Conflict Defined Conflict is a felt struggle between two or more interdependent individuals over perceived incompatible differences in beliefs, values, and goals, or over differences in desires for esteem, control, and connectedness (Willmot & Hocker, 2011). v Conflict is a struggle. v There needs to be an element of interdependence. v Always contains an affective element. v Involves differences between individuals. Communication and Conflict \"Please stop texting your friends while at work\" FIGURE 10.1 M Different Kinds of Content and Relational Conflicts CONTENT CONFLICTS RELATIONAL CONFLICTS Regarding Beliefs and Values Regarding Issues of Issues of Issues of Goals Esteem Control Affiliation Content Conflict Content conflict involves struggles between leaders and others who differ on issues such as policies or procedures. Conflict regarding values and beliefs Conflict regarding goals (procedural and substantive) Relational Conflict Relational conflict refers to differences we feel between ourselves and others concerning how we relate to each other. > Issues of esteem > Issues of control > Issues regarding affiliation The Fisher and Ury Approach (1981) to Conflict Principled negotiation emphasizes deciding issues on their merits rather than through competitive haggling or through excessive accommodation. FIGURE 10.2 MW Fisherand Ury's Method of Principled Negotiation Separate the People | Focus on Interests | Invent Options Insist on Using From the Problem Not Positions for Mutual Gains | Objective Criteria Source: Adapted from Fisher, R., & Ury, W. (1981). Getting to yes: Negotiating agreement with- out giving in. Penguin Books, p. 15. Steps in managing conflict 1. Determine your default conflict-handling style. Competing Collaborating (winlose) (winwin) Assertive Compromise Concern for Own Outcomes Unassertive Avoiding Accommodating (loselose) (losewin) Uncooperative Cooperative Concern for Other''s Outcomes Steps in managing conflict 2. Identify the type of conflict. a. Relational conflict - Interpersonal & values-based disagreements that have little to do with the team's task b. Content conflict - disagreement about the goals or how to carry out a task or project. Note: Disagreements sometimes can take the form of both types. Task conflict may also transform into relationship conflict and vice versa.Steps in managing conflict 3. Select the appropriate conflict management style depending on situational considerations: Conflict Management Style Situational Forcing Collaborating | Compromising | Accommodating | Avoiding Considerations Relationship Low High High Low importance Time constraints | Med-High Low Med-High Med-High Tips on addressing conflict 1. Be judicious in selecting the conflicts that you want to handle. Avoid trivial conflicts. Avoidance might seem a cop-out, but sometimes it is the best option (e.g., emotions are running high, antagonisms are deeply rooted). 2. Frame your message. Start off with your common ground (e.g., "I believe we both want to accomplish the project on time right?") instead of who is in the wrong. Frame it as if you are asking for advice or seeking clarification. 3. Engage in active listening and be mindful of your nonverbals Picture Sources: https://hive.com/blog/conflict-virtual-teams/ https://blog.vantagecircle.com/conflict-resolution-skills/MACQUA University Tips on addressing conflict 3. Avoid communicating via email Email is low in information richness . . . It is difficult to interpret emotions, sarcasm, & Listening- ... intentions without hearing intonations & seeing non- verbal communication 4. Try to reach a resolution Be creative. Offer options that may meet both needs. Be collaborative. Ask "what other ideas do you have?" Picture Source: https://www.hrcloud.com/blog/7-tips-on-how- to-manage-and-resolve-conflict-in-the-workplace