Mastering Conflict
CONFLICT
CONFLICT
CONFLICT.
“Successful leaders manage conflict; they don’t shy away from it or
suppress it but see it as an
engine of creativity and
innovation. Some of the most creative ideas come out of people in
conflict remaining in conversation with one another rather than flying
into their own corners or staking out entrenched positions.
The challenge for leaders is to develop structures and processes in which
such conflicts can be orchestrated productively.”
Ronald Heifetz and Marty Linsky , Leadership on the Line: Staying Alive Through
the Dangers of Leading
Learning Objectives
• Describe how conflict impacts individuals & affects
workplace dynamics and teamwork;
• Assess personal comfort level with conflict;
• Contrast cultural differences in expressing and
responding to conflict; and
• List at least two actions that can be used to master
conflict in a workplace.
Conflict Profile
What is your
experience with
conflict?
Discussion Questions
• How might your previous experience
managing conflict impact how you respond
to conflict in the work place?
• What rules about conflict have your learned
from your personal, professional, and
community life?
ASSERTIVENESS
COOPERATIVENESS
Adapted from: Thomas-Kidman, 1975.
COLLABORATE
5
AVOID
COMPETE
modes of
handling
conflict
COMPROMISE
ACCOMMODATE
Teams & Conflict:
Fostering a Conflict Management Culture
“The easiest, the most
tempting, and the least
creative response to
conflict
within an
organization is
to pretend it
does not exist.”
Lyle E. Schaller
author of many books about organizational change in churches
Creates
artificial
harmony
Fear of Conflict
Inhibits
unfiltered and
passionate
debate
Creates veiled
discussions
and guarded
comments
Two Types of Conflict
1
TASK CONFLICT
2
RELATIONSHIP CONFLICT
The Conflict Continuum
Artificial Harmony
Constructive Conflict
Personal Attacks
Tools for Mastering Conflict
Conflict Norming
Exercise
• Each individual complete the first part of “Conflict Norming
Exercise” Handout – page 1, questions 1-4
• Use page 2 to discuss as a group
• Come to an agreement on a “Conflict Commitment”
– 4-5 expectations
• We will not be reporting back to the large group, but you can
post your conflict norms on the discussion board.
Skills for Mastering Conflict
Prepare for conflict
Understand cultural factors
Be an active listener
Show respect
Validate all speakers
Skills for Mastering Conflict
• Confront disrespect
• Enforce norms
• Balance participation
• Observe behaviors
• Take the temperature
• Allow constructive venting
• Create solutions
Case Study
• Break into groups of 4-5.
• Read the case study.
• Answer the questions.
Conflict Resolution: Defining the Problem
• Individually describe the problem
• Listen to each description of the problem
• Repeat the descriptions and write down for all to see
• Review the differences in the assumptions or
descriptions of the problem
• Attempt to find ‘common ground’ for the problem
definition
Conflict Resolution: Generating
Solutions
Assume positive intent
Define desired outcomes
Define positions but focus on interests
Identify new options for mutual gain
(win/win)
viewing point -- a higher, more expansive
place, from which you can see both sides.”
Thomas Crum, The Magic of Conflict