managing conflict

Question 1

what is a conflict?

Answer 1

a natural disagreement resulting from individuals or groups that differ in attitudes, beliefs, values or needs

Question 2

what can healthy conflict lead to?

Answer 2

-growth and innovation
-new ways of thinking
-additional management options

Question 3

what are the ingredients of conflict?

Answer 3

-needs - conflicts arise when we ignore others needs
-perceptions
-power - how people define and use power
-values- not clear beliefs and principles
-feelings/emotions -many people let feelings and emotions influence how they deal with conflict

Question 4

describe the conflict process

Answer 4

-has different phases
-latent phase- there is conflict, but it hasn’t surfaced yet
-perceived - one or more party is aware of conflict
-felt - feelings come into play eg anger, frustration, stress
-manifest- action is undertaken eg formal complaint, or discussion or disagreement
- aftermath - the outcome of conflict - positive or negative

Question 5

what is intrapersonal conflict?

Answer 5

conflict that occurs within the person, involves an internal struggle to clarify contradictory values or wants

Question 6

what is interpersonal conflict?

Answer 6

-occurs between 2 or more people with different values, goals and beliefs

Question 7

what is intergroup conflict?

Answer 7

-happens between groups of people, departments and organisations

Question 8

how do you deal with conflict?

Answer 8

• if the conflict is understood, it can be effectively managed by reaching a consensus that meets everyones needs

Question 9

what is a dual concern theory?

Answer 9

Dual Concern Theory explains how people handle conflict based on two main factors:

Concern for Self: How much someone wants to achieve their own goals.
Concern for Others: How much they care about the other person’s goals and the relationship.

Question 10

what are examples of conflict management strategies?

Answer 10

-competing
-accommodating
-withdrawing
-compromising
-collaborating

Question 11

what is avoiding conflict?

Answer 11

when the parties involved chose to ignore situation and do not attempt to resolve it

Question 12

what are examples of reasons to avoid conflict?

Answer 12

-to let people cool down and regain perspective
-may be unable to handle the conflict
-fair resolution may not be possible

Question 13

what is obliging / accommodation?

Answer 13

giving way- 1 party sacrifices beliefs and needs to allow the other side to win
-win loose scenario

Question 14

why would obliging / accommodation happen?

Answer 14

-the other party has more at stake in the situation than you do
-you feel that continuing to press an issue would do more harm than good
-you know you are in the wrong

Question 15

what are pros and cons of accommodation?

Answer 15

pros:
-can help protect your interest in another area
cons:
-people may take advantage of you if you are seen to be accommodating

Question 16

describe integration / collaboration

Answer 16

-assertive and co-operative means of conflict resolution
-the interests of all stakeholders carry equal value

Question 17

what are the pros and cons of integration/ collaboration ?

Answer 17

pros
-problem gets resolved
-everyone is happy
-can strengthen relationships, mutual respect
cons:
-requires more work and time than other approaches

Question 18

what are some examples of tips for dealing with conflict?

Answer 18

-when angry, take yourself away from the situation, take time to cool out
-move discussion to a private area, if poss
-give other person time to vent
-dont interrupt them
-focus on the issue
-accept and respect different opinions
-never jump o conclusions or make assumptions about what another is thinking of feeling

Question 19

how can workplace conflict be minimised?

Answer 19

-create a work environment that minimises the conditions for conflict
-clear roles for employees
-regular meetings, involve staff
-involve employees in decision making

Question 20

what is mediation?

Answer 20

when a neutral third party tries to engage the parties in a negotiated solution through persuasion and rational argument

Question 21

what is arbitration

Answer 21

when a third party acts as a judge and has the power to issue a decision that is binding on all disputing parties

Question 22

what is compromising?

Answer 22

-meeting halfway
-used when looking for a mutually acceptable solution that satisfies both parties

Question 23

what is dominating?

Answer 23

when 1 party pursues what it wants at the expense of others

Question 24

what are the pros and cons of compromising?

Answer 24

pros:
-overcome stress associated with conflict
-can leave door open for future collaboration

cons:
-can feel like a lose - lose
-may not help to build long term trust

Question 25

what are examples of pros and cons of dominating?

Answer 25

pros:
-conflict resolves easily
-acting forcefully and decisively can garner your respect

cons:
-this can damage relationships

Question 26

what are the 5 conflict management styles?

Answer 26

-avoid
-accomodation
-comprimising
-integration/ collaboration
-dominating