oct 2011 Conflict

Category: Education

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Managing Conflict:

Managing Conflict Based on the book, Managing Conflict , by Ursula Markham

Why Conflict Arises:

Why Conflict Arises Type “A” Personality Vs. Type “B Personality Also stress, feeling threatened,

Type ”A” Personality:

Type ”A” Personality Highly Competitive Strong Personality Restless when inactive Seeks Promotion Punctual Thrives on deadlines Several jobs at once

Type “B” Personality:

Works methodically Rarely competitive Enjoys leisure time Does not anger easily Does job well but doesn’t need recognition Easy-going Type “B” Personality

Aggressive People:

Aggressive People Body language Stiff and straight Points, bangs tables to emphasize points Folds arms across body Verbal language “I want you to…” “You must…” “Do what I tell you!” “You’re stupid!” Aggressive people may be insecure…. Try to avoid them.

Submissive people:

Submissive people Body Language Avoids eye contact Stooped posture Speaks quietly Fidgets Verbal Language “I’m sorry” “It’s all my fault” “Oh dear” Submissive people have a great sense of inferiority

Assertive People:

Assertive People Body language Stands straight Appears composed Smiles Maintains eye contact Verbal language “Let’s” “How shall we do this?” “I think… What do you think?” “I would like…”

Personalities who cause conflict:

Personalities who cause conflict Aggressor Passive Absentee Error prone Negative attitude Chatterbox Do nothing

Personalities who cause conflict:

Personalities who cause conflict Unreliable Time waster Resentful person

Managing difficult people:

Managing difficult people Ask these questions.. Is this person in the wrong job? Is the job causing the conflict? Is this a dysfunctional group? Why is this behavior is a problem for me? Have you reinforced bad behavior in the past?

Types of Conflict:

Types of Conflict Within an individual Between two individuals Within a team of individuals Between two or more teams within an organization This may escalate to sabotage between groups

Stages of Conflict :

Stages of Conflict Conflict arises Positions are stated and hardened Actions, putting into action their chosen plan Resolution???

Causes of conflict :

Causes of conflict Conflict of facts Conflict of aims- different goals Conflict of ideas- different interpretations Conflict of attitudes - different opinions Conflict of behavior- different behaviors are unacceptable

Reactions to Conflict:

Reactions to Conflict Dominate Bargain Collaborate Smooth Coexist Release Maintain Decide Yield by Rule Viewpoint I N T E R A C T I O N

Aids to Communication:

Aids to Communication Listen Actively Relax Observe body language Develop interest in others interests Ask for clarification Plan what you are going to say Tailor words to person Determine the best timing Determine the best place Why is the conversation necessary


Resolution Set discussion in neutral place What is the conflict, weigh the importance of the ingredients Shared needs vs. individual needs Try to get to a shared solution Look to future rather than go over the past, but remember to learn from the past Ask what can be done? What course gives the most mutual benefit

How would you handle these personality types? :

How would you handle these personality types? Reformer Helper Motivator Artist Thinker Loyalist Leader Peacemaker


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