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Conflict Resolution

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Deborah Karpf

on 11 July 2014

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Transcript of Conflict Resolution

Conflict is Unavoidable
What Happens During Conflict?
Phase Theory
Step 4:
Build the Bridge

Common ground
Ask questions if you're unsure to avoid further disagreement
Mutual adjustment
Reasonable requests
Conflict Resolution
Negotiation Highway
Human interaction breeds conflict
No two people have the same experience
"The very bane of human existence, which is
in fact human nature itself, will always create
gaps in thinking & philosophy, and no matter
how much we all wish it wasn’t so…it is."
~Mike Myatt - Forbes.com

Source of Conflict
Awareness of Conflict
Strategies Attempted
to Resolve Conflict
Escalation then DeEscalation of Conflict
Conflict Avoidance Theory
We think of conflict
as bad
We get nervous
about Conflict
We Avoid Conflict
As long As Possible
The Conflict
Path is
Out of Control
and must be
We Handle the
Conflict Poorly
Chilling Effect Theory
Causes decreased level of communication
Causes decreased
levels of
Experiencing Conflict
is not worth
the effort
Projected fear
of conflict affects
the Relationship
Results in
death of the
Phase Theory - Ideal progression through stages
of conflict
Step 3:

Two-way communication
Do not interrupt or get rowdy with emotions
Keep an open mind
Personal settlement
“a settlement of differences by MUTUAL concessions…reached by ADJUSTMENT of conflicting claims or principles."

It takes two to tango.
Step 1:
Know Who You're Dealing With

Intuitive: "Creative" -concludes quickly with sometimes "false" facts
Normative: "Bargainer" -facts from personal values to gain a "fair" deal
Analytical: "Logical" -weighs cause and effect as well as advantages and disadvantages
Factual: "Detailed" -expects visual proof and documentation
Why Does Conflict Happen?
Step 2:

Identify the problem and need for a solution
Know your opinion inside and out
Others will not always agree with you
A rebuttal is not always necessary
Escalation Theory
Apology and
Feeling of
Demands for
Apology and
No Resolution
Why Compromise?
Preserve dignity of each person in the conflict
Preserving Each Member's Dignity
"When each side in a dispute realizes that the other is required to make a sacrifice, the parties are often more willing to reach an agreement and move forward, while avoiding the need to determine an ultimate winner and loser." Chris Joseph - Chron.com
Differing Opinions and Viewpoints
Enrich the Workplace and
Create a Culture of Tolerance
“Commit to treating each other with dignity and respect. It is okay to have reasonable disagreements over issues and plans; it is never okay to have personality conflicts that affect the workplace.” -Susan Heathfield - humanresources.about.com
Ending a Stalemate
“Using compromise to settle a conflict or dispute requires the parties involved to be consciously aware that the outcome might be less than they had originally hoped for.… However if the focus is on what is achieved, rather than on what has been given up, there is a greater likelihood that the parties will leave with feelings of satisfaction and acceptance.” ~Dale Eilerman
Work places are enriched by differing opinions/viewpoints
Ends a stalemate
Methods of Conflict Communication
Competition-high assertiveness for task, low concern for people and relationships- limited time
Collaboration- high task orientation/high concern for other people- no time constraint
Accomodation- high concern for people/less concern for achieving goals
Methods of Conflict Communication
Avoidance - marked by showing little concern for task or people - cool down time - more info needed
Compromise - concern for task and people, with the notion of needing to give up some of your agenda to meet needs of the group
Personal Factors
When people with these personal differences have to work together conflict may occur.

Work Styles
Communication Styles
Short & Sweet vs. Long Detailed & Explanations

Lack of attention or sharing of information


Humor or Sarcasm
Different Goals & Roles

Personal Goals vs. Team Goal

Roles or Duties
Performance Issues
Employees fail to complete their share of the workload as expected or perform poorly, co-workers may become angry or resentful, especially if they must complete the unfinished work. If an expected outcome does not happen, people become frustrated and upset and look for someone to blame, according to the
International Association of Business Communicators.
Why Does Conflict Happen?
Personality Factors
Communication Styles
Different Goals & Roles
Performance Issues
External Factors
External Factors
Changing Market

Governmental Change

Home Life
I am not going to be able to fit these into my time limit, if someone wants to add them to theirs, you are more than welcome. For the meantime, i've shifted them to the end of the path.
You Should Now Know
Conflict is unavoidable and must be addressed.

Why does conflict happen?

Compromise is the best solution.

4 Steps to Resolving Conflict
Full transcript