Академический Документы
Профессиональный Документы
Культура Документы
Conflict Defined
Conflict Elements
o Interpersonal Conflict: an expressed struggle between at least two interdependent
people who perceive incompatible goals, scarce resources, or interference in the
achievement of their goals
Conflict as a Process
o Mild differences Disagreement Dispute Campaign Litigation Fight
o 5 Stages
Prior Conditions
Frustration Awareness
Active Conflict
Resolution
Follow-Up
o 2 Types
Constructive: helps build new insights and establishes new patterns in a
relationship
Destructive: dismantles relationship
Conflict Triggers
o Criticism
o Feeling entitled
o Perceived lack of fairness
o More perceived costs than rewards
o Different perspectives
o Stress and lack of rest
o Dialectical tension: tension arising from a persons need for two things at the
same time
Being separate and connected
Feeling of being open and closed
Conflict Myths
Conflict is always a sign of a poor interpersonal relationship
Conflict can always be avoided
Conflict always occurs because of misunderstandings
Conflict can always be resolved
Conflict Types
Pseudoconflicts: misunderstandings
o Strategies
Check your perception
Listen between the lines
Be supportive
Listen actively
Simple conflict: different stands on the issues
o Strategies
Clarify understanding
Stay focused on facts and issues
Generate many options
Find the kernel of truth in what your partner is saying
Ego conflict: conflict gets personal
o Strategies
Return to the issues
Talk about a problem to be solved
Write down rational arguments to support your position
Use I-messages rather than You-messages
Avoid contemptuous messages
Perceived gender differences in responding to conflict
o Feminine
Equity and caring
Interact to achieve closeness and interdependence
More aware of interpersonal dynamics
Encourage mutual involvement
o Masculine
Equality of rights and fairness
Interact to achieve specific goals
Less aware of interpersonal dynamics
Protect self-interest
Conflict and Power
Interpersonal power: degree to which a person is able to influence his or her partner
Power principles
o Power exists in all relationships
o Power derives from the ability to meet a persons needs
o Both people in a relationship have some power
o Power is circumstantial
o Power is negotiated
Power sources
o Legitimate: respect and position
o Referent: charisma and attraction
o Expert: knowledge and experience
o Reward power: persons ability to satisfy our needs
o Coercive power: use of sanctions or punishment
Compliance gaining: taking persuasive actions to get others to comply with our goals
Power negotiation
o Assess needs
o Identify power-based conflicts
o Discuss power issues directly
Conflict Management Styles
Five-style model that includes two primary dimensions: concern for others and concern
for self
o Avoidant: backing out of and trying to side-step conflict (lose-lose)
Demand-withdrawal pattern of conflict management: one person makes a
demand and the other person avoids conflict by changing the subject or
walking away
o Accommodation: giving in to the demands of others (lose-win)
o Competition: stresses winning (win-lose)
o Compromise: seek middle ground (lose/win-lose/win)
o Collaboration: work together to solve conflict (win-win)
Conflict Management Skills
Manage your emotions
o Be aware that you are becoming angry and emotionally volatile
o Seek to understand why you are angry and emotional
o Plan your message
o Breathe
o Avoid personal attacks
Manage information
o Clearly describe the conflict-producing events
o Take turns talking
o Use effective listening skills
o Check your understanding of what others say and do
o Be empathic
Manage goals
o Identify your goals and your partners goals
o Identify where your goals and your partners goals overlap
Manage the problem
o Use principled negotiation strategies
Separate people from the problem
Focus on shared interests
Generate many options to solve the problem
Base decisions on objective criteria
o Use a problem-solving structure
Define the problem
Analyze the problem
Determine the goals
Generate multiple solutions
Select the best solution
o Develop a solution that helps each person save face