Conflict Management
A Communication Skills Approach
Conflict Defined
“Conflict exists whenever
incompatible activities occur…. An
action which is incompatible with
another action prevents, obstructs,
interferes with, or injures, or in
some way makes it less likely or
less effective.” Deutsch (1971)
“Conflict often results when two or
more people, departments or
organizations disagree. It should
be viewed as neither positive nor
negative. Instead, conflict is an
opportunity to help meet
organizational goals and often
leads to healthy competition.”
Lucas (1994)
“Conflict is an expressed struggle
between at least two
interdependent parties who
perceive incompatible goals, scarce
reward, and interference from the
other party in achieving their
goals.” Hocker and Wilmot (1985)
Types of Conflict
Intrapersonal Conflict
Interpersonal Conflict
Intragroup Conflict
Intergroup Conflict
International Conflict
Conflict Handling Styles
Avoiding Style
Accommodating Style
Collaborating Style
Compromising Style
Competing Style
Conflict Handling Styles
Avoiding Style:
An avoiding style completely evades the conflict.
You would neither pursue your beliefs nor those of the others
involved.
Simply, you would continuously postpone or completely dodge
the conflict whenever it comes up.
This style could be appropriate to use when the conflict seems
trivial, you don't have the time or need more time to think, you
feel as though you have no chance of winning, or you're afraid
of being met with resentment.
Conflict Handling Styles
When to consider using the
avoiding style:
When you’re still undecided on how to proceed
When you don’t have the resources to devote immediately
When involved parties are experiencing high tension
When it has caused distraction from team productivity
Conflict Handling Styles
Accommodating Style
An accommodating style forsakes your own needs or desires in
exchange for those of others.
You would be putting the concerns of others before your own.
This style usually takes place when you either simply give in or
are persuaded to give in.
This style could be appropriate to use when you care less about
the issue than the others, want to keep the peace, feel as
though you are in the wrong, or feel like you have no choice but
to agree to the other point-of-view.
Conflict Handling Styles
When to consider using the
accommodating style:
When you can’t come to a resolution
When your peer is more concerned with the conflict than you
When you’re mistaken or your peer is more experienced
When productivity has been affected negatively by the conflict
Conflict Handling Styles
Collaborating Style
A collaborating style attempts to find a solution that will meet the
needs of all parties.
Rather than trying to find a middle ground solution, you would aim
for a solution that actually satisfies everyone and ends up being a
win-win situation.
This style could be appropriate when multiple perspectives need
to be addressed, there is an important relationship present
between the parties, the final solution is too important for anyone
to be displeased, or the beliefs of multiple stakeholders must be
represented.
Conflict Handling Styles
When to consider using the
collaborating style:
When several people will be impacted by the resolution
When it involves an important relationship
When the interests of all involved parties need to be considered
Conflict Handling Styles
Compromising Style
A compromising style attempts to find a solution that will at
least partially please all parties.
You would work to find a middle ground between all the needs,
which would typically leave people unsatisfied or satisfied to a
certain extent.
This style could be appropriate to use when it's more important
to reach a solution than for the solution to be great, a deadline
is rapidly approaching, you're at an impasse, or you need a
temporary solution for the moment.
Conflict Handling Styles
When to consider using the
compromising style:
When you need an immediate solution that may be temporary
When neither party will compromise
When productivity starts to be impaired by time the conflict is
taking
When there is no solution both will be happy with
Conflict Handling Styles
Competing Style
A competing style takes a firm stance and refuses to see the
perspectives of the other parties.
You would keep pushing your viewpoint at others or keep
rejecting their ideas until you get your way.
This style could be appropriate when you have to stand up for
your rights or morals, need to make a quick decision and force
others to get on board, need to end a long-term conflict, or
have to prevent a terrible, opposing decision from being made.
Conflict Handling Styles
When to consider using the
competing style:
When another conflict management approach has not been
successful
When no positive change has occurred after a period of time
When you feel pushback from those in conflict
Sources of Conflict
Differences in Culture
Differences in Ideology and Values
Educational Differences
Differences in Experiences
Competitions
Varying Perceptions
Inadequate or Poor Communication
Misuse of Power
Verbal Communication Strategies for Conflict
Management
1. Descriptive Speech
Admitting One’s Assertions
Stating Issues Clearly and Specifically
Semantic Selection: Word Choice
Semantic Obstacles to Communication: The Use of
Slang, Stereotypes, and Automatic Phrasing
Syntactic Selection: The Impact of Threats, Hostile
Joking and Sarcasm, and Hostile Questioning on
Managing Conflict
2 Problem Orientation
Identifying the Problem
Proposing Solutions
Assessing Solutions
4. Empathy
5. Equality
6. Provisionalism: Non-defensive communication that
shows you are not completely certain you are correct, there's a
possibility the other is correct
Nonverbal Communication Strategies
for Conflict Management
Types of Nonverbal Communication
Appearance
Kinesics
Oculesics
Haptics
Proxemics
Conclusion
The communication skills approach
encourages people to face rather than to
flee from conflict. The ability to develop a
flexible and appropriate attitude to conflict
can transform a potentially destructive
situation into a positive interaction. If we
understand properly to resolve conflict, this
will open up always a new opportunity that
will allow us to participate in and even
embrace conflict situations as a source of
change and growth.
Negotiation
Thank you!
