Conflict Mgmt (Wk 6) Flashcards
Why is too little conflict bad?
Result in organisational stasis
Why is too much conflict bad?
Might reduce organisational effectiveness
Types of conflict (3)
Intrapersonal
Interpersonal
Intergroup
Conflict Process
See slides cos i cant copy the pic over
Leadership Roles vs Management Functions
Leadership Roles
* Self-awareness
> Accept individual differences
> Address conflict ASAP
> Support
›Being a role model
> Seek win-win situation
Management functions
*Minimize the antecedent conditions
> Use appropriate legitimate power
> Facilitate conflict resolution
> Adequately prepared to negotiate for unit resources
Conlflict MANAGEMENT techniques (2x)
> Confrontation - Conflict is brought out in the open and attempts are made to resolve it through knowledge and reasons
* Negotiation - Conflicting parties give and take on the issues
Conflict RESOLUTION strategies
> Avoiding — Deny the conflict exists
Competing - Effort to win, regardless of the cost
Accommodating/Cooperating - Neglect own concerns in favour of others’ concerns
Smoothing - Complimenting one’s opponent and focus on minor areas of agreement
Compromising - Rewards are divided between both parties
Collaborating - All parties work together to solve a problem
Factors to consider in conflict resolution
- How much power you have vs the other person
- How much you value your r/s with the person
- How much time avail
Key tips for communication
- Listen actively
- Relax
- Observe body language
- Develop interest in others interests
- Ask for clarification
- Plan what you are going to say
- Tailor words to person
Basic rules for mediation
- Protect each party’s self-respect
- No blaming
- Allow opened communication and discussion
- Maintain equity of the duration/time for presentation
- Encourage full expression
> Reassure both parties listen actively to each other
> Identify key points
> Encourage each party to provide feedback - Help to develop alternative solution, select mutual agreement, and develop plan to carry it out
> Give positive feedback for their cooperation
> Follow up
How to prevent further conflict?
- Assess positive and negative personality traits of people involved and determine personality type (e.g. introvert, extrovert)
- Review past conflicts
- Assess communication skills of those involved
- Read body language of participants
- being neutral, having good communication skill, and eliminating external interruptions
What is “resilience”?
> Ability to cope with stress
Ability to adjust to unexpected situation/change
Ability to adapt to changing environment or very stressful situation
Which of the following is a consequence of ineffective staffing?
A. Good morale
B. Lower staff turnover rate
C. Increased pressure ulcer
D. Increased patient satisfaction
Increased PU
Maria is a nurse and she is now waiting for a phone call from the nurse manager at the nursing station. How would you categorize the time use for this situation?
A. Important and urgent
B. Important but not urgent
C. Urgent but not important
D. Time wasters
Timewasters
