Conflict comes from the Latin root word “com” - together and “fligere” - to strike. Conflict is a state of real difference between two o...
Conflict comes from the Latin root word
“com” - together and “fligere” - to strike. Conflict is a state of real
difference between two or more persons where overt behavior is
characterized by differing perceptions toward goals that in turn create tensions,
disagreement and emotionality that tends to polarize those
involved.
Conflict
is inevitable, and although hazardous to any relationship especially to
management is not the end of the world. It has its advantage and liabilities.
FOUR AREAS
OF DISAGREEMENT
§
FACTS (present situation or problem)
§
METHODS
(best ways to achieve the goals)
§
GOALS
(how we would like things to be)
§
VALUES
(long-term goals and qualities we support
CONDITIONS
FOSTERING CONFLICT
·
Poorly defined jobs, tasks, responsibility and ranges of authorities.
- Prior history of conflict between two or more people or groups.
- Interdepartmental relationship that frequently place members at cross purposes; traditional adversary relationship.
C O N F
L I C T
ADVANTAGES
n
Clarifies issues and positions
n
Increases motivation and energy
n
Builds internal cohesiveness
n
Leads to innovation and creativity
n
Increases involvement
n
Improves problem-solving quality
n
Can increase productivity
n
Can prevent stagnation
|
LIABILITIES
n
Can distract from goal achievement
n
Causes defensiveness and rigidity
n
Polarizes the group
n
Distorts reality
n
decreases productivity
n
Can be debilitating Destroys morale
n
Creates suspicion and distrust
|
CAUSES
OF CONFLICT
·
Misunderstanding
or communication failure
·
Personality
clashes
·
Value
and goal differences
·
Substandard
performance
·
Differences
over method
·
Responsibility
issues
·
Lack
of cooperation
·
Authority
issues
·
Frustration
and irritability
·
Competition
for limited resources
·
Non-compliance
with rules and policies
FIVE STAGES IN AN OPEN CONFLICT
·
ANTICIPATION (A change is to be made and problems
are forecasted.)
·
CONSCIOUS BUT UNEXPECTED DIFFERENCES (Rumors
are out, but there is no confirmation. People do not like what they hear.)
·
DISCUSSION (Information is presented. Questions are
asked. Sides of the questions become open.)
·
OPEN DISPUTES (The principals in the situation confront the
sides of the argument. Differing opinions become clear.)
·
OPEN CONFLICT (The conflict sharpens up, with forces
mobilizing behind each side of the argument.)
LEVELS OF CONFLICT
Intrapersonal
Level
(Within the
Individual)
|
Contradictory,
incompatible and impulses with the person.
|
Interpersonal
Level
(Within the
Group)
|
Differences in
the group members’ goals and values, their motivation and interests.
|
Intergroup
Level
(Within the
Groups)
|
Divergence between
the values and norms of the group and those of certain segments of the
community.
|
STYLES/STRATEGIES
OF CONFLICT RESOLUTION
CONCERN FOR
RELATIONSHIP
|
1/9
Human Accommodation Style
|
9/9
Collaborative Problem Solving System
|
5.5 Viable
Solution Style
|
||
Avoidance
or Impersonal Tolerance Style
1/1
|
Aggressive, Argumentation Confrontation Style
9/1
|
|
CONCERN FOR PERSONAL GOAL
|
||
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