conflict Flashcards
what is conflict?
(1 mark)
a disagreement that involves emotions
types of conflict often seen in practice?
(3 marks)
- task conflict
- interpersonal conflict
- procedural conflict
what is task conflict?
(1 mark)
disagreement about content of a discussion
what is interpersonal conflict?
(1 mark)
interpersonal relationships
(e.g. personality clashes)
what is procedural conflict?
(1 mark)
team members disagree about procedures to be followed to achieve a team goal
potential causes of conflict?
(8 marks)
- conflicting resources
- conflicting styles
- conflicting perceptions
- conflicting goals
- conflicting pressures
- conflicting roles
- different personal values
- unpredictable policies
triggers that may cause conflict within the team?
(6 marks)
- lack of team work
- lack of communication / miscommunication
- passive agreesive behaviour
- lack of clear policy
- lack of policy enforcement
- poor working conditions
the impact of conflict on the team?
(5 marks)
- low staff morale
- not wanting to go into work
- feeling undervalued + not listened to
- reduced efficiency
- high staff turnover
what are the 3 approaches someone can have to conflict?
(6 marks)
- fight - react in challenging way
- flight - turn back on problem / ignore
- freeze - unsure how to react / passive
how to manage conflict?
(8 marks)
- be aware of conflict
- take a considered + rational approach
- investigate the situation
- let everyone speak
- moving forwards
- implement what has been agreed
- evaluate how things are progressing
- consider preventative strategies for the future
how to take a considered + rational approach?
(when managing conflict)
(6 marks)
- accept own feelings first
- identify and deal with emotions of others
- breathe and stay calm
- avoid passive behaviour
- take assertive stance - whilst treating all parties with respect and listening to all points of view
- care with words and body language
how to investigate the situation?
(when managing conflict)
(7 marks)
- take time to find out what happened:
1. who is involved
2. how people feel
3. what the issues are - speak individually + confidentally to those involved - to understand their view
- identify underlying causes of conflict
- be aware those involved may have different perceptions of same situation
how to let everyone speak?
(when managing conflict)
(3 marks)
- if can get party together may be able to reach conclusion
- take positive, friendly + assertive approach to meeting
- ensure everyone has chance to explain their view and concerns
how to move forwards?
(when managing conflict)
(6 marks)
- most important + most difficult part.
- acknoweledge emotional issues as often heart of issue
- explore reasons for disagreemetn - identify misunderstandings
- encourage parties to examine own positions and identify any common ground with others
- allow time for reflection
- secure commitment of all parties to an agreement
how to implement what has been agreeded?
(when managing conflict)
(3 marks)
- follow matter through
- important everyone is clear on what has been decided
- and takes personal responsibility for any actions which have been agreeded.
