Conflict Management - Lesson 9

Lesson 9: Conflict Management

Sources of Conflict

1. Communication Factors

• Missing Information:

  • When facts are omitted, individuals tend to fill in the gaps with assumptions.

  • This leads to misunderstandings and misalignment among people involved.

  • Memory Trick: “No info = Instant friction.”

2. Structural Factors

• a. Rewards:

  • Competition for rewards, such as promotions or recognition, can create rivalry among individuals or teams.

  • This fosters a "me vs. you" environment, where people are pitted against each other.

  • Memory Trick: “Rewards = Race mode.”

• b. Resource Interdependence:

  • This involves situations where people must share resources like time, money, and manpower to achieve their goals.

  • Conflict arises when everyone’s needs are high, but the available resources are limited, leading to competition and potential disputes.

  • Memory Trick: “Sharing stress = Tug-of-war.”

Summary Phrase:

• “Lack of info, reward rivalry, and resource tug-of-wars fuel conflict.”

Five Conflict Management Styles and Problem-Solving Approaches

1. Competing

• Style: Not cooperative, very assertive.

• Nickname: “My way or the highway.”

• Problem-Solving Term: Insist.

• AFNC Approach: Control (Directive).

• Memory Trick: “Compete = Command”

• Think: “I’m in charge!” – pushes forward even if others resist.

2. Avoiding

• Style: Not cooperative, not assertive.

• Nickname: Evades conflict entirely.

• Problem-Solving Term: Evade.

• AFNC Approach: Avoid (Passive).

• Memory Trick: “Avoid = Vanish”

• Think: “If I don’t look at it, it’ll go away.”

3. Compromising

• Style: Kind of cooperative, kind of assertive.

• Nickname: Only get some of what you want.

• Problem-Solving Term: Settle.

• AFNC Approach: Compromise (Middle-ground).

• Memory Trick: “Compromise = Cut in the middle”

• Think: “We both lose a little, but move on.”

4. Accommodating

• Style: Very cooperative, not assertive.

• Nickname: Gives in to others.

• Problem-Solving Term: Comply.

• AFNC Approach: Accommodate (Yield).

• Memory Trick: “Accommodate = All yours”

• Think: “You win, I’ll step back.”

5. Collaborating

• Style: Very cooperative, very assertive.

• Nickname: Wants the best for each other.

• Problem-Solving Term: Cooperate.

• AFNC Approach: Collaborate (Integrate).

• Memory Trick: “Collaborate = Combine to Climb”

• Think: “We both rise by working together.”

AFNC's Five Problem Solving Approaches

• INSIST: High Task Orientation, Low People Orientation - Competing/Forcing

• EVADE: Low Task Orientation, Low People Orientation - Avoiding

• SETTLE: Middle ground of Task and People Orientation - Compromising

• COOPERATE: High Task Orientation, High People Orientation - Collaborating

• COMPLY: Low Task Orientation, High People Orientation - Accommodating