Conflict: One person’s incompatible behaviors that
make another person’s actions less effective
Dealing with the Two Faces of Conflict
1. Competitive
conflict: Parties pursuing directly opposite (win-lose) goals
2. Cooperative
conflict: A mutually reinforcing experience (win-win) that serves the best
interests of both parties
Competitive Versus Cooperative Conflict
Conflict Trigger: Any factor that increases the
chances of conflict
Conflict Triggers
Ambiguous or
overlapping jurisdictions
Competition for scarce
resources
Communication
breakdowns
Time pressure
Unreasonable standards,
rules, policies, or procedures
Personality clashes
Status differentials
Unrealized expectations
Resolving Conflict
— Doing
nothing is usually not a viable option.
— Conflict
Resolution Techniques
1. Problem
solving
2. Superordinate
goals
3. Compromise
4. Forcing
5. Smoothing
No comments:
Post a Comment