chapter 11 managing conflict

conflict

a felt struggle between two or more interdependent individuals over perceived incompatible differences, beliefs, values, and goals or over differences in desires for esteem, control, and connectedness

avoidance

both unassertive and uncooperative conflict style - usually counterproductive - can be beneficial when using to provide a cool off period - those who use this are more passive and ignore conflicts - kilmann-thomas conflict style

competition

conflict style of individuals who are highly assertive about pursuing own goals but uncooperative in assisting others to reach their goals. - attempt to resolve a struggle by controlling or persuading others in order to achieve their own ends - kilmann-thomas conflict style.

conflict style

consistent pattern or approach you use to manage disagreement with others

2 levels of communication

content dimension and relationship dimension

differentiation

describes a process that occurs in the early phase of conflict - helps participants define the nature of the conflict and clarify their positions with regard to each other - establishes the nature and parameters of the conflict -requires that individuals explain and elaborate their own position, frequently focusing on their differences rather than their similarities

principled negotiation

emphasizes deciding issues on their merits rather than through competitive haggling or through excessive accommodation - shows you how to obtain your fair share decently and without having others take advantage of you

compromise

halfway between competition and accommodation and involves both a degree of assertiveness and a degree of cooperativeness. - give and take proposition -- kilmann-thomas conflict style

collaboration

most preferred conflict style, requires both assertiveness and cooperation - when both parties agree to a positive settlement to the conflict and attend fully to the others concerns while not sacrificing or suppressing their own. - recognizes the inevitability of human conflict. - kilmann-thomas conflict style

content dimension

of communication - involves the objective, observable aspects such as money, weather, and land

procedural conflict

part of conflict on the content level under conflict regarding goals - refers to differences between individuals with regard to approach they wish to take in attempting to reach a goal - conflict over the best means to an agreed upon goal - it is not about what goal to acheive

substantive conflict

part of conflict on the content level under conflict regarding goals - occurs when individuals differ with regard to the substance of the goal itself or what the goal should be

face saving

protecting or restoring one's self-image following some threat to it - participants should try to avoid letting discussions during conflict shift to personal issues - can actually be used to assist participants in giving each other validation and support

assertiveness

refers to attempts to satisfy ones own concerns

societal conflict

refers to clashes between societies and nations focus on the causes of international conflicts , war, and peace

intrapersonal conflict

refers to the discord that occurs within an individual -

interpersonal conflict

refers to the disputes that arise between individuals

relationship dimension

refers to the participants' perceptions of their connection to one another

cooperativeness

represents attempts to satisfy the concerns of others

communication strategies for conflict resolution

-differentiation - fractionation - face saving

fisher and ury approach to conflict

1. Separate the people from the problem 2. Focus on interests, not positions 3. Invent options for mutual gains 4. Insist on using objective criteria

components of conflict

1. struggle- result of opposing forces coming together 2. interdependence: between parties 3. feelings -affective, the emotional part of the definition 4. differences: between individuals that are perceived to be incompatible

Separate the people from the problem

Fisher and Ury Princriple 1 - we enable ourselves to recognize others' uniqueness - encourages us to be attentive to our relationships during conflict

Focus on interests, not positions

Fisher and Ury Princriple 2 helps expand conflict negotiation by encouraging individuals to explore the unique underpinnings of the conflict - helps opposing parties to address the "real" conflict "What is really, really going on here"

invent options for mutual gains

Fisher and Ury Princriple 3

insist on using objective criteria

Fisher and Ury Princriple 4 - effective negotiation requires that objective criteria be used to settle different interests - precedent - professional standards - what a court would decide - moral standards - tradition - scientific judgement

relational conflict

Refers to the differences we feel between ourselves and others concerning how we relate to each other - issues of self esteem - issues of control - issues of affiliation

fractionation

Refers to the technique of breaking down large conflicts into smaller, more manageable pieces - occurs in early stages of conflict resolution 1. reduces conflict by pairing it down to smaller conflict 2. gives focus to the conflict 3. helps reduce the emotional intensity of dispute 4. facilitates a better working relationship between participants of the conflict

Kilmann-Thomas Conflict Model

identifies 5 conflict styles: 1. avoidance 2. competition 3. accommodation 4. compromise, 5. collaboration describes them in two dimensions: assertiveness and cooperativeness

content conflicts

involve struggles between leaders and others who differ on issues such as policies and procedures - conflicts regarding beliefs and values - conflicts regarding goals

accommodation

is an unassertive but cooperative conflict - individual says "you are right, i agree, lets forget about it" - lose-win strategy -accomodator sacrifices his own values -submissive style that allows others to take charge - kilmann-thomas conflict style