Conflict Management in the Work Place

1. Conflict Management in the Work Place Marcia Daehler, APRN, BC Toni Bluemke, RN, MS

2. Conflict in the Work Place Objectives • Examine the concept of conflict • Identify instruments for self-reflection • Discuss cultural dynamics in conflict • Identify ways to conflict resolution

3. Conflict in the Work Place Conflict defined: “A state of disharmony between incompatible or antithetical persons, ideas, or interests; a clash. When mutually exclusive viewpoints attempt to solve a problem.” American Heritage Dictionary, 2000

4. Conflict in the Work Place Everyone experiences conflict – • Personal conflict • Relational conflict • Structural conflict • Cultural conflict

5. Conflict in the Work Place Conflict maybe viewed as cognitive or perception

6. Conflict in the Work Place Conflict maybe viewed as emotional or as a feeling

7. Conflict in the Work Place Conflict maybe viewed as behavioral or action

8. Conflict in the Work Place Conflict as perception: • A belief or understanding that one’s own needs, interests, wants, or values are incompatible with someone else’s • Objective and subjective elements are present in this cognitive dimension • Exists even if only one person perceives it to exist

9. Conflict in the Work Place Conflict as a feeling: • Involves an emotional reaction to a situation or interaction that signals disagreement of some kind • Emotions felt might be fear, sadness, anger, hopelessness, or a combination of these • Conflict may not be reciprocal as sometimes only one person feels the conflict

10. Conflict in the Work Place Conflict as action • Actions taken to express feelings, articulate perceptions, and meet needs in a way that has the potential for interfering with another’s ability to have their needs met. • May involve a direct attempt to make something happen at someone else’s expense • Use of vocal tone, volume and cadence

11. Two Kinds of Conflict: Unhealthy or destructive Has negative impact on the individual or group Healthy Considers solution Experiences positive growth Conflict in the Work Place

12. Conflict in the Work Place Potential positive effects of conflict; • Opportunity to grow • Increases motivation • Enhances problem solving • Develops group cohesiveness

13. Conflict in the Work Place Potential positive effects; • Increase knowledge & skill • Allows for creativity • Contributes to goal attainment • Opportunity for personal growth • Reality adjustment

14. Conflict in the Work Place Potential negative effects; • Handled poorly – no benefit • Becomes detrimental • Maybe destructive • Decreases productivity

15. Conflict in the Work Place Potential for negative effects: • Erosion of trust • Polarized positions • Secrecy & reduced information flow • Morale problems

16. Conflict in the Work Place Common misconceptions about conflict: • Conflict, if left alone, will take care of itself • Confronting an issue or person is always unpleasant • Presence of conflict is a sign of a poor leader • Anger is always negative and destructive • Someone has to win and someone has to lose • All conflicts can be resolved

17. Conflict Resolution • Working through opposing views in order to reach a common goal or mutual purpose to resolve the issue

18. Conflict Resolution

19. Conflict Resolution Methods of resolving conflict – No method is good or bad, but methods are appropriate and effective, depending on the situation • Collaborating • Competition • Compromising • Avoiding • Accommodating

20. Conflict Resolution Collaborating – • High concern for goal and relationship • Develop solutions meeting important needs of all parties • Committed to goals, shared control

21. Conflict Resolution Competition – High on goal attainment and assertiveness • Focus on satisfying one’s own concerns • Low flexibility • High need for control

22. Conflict Resolution Compromising – Moderate assertiveness and cooperativeness • Attempt to “trade-off” so each party can achieve some goal • Moderate flexibility • Don’t always explain reasons or underlying needs

23. Conflict Resolution Avoiding – low concern for goal and low assertiveness • Useful if chances of problem solving are slim • Leaves conflict unaddressed • Low satisfaction

24. Conflict Resolution Accommodating – High concern for relationship, low concern for goal or self • Often want to give in to save the relationship • High flexibility • Can be seen as a sign of weakness and be taken advantage of

25. Conflict Resolution Steps to resolution- • Decide the issue • Hear different points of view • Brainstorm options • Agree on an option

26. Conflict Resolution Rules to resolve conflict – • Use “I” statements • Decide who will talk first and allow person un-interrupted time to talk • Be respectful of each other & no name calling • Be honest

27. Conflict Resolution Active listening skills • Body language/non-verbal cues • Listening for content • Listening for emotion • Listening for issues

28. Conflict Resolution - Clarifying

29. Conflict Resolution - Summarizing

30. Conflict Resolution – Validating

31. Conflict Resolution – Neutralizing

32. Conflict Resolution – Reframing

33. Conflict in the Work Place • It is important to note that all should follow the policies and procedures of your individual work places.

34. References • Giles, D, Osborne-Gifford, A, 2005, Basic Parish Nurse Preparation Curriculum. Colleyville, TX. • Mediation Training, Mediation Services of Tippecanoe County, INC. www/MSTC.infro