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What is conflict?
Conflict is disagreement between individuals or groups where goals or desires are perceived as incompatible. Conflict is a consistent element of any interaction involving two or more people. Organizations are composed of individuals with unique personalities and responsibilities. As a result, conflict is an underlying possibility at all times. Knowing how to resolve conflict when it occurs is essential to the welfare of any organization.
Why does conflict occur?
There are a number of reasons why conflict occurs. These sources of conflict can be present by themselves or combined with one another.
The reasons for conflict are:
(a) Control
The desire to secure a greater amount of power, especially when it means gaining control over others, is an immediate source of conflict. Feelings of inferiority and hostility are likely when individuals perceive that power is being taken from them and given to someone else.
(b) Expectations
Sometimes employee performance fails to meet management's expectations. Poor communication and strategic planning can create animosity between employees and management. Differences of opinion regarding employee performance can lead to disputes.
(c) Information
Incorrect or contradictory information can result in conflict. When conflict is rooted in miscommunication, it may reveal organizational deficiencies that need to be addressed.
(d) Role ambiguity
Ambiguous roles and confusing lines of authority can lead to arguments. Disagreements over the delegation of responsibility are common, especially among individuals at similar hierarchical levels. Role ambiguity can create conflict during times of organizational change.
(e) Resources
Conflict can arise when individuals need resources that are scarce or insufficient. Resources are tangible items, such as materials, finances, people, and equipment. Determining which individuals or groups receive these available resources can create heated debates.
(f) Stress
Stress is a common source of conflict. Whether the source of the stress is personal or task related, it increases the probability of conflict. Stress can manifest itself in many forms, including aggression, frustration, competitiveness, and other emotions.
(g) Personality
The attitudes, values, beliefs, and overall personalities of employees are likely to clash at one time or another. Individuals who possess negative personality traits such as rudeness, aggressiveness, and pessimism are prone to being involved in conflicts. Ethnic diversity may also be a source of personal conflict.
How is conflict resolved?
(i) Identify the style of resolution to use
When conflict begins to negatively affect employee performance, it is important to analyze the situation to uncover the source of the problem. When the source has been identified, choose a method that will provide the most effective solution. The source of a lot of conflicts is not easy to identify. Deciding if the conflict is having an effect on individual or team performance can be challenging. Use critical thinking skills to appropriately determine the underlying source of the conflict before choosing a conflict resolution style.
(ii) Follow the appropriate process
Choosing how to address conflict can also be difficult. When problems arise, it is important to put your personal feelings aside. There are several processes you can use to effectively resolve or manage conflict. Always choose the most appropriate process for the situation. When addressing conflict, it is important to emphasize the positive aspects of the conflict. Use what is known about the conflict to find a solution without blaming any of the parties involved. If the conflict is not significant, it can frequently be resolved at this point. Carefully evaluate the situation to identify the source of the problem. Avoid jumping to conclusions to prevent assigning blame prematurely. There can be many sources of conflict, making it difficult to quickly identify the cause.
(iii) Practice effective communication techniques
Effective communication is the process of creating and exchanging written, verbal, and nonverbal messages or ideas so that the real meaning of the message is not lost. It includes the process of actively listening, interpreting, and responding to these messages. Effective communication encourages parties to work together to develop a common understanding of different points of view. If a common ground cannot be established in a conflict, resolution is impossible.
Communication Techniques
I. Communication and Conflict Resolution
1. How will communication help me resolve conflict?
Communication is a key component in resolving conflict. Effective communication techniques encourage parties to state their opinions openly. By allowing parties to voice their concerns, you can appropriately address each point and work toward a mutually beneficial solution. Inviting parties to participate in discussions can eliminate the barriers to communication and establish a foundation for conflict resolution. Effective communication is the process of creating and exchanging written, verbal, and non-verbal messages or ideas so that the real meaning of the message is not lost. Use the process of listening, interpreting, and responding to parties to ensure proper understanding of these messages.
2. What are some important communication skills?
There are a number of communication skills you need to resolve conflict. To effectively resolve conflict, you should be:
Conflict is disagreement between individuals or groups where goals or desires are perceived as incompatible. Conflict is a consistent element of any interaction involving two or more people. Organizations are composed of individuals with unique personalities and responsibilities. As a result, conflict is an underlying possibility at all times. Knowing how to resolve conflict when it occurs is essential to the welfare of any organization.
Why does conflict occur?
There are a number of reasons why conflict occurs. These sources of conflict can be present by themselves or combined with one another.
The reasons for conflict are:
(a) Control
The desire to secure a greater amount of power, especially when it means gaining control over others, is an immediate source of conflict. Feelings of inferiority and hostility are likely when individuals perceive that power is being taken from them and given to someone else.
(b) Expectations
Sometimes employee performance fails to meet management's expectations. Poor communication and strategic planning can create animosity between employees and management. Differences of opinion regarding employee performance can lead to disputes.
(c) Information
Incorrect or contradictory information can result in conflict. When conflict is rooted in miscommunication, it may reveal organizational deficiencies that need to be addressed.
(d) Role ambiguity
Ambiguous roles and confusing lines of authority can lead to arguments. Disagreements over the delegation of responsibility are common, especially among individuals at similar hierarchical levels. Role ambiguity can create conflict during times of organizational change.
(e) Resources
Conflict can arise when individuals need resources that are scarce or insufficient. Resources are tangible items, such as materials, finances, people, and equipment. Determining which individuals or groups receive these available resources can create heated debates.
(f) Stress
Stress is a common source of conflict. Whether the source of the stress is personal or task related, it increases the probability of conflict. Stress can manifest itself in many forms, including aggression, frustration, competitiveness, and other emotions.
(g) Personality
The attitudes, values, beliefs, and overall personalities of employees are likely to clash at one time or another. Individuals who possess negative personality traits such as rudeness, aggressiveness, and pessimism are prone to being involved in conflicts. Ethnic diversity may also be a source of personal conflict.
How is conflict resolved?
(i) Identify the style of resolution to use
When conflict begins to negatively affect employee performance, it is important to analyze the situation to uncover the source of the problem. When the source has been identified, choose a method that will provide the most effective solution. The source of a lot of conflicts is not easy to identify. Deciding if the conflict is having an effect on individual or team performance can be challenging. Use critical thinking skills to appropriately determine the underlying source of the conflict before choosing a conflict resolution style.
(ii) Follow the appropriate process
Choosing how to address conflict can also be difficult. When problems arise, it is important to put your personal feelings aside. There are several processes you can use to effectively resolve or manage conflict. Always choose the most appropriate process for the situation. When addressing conflict, it is important to emphasize the positive aspects of the conflict. Use what is known about the conflict to find a solution without blaming any of the parties involved. If the conflict is not significant, it can frequently be resolved at this point. Carefully evaluate the situation to identify the source of the problem. Avoid jumping to conclusions to prevent assigning blame prematurely. There can be many sources of conflict, making it difficult to quickly identify the cause.
(iii) Practice effective communication techniques
Effective communication is the process of creating and exchanging written, verbal, and nonverbal messages or ideas so that the real meaning of the message is not lost. It includes the process of actively listening, interpreting, and responding to these messages. Effective communication encourages parties to work together to develop a common understanding of different points of view. If a common ground cannot be established in a conflict, resolution is impossible.
Communication Techniques
I. Communication and Conflict Resolution
1. How will communication help me resolve conflict?
Communication is a key component in resolving conflict. Effective communication techniques encourage parties to state their opinions openly. By allowing parties to voice their concerns, you can appropriately address each point and work toward a mutually beneficial solution. Inviting parties to participate in discussions can eliminate the barriers to communication and establish a foundation for conflict resolution. Effective communication is the process of creating and exchanging written, verbal, and non-verbal messages or ideas so that the real meaning of the message is not lost. Use the process of listening, interpreting, and responding to parties to ensure proper understanding of these messages.
2. What are some important communication skills?
There are a number of communication skills you need to resolve conflict. To effectively resolve conflict, you should be:
(i) Be open-minded
Open-mindedness is the ability to look at issues comprehensively and have an understanding of different points of view. This skill must be practiced to overcome individual prejudices and opinions. Using objectivity helps you see the big picture. If you are unable to remain open-minded, the conflicting parties will doubt your ability to resolve the conflict. Being narrow-minded can result in frustration and distrust between you and the parties. Demonstrate your open-mindedness to the parties and teach them to think in the same way.
(ii) Be able to communicate the reasons behind points of view
The ability to communicate reasons behind points of view is a critical management skill. It is important to clarify the reasons why parties hold particular views. Failure to identify the underlying meaning of a statement can frustrate parties and slow down the resolution process. When resolving conflict, you will be settling differences based on contrasting points of view. Everyone involved in the resolution process should understand why each party feels the way they do.
(iii) Be aware of and avoid defensive messages
Defensive messages give the impression that you are admitting fault. Try to remain cooperative and unbiased. Inappropriately allowing your feelings to show can harm relationships and minimize the possibility of a positive outcome. Remain calm and keep your emotions under control. Trying to understand other points of view can help you evaluate your actions and create acceptable agreements. Give credit where credit is due. Failure to appreciate a genuine effort from someone can reduce the effectiveness of your participation.
(iv) Be descriptive in your responses
When responding to people, be explicit with your meaning. Responding with generalities can create confusion and make the conversation unproductive. Being descriptive gives you an opportunity to add emphasis to important points. Responding explicitly gives the other party a chance to verify your meaning and add comments. Devoting extra time to the communication process can help you eliminate future misunderstandings.
(v) Appeal to a common goal
Stressing common goals between parties can direct the efforts of conflicting parties toward one mutually beneficial solution. When mutual interdependence is identified, common goal setting can reduce the impact of conflict. This method can be difficult to use if the parties have a past history of conflict. In these scenarios, remember to eliminate personal attacks from the process and empower the parties to take personal responsibility for their success.
(vi) Respond, do not react, to people
Being responsive during person-to-person communication improves the quality of the intended message. Take the time to consider how the other party would appreciate being addressed and choose your approach accordingly. Avoid reacting to the other party based on your immediate feelings. These emotions may not be conducive to effective communication. Be empathetic and reassuring. By demonstrating your genuine concern for the individual's feelings and comments, you can establish positive relationships.
II. Maintaining Dialogue
1. How do I maintain dialogue between the parties?
It is very important to maintain dialogue when resolving conflict. If parties fail to communicate, conflict cannot be resolved.
The following tasks will help you maintain dialogue between parties:
(i) Prepare the participants
Preliminary conversations with each party involved in a conflict can help you find the sources of conflict. One-on-one dialogue gives you a chance to discover information about each party and practice effective listening skills. Initiating conversations gives you the opportunity to raise questions you may have and provide thoughts and comments regarding the party's position. Use the preliminary discussions to share information about each party as well as prepare them for situations that may arise during the resolution process. By establishing trust with both parties, you will build their confidence in the resolution process. Preliminary discussions help to level the playing field because each party will have the same information when the conflict resolution begins.
(ii) Find neutral ground
Establishing a neutral ground is an extremely important task. To facilitate effective communication, you must avoid locations where parties feel threatened. Maintaining a comfortable atmosphere encourages parties to be open during discussion. When selecting a location for the conflict resolution, pay special attention to each party's power. Avoid choosing a location that gives one party a power advantage. Strive to maintain a power balance by selecting a neutral location. If one party clearly has power leverage, you may choose a site that deliberately favors the weaker party.
(iii) Set an agenda
It is important to set an agenda covering all issues of concern for both parties. After outlining the issues, confer with the disputing parties to obtain their approval of the agenda. It is very important to arrange the discussion of issues in an appropriate order. Failure to prepare an agenda can lead to a lengthy resolution process. Lack of preparation can cause frustration and an unwillingness to work toward a mutually acceptable solution. Formal agendas are not required when resolving minor conflicts. However, adequate preparation is important when addressing all conflicts.
(iv) Set the time frame
You should allocate adequate time when addressing conflicts. Never try to rush parties into making a decision. Participants should never feel pressured to make agreements if more time is available for discussion. If an open-ended time frame is established, parties will be more willing to thoroughly discuss issues to ensure a mutually beneficial agreement. Occasionally, it is necessary to establish a maximum length of time for the resolution process. Doing so will keep parties focused on the discussion. If the problem is not resolved by the deadline, it may be necessary to get assistance from an outside party or extend the deadline.
(v) Elicit reactions
When facilitating discussion between two parties, it is necessary to elicit reactions from them. Avoid asking questions that can be answered with ''yes'' or ''no.'' Asking open-ended questions encourages parties to elaborate on their feelings. Analyzing reactions reveals concerns about the other party's behavior. When analyzing reactions, stress the importance of the resolution process and encourage the parties to create several acceptable options. Reducing dependence on predetermined solutions allows the parties to consider a wide variety of solutions. Eliciting reactions can also help you gauge your overall performance.
(vi) Restate the issues
Restating the issues is an effective method to clarify the main points of the conversation. By translating what was said into your own words, you can interpret the main ideas and check with the parties to ensure agreement.
(vii) Plan for future dialogue
Any attempt to resolve conflict should focus on trying to eliminate future conflict between the parties. By helping parties to resolve their conflicts, you establish a degree of trust between them. Meeting on a regular basis opens the communication channels in the event of future problems. Reviewing the progress of the agreement allows you to assess how successful the discussion was and identify other areas that may cause future problems. It is important to maintain contact with the parties after a settlement is reached to judge their overall satisfaction.
2. How do I keep from becoming caught up in the situation?
To view the conflict objectively, use three methods to stop yourself from getting caught up in the situation:
(i) Make sure that your actions are not perceived as being one-sided
(ii) Make sure that your actions are fair to each of the parties involved
(iii) Make sure you have a good sense of humor
3. How can I effectively give criticism?
The ability to give criticism tactfully is an important skill used in the conflict resolution process. When giving criticism, use constructive approaches. Refrain from personal attacks on individuals. Always approach the person in a non-threatening manner. By focusing on the issue at hand, you can encourage behavioral changes without hurting the person's feelings.
4. How can I effectively receive criticism?
When receiving criticism, it is important to listen objectively to what is being said. Understanding how people perceive your actions can help you identify areas that need improvement. Avoid becoming defensive when being criticized even if the person's intent is negative.
5. Should I be assertive in a conflict situation?
It is very important to be assertive in conflict situations. Failing to stand up for what you believe in can result in unsuccessful conflict resolutions. When expressing your beliefs, it is important that you are confident, but not competitive. Assertive individuals generally have better success rates when resolving conflicts.
III. Listening and Conflict Resolution
1. How will listening help me resolve conflict?
Listening to what people say and responding appropriately to their concerns can put them at ease and expedite the resolution process. When listening to a message, consider both verbal and non-verbal cues received in the discussion. Compare what is said to how the person acts to uncover the true meaning of the message. Listening encourages parties to express their opinions and hear the thoughts of others. Try to make parties feel comfortable talking to you. Listening and questioning can give parties necessary feedback regarding issues and guide the conversation in a positive direction.
2. How do I become an effective listener?
There are four guidelines that can help you to become an effective listener:
(i) Practice concentration
Effective listeners focus on the speaker regardless of environmental distractions. Improve concentration skills by eliminating noise from your surroundings and focusing on the speaker.
(ii) Develop a genuine interest
Always ask specific questions. Doing so elicits more detailed responses and gives you the information you are trying to obtain. Vague questions allow parties to avoid issues. Asking questions is the easiest way to understand unclear points. Restating what was said in your own words will complement questions to reiterate the main points. Understanding is a key component of effective communication.
(iii) Wait before responding
Good listeners separate the tasks of listening to a message and evaluating its meaning. It is important to listen to everything a person has to say before making a judgement on the information. Jumping to conclusions can lead to misunderstanding and confusion.
Source : Thomson NETg. 14624 N. Scottsdale Rd Suite 300 AZ 85254
Open-mindedness is the ability to look at issues comprehensively and have an understanding of different points of view. This skill must be practiced to overcome individual prejudices and opinions. Using objectivity helps you see the big picture. If you are unable to remain open-minded, the conflicting parties will doubt your ability to resolve the conflict. Being narrow-minded can result in frustration and distrust between you and the parties. Demonstrate your open-mindedness to the parties and teach them to think in the same way.
(ii) Be able to communicate the reasons behind points of view
The ability to communicate reasons behind points of view is a critical management skill. It is important to clarify the reasons why parties hold particular views. Failure to identify the underlying meaning of a statement can frustrate parties and slow down the resolution process. When resolving conflict, you will be settling differences based on contrasting points of view. Everyone involved in the resolution process should understand why each party feels the way they do.
(iii) Be aware of and avoid defensive messages
Defensive messages give the impression that you are admitting fault. Try to remain cooperative and unbiased. Inappropriately allowing your feelings to show can harm relationships and minimize the possibility of a positive outcome. Remain calm and keep your emotions under control. Trying to understand other points of view can help you evaluate your actions and create acceptable agreements. Give credit where credit is due. Failure to appreciate a genuine effort from someone can reduce the effectiveness of your participation.
(iv) Be descriptive in your responses
When responding to people, be explicit with your meaning. Responding with generalities can create confusion and make the conversation unproductive. Being descriptive gives you an opportunity to add emphasis to important points. Responding explicitly gives the other party a chance to verify your meaning and add comments. Devoting extra time to the communication process can help you eliminate future misunderstandings.
(v) Appeal to a common goal
Stressing common goals between parties can direct the efforts of conflicting parties toward one mutually beneficial solution. When mutual interdependence is identified, common goal setting can reduce the impact of conflict. This method can be difficult to use if the parties have a past history of conflict. In these scenarios, remember to eliminate personal attacks from the process and empower the parties to take personal responsibility for their success.
(vi) Respond, do not react, to people
Being responsive during person-to-person communication improves the quality of the intended message. Take the time to consider how the other party would appreciate being addressed and choose your approach accordingly. Avoid reacting to the other party based on your immediate feelings. These emotions may not be conducive to effective communication. Be empathetic and reassuring. By demonstrating your genuine concern for the individual's feelings and comments, you can establish positive relationships.
II. Maintaining Dialogue
1. How do I maintain dialogue between the parties?
It is very important to maintain dialogue when resolving conflict. If parties fail to communicate, conflict cannot be resolved.
The following tasks will help you maintain dialogue between parties:
(i) Prepare the participants
Preliminary conversations with each party involved in a conflict can help you find the sources of conflict. One-on-one dialogue gives you a chance to discover information about each party and practice effective listening skills. Initiating conversations gives you the opportunity to raise questions you may have and provide thoughts and comments regarding the party's position. Use the preliminary discussions to share information about each party as well as prepare them for situations that may arise during the resolution process. By establishing trust with both parties, you will build their confidence in the resolution process. Preliminary discussions help to level the playing field because each party will have the same information when the conflict resolution begins.
(ii) Find neutral ground
Establishing a neutral ground is an extremely important task. To facilitate effective communication, you must avoid locations where parties feel threatened. Maintaining a comfortable atmosphere encourages parties to be open during discussion. When selecting a location for the conflict resolution, pay special attention to each party's power. Avoid choosing a location that gives one party a power advantage. Strive to maintain a power balance by selecting a neutral location. If one party clearly has power leverage, you may choose a site that deliberately favors the weaker party.
(iii) Set an agenda
It is important to set an agenda covering all issues of concern for both parties. After outlining the issues, confer with the disputing parties to obtain their approval of the agenda. It is very important to arrange the discussion of issues in an appropriate order. Failure to prepare an agenda can lead to a lengthy resolution process. Lack of preparation can cause frustration and an unwillingness to work toward a mutually acceptable solution. Formal agendas are not required when resolving minor conflicts. However, adequate preparation is important when addressing all conflicts.
(iv) Set the time frame
You should allocate adequate time when addressing conflicts. Never try to rush parties into making a decision. Participants should never feel pressured to make agreements if more time is available for discussion. If an open-ended time frame is established, parties will be more willing to thoroughly discuss issues to ensure a mutually beneficial agreement. Occasionally, it is necessary to establish a maximum length of time for the resolution process. Doing so will keep parties focused on the discussion. If the problem is not resolved by the deadline, it may be necessary to get assistance from an outside party or extend the deadline.
(v) Elicit reactions
When facilitating discussion between two parties, it is necessary to elicit reactions from them. Avoid asking questions that can be answered with ''yes'' or ''no.'' Asking open-ended questions encourages parties to elaborate on their feelings. Analyzing reactions reveals concerns about the other party's behavior. When analyzing reactions, stress the importance of the resolution process and encourage the parties to create several acceptable options. Reducing dependence on predetermined solutions allows the parties to consider a wide variety of solutions. Eliciting reactions can also help you gauge your overall performance.
(vi) Restate the issues
Restating the issues is an effective method to clarify the main points of the conversation. By translating what was said into your own words, you can interpret the main ideas and check with the parties to ensure agreement.
(vii) Plan for future dialogue
Any attempt to resolve conflict should focus on trying to eliminate future conflict between the parties. By helping parties to resolve their conflicts, you establish a degree of trust between them. Meeting on a regular basis opens the communication channels in the event of future problems. Reviewing the progress of the agreement allows you to assess how successful the discussion was and identify other areas that may cause future problems. It is important to maintain contact with the parties after a settlement is reached to judge their overall satisfaction.
2. How do I keep from becoming caught up in the situation?
To view the conflict objectively, use three methods to stop yourself from getting caught up in the situation:
(i) Make sure that your actions are not perceived as being one-sided
(ii) Make sure that your actions are fair to each of the parties involved
(iii) Make sure you have a good sense of humor
3. How can I effectively give criticism?
The ability to give criticism tactfully is an important skill used in the conflict resolution process. When giving criticism, use constructive approaches. Refrain from personal attacks on individuals. Always approach the person in a non-threatening manner. By focusing on the issue at hand, you can encourage behavioral changes without hurting the person's feelings.
4. How can I effectively receive criticism?
When receiving criticism, it is important to listen objectively to what is being said. Understanding how people perceive your actions can help you identify areas that need improvement. Avoid becoming defensive when being criticized even if the person's intent is negative.
5. Should I be assertive in a conflict situation?
It is very important to be assertive in conflict situations. Failing to stand up for what you believe in can result in unsuccessful conflict resolutions. When expressing your beliefs, it is important that you are confident, but not competitive. Assertive individuals generally have better success rates when resolving conflicts.
III. Listening and Conflict Resolution
1. How will listening help me resolve conflict?
Listening to what people say and responding appropriately to their concerns can put them at ease and expedite the resolution process. When listening to a message, consider both verbal and non-verbal cues received in the discussion. Compare what is said to how the person acts to uncover the true meaning of the message. Listening encourages parties to express their opinions and hear the thoughts of others. Try to make parties feel comfortable talking to you. Listening and questioning can give parties necessary feedback regarding issues and guide the conversation in a positive direction.
2. How do I become an effective listener?
There are four guidelines that can help you to become an effective listener:
(i) Practice concentration
Effective listeners focus on the speaker regardless of environmental distractions. Improve concentration skills by eliminating noise from your surroundings and focusing on the speaker.
(ii) Develop a genuine interest
Always ask specific questions. Doing so elicits more detailed responses and gives you the information you are trying to obtain. Vague questions allow parties to avoid issues. Asking questions is the easiest way to understand unclear points. Restating what was said in your own words will complement questions to reiterate the main points. Understanding is a key component of effective communication.
(iii) Wait before responding
Good listeners separate the tasks of listening to a message and evaluating its meaning. It is important to listen to everything a person has to say before making a judgement on the information. Jumping to conclusions can lead to misunderstanding and confusion.
Source : Thomson NETg. 14624 N. Scottsdale Rd Suite 300 AZ 85254
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