MANAGING CONFLICT AND FRUSTRATION

Learning Objectives: 1. Understand the meaning of conflict and frustration and how they relate to each other and stress. 2. Understand why so much frustration and conflict are found on the job. 3. Explain several of the helpful and harmful consequences of conflict. 4. Be aware of a variety of approaches for resolving conflict.

A conflict is the simultaneous arousal of two or more incompatible motives or demands. It may also be considered a hostile relationship among individuals or groups.

A conflict typically leads to frustration, a blocking of need or motive satisfaction by some kind of obstacle.

In psychology, frustration is a common emotional response to opposition. Related to anger and disappointment, it arises from the perceived resistance to the fulfillment of individual will.

CONFLICT
(incompatibility of motives)

FRUSTRATION
(Blocking of Motives)

STRESS and UNPLEASANT EMOTIONS

FRUSTRATION AND JOB RELATED BEHAVIOR

Effective coping methods Individuals with high frustration tolerance Change goals Realistic problem solving Healthy defensive behavior such as compensation

Some Job Frustrations

Low income Limited advancement Discrimination Time away from family Tough competition

Less effective coping methods Individuals with low frustration tolerance Unresolved anger Physical aggression Verbal aggression Unhealthy defensive behavior such as rationalization, denial, projection

SEVEN MAJOR REASONS/SOURCES OF CONFLICT

1. Competition for limited resources 2. Differences in goals and objectives 3. Different methods proposed to reach a common goal

SEVEN MAJOR REASONS/SOURCES OF CONFLICT continued

4. Personal differences such as age and values
5. The presence of hostile and aggressive people 6. The fact that some jobs breed conflict 7. Sexual harassment of employees

THE GOOD AND BAD SIDE OF CONFLICT

Potential Benefits Potential Disadvantages

1. 2. 3. 4.

Increased innovativeness Satisfaction of psychological needs Relief of boredom A feeling of unity after the conflict

1. 2. 3. 4. 5.

Impaired mental health Demonstration of self interest Waste of time and energy Financial and emotional drain Excessive fatigue

RESOLVING CONFLICT THROUGH NEGOTIATING AND BARGAINING

Negotiating tactics and strategies 1. 2. 3. 4. 5. 6. 7. 8. Allow room for negotiation Compromise Make small concessions gradually Use deadlines Maintain emotional control Negotiate on your own turf Make a last and final offer Allow for face saving

GENERAL METHODS OF RESOLVING CONFLICT

Gentle Confrontation Disarm the Opposition Exchange Images with Your Antagonist Mock the opposition in a Nice Way Capitalize on Your Anger Dissipate the Other Persons Violence Let the Problem Go Away Appeal to a Powerful Third Party