Anticipation and Conflict Resolution

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Anticipation and Conflict Resolution

• Eurochambres
• Summer Academy

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Definition

• Conflict
• A process in which one party perceives that its
  interests are being opposed or negatively
  affected by another party.

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Reasons For Conflict
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Forms of Conflict

• Functional conflict serves the
• organisations and individuals interests
• while
• Dysfunctional conflict threatens
• individuals and the organisation's
• interests

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Positive Effects Of Functional Conflict

• Identifies issues of importance to others
• Resolution of underlying problems
• Enhancement of group development
• Intergroup conflict can increase within-group
  cohesion
• Facilitation of needed organisational change

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Negative Effects Of Dysfunctional Conflict

• Decreased performance
• Dissatisfaction
• Aggression
• Anxiety
• Wasted time
• Wasted energy
• Reduced efficiency

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Conflict is Necessary
High
P E R F O R M A N C E
Optimal Conflict
Too little
Too Much
Low
Staff turnover Increased errors Indecisiveness Sab
otage Aggression Violence
Boredom Decrease in motivation Apathy Group Think
High motivation High energy Sharp
perception Calmness
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Anticipating Conflict

• Personality
• Personal Efficacy
• Communication Competence

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Personality Type

• Type A
• Impatient
• Restless
• Aggressive
• Competitive
• Polyphasic
• Time pressure
• Goal directed

• Type B
• Relaxed
• Easy going
• Non aggressive
• Less competitive
• One thing at a time
• Not time pressured
• Realistic goal directed

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Internal Evolution of Conflict
Facts
Perceptions
Thoughts
Feelings
Fears
Hopes
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Life Positions
Im OK - Youre not OK
Im OK - Youre OK
Positive
Attitude toward Oneself
Im not OK - Youre not OK
Im not OK - Youre OK
Negative
Positive
Negative
Attitude toward Others
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Communication

• Communication must be viewed within the context
  of relationships
• All communication has a content and a
  relationship aspect
• Content what is said
• Relationship how it is said
• The relationship aspect has the most impact

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The Four Levels of a Message

• When I speak
• I share a fact objective level
• I say something about myself self disclosure
• I tell the other person what I think of her and
  how we relate to one another relationship
• I seek to influence him appeal

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Receiving With Four Ears
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One-Sided Receiving Habits

• Many receivers are particularly well trained at
  one  ear , at the expense of the other ears.

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Misunderstanding and Conflict
Well, if you dont like my cooking, you can go
and have your dinner elsewhere!
What are those green things in the sauce?
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Example

• The mans message
• Objective there is
• something green in the
• soup!
• Self-disclosure I dont
• know what it is.
• Relationship you know
• what it is.
• Appeal tell me what it
• is!

• The womens interpretation
• of what he said
• Objective there is
• something green in the
• soup!
• Self-disclosure I do not
• like the soup.
• Relationship you are a
• bad cook.
• Appeal next time, leave
• out the green stuff!

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Conflict Resolution

• Conflict handing styles
• De -Triangulation
• Dealing with anger
• Devils advocate
• Programmed conflict

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Five Conflict-Handling Styles
Integrating
Obliging
High
Compromising
Concern for Others
Dominating
Avoiding
Low
High
Low
Concern for Self
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Obliging

• Smoothing
• Neglects own concerns to satisfy concerns of
  other person
• Plays down differences and emphasizes
  commonalities
• Can be appropriate if you think you will get
  something in return
• Encourages cooperation
• Fails to address underlying problems

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Avoiding

• Withdrawal or suppression
• Put off pursuing concerns completely
• Conflict is not addressed
• Useful for trivial issues or
• where the cost of addressing it is too high
• Buys time in ambiguous situations
• Can lead to increase in conflicts

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Integrating

• Problem solving
• Work with other person to find solution that
  satisfies the concerns of all parties
• Identifying underlying concerns and exploring
  alternatives
• Addresses underlying problems rather than
  symptoms
• Longer lasting agreements
• Not suitable for conflict based on opposing values

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Compromising

• Find an expedient, mutually acceptable solution
  which partially satisfies both parties
• Give and take approach
• Useful when parties have equal strength or
  opposite goals
• No losers
• Can stifle creative problem solving

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Dominating

• Individual pursues own concerns at the other
  persons expense
• Use power to win position (ability to argue,
  rank, sanctions)
• Useful when unpopular decisions need to be
  implemented
• When the issues if minor or a deadline is near
• It often breeds resentment

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ANGERIMMINENT WARNING SIGNS
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Defusing Anger

• Use the persons name to get their attention
• Make eye contact
• Use statements of acceptance
• Reformulate
• Get the person to sit down
• Offer to talk later
• Tell them you are uncomfortable
• Keep your tone of voice neutral

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Value ClarificationGroup

• Terminal Values
• Instrumental Values

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Desired Outcomes Of Conflict

• Agreement Strive for equitable and
• fair agreements that last.
• Stronger relationships Build bridges
• of goodwill and trust for the future.
• Learning Greater self-awareness and
• creative problem solving.