Conflict Management

1
Conflict Management

• What word comes to mind when you hear the word
  conflict?

2
Word Association

• Destruction
• Anger
• Disagreement
• Hostility
• War
• Anxiety
• Tension

• Exciting
• Strengthening
• Helpful
• Stimulating
• Creative
• Intimate
• Clarifying

3
Definition

• An expressed struggle between at least 2
  interdependent parties, who perceive incompatible
  goals, scarce rewards, and interference from the
  other party in achieving their goals. They are
  in a position of opposition in conjunction with
  cooperation.

4
Conflict Management Styles

• Two Dimensional Matrix
• Concern for Self
• Concern for Others
• Implications

5
Effectively Managing Conflict

• Recognize role of perceptions
• Nature of context
• Past experiences
• Attitudes feelings
• Perceptual sets
• Need States
• Expectations

• Watch your language
• Abstraction levels
• Stereotypes
• False polarization
• Inferences/observations

6
Principles continued

• Focus first on understanding and then work on
  agreement

• Coordinate individual and group goals.
• Meeting mgt. Rules
• Flip charts
• Listening

7
Develop the right strategy tactics

• Definitions
• Strategy
• Tactics
• Goals
• Prospective
• Transactive
• Relational
• Collaborative

• Value of Goals
• Attainment
• Change
• Yardstick
• Planning Strategy
• Goals for You
• Goals for Others

8
Develop the right strategy tactics (cont)

• Strategic Directions
• Avoid
• Escalate
• Maintenance
• Reduction

• Avoidance Tactics
• Postponement
• Control Process
• Resort to formal rules
• Equivocate
• Precuing
• Gunny sacking
• Not recognizing conflict
• Fogging

9
Tactics (cont.

• Escalation
• Labeling
• Issue Expansion
• Coalition Formation
• Threats
• Constricting Others
• Maintenance
• Quid Pro Quo
• Agreement on Relational rules

• Reduction Tactics
• Fractionalization
• Inquiry
• Position Papers
• Metacommunication
• Compromise
• Strategic Ambiguity