Conflict Defined. Cold Conflict functional little to no emotion builds consensus enhances relationships Hot Conflict dysfunctional much emotion destroys relationships. Factors Influencing Hot Conflict. Attitudes Control imbalance Outcome importance Perceptions of: interdependence
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- provide evidence
- complaining to others
- smoothing and
- winning at all costs
Using nonverbal gestures to let employees
know their concerns are being heard.
Seeking clarification through paraphrasing of what each individual has said.
Step 1: Stabilize the setting
Step 2: Help disputants communicate
Step 3: Help parties negotiate
Step 4: Clarify their agreement