CONFLICT

Managing Conflict

Managing Conflict

Conflict is a natural disagreement resulting from individuals or groups that differ in attitudes, beliefs, values or needs. It can also originate from past rivalries and personality differences. Other causes of conflict include trying to negotiate before the timing is right or before needed information is available.

The ingredients of conflict

Needs - Needs are things that are essential to our well-being. Conflicts arise when we ignore others' needs, our own needs or the group's needs. Be careful not to confuse needs with desires (things we would like, but are not essential).

Perceptions - People interpret reality differently(Whetten, 1998). They perceive differences in the severity, causes and consequences of problems. Misperceptions or differing perceptions may come from:

self-perceptions, others' perceptions, differing perceptions of situations and perceptions of threat.

Power - How people define and use power is an important influence on the number and types of conflicts that occur(Kolb, 2009). This also influences how conflict is managed. Conflicts can arise when people try to make others change their actions or to gain an unfair advantage.

Values - Values are beliefs or principles we consider to be very important. Serious conflicts arise when people hold incompatible values or when values are not clear. Conflicts also arise when one party refuses to accept the fact that the other party holds something as a value rather than a preference.

Feelings and emotions - Many people let their feelings and emotions become a major influence over how they deal with conflict(Hutchins, 2006). Conflicts can also occur because people ignore their own or others' feelings and emotions. Other conflicts occur when feelings and emotions differ over a particular issue.

Conflict is not always negative. In fact, it can be healthy when effectively managed. Healthy conflict can lead to...

Growth and innovation

New ways of thinking

Additional management options

If the conflict is understood, it can be effectively managed by reaching a consensus that meets both the individual's and society's needs. This results in mutual benefits and strengthens the relationship. The goal is for all to "win" by having at least some of their needs met.

Managing Conflict

There are five steps to managing conflict. These steps are:

Analyze the conflict

Determine management strategy

Pre-negotiation

Negotiation

Post-negotiation

Analyze the conflict

The first step in managing conflict is to analyze the nature and type of conflict. To do this, you'll find it helpful to ask questions.

Answers may come from your own experience, your partners or local media coverage(Lipsky, 2007). You may want to actually interview some of the groups involved. Additional information regarding analyzing conflicts can be found in the Guide to Information and Resources.

Determine management strategy

Once you have a general understanding of the conflict, the groups involved will need to analyze and select the most appropriate strategy. In some cases it may be necessary to have a neutral facilitator to help move the groups toward consensus.

Conflict Management Strategies

Collaboration

Compromise

Competition

Accommodation

Avoidance

Collaboration - This results from a high concern for your group's own interests, matched with a high concern for the interests of other partners. The outcome is ...