - Agenda Setting
Make a list of all underlying interests (maybe write them
out on a white board)
Have parties agree on the order of importance of issues
Find common interests
Step 4 – Problem Solving
Clarify all of the issues
Reframe if necessary
Brainstorm solutions• Are these ideas possible? (reality
testing)
Step 5 – Agreement
Write down the agreement that has been made
Read the agreement for all parties to validate
Obtain all external approvals if necessary
Have all parties sign the agreement
Steps of Mediation
Emotions & Conflict
Conflict Management
Types of Conflict Management
Dispute System Design
Case Study