Conflict Management Styles: Strategies for Effective Resolution

1. CONFLICT

2. WHAT IS CONFLICT? • OUTCOMES OF CONFLICT? • CAUSES OF CONFLICT • PEOPLE DON’T GET ALONG BECAUSE THEY FEAR EACH OTHER. • PEOPLE FEAR EACH OTHER BECAUSE THEY DON’T KNOW EACH OTHER. • THEY DON’T KNOW EACH OTHER BECAUSE THEY HAVE NOT PROPERLY COMMUNICATED WITH EACH OTHER • COMMON RESPONSES TO CONFLICT • STAGES OF CONFLICT • DANGERS OF UNRESOLVED CONFLICT

3. CONFLICT MANAGEMENT STYLES? – • WIN - LOSE, - Eg – I win You lose – Australian Cricket Team – Ruthless – Competing • Results - Uncooperative, aggressive, power, imposing - response is antagonism, hostility • When to use – Use during emergencies, best option available, safety issues, assertive not aggressive • LOSE - LOSE, - we both lose – Suicide Attacks – Losers – Avoiding • Results – Let sleeping dogs lie, brush it under carpet, Emu syndrome, sidestepping, • When to use – Time, ‘cool off apporach’, when it is not your responsibility • LOSE – WIN – I lose, you win – submissive, accommodating – Car park – Accomodating • Results – high relationship, putting parties wishes before yours, agree to disagree, done without conviction • When to use – Relationship building, hope is minimal • WIN – WIN – Leadership essential – focus is on togetherness – Collobrating • Results – satisfies both, understand each other better, work to a solution(emissions) • When to use – Both Relationship and Issue are important, both are committed to solution minimal

4. CONFLICT MANAGEMENT STYLES? – • WIN - LOSE, - Eg – I win You lose – Australian Cricket Team – Ruthless – Competing • Results - Uncooperative, aggressive, power, imposing - response is antagonism, hostility • When to use – Use during emergencies, best option available, safety issues, assertive not aggressive • LOSE - LOSE, - we both lose – Suicide Attacks – Losers – Avoiding • Results – Let sleeping dogs lie, brush it under carpet, Emu syndrome, sidestepping, • When to use – Time, ‘cool off apporach’, when it is not your responsibility • LOSE – WIN – I lose, you win – submissive, accommodating – Car park – Accomodating • Results – high relationship, putting parties wishes before yours, agree to disagree, done without conviction • When to use – Relationship building, hope is minimal • WIN – WIN – Leadership essential – focus is on togetherness – Collobrating • Results – satisfies both, understand each other better, work to a solution(emissions) • When to use – Both Relationship and Issue are important, both are committed to solution minimal

5. COMPROMISING – 50 – 50

6. STEPS TO RESOLVE CONFLICT • Open the discussion – schedule time, set the scene, parameters – FRAMING STATEMENT, ASSERTIVENESS • Give information – I message – Non emotional, Neutral/Objective • Gather Good Information – Empathy, Active Listening – Two ears, one mouth, clarify, paraphrase • Problem Solve – a) Summarise • b) Search for mutually acceptable platforms – Brainstorm, Currencies (what is cheap for you to give and is valuable for others to receive), Chunk down the problem, Chunk Up (Objective), What if, look for options? • c) Evaluate possible solutions • d) Decide together

7. KEEP COOL – take breaks as needed

8. OUTCOMES • Both satisfied • Both can work together better now • Able to manage conflicts easier now • Appreciate and understand each other better now • Mediation –

9. GROUP DYNAMICS – What is it? – TASK ORIENTED • HOW DOES IT WORK? • COMMUNICATION – methods, barriers to, open, respectful, honest, readily communicate, communicated totally and readily • DECISION MAKING – consensus, democratic, autocratic, • TRUST – how does it develop – Fear, knowledge, identification, value of team member & respect, friendly to each other • CLIMATE AND ATMOSPHERE – friendliness, cohesiveness, helpful to each other, personal rapport, focus on WIN WININFORMAL AND FORMAL LEADERS – task vs people • GROUP COHESIVENESS – members needs, do they satisfy group needs as well, responsibility of group, Pitfall of ‘group think’

10. LOAFING – procrastinating, time wasting – 3 C’s – Collaborate (specific tasks for members), Content (guidelines), Choice (ownership, commitment) • PARTICIPATION – group goals & objectives, group camaraderie, • POWER AND INFLUENCE ( Divide & Rule) • WHAT INFLUENCES GROUP DYNAMICSPersonalities & skills • Environment and climate of group • Task or job being undertaken • Groups motivation and commitment • Leader