WEEK 8: CONFLICT Flashcards
What is conflict?
- A state of opposition or hostilities
- A clashing of opposed principles
- The opposition of incompatible wishes or needs in a person
What are 6 positives to conflict?
1) Increased involvement - opportunity to share ideas and voice opinions and gain an insight into others
2) Increased cohesion - opportunity to build strong bonds and learn to resolve differences
3) Increased creativity and innovation - leads to new and different ideas
4) Positive personal growth and change - learning own strengths and weaknesses
5) Clarification of key issues - through discussion members focus on real areas of conflict
6) Values clarification - knowing yourself and others, including values and beliefs
What are 5 negatives to conflict?
1) Unresolved anger - feeling that concerns have not been addressed
2) Personality clashes - lack of understanding of different personality traits and styles
3) Low self-esteem or self-confidence - members gain a diminished sense of worth
4) Unclear or opposing views on responsibilities - different expectations of roles
5) Problems of efficiency - members decide they are unable or unwilling to work together leading to poor use of existing resources
6) Unfinished business - members are unclear about the issues, and are unable to move forward
What are the 5 sources of conflict?
- Limited resources
- Differences in goals and objectives
- Miscommunication
- Values, attitudes and perceptions
- Personality clashes
What is transactional analysis?
The method for studying interactions between individuals, based on the idea that we have 3 ego states to our personalities (parent, adult and child).
What is the parent ego state?
Behaviours, thoughts and feelings copied from our parents and parental figures
What is the adult ego state?
Behaviours, thoughts and feelings which are in direct response to the here and now
What is the child ego state?
Behaviours, thoughts and feelings replayed from our childhood
What are the 2 types of parent?
Critical and nurturing
What are the 2 types of child?
Adapted and rebel/free
What are the characteristics of the parent state?
Critical: judgemental, controlling, inflexible but assertive, reliable and fair
Nurturing: over protective and smothering, but comforting, encouraging and empathic
What are the characteristics of the adult state?
Rational, problem-solving, respectful
What are the characteristics of the child state?
Adapted: submissive, anxious, defiant, but cooperative and considerate
Rebel/free: inconsiderate, selfish, reckless, but curious, energetic and imaginative
What is a complimentary transaction?
when two people’s ego states are sympathetic or complementary to one another e.g. child to child
What is a crossed/ blocked transaction?
happens when person 1 says something from one ego state, and receives a different response than he/she is expecting
What is an ulterior transaction?
When we say one thing but mean another
What is congruence?
The state of agreement of communication, thought and action
What is mediation?
A dynamic, structured, interactive process where a neutral third party assists disputing parties in resolving conflict through the use of specialised communication and negotiation techniques
What are 5 principles of mediation?
- Confidentiality
- Impartiality
- Joint decision making
- Voluntary participation
- Fairness
What are the 6 steps to successful mediation?
1) agree to mediate
2) storytelling and gathering points of view
3) focus on interests and needs
4) create a win-win solution
5) evaluate options
6) create an agreement
What is conflict at work?
A condition between workers whose jobs are interdependent, who feel angry, who perceive the other(s) as being at fault and who act in ways that cause a business problem
What is relationship conflict?
interpersonal incompatibilities involving tension and friction, and feelings such as annoyance and frustration
What is task conflict?
Clashes of viewpoints or opinions about what to do
What is process conflict?
Disagreements about how to complete a task
