Managing Conflict Flashcards
Conflict can decrease
- Productivity
- Moral Engagement
- Retention
- Increases risk of lawsuit and violence
How to tell what type of conflict it is
- What they are
- Who is involved
Resolving task conflict
- Time consuming
- Requires negotiation or consensus building to establish a best path forward
- Some level is acceptable
Benefits of task conflict
Can sometimes lead to discovering new ways to do things - efficient and innovative approaches
What can be disguised as task conflict
- Interpersonal conflicts
- Will go on for a while if treated as a task conflict as real issue has not been resolved
Interpersonal conflicts
- Requires at least one of the parties in the conflict to have EI or skill at negotiating or intervention of a leader
- Some level is acceptable
Intragroup conflict
- Conflicts within a team
- Usually about competition for limited resources or conflicting goals
Intergroup conflict
- Conflict between the team and an outside group (even different departments)
- Resolved with negotiation, may require intervention from third party not involved with conflict.
Conflict resolution tactics include
- Accommodate (or smooth)
- Assert (or force)
- Avoid
- Collaborate (or confront)
- Compromise
Accommodate conflict resolution tactic
- Or smooth
- Leader restores good relations by emphasizing agreement and downplaying disagreement
Accommodate conflict resolution tactic is useful when
There is little time to be lost - forward momentum is needed
Accommodate conflict resolution tactic disadvantage
- Does not address the root conflict
- If group continues, the conflict will probably recur
Assert conflict resolution tactic
- Or force
- Leader imposes a solution “win/lose” (one side wins the other loses)
Assert conflict resolution tactic is useful when
- There is a crises and the issue needs resolved quickly
- When authority is being challenge
- Impact on the future relationships with the group is minimal
Assert conflict resolution tactic disadvantage
It does not permanently address the problem
Avoid conflict resolution tactic
- Leader withdraws from the situation or accepts it
- Conflict is left to be resolved by others or remain unresolved.
Avoid conflict resolution tactic is useful when
- Conflict will resolve soon without any direct intervention
- When conflict or relationship is not worth time investment
Avoid conflict resolution tactic disadvantages
- Weakens the leader’s role in the organization
- May damage the group by leading problem unresolved or allowing it to be poorly resolved
Collaborate conflict resolution tactic
- Or confront
- The leader and those in conflict accept the fact that they disagree and look for a “third way,” a new solution to the problem of the conflict.
- Both sides contribute to the solution,“win/win”
Collaborate conflict resolution tactic is useful when
- The stakes are high
- Relationships are important
- Time allows
- There is strong interpersonal skills
- Greater chance for having a mutually satisfying resolution
Compromise conflict resolution tactic
- Leader asks those in conflict to bargain—altering positions on different issues until a mutually acceptable solution is defined.
- Solution relies on concessions. “lose/lose”
Compromise conflict resolution tactic is useful when
- There are complex issues
- Both sides are determined to win
- Time does not allow for true problem solving
Compromise conflict resolution tactic disadvantages
- Solutions may be temporary and only partially effective
- Does not preserve egos of all parties when strong personalities are involved
Best conflict resolution approach with ongoing relationships
Collaborative - all sides participate in the solution
Collaborative approach to conflict resolution process
- Both sides express their own perspectives of the disagreement.
- Both sides paraphrase each other’s positions to confirm their understanding.
- Both sides (and the facilitator) brainstorm solutions in a positive manner and focus on solutions that both sides believe are workable.
- All parties agree on next steps.
- The facilitator works to end the meeting in a positive manner, emphasizing the advantages of the new solution to each side and to the organization and the benefits of the collaborative approach.
Challenges of conflict resolution in global organization
- Take into account employee willingness to raise issues and challenge those with more status
- Some cultures are more comfortable with challenge
How HR can eliminate conflict
- Clarity and communication
- Establishing rules of conduct
- Clarifying authority and responsibility
- Setting objectives with input from all
- Consider effects of decisions and actions on others
- Create avenues for communication
- Monitoring and checking on team members periodically
Team leaders can reduce conflict on their teams by
- Acting fairly and consistently
- Being positive and unify team on common goal
- Pay attention to stress levels
- Being attentive to group differences and potential for conflicts
- Distributing opportunities among team members and treating all equally while avoiding favoritism
