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- 1. S Conflict Management Manual For The Wilmington Hammerheads FC
- 4. What is Conflict? S The interaction of interdependent people who perceive incompatibility and the possible interference from others as a result of that incompatibility S In other words, conflict is a real or perceived disagreement that has the possibility of ending in argument
- 5. Conflict: Good or Bad? Encourages new thinking Raises questions Builds relationships Opens minds
- 6. Conflict: Good or Bad? Higher anxiety Unhealthy competition High employee turnover Low morale Increased worker complaints Absenteeism Low productivity Sabotage
- 14. Power & Conflict
- 15. Dissent How to Promote Articulated Dissent Develop a culture of trust and respect Strive to receive and use input wherever possible Share in decision making Encourage risk taking Engage in conversations about needed change Promote independent thinking
- 16. Identity & Face
- 19. Mediation
- 20. Explain what mediation is Discuss ground rules (such as no interrupting) Set a positive tone Ask all parties to tell their perspective of the conflict Ask non-judgmental questions Take notes on the underlying interests of both parties Summarize interests Reframe positional statements Acknowledge feelings Make a list of all underlying interests (maybe write them out on a white board) Have parties agree on the order of importance of issues Find common interests Clarify all of the issues Reframe if necessary Brainstorm solutions • Are these ideas possible? (reality testing) Write down the agreement that has been made Read the agreement for all parties to validate Obtain all external approvals if necessary Have all parties sign the agreement Steps of Mediation
- 23. Types of Conflict Management
- 25. Case Study
Editor's Notes
- The Wilmington Hammerheads FC is a professional soccer club competing in the United Soccer League (USL). As a professional organization, high standards of practice are expected both on and off the field
- This being said, conflict is bound to arise in any organization, professional or not. Due to the fact that conflict is unavoidable, it is of the utmost importance that all managers, and staff know how prevent, react, and transform in the face of conflict. Sport organizations are very unique. They attract a myriad of individuals with different cultural backgrounds and levels of education spanning all ages. While workdays may look similar to other businesses, there is one major difference: the countless hours spent with your co-workers outside of the office
- . Sponsorship events, game days, watch parties, and player appearances are just a few of the places one will see colleagues outside of the office on a weekly basis. With this being the case, not only are problems more likely to occur, it is even more imperative to resolve them quickly. This conflict resolution manual is intended to help aid in both preventing and de-escalating conflict.
- Most management with in the organization, have paid their dues, succeeded at their jobs, and have gained their titles through hard work and dedication. This being the case, most of them have never been formally trained as a manager, let alone in conflict resolution. This manual is aimed at these individuals and gives a rudimentary over view of conflict resolution. Here I will give you a brief overview of the manual and how It is intended to work.
- In fact, there are several positives to conflict in an organization: Encourages new thinking Raises questions Builds relationships and Opens minds Conflict itself isn’t always the problem. Often, it’s how people respond in the face of conflict. Usually it is when issues remain unresolved, that they can have a negative impact on the workplace
- These unresolved issues can lead to a lot of negativity and downright ugly behavior, such as: Higher anxiety Unhealthy competition High employee turnover Low morale Increased worker complaints Absenteeism Low productivity Sabotage
- With in the rest of this section of the manual, we go on to learn about what causes conflict, destructive patterns that aid in conflict escalation, and the 5 different conflict styles
- We also take a look at difference between defensive and supportive communication, making sure to provide examples of each
- At the end of each section the reader is presented with various role plays and questions intended to review the information as well as practice putting it to use.
- Our next section dives into power and conflict. Here we discover distributive vs. integrative power orientations, as well as power currencies, and the concept of power over vs. power with.
- In our next very important section we cover the 3 different types of organizational dissent and express the positive outcomes of articulated dissent.
- After our questions on dissent we move our discussion to the topic of identity & face. Here we examine how to support face, what is face threat, interest based vs. identity based conflict, as well as the triadic theory of conflict transformation.
- As I mentioned before, sports organizations attract a myriad of people spanning all ages and coming from many different backgrounds. For this reason a section on culture and conflict has been included in this manual. With in this section we explore several cultural dimensions and well as the different levels of intercultural orientation.
- As we progress through the manual we look at several more topics including mediation
- , emotion
- , and managing conflict.
- Our last informational section discusses implementing a dispute system design. A provisional system is included in the manual, but the importance of receiving employee input is highly stressed. For the reason we go into helpful tips for creating your own dispute system.
- At the very end we have included a full length case study and questions in order to create a cumulative review for the reader.
- We ultimately hope that this conflict resolution manual will help to educated the management within the Wilmington Hammerheads FC organization and will help them to prevent, react, and transform in the face of conflict.