Dealing with Conflict

Successfully

Claudia Lima
Training Specialist
 Agenda
• Sources of Conflict
• Conflict Management Style
• Facts and Effects of Workplace Conflict
• Steps to Reduce Conflict at Workplace
• The 10 C’s
 What is Conflict?
Conflict is defined in the dictionary
as "a disagreement or clash between
ideas, principles, or people."
 Sources of Conflict
• ORGANIZATIONAL CHANGE
• PERSONALITY CLASHES

• DIFFERENCES IN VALUE SETS

• THREATS TO STATUS

• PERCEPTUAL DIFFERENCES
A Conflict Management Style
• Cooperative
• Competing
• Compromising
• Avoiding
• Accommodating
/ Competing / Collaboration

/Accomodation
Cooperative/Collaboration: the Owl

The strength of this style is integrity.

They can build trust, respect and deeper
relationship. They are not tied to their way
and tend to have an open mind for pragmatic
solutions that create a win-win experience.

High focus on own agenda; High focus on relationship

I win/you win. Let’s talk this through…
Competing/Directing: The Lion

The strength of this style is the ability to be strong,

courageous, and bring a conflict out in the open
quickly. They are a leader who can confront bullies.
The struggles are becoming too pushy, tactless, and
hurting peoples feelings. They can escalate emotions
and create barriers easily.

High focus on own agenda.

We’re doing it my way... Let’s just get the job done.
(We’ll worry about the relationship later...)
Compromise: The Fox
Their strength is communication, and willingness
to find win-win or lose-lose compromises.
Often the fox is able to craft intelligent
intermediate solutions.
The struggles are deceptiveness and
manipulation. People may feel outfoxed and
cheated.
Medium focus on own agenda; Medium focus on relationship
We both win some/We both lose some.
Avoidance: The Turtle
The strengths of this style is the ability to look past
conflicts and realizes that most conflicts will solve
themselves out.
They are calm on the outside and help de-escalate
emotions in conflict.
The struggles with this style is the tendency to
minimize, deny and avoid conflict all together. Major
conflict tends to grow worse without coming out of the
shell.
Low focus on own agenda; Low Focus on relationship
about it… I lose/you lose. I don’t want to talk
 Accommodation: The Bear
The strengths of this style is how likeable and lovable
they are in most situations. How could you be mad at them?
They want and need harmony. They will accept blame to
just bring peace to angry situations.

The struggles of this style is that they may be taken

advantage of and become a doormat. The can enable others
by not allowing them to face and struggle with conflict.
Secretly they tend to have a low self esteem and
use likability from others as a way to build
their own self confidence.

Low focus on own agenda; High focus on relationship:

I’m I lose/you win. You’re happy with… is fine with me.
 Your Style
1. What is your most dominant style
under stress most of the time?

2. What strengths and struggles do

you face in your conflict
management style?
Workplace Conflict
 They are Inevitable
 You can never deny it
 Always expect that it will happen

"Conflict is Inevitable, But Combat is Optional."

Max Lucado Christian Author and Minister
 Facts for Workplace Conflict
• Taken advantage of or taken for granted
• Perfectionist boss
• No compensation, reward or acknowledgements
• Unrealistic or unmet expectations from both sides
• No clarity of values and goals
• Values and goals not synchronized
• Miscommunication or no communication
• Ego clash or “Blame Game”
Effects of Workplace Conflict
• Waste of time and energy
• Broken relationship
• Decreased productivity
• Increased stress
• Absenteeism
• Delays in actions and decisions
• Violence/aggression
• Accidents
• Psychosomatic diseases
Steps to Reduce Workplace Conflict
• Separating People from Issues.
• Using “I” statements instead of “You”.
• Flip your negative thinking.
• Get time away.
• Talk it out.
• Cultivate allies at work.
• Find humor in the situation.
 Using I not you
Speak up – Openly, directly, honestly, appropriately
without feeling guilty or emotional.

• I feel......(state your feelings or emotion).

• When you.......(state the specific behavior).
• Because.......(describe the effect the behavior has on you).
• I would like........(describe the change you’d like).
 Remember the 10 C’s

Communicate instead of Conflicts

Clarify instead of Challenging
Collaborate instead of Confronting
Compliment instead of Criticizing
Connecting instead of Confusing
 Remark
Anger is not good or bad,
taking action in anger without thinking is
bad.

Have a wonderful and peaceful day