Lesson 8: Conflict Management

SOBs --> 1) Describe sources of conflict (factors), 2) Compare the five conflict management styles and problem-solving approaches

Describe organizational sources of conflicts factors (SOB 1)

i. Communication factors

ii. Structural factors

1. Rewards

2. Resource independence

Personal Behavior factors (SOB 1)

i. Values

ii. Perception

iii. Personality

Additional factors (SOB 1)

i. Who am I dealing with?

ii. What are the stakes

iii. What is the situation?

Evade conflict management style (SOB 2)

Task- Its not important to you or delaying for more information

Relationship- No need to work or build the relationship

Trust- Not worried about building trust

Information- Not motivated to gain information or delaying

Power- Might influence, but not worried about getting involved

Bumper Sticker- “Not now, can you come back later?”

Comply conflict management style (SOB 2)

Task- Not important or important for building trust/rapport

Relationship- Desire to sustain/improve relationship

Trust- Trust between parties and or desire to build it

Information- You have information but wiling to let opposite use their info

Power- You may have all the power but comply to build trust and improve the relationship

Bumper Sticker- “Yes, absolutely, lets do it your way”

Insist conflict management style (SOB 2)

Task- Its very important to you

Relationship- No desire to sustain or improve relationship

Trust- Does not exist, is not needed, or is not valued

Information- Don’t need or don’t trust opposites information

Power- Demand (and get) your way promptly. Must have power to ensure decisions are followed

Bumper Sticker- “Take it or leave it” or “Today, do it my way?

Settle conflict management style (SOB 2)

Task- Its somewhat important to you

Relationship- You care bout the relationship but improving it not paramount

Trust- May/may not be important. Don’t want to hurt relationship but improving is not paramount.

Information- Perceive opposite is providing accurate info but may not be fully disclosing info

Power Power- evenly divided between parties

Bumper Sticker- “Lets split the difference and call it a day

Cooperate conflict management style (SOB 2)

Task- Its very important to you

Relationship- Important to maintain/improve

Trust- Trust/rapport exists or need tobe built

Information- Freely shared, valued by both

parties

Power- Power is shared (“Power with”)

Bumper Sticker- “Lets work together and come

up with an even better solution”