TOPIC 4.

3
CONFLICT
RESOLUTION
WHAT KNOWLEDGE WILL WE LEARN ?
• Conflict Important
• Conflict Types
• Conflict Management Styles
WHAT SKILLS WILL WE LEARN
• How to Use Conflict Strategy Guidelines?
• How to Respond to Criticism?
 Conflict Important

• Conflict is the internal or external tension

that occurs when you anticipate difficulty
meeting important needs.

Read: BC – TOPIC 4.3 – CHEESEBRO – CHAPTER 7 – PAGE 157 -159

 Conflict Types

• Five leading causes of conflict:

• Misunderstanding-miscommunication

• Disrespect or disregard for other people

• Conflicting egos

• Impatience

• Fear and insecurity over loss of control

 Conflict Types (Cont.)
•
Pseudo •
•
Not real conflicts; they are perceived.
Two causes: faulty assumptions and false dilemmas
Faulty assumptions: mistaking assumptions for facts
conflicts • False dilemmas: people only see two solutions to a problem

• Parties disagree about information that could easily be

Fact conflicts verified
• Fact conflicts can turn into ego conflicts

• A dispute centers on status or power

Ego conflicts • Initial argument may be over a factual question
• Conflict centers on “who” has the “right” facts
 Value conflicts
• Focus on personal beliefs
• Value rights, religion, etc.
Conflict Types Need conflicts
(Cont.)
• Needs of one individual clash
with the needs of another
Conflict Management Styles

Avoiders
• See conflict as hopeless and useless

• Are impersonal or distant

• Remove self mentally or physically

• Lack commitment to finding solutions

(time, energy, confidence or skills)

• Be an Avoider: to buy time, to defuse

strong emotions, if the conflict isn’t worth
it
 Conflict Management Styles
(Cont.)

Accommodators
• Believe conflict is destructive

• Overvalue maintaining relationships

• Undervalue own needs

• Don’t make waves

• Want peace at any price

• Be an Accommodator: when the issue isn’t that important to you or

when conceding is easier
 Conflict Management Styles
(Cont.)
Forcers
• Believe winning is the only thing

• Love challenge and achievement

• Express anger when others don’t agree

• Are willing to sacrifice others who don’t agree

• Typically use emotional appeals, strong deliveries and

persistence

• Be a Forcer: when decisions have to be made quickly,

crisis
 Conflict Management Styles
(Cont.)
Compromisers
• Believe half is better than none

• Want each side to gain something

• Use voting or bargaining to decide

• Avoid the real issues

• Typically use maneuvering, negotiating and trading

• Be a Compromiser: disagreement isn’t vital

 Conflict Management Styles
(Cont.)

• Collaborators
• Believe both parties can meet their needs

• See conflict as a natural way to meet needs

• Want to hear the needs of others

• View the other as equal in conflict

• Be a Collaborator: when there is time, if both

parties are willing to work together
Read: BC – TOPIC 4.3 – CHEESEBRO – CHAPTER 7 – PAGE 162 -164
 How to Use Conflict Strategy
Guidelines?
• Collaborators
• Believe both parties can meet their needs

• See conflict as a natural way to meet needs

• Want to hear the needs of others

• View the other as equal in conflict

• Be a Collaborator: when there is time, if both

parties are willing to work together
 How to Use Conflict Strategy Guidelines?
(Cont.)
Identify your needs and
Plan what you want to say Choose the right time
those of the other person.

• Keeps you focused on the • Four-Part Assertion • Relaxed, free from

issue Message distractions and
• Identify the needs • Describe the behavior prepared to spend time
• Be empathic • Identify your feelings
• State the tangible
consequences
• Make a request
 Listen open-mindedly rather than defensively
Take turns speaking and listening Paraphrase one another
Encourage active listening

How to Use Conflict

Strategy Guidelines? Work collaboratively
Set the stage for finding a solution
(Cont.) Brainstorm

Thank the other

person
Express appreciation
End the discussion on
a positive note
 How to Respond to
Criticism?

• Three types of criticism:

• Manipulative

• Vague

• Valid
 How to Respond to
Criticism? (Cont.)

• Fogging
• Use for manipulative criticism

• Presents a non-defensive, indifferent

response to criticism

• Seeks to acknowledge the criticism

• Does not agree or disagree

How to Respond to Criticism?
(Cont.)

• Negative Assertion
• Strongly agrees with valid criticism

• Admits mistakes

• Announces that the critic is right

• Adds what you have learned from the

mistake

• Expresses a sad, regretful tone

 How to Respond to Criticism? (Cont.)

• Negative Inquiry
• Clarifies the intent of vague criticism

• Shares a puzzled, confused tone

• Seeks further information

• Uses questions