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2011 IMA Educational Conference September 29-30, 2011 Presented by C. S. “ Bud ” Kulesza CMA, CFM Former Chair Institute of Management Accountants Dean Emeritus – IMA Leadership Academy. Conflict Management . IMA Leadership Academy. Learning Objectives.

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Conflict management l.jpg

2011 IMA Educational Conference

September 29-30, 2011

Presented by

C. S. “Bud” Kulesza CMA, CFM

Former Chair Institute of Management Accountants

Dean Emeritus – IMA Leadership Academy

Conflict Management

IMA Leadership Academy

Learning objectives l.jpg
Learning Objectives

  • To define conflict versus conflict management

  • To increase awareness of how conflict occurs

    • Categories of organizational conflict

    • Factors contributing to conflict

    • Conflict cycle

  • To define negative versus constructive conflict

  • Things to consider when handling conflict

  • How to deal with difficult people

  • Steps to managing conflict

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What is conflict?

tension resulting from forces acting in opposition to each other

disagreement with strongemotions which causes us to stop listening

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What is ConflictManagement?

  • Method of reprocessing tension & disagreements

  • Search for areas of agreement

  • Identification of facts to support agreement

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Kenneth Cloke and Joan Goldsmith

“Every conflict we face in life is rich with positive and negative potential”

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Five Categories of Organizational Conflict

1. Multiple role conflict

2. Scarce resources

3. Differing values or priorities (most difficult to resolve)

4. Differing perceptions of the problem

5. Insecurity / personal needs

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Negative versus Constructive Conflict

  • Negative Conflict

    • Focuses on differences

    • Decreases productivity

    • Wastes resources

  • Constructive Conflict

    • Focuses on agreement

    • Increases productivity

    • Maximizes resources

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Constructive Conflict Benefits

  • Opens up issues of importance

  • Results in clarification

  • Questions assumptions

  • Results in solutions to problems

  • Increases individual involvement in issues of importance to them

  • Causes authentic communication to occur

  • Serves as release to pent-up emotions, anxiety, stress

  • Helps build cohesiveness through learning more about each other

  • Helps people grow personally

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Mary Parker Follett

“It is possible to conceive conflict as not necessarily a wasteful outbreak of incompatibilities, but a normal process by which socially valuable differences register themselves for the enrichment of all concerned”

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Things to consider when handling Conflict

  • Defensiveness/reacting

  • Placating

  • Forgetting that understanding is not agreeing

  • Mismatched verbal & nonverbal behaviors

  • Failing to listening appropriately

  • Focusing on details instead of core problem

  • Failing to reflect back what the person is saying

  • Not utilizing the 100 + 1% principle

  • Putting your but in the wrong place

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Categories of Difficult People

  • Hostile / Aggressive

  • Indecisive

  • Complainer

  • Negativist

  • Silent / Unresponsive

  • Know-it-all Expert

  • Super Agreeable

  • Addicted

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How to deal with Difficult People

Don't react


Acknowledge what was said

Ask a clarifying question

Repeat back

Expand upon what was said

Offer to explore solutions

Establish boundaries

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Dialogue Questions

  • What can you improve in your organization to improve the ways that your colleagues deal with conflict?

  • What processes can be applied to achieve this improvement? How will you include all locations if your organization is located in multiple sites?

  • What will be your role in conflict management?

  • What are the potential outcomes?

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Identify the 3 most important lessons you learned from this course.

What will you apply?

What did you learn about yourself?

What strengths do you want to develop, or share?

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We hope you enjoyed … and learned!

Conflict Management