Conflict

Managemen
t
By Axel Rodriguez & Dianelly Aguila
 Conflict Management

What is
conflict?
Conflict is the result of opposing thoughts, ideas, feelings,
perception, behaviors, values, opinions, or actions between
individuals.

It is an inevitable part of professional, social, and personal life and

can have constructive and destructive results.
 Sources of Conflict
Ineffective Unclear expectations
communication 01 02 of team members in
their various roles

Diversity related to Poorly defined or

age, gender, race, or 06 03 actualized
ethnicity. organizational
structures

Management or Incompatibility of
staffing changes 05 04 individuals
 Positive & Negative Aspects of Conflict
Negative
Positive Conflict
Conflict
Outcomes
Outcomes
 New  Solution does not
implementations meet needs of all
resolve the issue. parties.

 Everyone feels  Current system

valued. may not change.

 Everyone included  Continued tension.

in conflict Conflict
resolutions  Risk of recurrence
process. Outcomes of the conflict.
Results after conflict
resolution.
 Ways of Managing Conflict

Listen Carefully Move Conflict

To understand 01 02 to Private
other perspectives. Gives chance to regain
Location
control and provides privacy.

Discuss issues in Maintain respectful

neutral 03 04 environment
Everyone shares ground
environment Allows for issues to be
rules with participants. discussed in a calm and
collected manner.
 Problem Resolution

The act of defining a 04

problem.
Implementing a
03 Solution

Selecting
02 Alternatives for
a Solution
Identifying and
01 Prioritizing
Alternatives
Determining the
cause of the
problem
 Problem Resolution

Problem Resolution
Way to resolve conflict and ensure
objective is met.

Difference Between Problem

Resolution and Negotiation

Negotiation
Used when interested parties have a
similar objective in mind but both have a
conflict on how objective is reached.
 Collective Bargaining
Negotiating terms with
employers

Terms may include:

0 Address employee
1 wants and needs  Pay
 Benefits
0 Negotiate  Hours
2 Contracts  Leave
 Job Health
Determine  Safety Policies
0  Ways to balance work
3
terms of
employment and family
 Question!
Nurse Guerrero has worked in the ICU for 4 years. Nurse Tellez, a
newly hired nurse, and Nurse Guerrero often have discussions
about minor inconveniences in the hallways. During the last shift, a
nurse manager overheard their conversation and asked what was
going on. Nurse Guerrero says: “She is a mess, and she never
listens to what I tell her.” However, Nurse Tellez says: “She gives me
attitude over every single thing!”. What is the most probable source
of conflict in this situation?

A. Ineffective communication
B. Incompatibility for individuals
C. Poorly defined organizational structures
D. Unclear expectations of their team members in various roles
 Question!

Answer: A
This conflict is most likely a result of ineffective communication.
The way Nurse Guerrero is communicating with Nurse Tellez is
resulting in negative outcomes that prevent the both of them from
effectively communicating. Although, D may also correct.
Ineffective communication is what is causing the current conflict.