
I. Introduction
It is unfortunate but it is almost a universal experience that when people begin to relate and interact with each other, conflicts occur. But while we cannot avoid conflict all the time, it is possible to deal with conflict in a constructive rather than a destructive manner.
Conflict should be viewed as positive rather than always negative because conflict sometimes promotes communication, problem solving, and necessary change for the benefit of the group.
As people interacts “conflict is an ever-present process in human relations” (Loomis and Loomis, 1965)
The ability to resolve and manage conflict is most likely one of the most important social skills a person can possess.
Understanding Conflict
What is 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 potential for conflict exists whenever and wherever people have contact. As people are organized into groups to seek a common goal, the probability of conflict greatly increases. Since only the most serious conflicts make headlines, conflict has a negative connotation for many people. All conflicts are not the same. We face conflicts on all levels (Barker et al. 1987). We have disagreements with family, friends, and co-workers. "Conflicts are rarely resolved easily. Most conflicts are managed as individuals work out differences...." (Barker et al. 1987).
Conflict is an intense disagreement process between two interdependent parties over incompatible goals and the interference each perceives from the other in her or his effort to achieve those goals.
Where Does Conflict Originates
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. 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. 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. 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.
Value Differences in Conflict (Gains)
Ultimately we may come to real value differences. There is a difference in how you want to live and how I want to live. We have three choices here:
• One or both of us could change
• We could stop having a relationship and/or stop communicating
• We could tolerate each other and learn to appreciate what we do have in common, we could co-exist the way we are knowing that we will always have that basic difference.
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;
Could be used for 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.
Types of Conflict
task conflict
interpersonal conflict
and procedural conflict.
Task Conflict
Group members may disagree about facts or opinions from authorities. The interpretation of evidence may be questioned. Disagreement about the substance of the discussion is called "task conflict."
Task conflict can be productive by improving the quality of decisions and critical thinking processes.
Interpersonal Conflict
The term interpersonal conflict is used to indicate the disagreement that most people call a "personality clash." This "clash" may take the form of antagonistic remarks that relate to the personal characteristics of a group member or disregard any organizational goals to antagonize a particular group member.
Conflict of this type is expressed through more subtle nonverbal behaviors. There may be icy stares or, at the other extreme, an avoidance of eye contact. Interpersonal conflict may be inevitable and must be managed for optimal group maintenance.
Procedural Conflict
"Procedural conflict" exists when group members disagree about the procedures to be followed in accomplishing the group goal. New procedures may be formulated and a new agenda suggested. Even the group goal may be modified
Causes of Conflict
• Prior Hostility: We sometimes get mad in one situation but express it in another.
• Assumptions or Expectations: We often get frustrated when situations or people are not what we expect. This type of frustration can easily lead to angry feelings and conflict.
• Violating another person's needs: Each of us has a variety of needs, to feel competent, in control, accepted, independent. When these needs are violated you may see aggressiveness, defensiveness, rejection, withdrawal, and lack of communication.
Causes or sources of organizational conflict can be many and varied. The most common causes are the following:
scarcity of resources (finance, equipment, facilities, etc)
different attitudes, values or perceptions
disagreements about needs, goals, priorities and interests
poor communication
poor or inadequate organizational structure
lack of teamwork
lack of clarity in roles and responsibilities
Conflict Between Individual
People have differing styles of communication, ambitions, political or religious views and different cultural backgrounds. In our diverse society, the possibility of these differences leading to conflict between individuals is always there, and we must be alert to preventing and resolving situations where conflict arises.
Conflict Between Groups of People
Whenever people form groups, they tend to emphasize the things that make their group “better than” or “different from” other groups. This happens in the fields of sport, culture, religion and the workplace and can sometimes change healthy competition to destructive conflict.
Conflict Within A Group of People
Even within one organization or team, conflict can arise from the individual differences or ambitions mentioned earlier; or from rivalry between sub-groups or factions. All leaders and members of the organization need to be alert to group dynamics that can spill over into conflict.
How to Identify Signs and Stages of Conflict
Between in Individuals
Colleagues not speaking to each other or ignoring each other
Contradicting and bad-mouthing one another
Deliberately undermining or not cooperating with each other, to the downfall of the team
Between Groups of People
Cliques or factions meeting to discuss issues separately, when they affect the whole organization
One group being left out of organizing an event which should include everybody
Groups using threatening slogans or symbols to show that their group is right and the others are wrong
Effects of Conflict
Conflict could be productive and could have positive effects on groups. Among these are:
1. Improving the quality of decisions; helps define and
sharpen community issues to improve their decisions
2. Stimulating involvement in the discussion
3. Building group cohesion and solidarity within the group
4. Strengthen group boundaries
5. Help gain recognition for a group
6. Aid in the formation of new group
7. Result in restructuring a group
Effects of Conflict
Negative Effects
Harmful to individuals or groups
Increase bitterness, alienation and divisiveness
Weaken or destroy a group
Increase tension within or between groups
Lead to alliances with other groups
Disrupt channels of cooperation
Become violent
2. Choosing A Conflict Management Style
l In every situation we are responsible for our actions. Conflict situations offer each of us an opportunity to choose a style for responding to the conflict. The key to effective conflict prevention and management is to choose the conflict management style appropriate for the conflict. Most of us have a favorite style that we use in conflict situations, but we are all capable of choosing a different style when it is appropriate.
There are five (5) main types of conflict management styles are described below: Cooperative problem-solving, Competing, Avoiding, Accommodating and Compromising. Animals are associated with each style to help you remember the differences among the styles. Remember that animals, like people, may have a favorite style, but they may also choose to adopt a new style in special situations.
1. Cooperative Problem Solving
Choosing a cooperative problem-solving style enables people to work together so everyone can win. Using this style, people try to find a solution that will help everyone meet their interests and help everyone maintain a good relationship.
A dolphin usually chooses a cooperative problem-solving style. Dolphins use whistles and clicks to communicate with each other to catch food cooperatively and to summons help. For example, when a dolphin is sick or injured, other dolphins will help it to the surface so it can breathe.
Although the dolphin usually chooses to be a cooperative problem solver, it can also choose other styles depending on the situation. For example, if a dolphin has a baby and a shark is in the area, the dolphin will choose to use a competitive style to deal with the shark. Continuing to use its favorite style of cooperation would greatly endanger the life of the baby dolphin.
2. Competing
Choosing a competitive style means that a person is putting his/her interest before anyone else's interests. In fact, sometimes people who use the competitive style try so hard to get what they want that they ruin friendships.
Individual pursues his/her interests at other's expense.
This is the offensive aggressive approach to conflict resolution. It is especially attractive to those in power and authority who like to "get things done" and "win." One of the criticisms of competition is that it takes advantage of the opposition's weaknesses by resorting to various strategies and tactics which have a disarming nature. In a competitive situation, there is little listening, little information sharing, and little interpersonal reasoning. Leaders who fall into this area often make decisions without input from others, if any. competitive leadership is often viewed as inappropriate and destructive by group members.
A lion can be a symbol of a competitive style. The lion's roar helps the lion to satisfy its interests. For example, if the lion's family is hungry and needs food, the lion may use its strength and loud roar to get the food because it is important for the family.
l However, the lion can also choose to use a compromising or accommodating style when playing or resting with a lion cub.
3. Compromising
People choose a compromising style when it is important for them to satisfy some of their interests, but not all of them. People who compromise are likely to say "let's split the difference" or "something is better than nothing.“
Individual seeks to find expedient, mutually acceptable solution.
Compromise involves a search for a solution which is mutually acceptable. Compromise involves two or more parties coming together and "meeting in the middle." With compromise, there will be give and take to get to the middle ground. "Everybody wins something, but doesn't get everything." People who compromise settle for the best they can get, as opposed to reaching a decision that everyone wants. Compromise may be one of the best ways of dealing with conflict when time is short or when total agreement is impossible.
A zebra can be a symbol for the compromising style. A zebra's unique look seems to indicate that it didn't care if it was a black horse or a white horse, so it "split the difference" and chose black and white stripes.
However, a zebra may not choose a compromising style for all things. A zebra may choose a cooperative or competitive style like the dolphin or lion depending on the situation.
4. Avoiding
People who chose the avoiding style do not get involved in a conflict. A person choosing the avoiding style might say "you decide and leave me out of it.
Characterized by non-assertive, passive behavior. Person does not openly pursue his/her own concerns or those of the other person, and refuses to engage openly in the conflict. May change the subject or withdraw from the issue.
When a leader employs this option, he/she is to ignoring the conflict and letting it be. For whatever reason, the leader may feel that the conflict is not worth the effort to resolve. This could be complete avoidance (never planning to come back to the conflict) or it could be avoiding the conflict at the present time and coming back to it later when conditions are more favorable. Avoiding conflict does not deal with conflict.
A turtle is a symbol for the avoiding style because it can avoid everything by pulling its head and legs into its shell to get away from everyone.
l A turtle also chooses other styles at times. It does not always choose to stay in its shell, because it would miss out on everything from eating to swimming.
5. Accommodating
People who choose an accommodating style put their interests last and let others have what they want. Many times these people believe that keeping a good friendship is more important than anything else.
Individual neglects his/her own interests to satisfy another.
Accommodation is agreement through yielding or conforming to the positions of others: cooperation in an effort to create harmony, even at the expense of your own ideas and values; agreement in the name of peace and tranquility, knowing full well that you don't entirely buy into it." Accommodators may not always be famous for their creativity, but can often be relied upon for social tact and diplomacy.
A chameleon is a symbol of the accommodating style because it changes its color to match the color of its environment. By changing its color to accommodate its surroundings, the chameleon fits quietly into its environment.
Although the chameleon may always change its color to accommodate its surroundings, it may choose other styles when it is hunting for food, taking care of its young, or hiding from enemies.
6. Collaboration
Individual seeks to find solution which fully satisfies both parties.
Collaboration is a total-membership approach to conflict resolution.In the collaborative mode, the group:
Accepts the fact that there is conflict
Takes time for sharing of values, needs, interests and resources
Discovers many possible solutions and weighs the consequences of each
Selects the alternative that best meets the needs and concerns of each member
Forms a team plan, implements and evaluates the outcomes.
Collaboration takes more time and requires higher levels of commitment than other leadership approaches to disagreement. Therefore, it is often reserved for those issues of greatest importance to the membership. Collaboration is the vehicle which
generates the most creative solutions.
Gets the greatest membership support
Produces the greatest amount of personal growth.
The above list is designed to be helpful in describing different styles of leadership which can be used in the area of conflict management. There is no single best approach that will help leaders deal with every conflict situation. It is up to leaders to develop a situational style which incorporates many different ways of dealing with conflict. Effective leadership is leadership which is adaptive. If leaders are able to adapt to varying conflict situations and manage them accordingly, the will be highly acclaimed!
l Know Yourself
– Identify your own conflict style
– Identify the types of situations or people that make you angry
– Be aware of your "down times"
– Take care of yourself
3. Improving group or team dynamics when conflict occurs
Tips for managing conflicts
Team unity:
How can you manage disagreements in ways that build, rather than harm, personal and collegial relationships? Such disagreements or conflicts can occur between individuals or between groups of people. Here are five strategies for managing stressful situations.
Collaborating I win, you win
Symbol: Owl
Fundamental premise: Teamwork and cooperation help everyone achieve their goals while also maintaining relationships
Strategic philosophy: The process of working through differences will lead to creative solutions that will satisfy both parties' concerns
When to use:
When there is a high level of trust
When you don't want to have full responsibility
When you want others to also have "ownership" of solutions
When the people involved are willing to change their thinking as more information is found and new options are suggested
When you need to work through animosity and hard feelings
Drawbacks:
The process takes lots of time and energy
Some may take advantage of other people's trust and openness
Compromising You bend, I bend
Symbol: Fox
Fundamental premise: Winning something while losing a little is OK
Strategic philosophy: Both ends are placed against the middle in an attempt to serve the "common good" while ensuring each person can maintain something of their original position
When to use:
When people of equal status are equally committed to goals
When time can be saved by reaching intermediate settlements on individual parts of complex issues
When goals are moderately important
Drawbacks:
Important values and long-term objectives can be derailed in the process
May not work if initial demands are too great
Can spawn cynicism, especially if there's no commitment to honor the compromise solutions
Accommodating I lose, you win
Symbol: Teddy Bear
Fundamental premise: Working toward a common purpose is more important than any of the peripheral concerns; the trauma of confronting differences may damage fragile relationships
Strategic philosophy: Appease others by downplaying conflict, thus protecting the relationship
When to use:
When an issue is not as important to you as it is to the other person
When you know you can't win
When it's not the right time
When harmony is extremely important
When what the parties have in common is a good deal more important than their differences
Drawbacks:
One's own ideas don't get attention
Credibility and influence can be lost
Competing I win, you lose
Symbol: Shark
Fundamental premise: Associates "winning" a conflict with competition
Strategic philosophy: When goals are extremely important, one must sometimes use power to win
When to use:
When you know you are right
When quick decision is needed
When to use:
When a strong personality is trying to steamroller you
When you need to stand up for your rights
Drawbacks:
Can escalate conflict
Losers may retaliate
Avoiding No winners, no losers
Symbol: Turtle
4. CREATIVE WAYS OF MANAGING CONFLICTS
Model 1Conflict Management in Community Organizations
1. Recognize and Acknowledge that Conflict Exists
2. Analyze the Existing Situation
know exactly what the conflict is about. Does it involve values, goals, means to goals, territory, or combination of these?
Analyze behavior of involved parties: members of the groups
Determine if the conflict approach is being used by the concerned party
Find out how other, similar conflicts have been resolved
Facilitate Communication.
Enhance communication. Open lines for free discussion and involve all members;
Encourage accurate communication and feedback because negotiation depends on good communication;
Listen and raise questions-(Steven Covey, “seek first to understand than to be understood)
Allow free expression. Constructive disagreement should not be suppressed
Supply information and facts
Maintain and objective level (not emotional)
Stay on issues, not on people
Provide the tact needed to “save face” for parties
Negotiate –Negotiation is a cooperative enterprise; common interests must be sought; negotiation is a behavioral process, not a game; in a good negotiation, everybody wins something. These goals are reached by finding mutual interests and needs by emphasizing the matters that can be agreed upon, and by not dwelling on points of difference.
Make necessary Adjustments, Reinforce, Confirm
Live with the Conflict or look for other strategy and ways to solve it
Source :Conflict Management in Community Organization, www.ohionline.osu.edu?CD-fact?1701.html-48k-cached
Model 2
Mediation
When negotiations fail or get stuck, parties often call in and independent mediator. This person or group will try to facilitate settlement of the conflict. The mediator plays an active part in the process, advises both or all groups, acts as intermediary and suggests possible solutions. In contrast to arbitration (see below) mediators act only in an advisory capacity - they have no decision-making powers and cannot impose a settlement on the conflicting parties. Skilled mediators are able to gain trust and confidence from the conflicting groups or individuals.
Six Rules for Mediation
Never take sides
When possible, use a win-win strategy
Help ensure that personal integrity is maintained
Get conflicts into the open
Be aware of barriers to conflict resolution (defensiveness, put downs, manipulation)
Do not involve more people than necessary
Source: Conflict Management,
www.uwlax.edu?SAC?Leadership/Brifs/VirtLib/Conflict%20 Management.html-10k-cached
Rules and Procedures You can Use Before Mediation
Trust and respect for chairperson and the mediating team
Should there be translation and who should do it ?
Is the venue secure and neutral?
Do the chairs and tables have to be re-arranged?
Size and leadership of delegations?
Should observers be allowed?
Agreeing to behave in a polite and disciplined way?
No blaming, verbal abuse or shouting?
No physical intimidation (pointing) and violence?
No presence and carrying of weapons?
Should smoking, drinking and eating be allowed?
No other distracting behavior, (caucussing while the other side is speaking)
How long will the sessions be?
Equal time for each side to speak and who should speak first?
Opportunity to caucus and consult when necessary ?
How should the mediation be minuted?
What parts of the discussion should be confidential?
how should the agreement be reported back to members?
Should the outcome of the mediation be publicized and how?
Source: Conflict Management
www.etu.org.za/tolbox/docs/building/conflcit.html-24 k-Cached
Model 3 Resolving Conflict
First, take the initiative to get the issue out into the open. Sometimes the other person is not even aware that the conflict exists. Feelings of anger, resentment, or hurt need to be expressed and resolved. Rather than attempting to avoid or cover up the conflict, the most concerned and caring action usually is to acknowledge and deal with it as it exists.
Second, treat the other person as an equal. Conflict occurs between persons, not between a person and an object. It is very easy to see the other person as an enemy rather than a person with feelings and needs like anyone else. Here is where the Golden Rule can be a good guide: treat the other person as you would want them to treat you.
Third, fight the problem and win the friend. The issue to be faced is the problem that caused the conflict. Use every tool for supporting your side of the issue, but never confuse the person with the problem. Disagree with the view of another, but respect his right to have views.
Fourth, focus on the problem--present tense. Stay on the subject. Address the problem which has created the conflict rather than shifting to personalities or other problems. Don't drag in past experiences or set up smoke screens which cloud the real issue. Have a sense of proportion; in other words, use just the amount of pressure, argument, or persuasion which will bring about the resolution of the conflict. Make your point without trying to destroy the other person.
Model 4 Conflict Resolution Methods
Address the substance of the conflict
Address the procedures for dealing with the conflict (rules, policies, intervention strategies, etc.)
Separate the relationships people have with the conflict from the conflict substance
Discuss perceptions of the conflict
Be sensitive to the emotions which may be stirred as a result of the conflict
Address the emotions and acknowledge them as legitimate
Listen actively
focus on interests, not positions
focus on interests, not positions
Look for compatible interests
Be hard on the conflict, soft on the people
Brainstorm your options to solve the conflict
Look for mutual gain
Reason and be open to reason
Use equity and fairness in your standards and procedures
Check to see if all parties are comfortable with the outcomes
Source: Conflict Management,
www.inform.umd.eduCampusInfo/Departments/OCP/PLC/ConflcitM-6k-CachedModel 5 Six Steps for Resolving Conflicts
Step 1: Cool off
Conflicts can’t be solved in the face of hot emotions. Take a step back, breathe deep, and gain some emotional distance before trying to talk things out. As success coach Natalie Gahrmann says, “When I take the time to breathe and regain my focus I can create the opportunity to choose my response rather than just react. If I try to skip this step, my words are too emotionally loaded.”
Step 2: Tell what’s bothering you using “I messages.”
When making “I” statements it’s important to avoid put-downs, guilt-trips, sarcasm, or negative body language. We need to come from a place inside that’s non-combative and willing to compromise. A key credo in conflict resolution is, “It’s us against the problem, not us against each other.” “I messages” enable us to convey this.
Step 3: Each person restates what they heard the other person say.
Reflective listening demonstrates that we care enough to hear the other person out, rather than just focusing on our own point of view. It actually fosters empathy. Mark Burnes describes how he used reflective listening the time he walked into the middle of a shouting match between his ex-wife and teen-aged son.
Step 4: Take responsibility. In the majority of conflicts, both parties have some degree of responsibility. However, most of us tend blame rather than looking at our own role in the problem. When we take responsibility we shift the conflict into an entirely different gear, one where resolution is possible.
Step 5: Brainstorm solutions and come up with one that satisfies both people
Resolving conflicts is a creative act. There are many solutions to a single problem. The key is a willingness to seek compromises.
Step 6: Affirm, forgive, or thank.A handshake, hug, or kind word gives closure to the resolution of conflicts. Forgiveness is the highest form of closure. Just saying thank you at the end of a conflict, or acknowledging the person for working things out sends a message of conciliation and gratitude. We preserve our relationships this way, strengthening our connections and working through problems that arise.
Source: Naomi Drew, M.A.author of
Hope and Healinghttp://www.learningpeace.com/pages/LP_04.htm -
CachedThese questions can serve as a check list to see that you have addressed the problem in a straightforward way:
1. Have you identified and defined the problem together?
2. Have you generated alternatives?
3. Have you evaluated the alternatives?
4. Have you made a choice as to which
alternative is the one to be desired?
5. Have you designed a way of implementing the alternative?
6. Have you planned for follow-ups to assure
that the alternative is working?
Source: Conflict management,
www.namb.net/helplink/CONFLICT.aspReferences
Ohio State University Fact Sheet on Community Development, ohionline.osu.edu/cd-fact/1701.html-48k-cached
Conflcit Management Strategies and Styles,
www.home.snu.edu/-hculbert.fs/conflcit.htmConflict Management in Community Organization,
www.ohionline.osu.edu?CD-fact?1701.html-48k-cachedConflict Management,
www.uwlax.edu?SAC?Leadership/Brifs/VirtLib/Conflict%20 Management.html-10k-cached
Conflict Management,
www.etu.org.za/tolbox/docs/building/conflcit.html-24 k-Cached
Conflict Management,
www.inform.umd.eduCampusInfo/Departments/OCP/PLC/ConflcitM-6k-CachedNaomi Drew, M.A.author of
Hope and Healinghttp://www.learningpeace.com/pages/LP_04.htm -
CachedConflict management, www.namb.net/helplink/CONFLICT.asp
S. Kaufman’s Resources in Conflict management, for research, teaching And practice, www.urban.csuohio.edu/-sanda/conflict.htm-54k-cached