Conflict Management Exam 3 10/5/20 lecture Flashcards
Prelude to Conflict Triggering Event Initiation of Conflict Differentiation Phase Resolution Phase
A Process View of Conflict
Prior experience
Prelude to Conflict
Causes us to perceive we are in a conflict with another person
Triggering Event
One or more people in the event will initiate conflict with verbal and/or nonverbal communication
Initiation of Conflict
Working out the conflict–including the identification of issue and feelings
Differentiation Phase
outcome to the conflict; becomes part of the prelude to the next conflict experienced
Resolution Phase
Difference in Goals (moderate amount is good) Differences in Stage of Group Differences in Role Differences in People/Diversity Outside Pressure
Contributing Factors to Team Conflict
how to get the job done
Task Conflict
formal and informal relationships
relationship conflict
desires for status, prestige and authority
identity conflict
management style particular to an organization
process conflict
Task Conflict
Relationship Conflict
Identity Conflict
Process Conflict
Differences in Goals
step 1 - everything is new
forming
step 2 - some identification, but no unity around purpose
storming
step 3 - regular patterns of behavior
norming
step 4 - work with problem-solving behavior and accomplishing goals
performing
group, task, or members come to an end
termination
forming storming norming performing termination
differences in stage of group
help towards expected outcomes
task
facilitate communication and resolves conflict
maintenance
unmet personality needs
disruptive
task
maintenance
disruptive
differences in roles
experiences are unique; listen and understand differences and similarities
differences in people/diversity
work/life conflict
outside pressure
impact of group’s circumstances; creative and thoughtful
stop
action of doing nothing, change other person/situation/self
deliberation think out loud experts decision making
focus on goals
think
may need recording method for later review
active/engaged show confirm
listen
use of I-statements to ease defensiveness
assertive, respectful
caucus to create consensus
communicate
S-TLC Model
stop
think
listen
communicate
6 Steps of Effective Confrontation
Preparation Arrange Interpersonal Confrontation Consider Resolve Follow up
identify your problems, needs, issues
preparation
a time and place for meeting
arrange
talk with others about your problems
interpersonal confrontation
other’s point of view: listen, emphasize and respond with understanding
consider
problems with a mutually satisfying agreement
resolve
on the solution by setting a time limit for reevaultion
follow up
conflicts are
inevitable but manageable
