CONFLICT MANAGEMENT
is the process of limiting the negative aspects of conflict while increasing the
positive aspects of conflict
The practice of recognizing and dealing with disputes in a rational, balanced
and effective way.
WHAT IS A CONFLICT?
a situation, where two people or parties does not agree on a common opinion
WHAT ARE THE REASONS OR SOURCES FOR CONFLICTS
Resource conflicts – People may need the same resource
Priority Conflicts – Conflicting priorities between people or parties.
Schedules - Similar to priorities. But this arises, when some question about
schedules and why a deliverable is not completed in time, etc.
Other causes – Personalities, cost and technical opinions also causes conflict
sometimes.
The 5 Conflict Management Styles/Strategies
1. Accommodating
An accommodating style forsakes your own needs or desires in exchange for those of others.
This style could be appropriate to use when you care less about the issue than the others, want to keep
the peace, feel as though you are in the wrong, or feel like you have no choice but to agree to the other
point-of-view.
2. Avoiding
An avoiding style completely evades the conflict.
This style could be appropriate to use when the conflict seems trivial you don't have the time or need more time
to think, you feel as though you have no chance of winning, or you're afraid of being met with resentment.
3. Compromising
Both parties give up something to resolve the conflict.. This is a lose-lose situation, because both parties are
giving up something in order to resolve the conflict
4. Collaborating
A collaborating style attempts to find a solution that will meet the needs of all parties , aim for a solution that
actually satisfies everyone and ends up being a win-win situation.
5. Competing
A competing style takes a firm stance and refuses to see the perspectives of the other parties. You would keep
pushing your viewpoint at others or keep rejecting their ideas until you get your way. This style could be
appropriate when you have to stand up for your rights or morals, need to make a quick decision and
force others to get on board, need to end a long-term conflict, or have to prevent a terrible, opposing
decision from being made.
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How to handle conflict in the workplace
1. Talk with the other person.
Ask the other person to name a time when it would be convenient to meet.
Arrange to meet in a place where you won't be interrupted.
2. Focus on behavior and events, not on personalities.
Say “When this happens …” instead of “When you do …”
Describe a specific instance or event instead of generalizing.
3. Listen carefully.
Listen to what the other person is saying instead of getting ready to react.
Avoid interrupting the other person.
After the other person finishes speaking, rephrase what was said to make sure you understand it.
Ask questions to clarify your understanding.
4. Identify points of agreement and disagreement.
Summarize the areas of agreement and disagreement.
Ask the other person if he or she agrees with your assessment.
Modify your assessment until both of you agree on the areas of conflict.
5. Prioritize the areas of conflict.
Discuss which areas of conflict are most important to each of you to resolve.
6. Develop a plan to work on each conflict.
Start with the most important conflict.
Focus on the future.
Set up future meeting times to continue your discussions.
7. Follow through on your plan.
Stick with the discussions until you’ve worked through each area of conflict.
Maintain a collaborative, “let’s-work-out-a-solution” attitude.
8.Build on your success.
Look for opportunities to point out progress.
Compliment the other person’s insights and achievements.
Congratulate each other when you make progress, even if it’s just a small step. Your hard work will
pay off when scheduled discussions eventually give way to ongoing, friendly communication.
Why is Managing Conflict so Important?
1. unmanaged conflict can have expensive legal consequences
2. high level of negative conflict can cause employee dissatisfaction and expensive turnover
and decreased productivity.
3. when done well it can become a catalyst for creativity
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Types of Conflict Management Skills
1. Communication
Much unnecessary conflict can be avoided simply with clear, accurate written and verbal
communication
2. Empathy
Empathy means feeling what others feel. The ability to see a situation from someone else’s viewpoint,
and to understand their needs, motivations, and possible misunderstandings, is critical to effective conflict
management.
3. Creative Problem Solving
Understanding and communication are all very well and good, but do not help much if you don’t have a
solution for the underlying problem, whatever that problem may be.
More Conflict Management Skills
Apologizing
Avoiding Punishing
Being Present
Calmness
Impartiality
Intuitiveness
Ability to "Let It Go"
Patience
Positivity
Ability to Prioritize Relationships
Respecting Differences
Separating Yourself
Stress Management
Ability to Take Criticism
How to Handle Conflict in the Workplace
Learn about some practical strategies you can use to handle conflict in the workplace.
1. Talk with the other person.
2. Focus on behavior and events, not on personalities.
3. Listen carefully.
4. Identify points of agreement and disagreement.
5. Prioritize the areas of conflict.
6. Develop a plan to work on each conflict.
7. Follow through on your plan.
7. Build on your success.
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4 Ways Leaders Effectively Manage Employee Conflict
Leadership is not a popularity contest; it is a serious responsibility that primarily involves
developing and guiding the full potential in people,
1. Right Timing
Timing is everything when it comes to managing conflict, and the best time to take action is when there
is hard evidence/proof that an employee has a track record of wrongdoing that is negatively impacting
the performance of others.
2. Know Your Boundaries
Everyone deals with conflict differently, so you must know the risks and rewards of conflict resolution
within the boundaries of each of your employees. Leaders who actively engage in coaching and learning
about those on his/her team will find themselves dealing with much less conflict
3. Respect Differences\
As leaders, we must see that each employee represents a unique opportunity for professional growth
and development.
4. Confront the Tension
but as leaders we must confront the tension head-on. Don’t wait, but rather activate your leadership to
address the conflict before circumstances force your hand.
conflict should be embraced and dealt with – not just to resolve a possible problem or to detect an
opportunity – but as a moment to learn about your own leadership maturity as you lead others through
adverse circumstances.
The Five Steps to Conflict Resolution
Step 1: Define the source of the conflict.
The more information you have about the cause of the problem, the more easily you can help to resolve it
.Give both parties the chance to share their side of the story.
Step 2: Look beyond the incident.
Often, it is not the situation but the point of view of the situation that causes anger to fester and
ultimately leads to a shouting match or other visible and disruptive result. The source of the conflict might be a
minor issue that occurred months before, but the level of stress has grown to the point.
Step 3: Request solutions.
After getting each party’s viewpoint, the next step is to get them to identify how the situation could be changed.
Again, question the parties to solicit their ideas: “
Step 4: Identify solutions both disputants can support.
You are listening for the most acceptable course of action. Point out the merits of various ideas, not only from
each other’s perspective, but in terms of the benefits to the organization.
Step 5: Agreement.
The mediator needs to get the two parties to shake hands and accept one of the alternatives identified in Step 4.
The goal is to reach a negotiated agreement. Some mediators go as far as to write up a contract in which actions
and time frames are specified.
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