Conflict Management

Conflict Management

2

Objectives By the end of presentation, audience will be able to:

• Define conflict.• Discuss types of conflict• Describe factors affecting conflicts modes• Describe stages of conflict escalation. • Illustrate seven steps to prevent conflicts• Analyze conflict management styles• Discuss considerations in selecting conflict

management styles• Discuss different forms of conflict negotiations

3

Define Conflict• “Conflict is neither good, nor bad,

it just is!” (Marshall, 2006).

• It can occur at anytime and in any place, originating between two individuals or groups when there is a disagreement or difference in their values, attitudes, needs, or expectations

(Conerly, 2004).

4

Why conflict arise?People differ… so they:

• See things differently• Want different things• Have different thinking styles, which prompts

them to disagree• Are predisposed to disagree• Have different personalities• Have different status• Have ideological and philosophical differences• Have different goals• Have different approaches• Are influenced by fear, force, fairness or funds

5

Types of conflict•Emotional

•Cognitive/ task

•Constructive

•Destructive

(Thompson, Aranda, and Robbins, 2000).

6

Factors Affecting Conflict mode•Gender•Self – concept•Expectations•Situations•Position (power)•Practice•Communication skills•Life experiences

7

7 stages of conflict escalation

(David Liddle 2004)

8

Conflict creating balloon!

9

Choose Your Statements on Conflict

•I tend to avoid conflict•I depend on harmony•I always stand up and express my opinion•I hate conflict•I like conflict because it produces results

and progress•I often compromise in conflict•I have lost in conflict•Most of my conflicts are with my spouse•Conflict can be good

10

How do people respond to conflict? Fight or Flight

•Get away from the conflictor

•We are ready to take on anyone who comes our way.

(Dr. Margaret Paul, 2006)

11

7 steps to prevent conflict

•Be proactive instead of reactive.

•Be slow to anger-especially over petty issues.

•Instead of telling people they are wrong, point out mistakes indirectly.

12

Cont…• Look for some type of common

ground as soon as possible.

• If you find that you are in the wrong, admit it.

• Admit one of your own poor decisions before pointing out a similar error by others.

• Mend fences whenever possible.

13

Find your Conflict Management Styles

ASStyle Matters

14

Compromise

15

Cooperativeness

16

Avoidance/Withdrawal

17

Accommodating

18

Competition

19

Smoothing

20

Collaborating

21

22

Two Dimensional Conflict Handling ModelThomas-Kilmann (1974)

ASSERTIVENESSFocus on my needs,desired outcomes

and agenda

COOPERATIVENESSFocus on others’ needs and mutual relationships

Avoiding• Withdraw from the situation

• Maintain neutrality

Accommodating• Accede to the other party

• Maintain harmony

Competing• Zero-sum orientation

• Win/lose power struggle

Collaborating• Expand range of possible options

• Achieve win/win outcomes

Compromising• Minimally acceptable to all • Relationships undamaged

Kenneth Thomas & Ralph Kilmann, 1974. (Bonnie Burrell, 2001)

23

Considerations in selecting conflict management style•Relationship•Importance•Energy•Awareness of consequences•Readiness•Consequences in disengagement

24

Decide on a SMART agreement•S Specific•M Mutually acceptable•A Appropriate•R Realistic•T Time based

25

Lets Identify Your Conflict Style Matrix!

26

Questions ? 1.Never 2.Seldom 3.Sometimes 4.Frequently 5.Very frequently

____  Soft words win hard hearts (B)

_____    Come now and let us reason together (O)

_____    The arguments of the strongest always have the most weight (S)

_____    You scratch my back, Iíll scratch yours (F)

_____    The best way of handling conflict is to avoid it (T)

_____    When one hits you with a stone, hit him with a piece of cotton (B)

_____    A question must be decided by knowledge, not by numbers if it is to have a right decision (O)

27

1.Never 2.Seldom 3.Sometimes 4.Frequently 5.Very frequently_____ If you cannot make a person think as you do, make him

do as you think (S)

_____    Better half a loaf than no bread at all (F)

_____    If someone is ready to quarrel with you, he isnít worth knowing (T)

_____    Smooth words make smooth ways (B)

_____    Digging and digging, the truth is discovered (O)

_____    He who fights and runs away lives to run another day (S)_____    A fair exchange brings no quarrel (F)

28

1.Never 2.Seldom 3.Sometimes 4.Frequently 5.Very frequently

___ There is nothing so important that you have to fight for it (T)

_____    Kill your enemies with kindness (B) _____    Seek till you find, not lose your labor (O) _____    Might overcomes right (S) _____    Tit for tat is fair play (F) _____    Avoid quarrelsome people - they will only make your life

miserable (T)

29

Cont…•Add up your score for each of the five

letters. 

•Your highest score is your primary way of responding to conflict.  Your second highest score is your back-up style, usually the one used under stress.  

____B (Bear)   ____O (Owl) ____S (Shark)    ____F (Fox)  ___T (Turtle)

(Adapted from Lawrence and Lorsh, 1987)

30

"Different forms of Conflict Negotiation"

31

Conciliation/ third party

32

Negotiation

33

Mediation

34

LET’S HAVE SOME FUN

35

Summary

(Almost, J. 2006)

36

RECOMMENDATIONS

37

38

References

Almost, J. (2006). Conflict within nursing work environments: concept analysis. Journal of Advanced Nursing, 53(4), pg. 444-453.

College of Nurses of Ontario. (2006). Conflict prevention and standard of care. Practice guideline, 1-16

Conerly, K. (2004). What is your conflict style? Understanding and dealing with your conflict style. Journal for Quality and Participation. Retrieved from www.findarticles.com/p/articles/mi_qa3616/is_200407/ai_n9425833/prin

Hignite, M. A., Margavio, T. M. & Chin, J. M. (n.d.). Assessing the Conflict Resolution Profiles of Emerging Information Systems Professionals. Journal of Information Systems Education, Vol. 13(4). Pg. 315 – 324. Retrieved from http://www.jise.appstate.edu/Issues/13/315.pdf

39

References Friedman, A. R., Tidd, S. T., Currall, S. C.

& Tsai, J. C. (2000). What goes around comes around:the impact of personal conflict style on work conflict and stress. The International Journal of Conflict Management, 11(1) pg 32 –55.

Marshall, P. (2006). Conflict resolution: what nurses need to know. Retrieved from www.mediatecalm.ca/pdfs/what%20nurse%20need%20to%20know.pd

Thompson, Leigh, Aranda, E. & Robbins, S. P. (2000). Tools for Teams. Boston: Pearson Custom Publishing

414141

4242