Copyright 2003, Dr. Larry W. Long 1 Chapter 8 Conflict Management by Dr. Larry W. Long
Dec 24, 2015
Copyright 2003, Dr. Larry W. Long
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Consequences of Conflict
DYSFUNCTIONALDYSFUNCTIONAL Coalitions, Isolation, Coalitions, Isolation,
& lower participation& lower participation GatekeepingGatekeeping DeceptionDeception Lowered satisfactionLowered satisfaction Lowered productivityLowered productivity Compliance relianceCompliance reliance
FUNCTIONALFUNCTIONAL CohesionCohesion Greater motivationGreater motivation Better problem Better problem
solvingsolving Goal attainmentGoal attainment Benefits for othersBenefits for others Reality adjustmentReality adjustment
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Defining Conflict
• ConflictConflict– Two or more
competing, often incompatible, responses to a single event
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Identifying Conflict• Differentiate between
symptoms and causes
• Requires value-system definition– Conflict often arises
because people hold different values
• A precondition to effective conflict management
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Locating Conflict
• Conflict must be located before actual management can begin.
• Locating conflict is similar to problem identification.
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Conflict Locations
• Intrapersonal
• Interpersonal
• Intragroup
• Intergroup
• Intraorganizational
• Interorganizational
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Communication induced conflict
. . . occurs when different information exists.
. . . different problems and solutions are identified.
. . . different behavior regulation strategies are preferred .
. . . different conflict management strategies are preferred.
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Localizing Conflict
• Specifically define the boundaries of the conflict.
• Nurture conflict when functional; Reduce when dysfunctional
• Ability to locate and assess conflict will determine effectiveness of regulation.
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Evidence of Conflict Occurs
Intrapersonal?
Interpersonal?
Intragroup?
Intergroup?
IntraOrg?
InterOrg?
No
No
No
No
No
No
No
Yes
Yes
Yes
Yes
Yes
Yes
No
No
No
Information Management
ConflictManagement
Problem/SolutionIdentification
BehaviorRegulation
Select AStrategy
Select AStrategy
Select AStrategy
Select AStrategy
Yes
Yes
Yes
Yes
Conflict/Communication Location Matrix
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Strategies for Managing Conflict• Power: Both advocate -- win-lose• Compromise: Middle-ground
solution sought -- lose-lose• Creative Alternative: search for
consensus -- win-win
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Strategy for Managing Conflict
• Some tactics can be used in either situation, but certain elements of third-party intervention are distinctive:– Collaboration– De-escalation– Facilitation
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Tactics for Managing Conflict– Focus and contain conflict– Control levels of threat– Clarify management policies
on communication– Identify conflict early– Balance dependencies– Evaluate motivational
preference– Use appropriate strategies
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Personal Conflict Styles• Influence the way
conflict is identified, defined, located and localized.
• Determine if conflict will be escalated, maintained, reduced, or avoided.
• Are characterized by a desire to satisfy one’s own interests.
1040-A1040-A
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Personal Management StylesPersonal Management StylesA
sser
tive
ness
Tow
ard
Ow
n G
oals
HIGH
LOW Responsiveness Toward Other Party’s Goals HIGH
“DRIVER”Power Strategist
(Dominator)
“ANALYTIC”Avoidance/”Slow-paced”
Strategist(Neglecter)
Compromise Strategist(Compromiser)
“EXPRESSIVE”Creative Alternative
Strategist(Integrator)
“AMIABLE”Accommodation Strategist
(Appeasement)
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What Kind of Manager Are You?• Are you highly competitive?
– You might be a gaming manager.
• Characteristics:– Competitive– Conflict strategy is win-lose– Clear distinctions between
supervisors and subordinates– Driver social style - pushy,
severe, tough, strong-willed
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What Kind of Manager Are You?• Are you overly sensitive?
– You might be a tentative manager.
• Characteristics:– Desire to keep people happy– Conflict strategy is appeasement– Negatively view conflict– Amiable social style
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What Kind of Manager Are You?• Are you a performer?
– You might be an idealistic manager.
• Characteristics:– Believes every problem has
solution
– Conflict Strategy is win-win
– Endeavor to be an active leader
– Expressive social style: manipulative, excitable, friendly, a bit dramatic