Conflict Flashcards
What is conflict?
process occurring when one group or person frustrates the goal attainment of another
Reasons for conflict (sample)?
- Personality (dynamics)
- Interdependence (power)
- Ambiguity (Role and Task)
- Scarce Resources
What are the 5 Conflict Handling Modes?
Competing - Collaborating
Compromising
Avoiding - Accommodating
y axis up = assertiveness up
x axis right= cooperativeness up
What is assertiveness? Cooperativeness?
Assertive- A persons tendency to try and satisfy their own needs
Cooperative- A person who tries to satisfies the needs of others
Describe the Competing mode of resolution
Done by someone who’s assertive and uncooperative.
Power play. This person frames a conflict as a win-lose scenario. Might base their argument on rank.
Appropriate approach when u dont have an ongoing relationship with someone. This type of interaction tends to harm relationships. Also, when youre absolutely sure about your position in the argument/conflict and have the facts
Describe the Accommodating conflict Resolution style
Done by people who are not assertive, and cooperative
This mode person values the social relationships between people and will try to meet the goals/needs of the others in the conflict.
Can be seen as weakness as a result of giving way.
- Can be used when you know youre wrong (?)
- Used when youre trying to build good will
Describe the Avoidance mode of conflict resolution
Done by people who are unassertive and cooperative
‘Head in the sand.’
Describe the ‘Compromising’’ mode of conflict resolution
‘Split the baby in half’ resolution.
Split wants right down the middle, everyone gets something they want, but not everyone gets everything they want
Describe the Collaboration mode of conflict resolution
Both sides being High Assertiveness, High Cooeprativeness
It strives for a win-win. Competing sides must work together to try and solve it.
Find underlying interests and needs and identify what motivates the conflict.
Move beyond positions and find the interests
Why is conflict a good thing?
Good conflict resolution strategies can strengthen a team.What is the conflict diagnosis wheel?
Conflict arises when there’s a problem, then the problem gets solved
What is the problem with diagnosing a conflict?
The conflict iceberg: the ISSUE is all thats visible at the surface.
Behind the salient issue are the conflicting parties personalities, emotions, interests, needs and desires, self perception and self esteem, hidden expectations, unresolved issues from the past
What is the conflict diagnosis wheel?
The 6 sections are
-Structure
-Ex. Can be Limited rsrc problem, Authority problem (one person lack of authority or too much authority over another). Can relate directly to organizational structure of organization the parties are both a part of.
-Relationships
-Ex. Past negative interactions can exacerbate conflict triggers
-Values
-Ex. AuthorityxGender issues btwn Bob/Diane
-Externals/Mood
-Ex. A person is just having a bad day. Or underlying factor like a persons medical condition having them in pain always. They probably wont be so receptive
-Interests
Ex. The needs wants desires
-Data
Ex. Having incomplete information (or inaccurate)
leads to basing a conflict on things that simply aren’t true. Can be misinterpretation of true data
How is the conflict diagnosis wheel used?
Go through the different sections of the conflict wheel and identify which sections contain a conflict (could be multiple, could be all). Ask questions and research the cause.
Data strategy questions:
- What data is different btwn parties?
- What assumptions and interpretations are parties making about the data?
- What assumptions about the other parties motives are being made?
- What data substantiates/contradicts assumptions?
Structure Strategy Questions
- What limited resources are the parties facing? What other resources can be used to address lack of authority?
- How divergent are parties’ priorities? What is the process of aligning the parties’ priorities?
Interest Strategy Questions
- What is the full range of parties interests?
- What are the common interests?
- What are the different interests?
How do you go about resolving a conflict?
Target each issue identified on the conflict diagnosis wheel with particular focus. Solve the problems different components individually
Whats a position vs. interest?
Position
- A persons wont-lose-an-inch stance on what they want.
Find by asking ‘what do you want’
‘what is your bottom line?’
‘What offer ill you put on the table’
An interest is the reason for a person going after something
Find it by asking
‘how will getting your position satisfy you?
‘what are your goals?’
‘why would their offer not meet your needs?’
