Types of ConflictTypes of Conflict

Types of ConflictTypes of Conflict

Conflict arises when there is a disagreement Conflict arises when there is a disagreement about how to best solve a particular problemabout how to best solve a particular problem

• It may be about something that is really personal orIt may be about something that is really personal or• It can result from a disagreement between two or more It can result from a disagreement between two or more

peoplepeople

Finding the best solution to to a conflict involvesFinding the best solution to to a conflict involves Rationally considering the various possibilitiesRationally considering the various possibilities Showing empathy for the points of view of the Showing empathy for the points of view of the

involved partiesinvolved parties

Personalized versus Personalized versus Depersonalized ConflictDepersonalized Conflict

DepersonalizedDepersonalized When a conflict stems When a conflict stems

from a difficult situation or from a difficult situation or problemproblem

A rational resolution A rational resolution process without emotion process without emotion is possibleis possible

Often can become Often can become invested in a particular invested in a particular point of viewpoint of view

PersonalizedPersonalized When people are in When people are in

opposition to one anotheropposition to one another Emotional reactions and Emotional reactions and

feelings often arise and feelings often arise and having to work with this having to work with this person may be annoying, person may be annoying, confrontational, or confrontational, or offensive to the people offensive to the people involvedinvolved

Most important, it may Most important, it may cause an unproductive cause an unproductive work environmentwork environment

Intrapersonal versus Interpersonal Intrapersonal versus Interpersonal ConflictConflict

Intrapersonal Intrapersonal Internal conflict, or having Internal conflict, or having

to make a tough decision to make a tough decision all on your ownall on your own

A person who has A person who has developed a clear set of developed a clear set of personal values and a personal values and a strategy for making strategy for making decisions faces less decisions faces less stress than these stress than these dilemmas often present dilemmas often present for others less preparedfor others less prepared

InterpersonalInterpersonal Conflict between two or Conflict between two or

more individuals, where more individuals, where each hold an opposing each hold an opposing viewview

Intragroup versus Intergroup Intragroup versus Intergroup ConflictConflict

Intragroup Intragroup When a group is split on When a group is split on

an issuean issue The decisions that are The decisions that are

most strongly supported most strongly supported afterwards are those afterwards are those where the group reaches where the group reaches a consensusa consensus

i.e. by the time the vote is i.e. by the time the vote is taken, the decision is taken, the decision is unanimousunanimous

IntergroupIntergroup When entire groups are in When entire groups are in

conflict with each otherconflict with each other

Common Causes of ConflictCommon Causes of Conflict

Differing Goals, Needs, or ValuesDiffering Goals, Needs, or Values

If your goals differ from those of the If your goals differ from those of the people you are interacting with you may people you are interacting with you may place different value on various outcomesplace different value on various outcomes

For example, if you value group harmony, For example, if you value group harmony, and you are working in a group with and you are working in a group with someone who is more concerned about someone who is more concerned about getting a task completed than about getting a task completed than about keeping group members happy, your keeping group members happy, your group may experience conflictgroup may experience conflict

Rivalries and Personal AmbitionsRivalries and Personal Ambitions

If you are at a tryout for a basketball team If you are at a tryout for a basketball team and don’t pass the ball to an open and don’t pass the ball to an open competing player, then try for an competing player, then try for an improbable layup to outshine others, you improbable layup to outshine others, you might be putting personal ambition ahead might be putting personal ambition ahead of the needs of the teamof the needs of the team

Avoidance of ResponsibilityAvoidance of Responsibility

You might feel conflict if group members do not You might feel conflict if group members do not complete their responsibilitiescomplete their responsibilities

For example, if your group assigned a task to For example, if your group assigned a task to someone and she didn’t meet her timeline, you someone and she didn’t meet her timeline, you might blame her for the poor mark you got on might blame her for the poor mark you got on the taskthe task

Working with people who do not complete the Working with people who do not complete the work they are assigned can cause confusion and work they are assigned can cause confusion and it ultimately leads to frustration and low group it ultimately leads to frustration and low group moralemorale

Carelessness in Job PerformanceCarelessness in Job Performance

If our personal work expectations are not If our personal work expectations are not matched by the others in the group, then you matched by the others in the group, then you may have trouble trusting the quality of the work may have trouble trusting the quality of the work submitted be the other group memberssubmitted be the other group members

You may be tempted to do all the work yourself, You may be tempted to do all the work yourself, or you might be really demanding on the other or you might be really demanding on the other members to ensure their work is up to your members to ensure their work is up to your standardsstandards

In either case, conflict is very likely to occurIn either case, conflict is very likely to occur

Overlap in Job ResponsibilitiesOverlap in Job Responsibilities If more than one person or group is assigned to the If more than one person or group is assigned to the

same task when planning an event, conflict and disorder same task when planning an event, conflict and disorder may arise if they do not work on the task in a may arise if they do not work on the task in a coordinated mannercoordinated manner

The different individuals or groups involved may think The different individuals or groups involved may think they are “wasting their efforts” because of the duplication they are “wasting their efforts” because of the duplication or may feel they are not trusted to fulfill their or may feel they are not trusted to fulfill their responsibilitiesresponsibilities

If both groups assume the other is doing the work and If both groups assume the other is doing the work and don’t communicate the task may not get done at all and don’t communicate the task may not get done at all and the timelines may not be metthe timelines may not be met

As well, the message that each of these groups sends As well, the message that each of these groups sends out to the target group may differ, causing confusion as out to the target group may differ, causing confusion as well as conflictwell as conflict

Personal and Group StressPersonal and Group Stress

Stress often brings out the worst in peopleStress often brings out the worst in people We often experience problems with both our We often experience problems with both our

intrapersonal and interpersonal communication intrapersonal and interpersonal communication skillsskills Our listening skills that suffer firstOur listening skills that suffer first We often have trouble empathizing with their situation We often have trouble empathizing with their situation We may be more verbally aggressive or self-serving We may be more verbally aggressive or self-serving

than normalthan normal Stress can change how you look at situations Stress can change how you look at situations

and you need to be careful to be assertive and and you need to be careful to be assertive and not aggressive or passivenot aggressive or passive

PrejudicePrejudice

Whenever someone judges another Whenever someone judges another person based on race, religion, colour, person based on race, religion, colour, gender, or sexual orientation, conflict is gender, or sexual orientation, conflict is almost inevitablealmost inevitable

When Jackie Robinson broke the “colour When Jackie Robinson broke the “colour barrier” in 1947, the conflict within the barrier” in 1947, the conflict within the sport of baseball, and even with his own sport of baseball, and even with his own teammates on the Brooklyn Dodgers, was teammates on the Brooklyn Dodgers, was well documentedwell documented

MisunderstandingsMisunderstandings

Often result from poor communication within a Often result from poor communication within a groupgroup

If a group doesn’t use clear messages and there If a group doesn’t use clear messages and there is a misunderstanding, clarifying the situation will is a misunderstanding, clarifying the situation will be difficultbe difficult

For example, gossip is a dangerous method of For example, gossip is a dangerous method of communication, and the message invariably gets communication, and the message invariably gets changed extensively before it ever completes changed extensively before it ever completes the full circle. Feelings are often hurt as a result the full circle. Feelings are often hurt as a result of the misunderstandings that arise from gossip, of the misunderstandings that arise from gossip, and it should be avoidedand it should be avoided

Techniques to improve you Techniques to improve you Conflict Management skillsConflict Management skills

Conflict ManagementConflict Management

In any group or team conflicts are an In any group or team conflicts are an inevitabilityinevitability

The ability to properly handle these conflict The ability to properly handle these conflict situations is an important skill for a leadersituations is an important skill for a leader

There are a number of widely used There are a number of widely used approaches to conflict resolution and good approaches to conflict resolution and good leaders will use more than one depending leaders will use more than one depending on the situationon the situation

Active listeningActive listening

Involves asking approp=riate quesitons to Involves asking approp=riate quesitons to better understand how someone else is better understand how someone else is feeling and whyfeeling and why Allows the other person to tell you moreAllows the other person to tell you more

More than just listen to hear, it requires More than just listen to hear, it requires trying to understand a person’s needstrying to understand a person’s needs

By asking questions such as:By asking questions such as: How would you like things to be done?How would you like things to be done? Would you like things to be different?Would you like things to be different?

Win-WinWin-Win In a compromise situation, one party will give up some of what he In a compromise situation, one party will give up some of what he

really wants and take less to allow the other party to get some of really wants and take less to allow the other party to get some of what she wantswhat she wants

With compromise, there is no clear loser, but there is no clear winner With compromise, there is no clear loser, but there is no clear winner eithereither

Sometimes compromise is the best soluition as each paty intends to Sometimes compromise is the best soluition as each paty intends to give up somethinggive up something

In a win-win situation, you must “think outside the box” and explore In a win-win situation, you must “think outside the box” and explore how to fully meet the needs of both parties at the same timehow to fully meet the needs of both parties at the same time

The challenge is to do everything possible to make your solution win-winThe challenge is to do everything possible to make your solution win-win Example, Both Tim and Sally need the last lemon. After further Example, Both Tim and Sally need the last lemon. After further

discussion, it turns out that Tim wants to make a cake using the lemon discussion, it turns out that Tim wants to make a cake using the lemon rind, and Sally want the pulp of the lemon to make lemonaderind, and Sally want the pulp of the lemon to make lemonade

Using “I” Messages and Being Using “I” Messages and Being AssertiveAssertive

A person effectively uses an “I” message when he A person effectively uses an “I” message when he communicates his emotions, identifies the situation that communicates his emotions, identifies the situation that is causing these feelings and proposes a solutionis causing these feelings and proposes a solution

Without blaming anyone directly and not at the expense Without blaming anyone directly and not at the expense of compromising anyone else’s needsof compromising anyone else’s needs

Example: “Dad, when I am studying in my room and you Example: “Dad, when I am studying in my room and you yell at me from the kitchen to “empty the trash right now.” yell at me from the kitchen to “empty the trash right now.” I fell annoyed because I think studying is important. It I fell annoyed because I think studying is important. It makes me feel that you think I can’t manage my time or makes me feel that you think I can’t manage my time or my chores, but I think I am quite capable of it. In the my chores, but I think I am quite capable of it. In the future, I would appreciate it if you came to my room and future, I would appreciate it if you came to my room and asked me to do the chore, and I will do it when I take my asked me to do the chore, and I will do it when I take my next break from studying”next break from studying”

MediationMediation

A process in which a neutral third party (a A process in which a neutral third party (a mediator) helps the participants resolve their mediator) helps the participants resolve their conflict without aggression or coercionconflict without aggression or coercion

The mediation process has several stepsThe mediation process has several steps Establish a respectful environmentEstablish a respectful environment Identify the problemIdentify the problem List the alternativesList the alternatives Select the best alternativeSelect the best alternative Write out a planWrite out a plan Evaluate at a later dateEvaluate at a later date

AdjudicationAdjudication

A process in which a neutral third party listens to all A process in which a neutral third party listens to all sides of a dispute and then makes a judgment based on sides of a dispute and then makes a judgment based on the available information the available information

This takes responsibility for resolvng the conflict from the This takes responsibility for resolvng the conflict from the disputants and hands it over to the adjudicatordisputants and hands it over to the adjudicator

The adjudicator must have her autority accepted be all The adjudicator must have her autority accepted be all parties or else her decision will be ignoredparties or else her decision will be ignored

Example: Web a professional athlete feels he should be Example: Web a professional athlete feels he should be paid the same as other players in the league who are at paid the same as other players in the league who are at the same talent level, and the team management the same talent level, and the team management believes the athlete is not worth the money he is asking believes the athlete is not worth the money he is asking for. So the player and the team agree to arbitration to for. So the player and the team agree to arbitration to solve the problem. The arbitrator decision is final.solve the problem. The arbitrator decision is final.

AvoidanceAvoidance

Another method of dealing with conflict is to Another method of dealing with conflict is to avoid itavoid it

This does not offer a permanent way of resolving This does not offer a permanent way of resolving the conflict, but it is an extremely popular short-the conflict, but it is an extremely popular short-term solutionterm solution It gives conflicting parties a chance to cool downIt gives conflicting parties a chance to cool down It may solve the problem; it can intensify an issue and It may solve the problem; it can intensify an issue and

delay the resolutiondelay the resolution Example: Walking out of a group meeting Example: Walking out of a group meeting

because you don’t agree with the event your because you don’t agree with the event your student council is planning for the senior promstudent council is planning for the senior prom

Accommodation Accommodation When one of the conflicting parties makes a conscious decision to When one of the conflicting parties makes a conscious decision to

place another person’s needs before or above her ownplace another person’s needs before or above her own It sometimes involves making personal sacrifices, often at the expense It sometimes involves making personal sacrifices, often at the expense

of your own needsof your own needs May also involve an element of empathy towards an opponentMay also involve an element of empathy towards an opponent

When an individual acknowledges a personal mistake, or accepts When an individual acknowledges a personal mistake, or accepts another person’s point of view because this second viewpoint is another person’s point of view because this second viewpoint is backed by othersbacked by others

If we always accept everyone else’s viewpoints just to avoid conflict, If we always accept everyone else’s viewpoints just to avoid conflict, then we are acting passively, and this method may encourage the then we are acting passively, and this method may encourage the conflicting party to expect similar compliances in different situations in conflicting party to expect similar compliances in different situations in the futurethe future

Example: Discontinuing a full-court press in basketball to keep the Example: Discontinuing a full-court press in basketball to keep the score from getting too high by putting in bench playersscore from getting too high by putting in bench players