Академический Документы
Профессиональный Документы
Культура Документы
Myths
1. 2. 3. 4. Conflict shouldnt exist Conflict can be avoided All conflict can be resolved Conflict can only have one winner
Truths
1. Conflict always occurs 2. Conflict can be managed 3. Conflict builds relationships
Sources of conflict
Control Expectations Information Role Ambiguity Resources Stress Personality
Types of conflict
Personal Team o Performing roles that clash with personal expertise, goals, values or ethics o Dispute between two individuals
Conflict resolution the process of problem-solving to satisfy the needs and desires of both parties
o Reduce mutual dependence o Utilize the chain of command o Reorganize departments Direct o Collaboration o Work together to achieve mutual goals o Most time consuming o Used for complex issues o Not appropriate when one party is unconcerned about the conflict o Do not use for minor disputes or when immediate action is required o Compromise o Appropriate when parties are trying to do mutually exclusive goals and it is impossible to completely satisfy both parties objectives. o Parties generally have the same power or positional control. o Inappropriate when one party has more power or resources. o Inappropriate when situation is complex or resolution may be time consuming. o Accommodation o Passive style lose-win orientation. o Use when you think you have made a mistake and are at fault. o Sacrifice current position for future favours. o Use when perceived position is weaker or it is more important to the other party. o Do not use if the issue holds substantial importance. o Avoid if the other party is untruthful, manipulative or unethical. o Control o Aggressive style win-lose o Use when an immediate decision is needed or the issue is minor. Other parties can place blame on you rather than themselves. o Used when one party is superior in power, information or qualifications. o Inappropriate when there are several complex issues or the issues are unimportant to one of the parties. o Avoid when both parties possess similar decision-making authority. o Avoidance o Passive style lose-lose orientation o Can create feelings of frustration and aggravation restricts personal and organizational gain. o Use only when both parties perceive the problem and its consequences as minor. o Inappropriate when one has to make the final decision. o Inappropriate when an issue has significant importance.
Guidelines
o Never address conflict when you are not prepared.
iv. Encourage positive thinking. 4. Determine the parties expectations make them understand each others needs. 5. Select a course of action
Encourage teamwork
o Create a comfortable climate o Eliminate environments where team members feel they are being punished or ridiculed. o Keep conflict constructive o Conflict is always 2-sided. o Clarify goals o Foster unity o Encourage team-based decisions
Communication Skills
o o o o o o Open-mindedness Ability to communicate reasons behind viewpoints Ability to avoid defensive messages Ability to keep responses descriptive be explicit with your meaning Ability to appeal to a common goal Ability to respond, dont react, to people
Maintaining Dialog
o Prep the participants
Find neutral turf Set an agenda Set the timeframe never try to rush parties into making a decision Referee the interaction do not hesitate to step in and separate the parties Elicit reactions avoid Yes and No questions Offer observations interrupt the process if you feel and issue has been overlooked. o Restate the issues o Plan for future dialog o o o o o o