CONFLICT MANAGEMENT:
UTILIZING CONFLICT STYLES
STRATEGICALLY
PRESENTED BY MARY CHAVEZ RUDOLPH &
LISA NEALE – OMBUDS OFFICE
July 26, 2012
Today’s Agenda
Introduction/Ombuds Office
 Conflict Management Skills
 Conflict is Inevitable
 Personal / Professional
 Process and/or Content
 Conflict Styles –use in managing conflict
 Conflict Scenarios – what would you do?
 Summary: Conflict Management Skills

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Conflict Management…


Word Association with “conflict”
In what areas in your life do you
encounter conflict?
Steps in Managing Conflict
Think of a conflict
you’ve had recently …

-use the handout provided
as we progress through
the slides
Step 1: Managing Emotion
How did
you feel in
your last
conflict?
Mad, sad,
confused,
fearful?
What
strategies do you
use to manage your
emotions?
Step 2: Analyzing the Conflict
This may be
difficult to do
until you
control
emotion.
Asking
yourself
questions
helps control
emotion.

Content / Process /
Relationship

What are your goals?

Identify your options
Content / Process / Relationship
Jot down if you
think your issue is
primarily a
content issue, a
process issue, or
both.
Identify what is
process and what
is content.
Content: “What” are having
conflict about?
 Process: “How” are you
treating each other when
you discuss the issue? Are
you communicating at all?
 Relationship

Goal / Intent / Motivation
Jot down
your
goals for
this
situation.
Think:
LONG
TERM!

What is the ideal
outcome of this situation?
Identifying your Options:
Conflict Styles
Jot down
what you did
of these
options
a
This could be
your
preferred
conflict style.

In your example conflict,
 What did you do?
Give in?
Try to win?
Seek a compromise?
Try and understand the
other person’s perspective?
Ignore or side-step issue?
Assessing Your Conflict Style
Most people have one or two preferred
styles
 Helpful to know that you have other
options and the option you choose should
be dependent on the results you want to
achieve
 There is no right or wrong style

Concern
for Self
Competing
Collaborating
(win/lose)
(win/win)
Compromising
(win/win) (lose/lose)
Avoiding
Accommodating
(lose/lose)
Concern for Others
(win/lose)
AVOIDING
How do people act when using this style?
 Diplomatically side-step the issue, ignore, hide,
procrastinate, deny there is a problem
 When would you use this style?
 When it isn’t important to you, not worth it to
engage
 When wouldn’t you use this style?
 When the conflict continues, no one’s needs are
being met

ACCOMMODATING
What behaviors are present with this style?
 Smiling, listening, giving in, obeying,
apologizing
 When would you use this style?
 It’s not that important to you, not necessary to
understand other person’s interests
 When wouldn’t you use this style?
 A fast decision is needed, not a lot of
commitment involved in the process

COMPETING
How do people act when using this style?
 Assert their position, debate, shout, interrupt, do
not give in, possible physical contact/violence
 When would you use this style?
 Emergencies, when you are being taken
advantage of/manipulated, when you really
want to win
 When wouldn’t you use this style?
 When the relationship takes precedence over
your winning

COLLABORATING



How do people act when using this style?
 Listen, identify interests, explore issue in depth, find
ways to improve relationship
When would you use this style?
 Long-term relationships, you have the time to
commit to the process, you want a lot of buy-in,
involvement
When wouldn’t you use this style?
 Time factor, leadership is more important, situation
does not require this process
COMPROMISING
How do people act when using this style?
 Make concessions, seek to split the difference, find
happy medium
 When would you use this style?
 When you don’t have the time and energy, need
for a fast solution, relationship isn’t that important
 When wouldn’t you use this style?
 When determining interests to enhance the
relationship is more important than a quick
solution

When to use which style…
How much time to do you have (i.e., does action
need to be taken immediately?)
 What have you already tried?
 How important is the issue to you?
 Is there a relationship?
 Is there a possibility you are wrong?
 Has this ever happened before?
 Is there a difference in power?

Summary: Skills for Managing Conflict
Manage Emotion / Think
 Determine your Goals
 Decide on a Strategy (conflict style)
 Separate Positions from Interests
 Consider Timing and Setting
 Ask Open-Ended Questions
 Benefit of the Doubt
 Active Listening
Reflect Emotion
 “I“ Statements

Positions and Interests

Positions are specific proposals or
solutions that a party suggests to meet
his/her interests or needs. A position is
usually only one solution to a given
problem. In many cases, that solution is
satisfactory only to the person suggesting
it. Positions are often rigid and offer
limited flexibility.
Positions and Interests, cont.







Interests are needs that a party wants to
have satisfied. The most powerful
interests are basic human needs:
security
economic well-being
a sense of belonging
recognition
control over one's life
respect
Scenario:


A co-worker recently stopped friendly
conversations with you. You are unsure why.
Yesterday, this co-worker came into your office,
slammed the door shut behind her, and began
screaming at you for not completing an important
report. After a few minutes of screaming, she left
your office.
What conflict styles have you used? What other
options do you have at this point?
Concern
for Self
Competing
Collaborating
(win/lose)
(win/win)
Compromising
(win/win) (lose/lose)
Avoiding
Accommodating
(lose/lose)
Concern for Others
(win/lose)
We Are Here to Help!

The Ombuds Office is on both
campuses:
Anschutz – Building 500, Room
7005C
Downtown – CU Denver Bldg,
Room 107P
www.ucdenver.edu/ombuds