Class 10 - conflict management Flashcards
1
Q
What is conflict
A
- disagreement in values or beliefs w/in oneself or between people that causes harm of the potential to cause harm
- if successfully managed, can produce high quality, creative solutions
2
Q
What is the goal when it comes conflict
A
create a work environment that uses conflict constructively as a way to recognize differences, create innovation, and productivity
3
Q
What is the direct cost of conflict
A
- decreased managerial productivity
- turnover costs, disability/stress claims
- costs associated w/ increased expenditures for pts w/ preventable, poor, or adverse outcomes
- litigation costs and lost work time (chronic illness, stress)
4
Q
What are the results of unresolved conflict
A
- Negativities, resistance, and increased frustration that inhibit movement
- Decrease in or absence of resolutions
- Group divisions and weakened relationships
- Decreased productivity
- Decreased employee satisfaction levels
5
Q
What is indirect cost of conflict
A
- loss of team morale
- loss of motivation for organizational change
- damaged workplace relationships
- unresolved tensions that lead to future conflicts
- reputation of an organization and of care professionals; negative publicity/media coverage
- emotional costs
6
Q
What are factors for managing conflict
A
- context
- does leadership respect staff concerns
- workplace cultures that condone ‘shame and blame’
- use of compromise to avoid dealing with the conflict
- understanding that stress leads to poor patient outcomes `
7
Q
What are the types of conflict
A
- intrapersonal: occurs w/in individual
- interpersonal: occurs among 2 or more individuals w/ differing values, goals, or beliefs
- personal (group): occurs between a person and group
- intergroup: occurs between 2 or more groups, departments, or organizations
- intragroup: members in group take sides
8
Q
What are the four stages of conflict
A
- frustration
- conceptualization
- action
- outcomes
9
Q
What are the 5 conflict management styles, according to Thomas & Killmann
A
- avoiding
- accommodating
- compromising
- competing
- collaborating
10
Q
Describe avoiding strategy
A
- one person doesnt pursue concerns with other people
- deny, suppress, or avoid the problem to escape, ‘pass the buck’, or procrastinate
- might withdraw from the situation
- non-confrontational approach
- lose-lose situation (decreased assertiveness, not cooperative)
11
Q
When is avoiding strategy used
A
- need ‘cool down’
- acting upon conflict can lead to escalation
- no chance of resolution, or others can resolve conflict
- more info is needed, when issues are trivial or tactical, or no worth the effort
12
Q
Described compromising strategy
A
- each part relinquishes something to produce an acceptable decision to both
- democratic, but neither party gets what it wants (everyone is appeased to some degree)
- less time consuming when there is a willingness to bargain
- moderate cooperative and assertive
13
Q
When is compromise strategy used
A
- two powerful sides are committed to mutually exclusive goals
- used for temporary solution to complex problem
- time constraints call for a prompts solution
- collaboration and competing fail
14
Q
Describe accommodating/smoothing strategy
A
- one party deliberately sacrifices own concerns to satisfy the concerns of the other
- compliment, downplay differences, focus on minor disagreements
- reduces the emotional component of the conflict
- focuses on similarities while minimizing differences; preserves harmony + relationship
- non-confrontational
- rarely resolves conflict (creates lose-win situation)
15
Q
When is accommodating/smoothing strategy used
A
- appropriate in minor differences
- used when the issue is more important to the other party or if one party is outmatched
- when other people’s solutions appear to be better or when you made a mistake
- ‘builds up credit’ for later
- can be used to save face or when preserving harmonious relationships is important
