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

what is intrapersonal conflict?

Answer 4

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

Question 5

what is interpersonal conflict?

Answer 5

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

Question 6

what is intergroup conflict?

Answer 6

-happens between groups of people, departments and organisations

Question 7

how do you deal with conflict?

Answer 7

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

Question 8

what is a dual concern theory?

Answer 8

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 9

what are examples of conflict management strategies?

Answer 9

-competing
-accommodating
-withdrawing
-compromising
-collaborating

Question 10

what is avoiding conflict?

Answer 10

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

Question 11

what are examples of reasons to avoid conflict?

Answer 11

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

Question 12

what is obliging / accommodation?

Answer 12

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

Question 13

why would obliging / accommodation happen?

Answer 13

-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 14

what are pros and cons of accommodation?

Answer 14

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

Question 15

describe integration / collaboration

Answer 15

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

Question 16

what are the pros and cons of integration/ collaboration ?

Answer 16

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

Question 17

what are some examples of tips for dealing with conflict?

Answer 17

-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 18

how can workplace conflict be minimised?

Answer 18

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

Question 19

what is mediation?

Answer 19

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

Question 20

what is arbitration

Answer 20

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

Question 21

what is compromising?

Answer 21

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

Question 22

what is dominating?

Answer 22

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

Question 23

what are the pros and cons of compromising?

Answer 23

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 24

what are examples of pros and cons of dominating?

Answer 24

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

cons:
-this can damage relationships

Question 25

what are the 5 conflict management styles?

Answer 25

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