Conflict management-resolving

conflicts in working teams

 conflict
• Conflict is “a disagreement between two or
more individuals or groups, with each
individual or group trying to gain acceptance
of its views or objectives over the other”
• Conflict management is defined as “the
opportunity to improve situations and
strengthen relationships” (BCS, 2004).
 conflict
when do conflict arises?
they arise from differences. When
individuals comes together in work team their
differences in terms of power, values,attitudes
and social factors leads to the creation of
conflicts

“conflicts are not necessarily destructive”

 Sources of conflicts
• Conflict can arise from numerous sources
within a team setting and generally falls into
three categories:
communication factors
structural factors
personal factors
 Negative conflicts
• Negative conflicts arises from
administrative procedures-
people resources
cost overruns
schedule
responsibilities
wish lists
 Handling negative conflict
There are five accepted methods for handling
negative conflicts
direct approach-concentrates on the technique of
problem solving. leader confronting issue head-on
bargaining-third party member involves in compromise
enforcement of team rules-it is used when a
member does not wants to be a team player and refuses to work
with the rest
retreat –used before a problem begins. Avoid minor
incidents
de-emphasis- a form of bargaining where the emphasis is
on the area of agreement
 Managing cooperative conflicts
Cooperative conflict can contribute to effective problem
solving and decision making by
motivating people to examine a problem.
Encouraging the expression of many ideas
energizing people to seek a superior solution
fostering integration of several ideas to create
high-quality solutions.
The key is to understand how to handle it constructively.
If members understand how to do it, differences that
arise can result in benefits for a team.
 Team Resolution Process
Rayeski and Bryant (1994) recommend using the
Team Resolution Process to handle conflict when
it occurs in team.
The escalating process of Team Resolution is as
follows:
Collaboration (One-on-one)
Mediation (One-on-one with Mediator):
Team counseling
 Five-P's of Conflict Management:

• Stulberg (1987) calls them the Five-P's of

Conflict Management:
Perceptions
Problems
Processes
Principles
Practices
 Negotiation
Negotiation involves listening to both sides, seeking out
common areas of interest and agreement, and building on
them so that individuals can understand each other's points
of view.
Varney believes there are four essential skills team leaders
need to learn and apply to effectively resolve disagreements
using the negotiation process:
diagnosis
initiation
listening skills
problem solving