Managing Team Conflict Assertively/Responsibly

Question 1

What is conflict?

Answer 1

“Conflict may be viewed as a feeling, a disagreement, a real or perceived incompatibility of interests, inconsistent world views or a set of behaviors.”

Question 2

What happens when we address conflict effectively?

Answer 2

improves interpersonal relationships

can promote organizational growth

Question 3

What are the four categories of conflict?

Answer 3

1. Facts
2. Methods
3. Goals
4. Values

Question 4

Conflict: Facts

Answer 4

differences regarding data, resolve by seeking info from reliable sources

Question 5

Conflict: Methods

Answer 5

differences about how to do something, acknowledging that more than one path may bring success, establish criteria for method selection

Question 6

Conflict: Goals

Answer 6

differences about desired outcomes, try to find common concerns/goals which redefines the issue and gives more opportunity for problem solving

Question 7

Conflict: Values

Answer 7

most complex differences, takes motivation to work through value differences, avoid stating the other person is wrong, find compatible goals

Question 8

Forms of Conflict

Answer 8

Intrapersonal- within one person
Interpersonal-between people
Intragroup-within an established group
Intergroup-between groups

Question 9

Conflict Resolution: Win-Win

Answer 9

assertive & responsible, creative approaches result in unique resolution

Question 10

Conflict Resolution: Lose-Win

Answer 10

let others resolve the conflict at your expense, non-assertive and irresponsible

Question 11

Conflict Resolution: Win-Lose

Answer 11

resolve the issue at the expense of others, aggressive and irresponsible

Question 12

Conflict Resolution Tips

Answer 12

1. Consider what outcomes are needed instead of how to handle it.
2. All affected need to be involved in resolving it.
3. Describe the conflict using actual data. Which category is involved (facts, methods, goals, values).
4. Identify differences between parties involved.
5. See it from the other person’s point of view.
6. Brainstorm for ideas without judgment.
7. Select the best solution.
8. Reach an agreement.
9. Plan who, what, where, when to take action.
10. Evaluate the process and product.

Question 13

Multigenerational Team: Traditionalist

Answer 13

pre 1944, work ethic, nursing as a calling, value discipline & respect. Good at attention to detail & best use of resources.

Question 14

Multigenerational Team: Boomers

Answer 14

1944-1960, idealists, inner directed, raised permissively, self absorbed, nursing as a profession. Good at consensus building & mentoring.

Question 15

Multigenerational Team: Generation X

Answer 15

1961-1980-free agents build skills for marketability, want balance and respect for their personal priorities, raised in families both parents working. Good with entrepreneural spirit and technology skills.

Question 16

Multigenerational Team: Net/Millenial Generation

Answer 16

1981-2000, raised with digital technology & multiculturalism, childhood protected with family supported by before & after school programs, nursing is a job that should have cutting edge technology and quick response to problems. Good with cultural differences and technology.