creative strategies in conflict management · creative strategies in conflict management february...
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Creative Strategies in
Conflict Management
February 5, 2016
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Student Organization
Aims may involve practice and propagation of a certain professional hobby or cause, or to promote professional development.
Examples:
Debate Society
Math Club
Travel Club
Science Club
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Student Organizations
Student organizations are seen as an integral part
of the mission of universities and particularly in
student leadership development.
Student organizations are viewed as “learning
laboratories”
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Student Organizations
Student organizations offer many opportunities
for students the chance to
develop meaningful relationships
pursue special interests
clarify a sense of purpose and identity, and
develop interpersonal, leadership, organization, and
social skills
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Phases of Group Development
Forming
Storming
Norming
Performing
Define purpose
Determine objectives
“Best Behavior”/ Inwardly focused
Group Task
• Competition for ideas
• “What are we supposed to do?”
• Determine & accept roles
• Ease into roles and ground rules
• Development of trust & consequences
• Agenda setting
• Comfort in assigned roles
• Autonomous
• Dissent expected and encouraged
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Phases of Group Development
Forming
Storming
Norming
Performing
Group Task Evidence of Failure
Define purpose
Determine objectives
“Best Behavior”
Group lacks focus
Attends to wrong things
Conflict over objectives
Competition for ideas
“What are we supposed to
do?
”Determine & accept roles
Not completing tasks
Conflict within group
Confusion over roles
Ease into roles and ground
rules
Development of trust
Agenda setting
Poor standards
Conflict within group &
w/instructor
Late assignments
Comfort in assigned roles
Autonomous
Dissent expected and
encouraged
Poor performance
continues
Conflicts go unresolved
Sense that grades unfair
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What is Conflict?
Conflict is an expressed struggle between at
least two interdependent parties who
perceive incompatible goals, scarce
resources, and interference from others in
achieving their goals.
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What is Conflict?
Conflict in not only inevitable in student
organizations, but it is also beneficial and
healthy, if properly managed.
Conflict can stimulate new ideas, clarify
elements of an issue, increase task
motivation, and lead to better solutions
because of increased understanding of
opposing perspectives
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Conflict Management
Conflict management is the practice of identifying and handling conflict
in a sensible, fair and efficient manner
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Types of Conflict
•Inter-personal and intra-personal
•Inter-group and intra-group
•Competitive and Disruptive
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S.M.Israr
Conflict Process
Antecedent conditions
Perceived conflict Felt Conflict
Manifest behavior
Conflict Resolution
Or Suppression
Resolution aftermath
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S.M.Israr
Antecedent Conditions
Scarce Resources
Conflicting attitude
Ambiguous jurisdiction
Communication barriers
Need for consensus
Unresolved prior conflicts
Knowledge of self and others
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S.M.Israr
How to create conflict?
Not being a role model
Take credit, no recognition
Be judgmental
Send written messages
Subordinate should come to see me
Make yourself inaccessible to your team
Individual Vs team approach
Telling them? Consulting them? Or deciding with them?
Come tomorrow
Introduce change without consultation or discussion
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S.M.Israr
General causes of conflicts
Poorly defined goals
Divergent personal values
Lack of cooperation/trust
Competition of scarce resources
Unclear roles/lack of job description
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Why Conflict Arises
Type “A” Personality
Vs.
Type “B Personality
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Type ”A” Personality
Highly Competitive
Strong Personality
Restless when inactive
Seeks Promotion
Punctual
Thrives on deadlines
Multi-Tasking
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Type “B” Personality
Works methodically
Rarely competitive
Enjoys leisure time
Does not anger easily
Does job well but
doesn’t need
recognition
Easy-going
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Aggressive People
Body language
Stiff and straight
Points, bangs tables to emphasize points
Folds arms across body
Verbal language
“I want you to…”
“You must…”
“Do what I tell you!”
“You’re stupid!”
Aggressive people
are basically
insecure….. Try to
avoid them.
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Submissive people
Body Language
Avoids eye
contact
Stooped posture
Speaks quietly
Fidgets
Verbal Language
“I’m sorry”
“It’s all my fault”
“Oh dear”
Submissive people
have a great sense
of inferiority
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Assertive People
Body language
Stands straight
Appears composed
Smiles
Maintains eye contact
Verbal language
“Let’s”
“How shall we do this?”
“I think… What do you think?”
“I would like…”
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Personalities who cause conflict
Aggressor
Passive
Absentee
Error prone
Negative attitude
Chatterbox
Do nothing
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Personalities who cause conflict
Unreliable
Time waster
Resentful person
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Types of Conflict
Within an individual
Between two individuals
Within a team of individuals
Between two or more teams within an
organization
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Causes of conflict
Conflict of aims- different goals
Conflict of ideas- different
interpretations
Conflict of attitudes - different opinions
Conflict of behavior- different behaviors
are unacceptable
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Stages of Conflict
Conflict arises
Positions are stated and hardened
Actions, putting into action their chosen
plan
Resolution???
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Preventing Conflict
Assess positive and negative personality
traits of people involved
Determine personality type
Aggressive
Submissive
Assertive
Assess if people are introvert or
extroverts...
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Preventing Conflict Review past conflicts
Assess communication skills of those
involved
Read body language of participants
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Preventing Conflict
Try to reduce conflict
Realize that communication is colored by
personal experience, beliefs, fear,
prejudices
Try to be neutral
Plan the timing and place of the
conversation
Realize that outside stress may add to
confrontation
Eliminate/reduce external interruptions
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Preventing Conflict
Manage the language used
Neutral vs. loaded words
Reduce technical language
Allow for cultural differences in language
Words may have different meanings for
different people…ask them to elaborate
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Aids to Communication
Listen Actively
Relax
Observe body language
Develop interest in others interests
Ask for clarification
Plan what you are going to say
Tailor words to person
Determine the best
timing
Determine the best
place
Why is the
conversation necessary
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S.M.Israr
Steps to resolve conflicts Assure privacy
Empathize than sympathize
Listen actively
Maintain equity
Focus on issue, not on personality
Avoid blame
Identify key theme
Re-state key theme frequently
Encourage feedback
Identify alternate solutions
Give your positive feedback
Agree on an action plan
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S.M.Israr
Conflict Table
Win-Win
Lose-Win
Win-Lose
Lose-Lose
I win I lose
You win
You lose
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S.M.Israr
Methods to deal with conflicts
Competition (win-lose situation)
Accommodation (win-win situation)
Avoidance (lose-lose situation)
Compromise (lose-lose situation)
Collaboration (win-win situation)
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S.M.Israr
How to prevent conflicts
Frequent meeting of your team
Allow your team to express openly
Sharing objectives
Having a clear and detailed job description
Distributing task fairly
Never criticize team members publicly
Always be fair and just with your team
Being a role model
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Conclusion
Conflict is unavoidable
Complexity of organizational relationship
Interaction among workers
Dependence of workers on one another
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Conclusion (Cont’d)
Conflict is a healthy sign not a
negative process
It reflects dynamics
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S.M.Israr
Conclusion (Cont’d)
Poorly managed conflicts
Unfavorable with counter productive results
Problems and negative attitude
Well managed conflicts
Stimulate competition
Identify legitimate differences
Powerful source of motivation