2.5 Conflict Resolution Flashcards
Three main factors contributing to Conflict
Communication: Poor listening, lack of information sharing, differences in interpretation/perceptions of information, and missing or ignoring non-verbal cues.
Structural: Organizational size, turnover rate, participation levels within team, perceived (or real) inequalities in the recognition and reward systems, levels of interdependence within team, lack of diversity, equity and inclusion.
Personal: Individual goals/agendas, self-esteem, individual values, and individual needs.
Four techniques to address conflict
Listen to Others: Remember that hearing is not the same as listening. You must concentrate on both verbal and non-verbal cues.
Acknowledge Other Positions: Even if you don’t agree with another person’s position or opinion, you should acknowledge it.
Respond: After listening to and acknowledging what the other individual is saying, take your time to speak. If offering criticism of another person’s ideas, ensure it is constructive.
Resolve Any Remaining Differences: Focus on what is causing the disagreement in order to define the actual problem.
Three recomended conflict resolution tecniques
Collaboration (One-on-One): Try to address the problem one-on-one, remembering to focus only on the facts of the issue.
Mediation (One-on-One with Mediator): If a one-on-one attempt didn’t work, you can bring in a third-party mediator to guide the discussion and help you reach a resolution. The mediator must be trained in conflict resolution, familiar with policy and ethics, trusted by team members, and able to stay neutral.
Team Counseling: If collaboration or mediation could not be accomplished, was not deemed appropriate, or was not successful, try team counseling. During team counseling, you address the conflict in question as a team. Place the issue (s)on the agenda for the next meeting and invite the appropriate individuals to attend.
