Chapter 4 conflict resolution techniques


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Chapter 4 conflict resolution techniques

  1. 1. ME3101 / ME3102Mechanical Systems DesignChapter 4Conflict Resolution Techniques
  2. 2. What is conflict?Characteristics of conflict•Conflict occurs when people disagree onsomething•Conflict is inevitable when people work ingroups•Conflict can result in advances, or set theteam back Learn how to manage conflicts!!
  3. 3. Team conflictsManaging team conflictscan be hard due to thefollowing:1. The sheer number of people2. Lack of ground rules3. Personal bias4. Poor communication5. Digressions
  4. 4. Conflict Resolution Styles There are 5 primary styles of conflict resolution: 1. The Turtle: Avoidance 2. The Teddy Bear: Accomdating 3. The Shark: Competition 4. The Fox: Compromise 5. The Owl: Collaboration
  5. 5. Characteristics:•Manages conflicts by avoiding it. The turtle•In times of stress, a turtle withdrawsfrom it, or retreats.•Believes that it is impossible to resolvea conflictAdvantages:•It is better to let trivial matters slidethan magnify it Disdvantages:•When resolution achieves little •Inability to achieve self – satisfaction•When others can resolve the conflict •Conflicts remains unresolvedbetter than you can •Sense of helplessness
  6. 6. The Teddy Bear Characteristics: •Values the interpersonal relationship more than the issue at hand •Wants to be well liked by others Disdvantages: •May not be the style to achieveAdvantages: the best results•Minimal loss of social credits •Very difficult to achieve•Lesser loss of time when faced with personal goalstime constraints •Might result in unsatisfactory•More well received by other people working relationships
  7. 7. The SharkAdvantages: Characteristics:•Best used in situations where •Strong wish to achieve personal goalsunpopular but criticaldecisions have to be made •Values goals more than personal relationships•Cuts down on time losses,thus ideal in situations when •Tends to be highly aggressivefaced with time constraintsDisdvantages:•Builds resentment•Others members might feelundervalued•Loss of social credits
  8. 8. Characteristics:•Meets the other party halfway to endin a win some, lose some situation The Fox Advantages:•Goals and social relationships are •Both parties attain strategicequally important goals while forgoing the less important ones•Time consuming style•Willingness to give up on less Disdvantages:important points •Often is a time-consuming process to achieve a decision whereby both parties can meet half-way •Loss of lesser concerns might build some resentment.
  9. 9. Characteristics: The Owl•Believes that collaboration is the bestway to achieve goals, together•Solutions are agreeable to all•All perspectives and grounds arecoveredAdvantages: Disadvantages:•Little or no build up of •Extremely time consumingresentment style•Very comprehensive •Almost impossible when facedsolutions can be arrived at with a time constraint•True learning can beachieved through sharing
  10. 10. Avoid committing these!
  11. 11. Contempt Symptoms: •Verbal attacks on a person aimed to devalue self worth •Sarcasm •Facial expressions such as eye rollingSolutions:•Do not make snap judgments about a person’s character; Address thebehavior instead.•Think positive! Most often, if you think a person is bad, you willperceive his actions negatively.
  12. 12. Symptoms: Unhealthy Criticism•Unconstructive statements such as “Youever think about others!”•Statements designed to make anotherperson feel bad without offeringresolutionSolutions: …not all criticisms are bad. Only unhealthy•Deliver statements with tact ones are•Used I statements rather than You statements. (Eg. I feel ignored whenyou do that)•Never deliver criticisms in public•Be constructive! After-all, you’re trying to help your team mates becomebetter
  13. 13. Defensiveness Symptoms: •A tendency believing that he/she is a victim , and making excuses for own behavior •A reluctance to accept blame and responds to criticisms negativelySolutions:•Take it easy! Try to understand from the other party’s perspective, andrespond accordingly.•Understand that the other person is trying to help, and make an effortto reach and understanding with each other.•Recognize that the project is as equally important to your team as it isto you, and that he/she has a right to partake in the decision making
  14. 14. Symptoms: Stonewalling•A behavior whereby the personretreats/becomes absent from theconversation•Actions such as breaking eye contact, notresponding verbally or even physically leavingSolutions:•Most people stonewall when they areemotionally overwhelmed. Take a break to letthe negativity tide over.•Re-approach the issue again differently withmore tact. As you do not expect different resultsusing the same method.
  15. 15. In conclusion•Establish: •Ground rules of engagement with each other and to the project •Realistic expectations of each other•Practice: •Respect for team members •Good conversational techniques •Good body language