Conflict Management

Recognize the manifestations of conflict

1) When wants or needs differ 2) When individuals' values differ 3) Differing degrees of knowledge expectations 4) Differences in race, gender, ethnicity, religion, and age 5) Assumptions/perceptions

Identify the benefits of coping with conflict.

1. Deals with reality 2. Confronts the real problem 3. Keeps identity and roles separate 4. Can assist the EOA in the organization

Recognize the systematic process associated with conflict management

According to the 32 CFR Part 83, conflict management is defined as, "A systemic process used to proactively identify and manage, at the earliest stage possible, conflict that can lead to one or more disputes, for the purpose of reducing the incidence of disputes and increasing the likelihood that disputes that do arise may be resolved efficiently, effectively, and expeditiously."

Identify the strategies used to cope with conflict

Always Avoid Calling Charley Crazy \a. Avoidance-------------------------Lose/Lose Withdraw from or deny there is a problem. b. Accommodating-------------------Lose/Win Differences are played down; surface harmony exists. c. Competing -------------------------Win/Lose One's authority, position, majority rule, or a persuasive minority settles the conflict. d. Compromise-----------------------Draw Each party gives something in order to meet midway. It is powerful when both sides are right. e. Collaboration---------------------Win/Win Abilities, values, and expertise of all are recognized; each person's position is clear, but emphasis is on the group solution. Discuss your needs instead of your wants.

Identify Alternate Dispute Resolution (ADR)

Any procedure that is used to resolve issues in controversy, including, but not limited to, conciliation, facilitation, mediation, fact-finding, mini-trials, arbitration, and use of Ombudsmen, or any combination thereof.

Identify Coaching

As a professional in a coaching role, you educate managers and supervisors as you work with them as a supportive partner and coach. Your goal is to increase an individual's self-sufficiency. You provide tools needed to help others be successful in their occupation and interpersonal functions.

Recognize the characteristics of Intrapersonal Conflict

Definition: A conflict that occurs solely in the psychological dynamics of the person's own mind. a. Takes place inside an individual b. Individual has built-in resentment c. Individual has conflicting internal needs, values, and attitudes d. Individual is not in internal harmony, but may be internally disagreeable and, therefore, is unacceptable to him or herself

Recognize the characteristics of Interpersonal Conflict

Definition: Interpersonal conflict is a disagreement between two individuals or subgroups of an organization involving significant resentment and discontent. It is a situation in which an individual or group frustrates, or tries to frustrate, the goal attainment efforts of the other. a. Conflict which takes place between two or more parties b. Each has mutually exclusive goals or values c. Each tries to overpower the other d. Parties attack each other instead of the problem

Recognize the characteristics of Intragroup Conflict

Definition: Intragroup conflict is conflict that occurs between members of a group that shares common goals, interests, or other identifying characteristics. a. By definition, intragroup conflict can be small-scale, such as within a workplace or large-scale, such as between members of a specific population group. b. Intragroup conflict can occur within an institution or community; when "intragroup squabbling within the corporation" occurs disagreements and misconceptions might occur between team members, which create conflict. 1. Takes place within a group 2. Parties within the group behave as to defeat each other 3. Manifest behavior (i.e., the resulting actions are aggressive, competitive, and argumentative) 4. Conflict of interest (i.e., goals, values, beliefs, attitudes) 5. Feelings (i.e., hostility, fear, mistrust, threat, and defensiveness)

What is the types of conflict

Intrapersonal Conflict Interpersonal Conflict Intragroup Conflict Intergroup Conflict

Identify Mediation

Mediation is a form of negotiation between two parties where a third party neutral assists or facilitates a settlement, which is amenable to and voluntarily accepted by both parties.

Recognize the characteristics of Intergroup Conflict

a. According to social psychologists, intergroup conflict is defined as "An incompatibility of goals, beliefs, attitudes, or behaviors between groups." b. Intergroup conflict can take many forms, ranging from a disagreement with the neighbors to a full-out war between countries. Though consequences vary, the cause of intergroup conflict usually stems from a few. Inter-group conflict applies to disagreements or misconceptions between work groups, such as between two project teams. 1) Takes place between two or more groups 2) Available resources are perceived as inadequate for all 3) Each group tries to overpower the other 4) Each group has mutually exclusive goals or values 5) Perceptions are inaccurate or illogical

Identify components of the problem-solving process

a. Identify and Select the Problem 1) Step back from the issue (conflict) and try to understand both sides of the problem. 2) The goal at this initial stage is to say what you want and to listen to what the other person wants. 3) Define the things that you both agree on, as well as the ideas that have caused the disagreement. 4) It is important to listen actively to what the other is saying, use "I" statements and avoid blame. 5) Sometimes problems are so big you have to break them down into smaller, workable problems, and attack each small problem first. By doing this, a problem is not so overwhelming that you don't know where to start. So if the problem is too big, refine it. 6) This should be thoroughly thought through and agreed upon so everyone is on the same page. b. Analyze the problem (i.e., gather information). 1) Analyzing means to gather information. 2) If there is not enough information, figure out how to research and collect it. 3) Once the information is gathered, take a very close look at what is going on. 4) Try to come to consensus on why the particular problem or issue occurs. c. List possible solution(s). 1) This is the brainstorming phase. 2) Draw on the points that you both agree on and your shared goals generate a list of as many ideas as you can for solving the problem, regardless of how feasible they might be. 3) There are no wrong answers here and judgments should not be passed on another person's suggestions. 4) Toward the end of this brainstorming session, allow time for each person to clarify his or her suggestion so there is a common understanding for a later selection. d. Select and plan the best solution. 1) It is important for each party to be honest in this phase. 2) The group should prioritize the solutions into what would work the best. This is a slow process of elimination. 3) There may be some possible suggestions that are immediately eliminated. 4) Eventually, the group minimizes the choices to one or two best solutions. The solutions might not be ideal for either party and may involve compromise or consensus on the best solution. e. Implement the Solution 1) It is important to agree on the details of what each party must do. 2) Discuss who is responsible for implementing various parts of the agreement, and what to do in case the agreement starts to break down. f. Evaluate the Solution This is an ongoing step. 1) Make it a point to ask the other parties' from time to time how things are going. 2) Something unexpected might have come up or some aspect of the problem may have been overlooked. Your decisions should be seen as open to revision, as long as the revisions are agreed upon mutually.

What are the components of the problem-solving process

a. Identify and Select the Problem b. Analyze the problem (i.e., gather information). c. List possible solution(s). d. Select and plan the best solution. e. Implement the Solution f. Evaluate the Solution

Identify Negotiation

a. It is a formal discussion to reach agreement about an issue. b. It is an important method to reduce conflict and to get things done. c. The style of negotiation best suited for mediations is called interest-based negotiation, or "IBN." The theory of IBN is that parties are much more likely to come to a mutually satisfactory outcome when their respective interests are met than they are when one "position" wins over the other. d. Most negotiations ultimately involve the question of how to distribute something among the disputants or negotiating parties, whether it is money, property, benefits, or obligations. 1) Diagnosis - The ability to determine the nature of conflict 2) Initiation - Influencing someone to change a behavior that may be causing the problem 3) Listening - It is very important. It is the ability to hear the other's point of view. Listen, reflect, paraphrase, and clarify.

Identify some other strategies used to cope with conflict

a. Talk about the conflict. Do not expect others to know what you're thinking. b. Recognize differences. Recognize and understand that people are going to have different beliefs, opinions, values, and morals. c. Prevent escalation. Do not allow a minor argument to turn into a big one. d. Encourage communication. Encourage every person involved in the conflict to voice their feelings or opinions about the issue and then identify the main point of contention. e. Remain calm. It is easy to get upset when someone hurts your feelings, whether it's intentional or not. It is your conflict resolution skills that enable you to gain a deeper understanding of yourself and build more trusting relationships.