CONFLICT RESOLUTION Objectives Understand the definition of conflict

CONFLICT RESOLUTION

Objectives: Understand the definition of conflict Comprehend the differences between ‘disagreement’ and ‘conflict’ Understand the positive and negative impacts of conflict Learn the different approaches to managing conflict Learn how to control you anger

Activity: What do you understand by the term conflict?

Answer: • To come into collision • be contradictory • or in opposition

Activity: What is the difference between disagreement and conflict?

Answer: Disagreement When people disagree, it means that everyone involved knows what everyone thinks. People talk to each other about what they disagree about, and everyone knows who is on which side.

Answer: Conflict When people are in a conflict, it means that one or more of the participants in the conflict, often all, avoid or do not talk to each other. Feelings are very strong and assumptions about counterparties are steep.

e m o s t a h W f : y o t i s v e i s u a Act c n k o r o m w e com h t t a t c i l f con place?

Answer: What some common causes conflict at the work place? 1. Conflicting resources 2. Conflicting styles 3. Conflicting perceptions 4. Conflicting goals 5. Conflicting pressures 6. Conflicting roles 7. Different personal values 8. Unpredictable policies

Activity: What are some positive and negative impacts of conflicts in the workplace?

Competition Activity: Is competition considered a positive or negative conflict in the workplace?

Competition can be a positive or negative conflict in the workplace, depending on the situation. Positive conflict For example, two of the top sales people in the company competing to win a bonus for highest monthly revenue will inspire higher productivity and some bad feelings. But the confidence of each sales representative helps to turn those bad feelings into even more motivation.

Competition Negative conflict A competition between the least productive sales associate and the most productive sales associate can result in negative conflicts based on frustration.

How to keep the conflict healthy: Spur Creativity Leaders who choose to spur competition to motivate employees must be certain that the conflict can be contained. Proactive people tend to motivate each other to perform at a higher level. Sometimes that motivation can come in the form of arguing or confrontation, but the end result is that both parties should be aware that they were pushed to their maximum productivity levels.

Personal Conflict Bringing personal feelings and issues to the workplace always creates a situation of negative conflict. Personal issues in the workplace have nothing to do with employee efficiency or company productivity. The company becomes caught in the crossfire of a personal confrontation that is only looking for a battleground.

How to solve personal conflict Leaders needs to step into situations in which an employee threatens another worker or his job and remind the parties that personal conflict is not tolerated in the workplace. Human resources needs to log the issue, and leaders should consider severe steps such as employee termination if the pattern persists.

Approaches to managing conflict

Evaluate the Situation Create an effective atmosphere: Take a moment to calm down and deal with your emotions. Look at the possible positive outcomes of the conflict. Create a Mutual Understanding: Quickly evaluate your wants and needs, and those of the other party. Try to identify the real issue. Focus on Individual and Shared Goals: Identify common ground.

Choose your steps Think about the current conflict. Is it really the root cause or is it just a symptom of a larger problem? (Most often, it’s just a symptom. )

Create an Action Plan Once you have some ideas on how to resolve the conflict, do a quick evaluation. What do you want and need out of the solution? What might the other party need? Use these to sketch out a solution. (Remember, if you’re going to propose a solution, the other party is going to want to know what’s in it for them, so make sure you have something to offer. )

Create an Action Plan (con’t) Have a backup plan, too, in case your approach doesn’t work. This could be a different solution, a different way of presenting your original solution, or even a proposal to move to a more complex resolution process. Simply have some ideas in your back pocket in case your original approach doesn’t work.

The Thomas-Kilmann Conflict Mode Instrument

Thomas and Kilman (1972) developed a model that identified five common strategies or styles for dealing with conflict. These styles have two basic dimensions: Assertiveness, which relates to behaviors intended to satisfy one's own concerns. This dimension is also correlated to attaining one's goals, Cooperativeness, which relates to behaviors intended to satisfy the other individual's concerns. This dimension can also be tracked as being concerned with relationships.

Thomas-Kilmann Conflict Mode Instrument.

Using Styles Strategically While every person can use all five styles at different times, we tend to prefer one or two habitual responses in conflict situations. For example, a person may unconsciously use the compromising style of approaching conflict even when the situation would move more quickly and effectively if they were using an accommodating approach. In order to be effective in conflict situation, you will need to learn to expand your use of conflict strategies.

Accommodating (Appeasement/Smoothing) The accommodating style is unassertive and cooperative. The goal of this stance is to yield/gain. Typically a person using this conflict mode neglects his or her needs to satisfy the concerns of the other person. There is an element of self-sacrifice and this stance is concerned with preserving the relationship versus attaining goals.

Accommodating Example: Catch phrase: "It's ok with me, whatever you want. " Pro : Can preserve harmonious relationships, can admit there is a better way Con : Can lead to resentment by not getting your needs met, can diminish your influence, martyr stance

Competing (Forcing / Dominant) The Competing style is a power-oriented mode that is high in assertiveness and low in cooperativeness. The goal of this stance is to win. In this mode the individual aims to pursue one's agenda at another's expense. This may mean standing up for one's needs, defending a cherished position and/or simply trying to win. The goal is deemed very important.

Competing Example Catch phrase: "My way or the highway. " Pro : Decisive, assertive, addresses personal needs Con : Can damage relationships, shut others down

Avoiding (Flight) The avoiding style is both unassertive and uncooperative. The goal of this stance is to delay. In this mode an individual does not immediately pursue his or her concerns or those of another. There is indifference to the outcome to the issue and the relationship and the person withdraws or postpones dealing with the conflict. This style can provide a needed respite from the situation or it can inflame things if the issue keeps being pushed aside.

Catch phrase: "I will think about it tomorrow. " Pro : Doesn't sweat the small stuff, delays may be useful Con : Avoidance builds up and then blows, important issues don´t get dealt with, it can take more energy to avoid then deal at times

Collaborate (Problem solving / Integrative style) The collaborating style is both assertive and cooperative. The goal of this stance is to find a winwin situation. Typically this mode is concerned with finding creative solutions to issues that satisfy both individual's concerns. Learning, listening and attending to both the organizational and personal issues are addressed with this conflict style. It takes time and effort.

Catch phrase: "Two heads are better than one. " Pro : Finds the best solution for everyone, which leads to high commitment, higher creativity in problem solving, team-building Con : Takes time and energy; if applied to all conflicts it can be draining and unnecessary

Compromise (Sharing) The compromising style lands one right in the middle of being assertive and cooperative. The goal of this stance is to find a quick middle ground. Parties find an expedient, mutually acceptable solution by having each person give up something and split the difference.

Catch phrase: "Let's make a deal. " Pro: Fixes things quickly, satisfies needs of both parties, finds temporary settlements to complex issues, has backup up strategy when competition or collaboration fails Con: Can play games, bypass longer-term solutions, compromises found may be dissatisfying and may need to be revisited

Handling difficult people Remember, you can only control your response to the conflict, not the outcome. Sometimes people are just difficult and nothing you can do will change this reality.

How to deal with difficult people Remember that successful conflict resolution depends on effective communication • Address the situation immediately, directly and respectfully • Speak directly to the person and not to someone else about another person's behavior • Separate individuals from the problems. Remind yourself that the problem is the issue or relationship, not the individuals themselves

How to deal with difficult people (con’t) • Objectively try to understand what is behind the difficult person's actions rather than reacting right away • Examine your own contributions to the situation • Be clear in all your communication so the situation is not further complicated with misunderstandings • Discuss the issue using "I" statements (for instance, "I feel uncomfortable when you. . . ") • Reinforce any positive changes (even small ones) made by the difficult person

Communication in conflict When this type of discussion is conducted successfully, it results in far more than a simple change in how you address the situation or your use of language. Remain open and curious: you have so much to learn from each other. Conflict strategies, however, are one side of the coin; how you handle communication in relation to conflict is the corresponding side.

Here are some additional tools that can help you resolve conflicts.

Stress and Anger Management Techniques Being well equipped with some stress and anger management techniques can help you stay calm during the conflict resolution process. Nothing is going to get solved when either (or both) parties are angry and upset.

Stress and Anger Management Techniques Here are 10 tips to help keep you cool during the conflict resolution process: 1. Think before you speak In the heat of the moment, it's easy to say something you'll later regret. Take a few moments to collect your thoughts before saying anything — and allow others involved in the situation to do the same.

2. Once you're calm, express your anger As soon as you're thinking clearly, express your frustration in an assertive but non-confrontational way. State your concerns and needs clearly and directly, without hurting others or trying to control them.

3. Get some exercise Physical activity can help reduce stress that can cause you to become angry. If you feel your anger escalating, go for a brisk walk or run, or spend some time doing other enjoyable physical activities.

4. Take a timeout Timeouts aren't just for kids. Give yourself short breaks during times of the day that tend to be stressful. A few moments of quiet time might help you feel better prepared to handle what's ahead without getting irritated or angry.

5. Identify possible solutions Instead of focusing on what made you mad, work on resolving the issue at hand. Does your colleague’s messy table drive you crazy? Introduce some sort of organizing devices for him/her. Remind yourself that anger won't fix anything and might only make it worse.

6. Stick with 'I' statements To avoid criticizing or placing blame which might only increase tension use "I" statements to describe the problem. Be respectful and specific. For example, say, "I'm upset that you left the office without offering to help with the extra work load , " instead of, "You never do any extra work around here!. "

7. Don't hold a grudge Forgiveness is a powerful tool. If you allow anger and other negative feelings to crowd out positive feelings, you might find yourself swallowed up by your own bitterness or sense of injustice. But if you can forgive someone who angered you, you might both learn from the situation. It's unrealistic to expect everyone to behave exactly as you want at all times.

8. Use humor to release tension Lightening up can help diffuse tension. Use humor to help you face what's making you angry and, possibly, any unrealistic expectations you have for how things should go. Avoid sarcasm, though — it can hurt feelings and make things worse.

9. Practice relaxation skills When your temper flares, put relaxation skills to work. Practice deep-breathing exercises, imagine a relaxing scene, or repeat a calming word or phrase, such as, "Take it easy. " You might also listen to music, — whatever it takes to encourage relaxation.

10. Know when to seek help Learning to control anger is a challenge for everyone at times. Consider seeking help for anger issues if your anger seems out of control, causes you to do things you regret or hurts those around you. u.

William Ellery Channing: Difficulties are meant to rouse, not discourage. The human spirit is to grow strong by conflict. The End