A conflict is a condition that exists anytime two or more people disagree. Interpersonal conflict is...
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Transcript of A conflict is a condition that exists anytime two or more people disagree. Interpersonal conflict is...
A conflict is a condition that exists anytime two or more people disagree.
Interpersonal conflict is unavoidable, but we can learn to manage it.
General perceptions of conflict as negative:
Anger
Hostility
Tension
Anxiety
Violence
Potential productive outcomes of conflict:
Clarifying
Learning
Helpful
Inclusive
Caring
Conflict is a natural phenomenon, neither inherently good or bad,
but there may be positive or negative outcomes.
Managing conflict in a dysfunctional way is a learned behavior and can
be changed.
Roadblocks to resolving conflict
Clashing personal styles
Name calling
Sarcasm / Ridicule
Insulting
Threatening
Blaming
Inflexibility
Defensive body posturing / language
Verbal Meaning7%
Facial Expression
55%
Tone of Voice38%
93% of the meaning of a message comes from nonverbal sources.
How do we learn our own styles of conflict management?
Family role models Celebrity role models
Teachers, mentors & coaches
Rolemodels
Personal styles of dealing with conflict
Avoidance
You completely withdraw from the
conflict, as if it doesn't exist.
Personal styles of dealing with conflict
Accommodation
You put aside your goals and
basically give in, although inside
you are frustrated and angry.
Personal styles of dealing with conflict
Domination
You force your point until the other
party eventually gives up.
Personal styles of dealing with conflict
Compromise
You give up something and so
does the other party, but neither of you is totally
satisfied.
Personal styles of dealing with conflict
Integration
You and the other party work together
to find a solution that satisfies both
of you.
It’s likely that a person employs more than one style, depending on the situation, but
usually one style dominates.
How should you resolve conflict?
Understand the conflict.
It is important for you to define clearly your own position and
interests in the conflict. It is equally important to understand those of the
other party.
How should you resolve conflict?
Communicate with the opposition.
Put yourself in their shoes. Listen.
Let everyone participate who wants to.
Be an active listener. Rephrase what you’re hearing.
Use “I” messages. “You” messages place blame.
Speak about your interests, not your position.
Don’t interrupt, or change the subject.
How should you resolve conflict?
Brainstorm possible resolutions.
Look for common interests.
Come up with as many ideas as possible.
Try to maximize your options.
Look for win-win solutions.
How should you resolve conflict?
Chose the best resolution.
Review your brainstorm ideas. Set a time when you’ll decide which idea is the
best. The goal is to use both sides skills and resources to get the best result for everyone. Which resolution gives both
sides the MOST?
How should you resolve conflict?
Try the solution.
If it doesn’t work out, go back to brainstorming ideas and try to find a
better resolution.