Understanding and Resolving Conflict Mark Smallwood Brigham Young University Agenda • What is conflict? • What is conflict’s role in business? • Different views of conflict • Kinds of conflict • Stages of conflict resolution • Methods of conflict resolution • Group Exercise • Review What is Conflict? A process that begins when one party perceives that another party has negatively affected, or is about to negatively affect, something that the first party cares about. A Few Questions • Is conflict bad for business? • What kind of conflict is seen in our business? • Does this conflict help or hurt our performance? Conflicts About Conflict’s Role • Different Views – Traditional View – Human Relations View – Interactionist View Different Views • Traditional View – Conflict is bad! – Same as violence, destruction, irrationality Different Views • Human Relations View – It’s going to happen, so cope with it! Different Views • Interactionist View – Functional conflict is good for business and even encouraged – Functional vs. dysfunctional conflict Kinds of Conflict • Task Conflict – Low to moderate levels can be acceptable • Process Conflict – Low levels can be acceptable • Relationship Conflict – Almost always dysfunctional The Conflict Process • Four Stages – Potential opposition – Cognition and personalization – Behavior – Outcomes [...]... interests • The conflict becomes known to the differing parties and to others The Conflict Process • Stage 4 – Outcomes • Functional Outcomes • Dysfunctional Outcomes Conflict Resolution • Even in the interactionist view of conflict, conflict can become dysfunctional • At this point, someone may need to step in and help resolve the conflict Methods for Resolving Conflict • • • • • • • Passive conflict resolution... Structured problem solving Confronting conflict Choosing a winner Selecting a better alternative Preventing Conflict Methods for Resolving Conflict • Passive conflict resolution – Just ignore the conflict • Win-win – Satisfy both side’s needs Methods for Resolving Conflict • Structured problem solving – Gather data about the problem – Have a third party observer analyze the data and make an argument for one... for one side – Mediation • Confronting conflict – Listen the problem and help the parties resolve it Methods for Resolving Conflict • Choosing a winner – Choose the winner, then deal with the negative feelings between the two parties • Selecting a better alternative – Choose an idea neither of the parties considered Methods for Resolving Conflict • Preventing conflict – “Skilled leaders use different... Essentials of Organizational Behavior 8th ed., Pearson Education, Inc., 2005 pp 193-201 Thomas, K.W Conflict and Negotiation Processes in Organizations,” in M.D Dunnette and L.M Hough, Handbook of Industrial and Organizational Psychology, 2nd ed., vol 3, pp 651-717 Thomas, K.W., and R.H Kilmann Thomas-Kilmann Conflict Mode Instrument Sterling Forest, NY: Xicom, Inc., 1974 ... These Out! • Describe your conflict • What method would be best for handling your chosen situation? • Would that method be best for all situations in this organization? • What does everyone else think? Summary • Conflict can be good for a business • When it isn’t good, the conflict must be resolved • Different methods exist to resolve conflict • No one method is best for any conflict Bibliography Bacal,... of conflict ” (Foster) Shea & Gould Law Firm • “At its peak, the firm had 350 lawyers and played a leading role in New York politics, banking, real estate and sports” • Closed its doors after not being able to resolve a conflict about the firms future Let’s Try These Out! • Split up in groups of three people • Choose a conflict that could be faced in this organization • Discuss how it would be handled...The Conflict Process • Stage 1 – Potential Opposition • Factors are present that can lead to conflict – Communication – Structure – Personal Variables The Conflict Process • Stage 2 – Cognition and Personalization • Awareness of conditions in stage 1 • The conditions cause some sort of frustration The Conflict Process • Stage 3 – Behavior • An action is... the conflict must be resolved • Different methods exist to resolve conflict • No one method is best for any conflict Bibliography Bacal, Robert “Organizational Conflict - The Good, The Bad & The Ugly.” http:/ /conflict9 11.com/conflictarticles/orgconflict.htm Foster, S Thomas Managing Quality: An Integrative Approach 2nd ed., Pearson Education, Inc., 2004 pp 325-329 Geyelin, Milo, Felsenthal, Edward “Irreconcilable . Understanding and Resolving Conflict Mark Smallwood Brigham Young University Agenda • What is conflict? • What is conflict s role in. Preventing Conflict Methods for Resolving Conflict • Passive conflict resolution – Just ignore the conflict • Win-win – Satisfy both side’s needs Methods for Resolving