how to resolve workplace conflicts comtex news network liquid africa michael drennan and mindy konno
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How to Resolve Workplace How to Resolve Workplace ConflictsConflicts
Comtex News Network Liquid AfricaComtex News Network Liquid Africa
Michael Drennan and Michael Drennan and
Mindy KonnoMindy Konno
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What is Conflict? (Article View)What is Conflict? (Article View)
• Conflict – A sharp disagreement or opposition of interest of ideas
• It is estimated that managers spend at least 25% of their time resolving workplace conflicts
• In any social environment, conflict is both inevitable and normal
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What is Conflict? (Book View)What is Conflict? (Book View)
• Conflict – One party perceives its interests are being opposed or set back by another party.
• Functional vs. Dysfunctional
• Major Forms of Conflict
- Personality Conflict
- InterGroup Conflict
- Cross-Cultural Conflict
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Types of ConflictTypes of Conflict
• Miscommunication usually primary cause. We can categorize others under:
•Difference in opinion, interests and values
•Difference in sex
•Difference in culture, background and upbringing
•Unclear roles and expectations
•Personality clash
•Language difference
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How do we incorrectly react to How do we incorrectly react to conflict?conflict?
• The Ostrich Model: Avoids, pretends, runs away from the issue, preferring not to “rock the boat.”
• The Charging Buffalo: Aggression with the view to defeat, every conflict has a winner and loser and you intend to win.
• I Don’t Care Attitude: Where nobody takes or seeks responsibility but watches as conflict builds up into destruction.
• The Cassava Model: This involves treating the symptoms as the root causes grow bigger.
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Barriers to communicationBarriers to communication
• Anger• Silence• Interruptions• Defensiveness• Ridicule• Tears• False agreement
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How do we correctly react to How do we correctly react to conflict?conflict?
• Compromise!! By finding some middle ground you can both win!
• Problem Solving!! Deal with the problem openly to find a solution that benefits everyone.
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Managing ConflictManaging Conflict
• Programmed Conflict
-Devil’s Advocacy
-Dialectic Method
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Third Party InterventionsThird Party Interventions
• Facilitation
• Conciliation
• Peer Review
• Ombudsman
• Mediation
• Arbitration
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Communication is an Art!!Communication is an Art!!
• Try not to react in anger.
• Knowing your own weaknesses.
• Respecting other peoples views.
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Conclusion:Conclusion:
• Conflict is inevitable!• How you react to
conflict will determine outcome!
• Communication is the Key!
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Any Questions?Any Questions?