Conflict Management

Conflict is…The interaction of

interdependent people who perceive incompatible goals and interference from each other in achieving those goals.

-Hoeker & Wilmot

Toward Conflict Management

Blake and Mouton’s Conflict Grid

Source: Reproduced by permission from Robert R. Blake and Jane Syngley Mouton. “The Fifth Achievement.” Journal of Applied Behavioral Science 6(4), 1970..

What is Conflict?

Conflict is not…Sign of a bad

relationship Negative

experienceMistake Struggle between

right and wrong

Conflict is…Perceived

difference needs, values and

goals Part of a

relationshipConsequence of

growth change

Examples of Conflict

Generational change: Housestaff clash with primary care providers

Technology driven change: Upgrading to electronic medical records

Change in scope of practice: Should we admit to the hospitalists?

Something just isn’t fair: What about our salaries?

Others

Advantages of Conflict

Diffuse more serious conflictsStimulate search for new facts or

solutions Enhance relationships Increase cohesiveness

Conflict should be managed not eliminated

Disavantages of Conflict

Time consuming Disrupts progress/ problem solvingDetracts from job at hand Keeps people apart; if unresolved Poor quality, lowers productivityReduces team effectiveness

Styles of ConflictSuccessful leaders

know their own preferred style of handling conflict, but vary their style to meet the needs of the

situation..

Styles of conflict

High

Low

Competition Collaborate

Compromise

Avoidance Accommodate

Low High Cooperativeness

Why Conflict Arises

Type “A” Personality

Vs.

Type “B Personality

Type ”A” Personality

Highly CompetitiveStrong PersonalityRestless when

inactiveSeeks Promotion

Punctual Thrives on deadlinesMaybe jobs at once

Type “B” Personality

Works methodicallyRarely competitiveEnjoys leisure timeDoes not anger

easilyDoes job well but

doesn’t need recognition

Easy-going

Aggressive PeopleBody language

Stiff and straight Points, bangs tables to emphasize

points Folds arms across body

Verbal language “I want you to…” “You must…” “Do what I tell you!” “You’re stupid!”

Aggressive people are basically insecure….. Try toavoid them.

Submissive people

Body Language Avoids eye

contact Stooped posture Speaks quietly Fidgets

Verbal Language “I’m sorry” “It’s all my fault” “Oh dear”

Submissive people have a great senseof inferiority

Assertive PeopleBody language

Stands straight Appears composed Smiles Maintains eye contact

Verbal language “Let’s” “How shall we do this?” “I think… What do you think?” “I would like…”

Types of Conflict

Within an individual Between two individualsWithin a team of individualsBetween two or more teams

within an organization

Approaches to Conflict

Win/Lose One party gets satisfaction

Lose/Win The other party gets satisfaction

Lose/Lose Neither party gets satisfaction

Win/Win Both parties feel satisfied

Responses to Conflict The exit response involves leaving a relationship

either by physically walking out or by psychologically withdrawing.

The neglect response occurs when an individual denies or minimizes problems, disagreements, anger, tension.

The loyalty response is staying committed to a relationship despite differences.

The voice response is an active, constructive strategy for dealing with conflict by talking about problems and trying to resolve them.

Responses to Relational Distress

Exit Voice

LoyalityNeglect

Active

Passive

Destr

ucti

ve C

onstru

ctive

Causes of conflict

Conflict of aims- different goals Conflict of ideas- different

interpretations Conflict of attitudes - different

opinions Conflict of behavior- different

behaviors are unacceptable

Stages of Conflict

Conflict arises Positions are stated and

hardened Actions, putting into action their

chosen plan Resolution???

Preventing Conflict

Assess positive and negative personality traits of people involved

Determine personality type Aggressive Submissive Assertive

Assess if people are introvert or extroverts...

Preventing Conflict

Review past conflictsAssess communication skills of

those involvedRead body language of participants

Preventing ConflictTry to reduce conflict

Realize that communication is colored by personal experience, beliefs, fear, prejudices

Try to be neutral Plan the timing and place of the

conversation Realize that outside stress may add to

confrontation Eliminate/reduce external

interruptions

Preventing Conflict

Manage the language used Neutral vs. loaded words Reduce technical language Allow for cultural differences in

language Words may have different meanings

for different people…ask them to elaborate

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Tips for Managing Workplace Conflict

Build good relationships before conflict occurs Do not let small problems escalate; deal with them as they

arise Respect differences Listen to others’ perspectives on the conflict situation Acknowledge feelings before focussing on facts Focus on solving problems, not changing people If you can’t resolve the problem, turn to someone who can

help Remember to adapt your style to the situation and persons

involved

Aids to Communication

Listen Actively RelaxObserve body

languageDevelop interest in

others interestsAsk for clarificationPlan what you are

going to say

Tailor words to person

Determine the best timing

Determine the best place

Why is the conversation necessary

Personalities who cause conflict

AggressorPassiveAbsenteeError proneNegative

attitudeChatterboxDo nothing

Personalities who cause conflict

UnreliableTime wasterResentful person

WAC’em method

What’s bothering you?

A -What do you want to Ask the person to do?

Check in to see if what you’ve asked for can happen