Professional Development Series: Managing Conflict
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Transcript of Professional Development Series: Managing Conflict
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Professional Development
Program
Managing Conflict
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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
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Topics for Discussion
Work behaviors, personality and perception
Conflict management skills and strategies
Evaluations and criticism Effective communication during
conflict
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Managing Conflict
One million workers (18,000 people per week) are assaulted on the job in the United States alone – due to conflict.
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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.
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Big 5 Personality TraitsTayla Bauer and Berrin Erdogan, Organizational Behavior. Nyack, NY: Flat World
Knowledge
gg
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Personality AssessmentTayla Bauer and Berrin Erdogan, Organizational Behavior. Nyack, NY: Flat World Knowledge
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Three Types of Conflict
Intrapersonal
InterpersonalIntergroup
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Conflict Examples
Communication? Personality?
Task? Stress?
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Causes of Conflict
Organizational structure
Limited Resources
Task Interdependenc
e
Incompatible goals
Personality differences
Communication problems
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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
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Negative Outcomes of Conflict
Promotes a climate of mistrust
Feelings of defeat – low morale and increased turnover
Increased stress and anxiety
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Conflict-Handling Styles
Avoiding Accommodating
Compromising
Competing Collaborating
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Unresolved Conflict - Backpacking
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Evaluations & Criticism
Handout Review
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Group Activity
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“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
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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
Image Source Page: http://www.clipartoday.com/clipart/cartoons/cartoon/cartoon_265071.html