Bandung, 22 - 23 Desember 2009 By : Kanaidi, SE., M.Si

kana_ati@yahoo.com

Become More Assertive

– Covey (1990) in The Seven Habits of Highly Successful People refers to the scarcity mentality versus the abundance mentality.• The scarcity mentality leads us to resent the

success of others.

• The abundance mentality allows us to think of situations in which everybody can win.

Toward Conflict Management

• Conflict management is defined as “the opportunity to improve situations and strengthen relationships” (BCS, 2004).

–proactive conflict management–collaborative conflict management

Managing conflict means you need to develop several styles and decide which is valuable at any given point of conflict

Toward Conflict Management

Toward Conflict Management

• Borisoff and Victor (1998) argue that the best strategy for conflict management (negotiation) depends on the desired outcome.

• Fisher, Ury, and Patton (1991) outline four principles that compose principled negotiation.– Separate the people from the problem.– Focus on interests, not positions.– Invent options for mutual gain.– Seek objective criteria.

Desirability of Conflict

• Conflict can be desirable.• Conflict helps eliminate or reduce the likelihood

of groupthink.• A moderate level of conflict across tasks within a

group resulted in increased group performance while conflict among personalities resulted in lower group performance (Peterson and Behfar, 2003)

Review of the Systems Approach

• Individuals should understand their own personal triggers to better deal with conflict situations in the workplace (Robin, 2004)

• Group members should think about other group members early on to identify privately those individuals and behaviors that may push their buttons.

• Conflict may have some desirable consequences.

• Out of control conflict may be destructive.• Conflict-producing behaviors are more likely

from those high in aggression, dominance, and the need for autonomy.

• An important factor related to conflict is the style of leadership and the resulting group norms regarding conflict.

Review of the Systems Approach

How to prevent conflicts

• Frequent meeting of your team• Allow your team to express openly• Sharing objectives• Having a clear and detailed job description• Distributing task fairly• Never criticize team members publicly• Always be fair and just with your team• Being a role model

Tips for Managing Workplace Conflict

• Build good relationships before conflict occurs• Do not let small problems escalate; deal with them as

they arise• Respect differences• Listen to others’ perspectives on the conflict situation• Acknowledge feelings before focussing on facts• Focus on solving problems, not changing people• If you can’t resolve the problem, turn to someone who

can help• Remember to adapt your style to the situation and

persons involved

The Five Steps in Resolving Conflict:

• Pray about the Problem Together• Clarify the Issues – Focus on the

Needs and Goals• Understand Each Other’s

Perspective - Needed Communication Skill

• Break the Conflict into Small Steps

• Give and Take