Conflict Resolution

Chapter 9: Conflict Resolution

Human Relations - Fall 2025
Instructor: Mr. Salinas

Learning Objectives

  • Describe the key elements of conflict.

  • Explain different levels at which conflict can occur.

  • Summarize stages in the conflict process.

  • Recognize characteristics of conflict escalation.

Understanding Conflict

  • Definition of Conflict:

    • Occurs in interactions with real or perceived incompatible goals, scarce resources, or opposing viewpoints.

  • Severity of Conflict:

    • Can vary from mild to grievous expressed verbally or nonverbally.

    • Expression Range:

    • From a nearly imperceptible cold shoulder to a very obvious blowout.

Six Elements of Conflict (Rice, 2000)

  1. Inevitability:

    • Conflict is inevitable because individuals do not all think or act the same.

  2. Value Neutrality:

    • Conflict is neither inherently good nor bad by itself.

  3. Process:

    • Conflict is a process; individuals choose how to respond to it.

  4. Energy Consumption:

    • Both avoiding and engaging in conflict consume energy.

  5. Involvement of Content and Emotion:

    • Conflict involves both the content (issues) and emotional responses.

  6. Proactivity vs. Reactivity:

    • Responses can be proactive or reactive, which can lead to a positive outcome.

Levels of Conflict

  • Intrapersonal:

    • Conflict occurring within an individual.

  • Interpersonal:

    • Conflict occurring between individuals.

  • Intergroup:

    • Conflict occurring between groups or departments.

  • Interorganizational:

    • Conflict occurring between organizations.

The Conflict Process

  • Four Stages of Conflict (Thomas, 1976):

    1. Frustration:

    • Goals are blocked.

    1. Conceptualization:

    • Understanding the problem and developing strategies.

    1. Behavior:

    • Implementing the chosen response (compete, collaborate, etc.).

    1. Outcome:

    • Evaluating satisfaction and closure following the conflict.

5 Styles of Conflict Management

  1. Accommodating:

    • Submissive; one party complies with or obliges another without personal input.

  2. Avoiding:

    • Passive or indirect; involves pretending the conflict does not exist, considered the less effective style.

  3. Competing:

    • Power-driven approach; defending one's position, striving to win at the expense or “loss” of the other party.

  4. Compromising:

    • Involves giving up some or most of what is wanted; not necessarily achieving a win/win outcome.

  5. Collaborating:

    • Aiming for a mutual beneficial solution (win/win), both parties are satisfied with the outcome.

STLC Conflict Model (Cahn & Abigail, 2014)

  • Four-Step Process to Manage Communication During Conflict:

    1. Stop:

    • Pause before reacting to the conflict.

    1. Think:

    • Identify the problem and the desired outcomes.

    1. Listen:

    • Empathically hear the other party's perspective.

    1. Communicate:

    • Discuss the issues assertively and respectfully.

Teamwork and Conflict in the Workplace

  • Stages of Team Development (Tuckman):

    1. Forming:

      • Introduction and initial interactions among team members.

    2. Storming:

      • Conflicts surface as team dynamics are explored.

    3. Norming:

      • Team members establish norms and develop cohesion.

    4. Performing:

      • Team reaches optimal functioning level to achieve goals.

    5. Adjourning:

      • Disbanding of the team after achieving objectives.

Team Roles in Conflict

  • Effective Roles:

    • Positive Roles: Initiator, Elaborator, Coordinator, Evaluator, Recorder, Comic Relief.

    • Negative Roles: Dominator, Recognition Seeker, Special-Interest Pleader, Blocker, Slacker, Joker or Clown.

Building a Positive Team Climate

Types of Cohesion

  • Task Cohesion:

    • Commitment of group members to the purpose and activities of the group.

  • Social Cohesion:

    • Attraction and liking among group members.

Benefits of Cohesiveness

  • Groups with appropriate levels of cohesiveness can:

    • Set goals easily.

    • Be more productive.

    • Exhibit high commitment to achieving the group's purpose.

    • Experience fewer attendance issues and less anger & tension.

    • Have members willing to support each other during difficulties.

    • Produce satisfied members who identify with, promote, and defend the group.

    • Encourage listening and support within the group.

Qualities of Positive Group Climate

  • Participation:

    • Members feel better when included in the process.

  • Messages:

    • Positive affirmations support task dynamics within the group.

  • Feedback:

    • Constructive, positive, and relevant feedback contributes to the group's climate.

  • Equity:

    • Group members appreciate fair management within the group.

  • Motivation:

    • Driven by connection to and the relevance of the group's goals or purpose.

  • Symbolic Convergence:

    • Shared stories and jokes foster unity and morale within the group.

Diversity and Innovation

  • Enhancing Decision-Making and Creativity:

    • Diverse teams lead to improved analysis, fewer errors, and higher rates of innovation.

  • Leadership Representation:

    • Diversity must be reflected in leadership roles to effectively drive change.

Summary

  • Conflict is inevitable but manageable through various styles and models to navigate disagreements.

  • Team cohesion, clear roles, and diversity improve overall outcomes in group settings.

  • Effective communication remains a critical component at all stages of conflict resolution.