Conflict Management

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    Conflict Management - Presentation Transcript

    1. Conflict Management Source: http://www.pixelio.de/details.php?image_id=380818&mode=search
    2. Part # 1 Why does a conflict happen?
    3. The growth in organizational interdependencies, the shift to collaborative team-based structures, increased diversity, and heightened environmental uncertainty all have the potential to result in substantially higher degrees of organizational conflict. Sources Callanan, Gerard A. & Perri, David F.: Teaching Conflict Management Using a Scenario-Based Approach. Amason, 1996; Amason, Thompson, Hochwarter & Harrison, 1995.
    4. Conflict Frustration Aggressiveness Anger Stress Change
    5. In relation to stress there are two key hormones at work in our brains, adrenaline and cortisol. At low levels cortisol helps our brains function optimally by facilitating thought and cognition. In response to a stressor, soaring cortisol levels paired with a boost of adrenaline can literally paralyze the brain’s critical abilities. In this stressed state we no longer focus on the task at hand, but instead we shift our focus and attention to the stressor which results in sub par performance of our task. In addition to how we respond, prolonged stressful states can actually negatively affect the way we learn and intake information. Furthermore, stress lowers our body’s ability to fight off illness because our immune systems weaken with our hormonal surges. Source: http://social-brain.com/2009/06/03/the-neuroscience-of-stress/
    6. Part # 2 What kind of conflict are you faced with?
    7. Conflict Examples of topics type Conflict Company purpose. of goals and Company strategy. methods Processes and structures.
    8. Conflict Problems type Conflict of Distribution of scarce resources. interests Examples Money, for example wages. Space, e.g. offices. Time, e.g. for meetings.
    9. Conflict Examples of topics type Value Culture. conflict Religion. Political conviction.
    10. Conflict Example of problem type Personal Lack of trust, for example conflict between: buyer and seller. employee and manager.
    11. Part # 3.A How do you manage a conflict? Part A: Five strategies
    12. Assertive behaviour 2 1 Competing Cooperating 3 Compromising 5 4 Escaping Adapting Source: Adapted from Blake & Mouton (1964) Cooperative behaviour
    13. Strategy # 1 Cooperating
    14. When a win-win solution is very important. When it is important to merge ideas and knowledge from people with different views.
    15. The collaborative style is usually recognized as the preferred approach to conflict resolution Source: McShane & Von Glinow, 2003, p. 396
    16. What to do A. Forgive B. Communicate effectively. C. See the problem as an opportunity, for example to learn something about the other person.
    17. Effective communication Dominating Passive communication communication
    18. Aggressive Effective Passive communication communication communication ”You” ”I” “One” language language language
    19. Ask open questions What do you need? How do you feel about..? When did...? Where did..? Who..? Why did..?
    20. Example of perception differences regarding looking a person straight in the eyes Italy vs. South Korea
    21. Source Sclavi, Marianella: ”The role of play and humor in creative conflict management.” Negotiation Journal, April 2008.
    22. An elderly Italian mother superior repeatedly demanded a young South Korean nun to face her and look her straight in the eyes. But in the Korean culture it is considered a sign of extreme disrespect for a young person, especially a woman, to look straight into the eyes of an older person. The young nun avoided doing as ordered, which irritated the mother superior and made her suspicious. Source Sclavi, Marianella: ”The role of play and humor in creative conflict management.” Negotiation Journal, April 2008.
    23. The young Korean nun did not explain her discomfort to the old Italian mother superior, because to do so would embarrass her even more. In a conflict, a young woman can – in the South Korean culture – not have the ”last word” and cannot tell an elder that she should ”know better”. Source Sclavi, Marianella: ”The role of play and humor in creative conflict management.” Negotiation Journal, April 2008.
    24. Strategy # 2 Competing
    25. When the 2 parties have different goals and cannot talk to each other. When you want to satisfy your own interests – no matter what impact it will have on the conflict.
    26. What to do Focus on the problem and what people need, not the person. Use a moderator / facilitator / mediator.
    27. Strategy # 3 Compromising
    28. When the cooperating strategy or competing strategy were not successful. When parties are under time pressure, need a result, and do not want to make a relationship worse.
    29. What to do Use a moderator / facilitator / mediator
    30. Find bargaining zone Source: http://www.scribd.com/doc/6672392/Conflict-Management-and-Negotiation-826
    31. Strategy # 4 Adapting
    32. When the other person is more right than you are. When the conflict is more important for the other person than for you. When you prefer peace – compared to what you could maybe win through a conflict.
    33. Strategy # 5 Escaping
    34. When a temporary break is necessary, for example to calm down. When it is necessary to collect more information to reach a solution. When it is very important not to hurt feelings. When other people are more competent to solve the problem.
    35. What to do Ignore conflict by avoiding confrontation
    36. Part # 3.B How do you manage a conflict? Part B: 10 ideas to prevent stress
    37. Idea # 1 Set goals
    38. Idea # 2 Find challenges that are right for YOU This includes the ability to say ”yes” and ”no”
    39. Source: http://lateralaction.com/articles/mihaly-csikszentmihalyi/
    40. Performance Effective problem solving Creative Exhaustion Frustration problem solving Irrational Low self problem solving confidence High self confidence Low self Fatigue confidence Unsatisfaction Satisfaction Illness Working pressure
    41. Idea # 3 Prepare for your assignments
    42. Idea # 4 Concentrate right now
    43. Idea # 5 Think positively
    44. Idea # 6 Change things that need to be changed and easily can be changed
    45. Idea # 7 Accept things which are difficult to change and that increase your level of stress
    46. Idea # 8 Do sports regularly Source: http://www.pixelio.de/details.php?image_id=85453&mode=search
    47. Idea # 9 Eat healthy food Source: http://www.pixelio.de/details.php?image_id=318321&mode=search
    48. Idea # 10 Get some sleep Source: http://www.pixelio.de/details.php?image_id=364199&mode=search

    + Frank Calberg ServicesFrank Calberg Services, 5 months ago

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