6. Conflict/communication Flashcards
Define conflict
“…incompatible activities, that is, the actions of one person…interfere, obstruct, or in some ways get in the way of the actions of another…” (interpersonal conflict)
Conflict is the process in which one party perceives that its interests are being opposed or negatively affected by another party
Interpersonal conflict
when two interacting people have incompatible needs, goals, values, or approaches
intragroup conflict
when two or more people have incompatible needs, goals, values, or approaches for group goals, activities, leadership or processes
intergroup conflict
When two or more groups have incompatible requirements for resources, tasks, processes, or information
e.g., departments in the same organization; management and unions
international conflict
between states at the global level. Can include incompatible requirements for power and resources, but also contrasting values
Sources of conflict
incompatible grops scarce resources poor communication competitive reward system different expertise vale differences (political, moral) Differing personal styles Differing cultural practices
task conflict
(also called substantive conflict)
may arise over task outcomes or processes
Sometimes positive: small amounts may increase innovation
Relationship conflict
negative judgements about people’s personal styles, values, tastes
is almost always negative
How does task conflict and relationship conflict overlap?
Task conflict may be taken personally, leading to relationship conflict
This is more likely where…
- trust is between people is low
- discussions are loud and robust, suggesting stronger emotional involvement
When can conflict be positive?
conflicts are positive only under very narrow conditions
- Conflicts are task-related
- Conflicts are not (or do not become) about relationships
- Task-related conflicts should be at most moderate (not strong)
- Each party’s initial position/view is sub-optimal. i.e., there is a better solution that the conflict might uncover
- Trust and psychological safety are high
- Parties take a problem-solving approach to conflict
- Positive effects are restricted to innovation and decision quality in that setting
- not considering longer-term effects, e.g., for later interactions
- not considering other effects, e.g., for participants’ health and wellbeing
attribution theory
explanations for why people act the way they do
involves correspondent inference bias and actor-observer effect
Correspondent inference bias
(“fundamental attribution error”)
We tend to attribute behaviours of others relatively more to personal factors than to situational factors
Actor-observer effect
We tend to attribute behaviours of others relatively more to personal factors, but our own behaviours relatively more to situational factors
Social exchange theory
Perceived unfair balance of rewards and costs in relationship
Equity theory
lack of distributive justice
lack of procedural justice
what is a lack of distributive justice in the equity theory of conflict?
perceived unfair allocation of resources
what is a lack of procedural justice in the equity theory of conflict?
perceived unfair process for allocation of resources
perceived unfair opportunities for views to be heard and considered
accommodating; yielding
high Concern about relationship and/or
others’ outcomes AND
low Concern about task and/or own outcomes
Collaborating; Problem-solving;
high Concern about relationship and/or
others’ outcomes AND
high Concern about task and/or own outcomes
Competing;
Forcing
low Concern about relationship and/or
others’ outcomes AND
high Concern about task and/or own outcomes
Avoiding;
Withdrawal
low Concern about relationship and/or
others’ outcomes AND
low Concern about task and/or own outcomes
Compromising
medium Concern about relationship and/or
others’ outcomes AND
medium Concern about task and/or own outcomes
Accommodating/
Yielding is suitable when
- You want to prevent chances of conflict escalating
- Your position is weak (e.g., the other party has more power)
disadvantages of Accommodating/
Yielding
-Increases expectation you will yield in future conflicts
Compromising is suitable when
- Time pressure
- Similar power and lack of trust
disadvantages of Compromisiing
-Makes the search for more creative and valued options less likely
Competing/ Forcing is suitable when
- You have strong convictions about an issue
- Pressing time constraints
- You have greater power
Disadvantages of competing/forcing
- May damage longer-term relationships
- Impasse if others adopt same style
Collaborating/ Problem-solving is suitable when
- There is trust between parties
- Issues are complex
Disadvantages of Collaborating/ Problem-solving
-The other party can gain advantage from information
Avoiding/ Withdrawal is suitable when
- You have high uncertainty about how to respond
- Conflict is generating heightened emotions
Disadvantages of Avoiding/ Withdrawal
- Conflict unresolved
- Increase frustration in other party
what is the process of managing conflict constructively according to the conflict management model?
mutual benefit relationships -> open-minded discussion -> constructive conflict
what does mutual benefit relationships involve in the conflict management model?
Dual concerns
Social value
Cooperative goal
Contexts where people know they will benefit from addressing conflict
what does Open-minded discussion involve in the conflict management model?
Integrative style
Problem solving
Motivated information processing
Constructive controversy
Willingness to search for and fairly consider different ideas, and integrate them into acceptable solutions
what does construcutive conflict involve in the conflict management model?
Quality resolutions
Strong relationships
Individual development
Conflicts where the benefits outweigh the costs
What is the foundation for constructive conflict management?
open-minded discussion
what is the cycle for engaging in open-minded discussion?
-> Express -> understand -> agree -> integrate ->
goes in a circle
what is involved in EXPRESS in engaging in an open-minded discussion?
Each person/party communicates their needs, ideas, feelings, expectations
what is involved in UNDERSTAND in engaging in an open-minded discussion?
Ask questions to gain more information and deepen knowledge of other views
what is involved in INTEGRATE in engaging in an open-minded discussion?
Discussion to incorporate people’s views and needs, and to identify solutions that meet all people/parties, at least to some degree
what is involved in AGREE in engaging in an open-minded discussion?
Communicate public acceptance of solution and discuss implementation
Is the open-minded discussion model only effective for substantive conflicts?
“open-minded discussions of anger can strengthen relationships and restore respect”
- Angered person communicates why they think another has frustrated them, and the reasons for this belief
- Parties clarify their intentions and address misunderstandings
- Apologies (where applicable) and commitments to changing behaviour
- Reduced anger and improved interpersonal/group functioning
Apologies
Apologies can help de-escalate conflict and repair relationships
what are the 6 components of apologies?
- Expressing regret
- explanation
- accept responsibility
- declare repentance
- Propose a remedy
- request forgiveness
what is EXPRESSING REGRET in the 6 components of apologies?
Saying sorry for the offence
what is EXPLANATION in the 6 components of apologies?
Explain why the event occurred, esp. if unintentional
what is ACCEPT RESPONSIBILITY in the 6 components of apologies?
Demonstrate you understand what you did was wrong
what is DECLARE REPENTANCE in the 6 components of apologies?
Promise not to repeat offence
what is PROPOSE A REMEDY in the 6 components of apologies?
Offer to take action that reduces damage and repairs trust
what is REQUEST FORGIVENESS in the 6 components of apologies?
Ask to be pardoned for actions
how did Lewicki et al develop the 6 components of apologies?
experimentally manipulated apologies to contain different numbers and combinations of components
obtained measures of effectiveness (how adequate/credible)
Which components in the 6 components of apologies were seen as more effective?
Additive effect: apologies containing more components were more effective
Importance hierarchy: components varied in their associations with apology effectiveness
Most important: Accept Responsibility, Explanation, Propose a remedy
Least important: Request forgiveness
third party interventions
Involvement of a neutral outside party in conflict. IT is often necessary if parties are hostile. Third parties can help with the process, or in making decisions
Mediation
facilitate interaction
high control over process and low control over the decision
inquisition
conduct investigation and decide on resolution
high control over the process and high control over the decision
arbitration
follow rules/ procedures and decide on resolution
low control over the process high control over the decision
what is the order of preference for third party intervention methods?
Mediation = most preferred Arbitration = okay inquisition = worse
why is mediation the best preference of third party interventions?
Parties retain “voice” and control over issues
Parties “own” and contribute to resolution
Mediator presence can reduce antisocial behavior
why is arbitration an okay preference for third party interventions?
Parties lose control over issues and resolution
Following rules/procedures adds to procedural fairness
why is inquisition the worst preference for third party interventions?
Inquisitors may search for limited/biased information
Parties may feel they are not fairly heard
Parties feel they have little control
