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Interpersonal Managing Conflict
 

Interpersonal Managing Conflict

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    Interpersonal Managing Conflict Interpersonal Managing Conflict Presentation Transcript

    • Interpersonal Managing Conflict
    • Conflict Conflict exists when individuals who depend on each other express different views, interests, or goals and perceive their views as incompatible or oppositional.
    • Conflict is
      • Natural
      • Inevitable
      • Potentially constructive
    • Types of Conflict
      • Pseudo – apparent, not real, a conflict waiting to happen
      • Fact – concerns message accuracy
      • Value - deep-seated beliefs about what is good or bad, worthwhile or worthless, desirable or undesirable, moral or immoral
      • Policy – what should be the plan, course of action, or behavior
      • Ego – “winning” or “losing” is central to maintaining self-image
    • Types of Conflict
      • Pseudo
      • Fact
      • Value
      • Policy
      • Ego
      Conflicts become complicated when they escalate to involve values and egos.
    • Styles of Conflict Management
      • Withdrawal – people physically or psychologically remove themselves from the conflict
      • Accommodating – people attempt to satisfy others’ needs while neglecting their own
      • Forcing – people attempt to satisfy their own needs without concern for the other or harm done to the relationship
    • Styles of Conflict Management (continued)
      • Compromising – people attempt to resolve conflict by providing some satisfaction for both parties
      • Collaborating – people try to fully address the needs and issues of each party and arrive at a solution that is mutually satisfying
    • Conflict Styles High concern for self High concern for other Accommodating Collaborating Compromising Withdrawing Forcing
    • Collaborative Conflict Management
      • Define the problem.
      • Analyze the problem.
      • Develop criteria for judging solutions.
      • Generate solution alternatives.
      • Select the solution that best meets the criteria identified.
    • Approaches to Conflict Both parties feel satisfied Win/Win Neither party gets satisfaction Lose/Lose The other party gets satisfaction Lose/Win One party gets satisfaction Win/Lose
    • Initiating Conflict Using Communication Skills
      • Recognize and state ownership of the problem.
      • Describe the basis of the potential conflict in terms of behavior, consequences, and feelings.
      • Avoid evaluating the other person’s motives.
      • Be sure the other person understands your problem.
      • Think of exactly what you will say before you confront the other person.
      • Phrase your request in a way that focuses on common ground.
    • Responding to Conflict Using Communication Skills
      • Put up mental shields against overly aggressive attacks, rather than becoming defensive or counterattacking.
      • Respond with genuine interest and concern.
      • Paraphrase your understanding of the problem.
      • Seek common ground.
      • Ask the initiator to suggest alternatives.
    • Constructive Communication Unproductive Communication
      • Validation of each other
      • Disconfirmation of each other
      • Sensitive listening
      • Poor listening
      • Dual Perspective
      • Preoccupation with self
      • Recognize other’s
      • concerns
      • Cross-complaining
      • Hostile mind reading
      • Seek Clarification
    • Constructive Communication Unproductive Communication
      • Focus on specific issues
      • Everything is thrown in
      • Compromises and contracts
      • Counterproposals
      • Useful metacommunication
      • Excessive
      • metacommunication
      • Summarizing the
      • concerns for both
      • partners
              • Self-summarizing
      (continued)
      • Infrequent interruptions
      • Frequent interruptions
    • Mediator An uninvolved third party who serves as a neutral and impartial guide, structuring an interaction that enables the conflicting parties to find a mutually acceptable solution to their problems.
    • Mediating Conflict Using Communication Skills
      • The people need to agree to work with you.
      • Help the people identify the real conflict.
      • Maintain your neutrality.
      • Keep the discussion focused on the issues.
      • Work to ensure equal air time.
      • Focus the discussion on solutions not blame.
      • Make sure both parties fully understand and support the agreed-upon solution.
      • Establish an action plan and follow-up.
    • Learn from Conflict Failures
      • Analyzing your behavior will put you in a better position to act more successfully in the next conflict.
      • Since conflict is inevitable, you can count on using this knowledge again.
    • How We Manage Conflict Affects:
      • Our friendships
      • Our romantic relationships
      • Our world of work
    •