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Conflict
One party perceives its interests are being opposed or set back by another party
People become defensive/combative when a metaphor of war is used, but become open-minded/cooperative
Causes of Conflict
Competition for scarce resources
Time pressure
Inconsistent goals
Jurisdictions
Status differences
Diversity (personality, demographics)
Communication failures
Constructive/Task conflict
Task focused/organization’s interests
Dysfunctional/Relationship conflict
Person focused/threatens organization’s interests
Conflict Outcomes
Agreement ~ Stronger relationships ~ Learning
Emergence (Stage 1 of conflict)
Each person perceives conflict
Interactions/Escalation (Stage 2 of conflict)
Parties share/confront perceptions of conflict
De-Escalation/Resolution (Stage 3 of conflict)
Constructive controversy required
What’s Stage 4 of Conflict?
Outcomes/Aftermath
Personality Conflict (Dysfunctional)
Employees need to be familiar with company policies
Communicate directly with other person
Don’t drag co-workers in
Seek help
Personality Conflict Tips for Managers
Investigate/document
corrective action
informal dispute resolution
refer to human resource specialists
Minimizing Intergroup Conflict
Eliminate specific negative interactions
Team building
Encourage personal friendships
Positive attitudes
Neutralize gossip
Avoiding (conflict-handling)
Maybe problem will go away
Accommodating (conflict-handling)
Let’s do it your way
Competing (conflict-handling)
Have to do it my way
Compromising (conflict-handling)
Let’s split the difference
Collaborating (conflict-handling)
Cooperate to reach win-win solution
Inquisitor
decision/process control
Arbitrator
decision control
Mediator
Process/decision control (disputants)
Leadership Behaviors
Perspective taking ~ creating solutions ~ expressing emotions
Worst Career Advancement Behaviors
Avoidance ~ Anger ~ Retaliating
Sense making (mediation)
Develop an empathetic account of what happened (Gathering info from parties)
listen/ask questions
neutral expressions
open/non-judgmental
Sense giving (mediation)
Tries to influence conflicting parties to a solution
express empathy
new understanding in information
Inflaming interaction
Conflict escalates
Alternative Dispute Resolution (ADR)
Avoid costly lawsuits by resolving conflict informally or through mediation/arbitration
