management
Rock1027
Conflict.pptEmpowering Human Potential at Work
MGT 551
Conflict at Work
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What is Conflict?
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What is Conflict?
- A serious disagreement or argument
- The situation that occurs
when parties with contrasting goals come in contact with one another - An incompatibility between two or more opinions, principles, or interests
- A disruption of the status quo
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Weltschmerz
German word meaning ‘World Pain’
- Mental depression or apathy caused by comparison of the actual state of the world with an ideal state.
- It describes a world weariness felt from a perceived mismatch between the ideal image of how the world should be with how it really is.
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Terms
Dynamics
Sources
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Conflict Terms
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Conflict Dynamics
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Conflict Sources
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Conflict Sources
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Conflict Sources
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Conflict Sources
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Conflict Sources
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Conflict Sources
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Conflict Sources
- Pressure tactics
- Extreme need for control
- Desire to win and be right
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Conflict Sources
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Stages of a Conflict Encounter
Conflict Resolution Styles
It takes two to quarrel, but only one to end it.
~ Spanish Proverb
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What’s Your Approach to Conflict?
Conflict Management Styles
Integrating
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Collaborating / Integrating
Collaborating / Integrating
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Compromising
Compromising
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Competing
Competing
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Accommodating / Smoothing
Accommodating / Smoothing
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Avoiding
Avoiding
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When you might consider each…
Strategies and Solutions
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Conflict Resolution and Influencing
Understanding how to neutralize emotions and then using a simple conflict resolution process will increase your ability to
influence others.
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Destructive Behaviors
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Constructive Behaviors
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Constructive Behaviors
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Common Sense Strategies
| Strategies to Minimize Conflict at Work |
| Be a model of right behaviors. |
| Identify & address underlying tensions before conflict. |
| Provide more clarity over what’s expected. |
| Manage toxic individuals who create conflict more firmly. |
| Improve consultation in day-to-day management. |
| Act as mediators when conflict develops. |
| Not let their egos get in the way. |
Conflict “Solutions”
Management actions that can help bring a resolution to a conflict
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Create Positive Outcomes
- Address the issue without delay.
- Use neutral words.
- Describe the positive outcome you want.
- Embrace differences of opinion.
- Focus on actionable solutions.
- Be detail-oriented.
- Pay attention to your body language.
- Follow up.
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C.A.L.M. Model
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Clarify the Issue (internally)
Ask yourself these questions
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Address the Problem
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Listen to the other side (tips)
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Manage Your Way to Resolution
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If Feelings Escalate…
- Take a break.
- Hold out an olive branch.
- Apologize for behavior without apologizing for your needs.
- Let the other person save face.
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