conflict Resolution

common causes of conflict

ineffective communication, poor structure, conflict of interest, staffing changes, diversity

stages of conflict

latent, perceived, felt, manifest, aftermath

latent stage of conflict

no conflict, but factors make it likely

ex: new policy implemented

perceived stage of conflict

one party perceives a problem but the other is unaware

felt stage of conflict

emotional response to a conflict

ex: being mad at someone

manifest stage of conflict

everyone aware and action is taken

aftermath stage of conflict

completion of conflict

problem solving steps

identify problem, discuss possible solution, analyze solutions, selection, implement, evaluate

negotiation

resolve conflict, bargain, mutually beneficial outcomes

win/win or win/lose or lose/win

emphasis on accommodating differences rather than opinions

assertive communication

direct, honest, nonthreatening

“I” statements

avoids personal attacks

grievances

wrong perceived by employee r/t feelings of unfair treatment

grievance process filing

1st level management then up to formal hearing, if no resolution then professional mediation

resource management

budgeting and resource allocation

cost containment and cost effective