Conflict management

1. Conflict Management

2. It's easy to get the players but Getting team to play together that's the hard part “Casey Stengel” Dillon "Casey" Stengel nicknamed "The Old Professor", was an American Major League Baseball outfielder and manager

3. وربما أوجب استقصاؤنا النظر عدولاً عن المشهور والمتعارف ، فمن قَرَعَ سمعه خلافُ ما عهده فلا يبادرنا بالإنكار ، فذلك طيشٌ . فرُبَّ شَنِعٍ حَقٌّ ، ومألُوفٍ محمودٍ كاذبٌ . والحقُّ حقٌّ في نفسه ، لا لقول الناس له . ولنذكر قولهم: إذا تساوت الأذهانُ والهِمَمُ ، فمتأخِّر كُلِّ صناعةٍ ، خَيْرٌ مِن متقدمها . ابن النفيس (607هـ/1213م، دمشق - 687هـ/1288 م)

4. Conflict Management Mind Map

5. After this presentation we will be able to “or suppose”

6. Define and diagnose team conflict

7. Identify the outcomes of team conflict

8. Describe productive uses of conflict behavior

9. Explain constructive conflict resolution

10. Apply principled negotiation techniques

11. Describe the role of managed conflict

12. What is Conflict?

13. What is Conflict? A fight or battle A controversy or quarrel Opposition between interests or principles (a conflict of interest; conflicting opinions) Discord of action, feeling, or effect (conflicting emotions) Interference of one event or activity with another (a conflict in schedule) A mental struggle arising from opposing demands or impulses A collision

14. What is Conflict? A fight or battle A controversy or quarrel Opposition between interests or principles (a conflict of interest; conflicting opinions) Discord of action, feeling, or effect (conflicting emotions) Interference of one event or activity with another (a conflict in schedule) A mental struggle arising from opposing demands or impulses A collision

15. What is Conflict? A fight or battle A controversy or quarrel Opposition between interests or principles (a conflict of interest; conflicting opinions) Discord of action, feeling, or effect (conflicting emotions) Interference of one event or activity with another (a conflict in schedule) A mental struggle arising from opposing demands or impulses A collision

16. What is Conflict? A fight or battle A controversy or quarrel Opposition between interests or principles (a conflict of interest; conflicting opinions) Discord of action, feeling, or effect (conflicting emotions) Interference of one event or activity with another (a conflict in schedule) A mental struggle arising from opposing demands or impulses A collision

17. What is Conflict? A fight or battle A controversy or quarrel Opposition between interests or principles (a conflict of interest; conflicting opinions) Discord of action, feeling, or effect (conflicting emotions) Interference of one event or activity with another (a conflict in schedule) A mental struggle arising from opposing demands or impulses A collision

18. What is Conflict? A fight or battle A controversy or quarrel Opposition between interests or principles (a conflict of interest; conflicting opinions) Discord of action, feeling, or effect (conflicting emotions) Interference of one event or activity with another (a conflict in schedule) A mental struggle arising from opposing demands or impulses A collision

19. What is Conflict? A fight or battle A controversy or quarrel Opposition between interests or principles (a conflict of interest; conflicting opinions) Discord of action, feeling, or effect (conflicting emotions) Interference of one event or activity with another (a conflict in schedule) A mental struggle arising from opposing demands or impulses A collision

20. Causes of Conflict

21. Causes of Conflict Different values, goals and methods The tasking seems Impossible Issues of group control Communication Problems Functional loyalties Personality characteristics Status-seeking rather than team focus Frustration caused by lack of resolution

22. Causes of Conflict Different values, goals and methods The tasking seems Impossible Issues of group control Communication Problems Functional loyalties Personality characteristics Status-seeking rather than team focus Frustration caused by lack of resolution

23. Causes of Conflict Different values, goals and methods The tasking seems Impossible Issues of group control Communication Problems Functional loyalties Personality characteristics Status-seeking rather than team focus Frustration caused by lack of resolution

24. Causes of Conflict Different values, goals and methods The tasking seems Impossible Issues of group control Communication Problems Functional loyalties Personality characteristics Status-seeking rather than team focus Frustration caused by lack of resolution

25. Causes of Conflict Different values, goals and methods The tasking seems Impossible Issues of group control Communication Problems Functional loyalties Personality & characteristics Status-seeking rather than team focus Frustration caused by lack of resolution

26. Causes of Conflict Different values, goals and methods The tasking seems Impossible Issues of group control Communication Problems Functional loyalties Personality & characteristics Status-seeking rather than team focus Frustration caused by lack of resolution

27. Causes of Conflict Different values, goals and methods The tasking seems Impossible Issues of group control Communication Problems Functional loyalties Personality & characteristics Status-seeking rather than team focus Frustration caused by lack of resolution

28. Causes of Conflict Different values, goals and methods The tasking seems Impossible Issues of group control Communication Problems Functional loyalties Personality & characteristics Status-seeking rather than team focus Frustration caused by lack of resolution

29. Causes of Conflict Different values, goals and methods The tasking seems Impossible Issues of group control Communication Problems Functional loyalties Personality & characteristics Status-seeking rather than team focus Frustration caused by lack of resolution

30. Symptoms of Conflict

31. Symptoms of Conflict Members are impatient. Ideas are attacked before they are Completely expressed. Members take sides. Comments are made with emotion. Anger and dislike are expressed

32. Symptoms of Conflict Members are impatient. Ideas are attacked before they are Completely expressed. Members take sides. Comments are made with emotion. Anger and dislike are expressed

33. Symptoms of Conflict Members are impatient. Ideas are attacked before they are Completely expressed. Members take sides. Comments are made with emotion. Anger and dislike are expressed

34. Symptoms of Conflict Members are impatient. Ideas are attacked before they are Completely expressed. Members take sides. Comments are made with emotion. Anger and dislike are expressed

35. Symptoms of Conflict Members are impatient. Ideas are attacked before they are Completely expressed. Members take sides. Comments are made with emotion. Anger and dislike are expressed

36. Positive Outcomes of Conflict

37. Positive Outcomes of Conflict Increases energy and creativity Clarifies ideas Increases understanding Improves ground rules

38. Positive Outcomes of Conflict Increases energy and creativity Clarifies ideas Increases understanding Improves ground rules

39. Positive Outcomes of Conflict Increases energy and creativity Clarifies ideas Increases understanding Improves ground rules

40. Positive Outcomes of Conflict Increases energy and creativity Clarifies ideas Increases understanding Improves ground rules

41. Negative Outcomes of Conflict

42. Negative Outcomes of Conflict Decreased productivity Lack of communication Negative emotions about teamwork Poor decision making Dysfunctional working relationships Impaired process improvement

43. Negative Outcomes of Conflict Decreased productivity Lack of communication Negative emotions about teamwork Poor decision making Dysfunctional working relationships Impaired process improvement

44. Negative Outcomes of Conflict Decreased productivity Lack of communication Negative emotions about teamwork Poor decision making Dysfunctional working relationships Impaired process improvement

45. Negative Outcomes of Conflict Decreased productivity Lack of communication Negative emotions about teamwork Poor decision making Dysfunctional working relationships Impaired process improvement

46. Negative Outcomes of Conflict Decreased productivity Lack of communication Negative emotions about teamwork Poor decision making Dysfunctional* working relationships Impaired process improvement * Dysfunctional : incorrectly

47. Negative Outcomes of Conflict Decreased productivity Lack of communication Negative emotions about teamwork Poor decision making Dysfunctional working relationships Impaired* process improvement *Impaired: hardly move

48. Conflict Identification

49. Conflict Identification Productive Team reaches decisions Cooperative climate Disagreement is a common problem Commitment to team goals High esprit de corps Disagreement on issues only Members listen

50. Conflict Identification Productive Team reaches decisions Cooperative climate Disagreement is a common problem Commitment to team goals High esprit de corps Disagreement on issues only Members listen

51. Conflict Identification Productive Team reaches decisions Cooperative climate Disagreement is a common problem Commitment to team goals High esprit de corps Disagreement on issues only Members listen

52. Conflict Identification Productive Team reaches decisions Cooperative climate Disagreement is a common problem Commitment to team goals High esprit de corps Disagreement on issues only Members listen

53. Conflict Identification Productive Team reaches decisions Cooperative climate Disagreement is a common problem Commitment to team goals High esprit de corps Disagreement on issues only Members listen

54. Conflict Identification Productive Team reaches decisions Cooperative climate Disagreement is a common problem Commitment to team goals High esprit de corps Disagreement on issues only Members listen

55. Conflict Identification Productive Team reaches decisions Cooperative climate Disagreement is a common problem Commitment to team goals High esprit de corps Disagreement on issues only Members listen

56. Conflict Identification Unproductive Team is deadlocked Competitive climate Disagreement is win-lose Commitment to individual goals No esprit de corps Members see own views Personal attacks

57. Conflict Identification Unproductive Team is deadlocked Competitive climate Disagreement is win-lose Commitment to individual goals No esprit de corps Members see own views Personal attacks

58. Conflict Identification Unproductive Team is deadlocked Competitive climate Disagreement is win-lose Commitment to individual goals No esprit de corps Members see own views Personal attacks

59. Conflict Identification Unproductive Team is deadlocked Competitive climate Disagreement is win-lose Commitment to individual goals No esprit de corps Members see own views Personal attacks

60. Conflict Identification Unproductive Team is deadlocked Competitive climate Disagreement is win-lose Commitment to individual goals No esprit de corps Members see own views Personal attacks

61. Conflict Identification Unproductive Team is deadlocked Competitive climate Disagreement is win-lose Commitment to individual goals No esprit de corps Members see own views Personal attacks

62. Conflict Identification Unproductive Team is deadlocked Competitive climate Disagreement is win-lose Commitment to individual goals No esprit de corps Members see own views Personal attacks

63. Basic Types of Conflict

64. Basic Types of Conflict Within the individual Between individuals Between an individual and the team Between factions No esprit de corps Members see own views Personal attacks

65. Basic Types of Conflict Within the individual Between individuals Between an individual and the team Between factions No esprit de corps Members see own views Personal attacks

66. Basic Types of Conflict Within the individual Between individuals Between an individual and the team Between factions No esprit de corps Members see own views Personal attacks

67. Basic Types of Conflict Within the individual Between individuals Between an individual and the team Between factions No esprit de corps Members see own views Personal attacks

68. Basic Types of Conflict Within the individual Between individuals Between an individual and the team Between factions No esprit de corps Members see own views Personal attacks

69. Basic Types of Conflict Within the individual Between individuals Between an individual and the team Between factions No esprit de corps Members see own views Personal attacks

70. Basic Types of Conflict Within the individual Between individuals Between an individual and the team Between factions No esprit de corps Members see own views Personal attacks

71. Conflict Behavior

72. Conflict Behavior Conflict Behavior "Competing" I win, you lose (competition—A) - Assertive and uncooperative - Pursue own concerns at others' expense - Power oriented; trying to win

73. Conflict Behavior Conflict Behavior "Avoiding = wait/See ” - Unassertive and uncooperative - Will not address the conflict - Withdrawal

74. Conflict Behavior Conflict Behavior “Accommodating* = Lose/Win " I lose or give in (accommodate — B) - Unassertive and cooperative - Opposite of competing - Sacrifice own viewpoint in order to satisfy that of another * Accommodating : helpful in bringing about a harmonious adaptation (استيعابي)

75. Conflict Behavior Conflict Behavior "Compromising = Lose/win" We both get something (compromise — C) - The median between assertiveness - And cooperativeness - Finds a mutually acceptable solution - That will partially satisfy all parties

76. Conflict Behavior Conflict Behavior "Collaborating=win/win” We both “win”(collaborate—D) - Assertive and cooperative - Opposite of avoiding - An attempt to find a solution by Consensus

77. Conflict Assessment How does each team member define the issue? How do the parties pursue their objectives? Is each individual aware of the effect of his or her behavior on the other? Without intervention, what will happen to the team's performance? What is the win-win outcome?

78. Constructive Conflict Resolution Principles

79. Constructive Conflict Resolution Principles - Rationality - Understanding - Communication - Reliability - Noncoerciveinfluence - Acceptance - Goodwill

80. The Contract Negotiator’s Competencies Model

81. The Contract Negotiator’s Competencies Model Contract negotiations “Essential Elements”

82. Final Pointers - Maintain an open atmosphere - Keep conflict resolution inside the team - Examine past conflict behaviors - Consider the consequences

84. Conclusion Define and diagnose team conflict Identify the outcomes of team conflict Describe productive uses of conflict behavior Explain constructive conflict resolution Apply principled negotiation techniques Describe the role of managed conflict