1. Conflict
Management

2. Conflict is…
The interaction of
interdependent people
who perceive
incompatible goals and
interference from each
other in achieving those
goals.
-Hoeker & Wilmot

3. Toward Conflict
Management
Blake and Mouton’s Conflict Grid
Source: Reproduced by permission from Robert R. Blake and Jane Syngley Mouton. “The Fifth
Achievement.” Journal of Applied Behavioral Science 6(4), 1970..

4. What is Conflict?
Conflict is… Conflict is not…
Perceived difference Sign of a bad
needs, values and relationship
goals Negative experience
Part of a relationship Mistake
Consequence of Struggle between
growth right and wrong
change

5. Examples of Conflict
Generational change:
Housestaff clash with primary care providers
Technology driven change:
Upgrading to electronic medical records
Change in scope of practice:
Should we admit to the hospitalists?
Something just isn’t fair:
What about our salaries?
Others

6. Advantages of Conflict
Diffuse more serious conflicts
Stimulate search for new facts or
solutions
Enhance relationships
Increase cohesiveness
Conflict should be managed not eliminated

7. Disavantages of Conflict
Time consuming
Disrupts progress/ problem solving
Detracts from job at hand
Keeps people apart; if unresolved
Poor quality, lowers productivity
Reduces team effectiveness

8. Styles of Conflict
Successful leaders
know their own
preferred style of
handling conflict, but
vary their style to
meet the needs of
the situation..

9. Styles of conflict
High Competition Collaborate
Compromise
Low Avoidance Accommodate
Low High
Cooperativeness

10. Why Conflict Arises
Type “A” Personality
Vs.
Type “B Personality

11. Type ”A” Personality
Highly Competitive
Strong Personality
Restless when
inactive
Seeks Promotion
Punctual
Thrives on
deadlines
Maybe jobs at once

12. Type “B”
Personality
Works methodically
Rarely competitive
Enjoys leisure time
Does not anger
easily
Does job well but
doesn’t need
recognition
Easy-going

13. Aggressive People
Body language
Stiff and straight
Points, bangs tables to emphasize
points
Folds arms across body
Verbal language
Aggressive people
“I want you to…”
are basically
“You must…” insecure….. Try to
“Do what I tell you!” avoid them.
“You’re stupid!”

14. Submissive people
Body Language Verbal Language
Avoids eye contact “I’m sorry”
Stooped posture “It’s all my fault”
Speaks quietly “Oh dear”
Fidgets
Submissive people
have a great sense
of inferiority

15. 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…”

16. Types of Conflict
Within an individual
Between two individuals
Within a team of individuals
Between two or more teams within
an organization

17. Approaches to Conflict
Win/Lose One party gets
satisfaction
Lose/Win The other party
gets satisfaction
Lose/Lose Neither party gets
satisfaction
Win/Win Both parties feel
satisfied

18. Responses to Conflict
The exit response involves leaving a relationship either by
physically walking out or by psychologically withdrawing.
The neglect response occurs when an individual denies or
minimizes problems, disagreements, anger, tension.
The loyalty response is staying committed to a
relationship despite differences.
The voice response is an active, constructive strategy for
dealing with conflict by talking about problems and trying
to resolve them.

19. Responses to
Relational Distress
Active
Destructive
Exit Voice
Constructive
Neglect Loyality
Passive

20. 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

21. Stages of Conflict
Conflict arises
Positions are stated and hardened
Actions, putting into action their
chosen plan
Resolution???

22. Preventing Conflict
Assess positive and negative
personality traits of people involved
Determine personality type
Aggressive
Submissive
Assertive
Assess if people are introvert or
extroverts...

23. Preventing Conflict
Review past conflicts
Assess communication skills of
those involved
Read body language of participants

24. 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

25. 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

26. Tips for Managing
Workplace Conflict
Build good relationships before conflict occurs
Do not let small problems escalate; deal with them as they arise
Respect differences
Listen to others’ perspectives on the conflict situation
Acknowledge feelings before focussing on facts
Focus on solving problems, not changing people
If you can’t resolve the problem, turn to someone who can help
Remember to adapt your style to the situation and persons involved
26

27. Aids to
Communication
Listen Actively Tailor words to
Relax person
Observe body Determine the
language best timing
Develop interest Determine the
in others interests best place
Ask for Why is the
clarification conversation
necessary
Plan what you are
going to say

28. Personalities who cause
conflict
Aggressor
Passive
Absentee
Error prone
Negative
attitude
Chatterbox
Do nothing

29. Personalities who cause
conflict
Unreliable
Time waster
Resentful
person

30. WAC’em method
W hat’s bothering you?
A - What do you want to Ask the
person to do?
C heck in to see if what you’ve asked
for can happen