Conflict Management

 By: Amr Badran, MBA

A Conflict is any situation in which there are incompatible goals, cognitions, or emotions within or between individuals or groups that lead to opposition or antagonistic interactions.

Conflict is a form of interaction among parties who differ in interests, perceptions, goals, values, or approaches to problems.

 In conflict normal?

  1. Traditional View, bad

  2. Human Relations View, natural, inevitable

  3. Integrationist View, helpful

Conflict is considered positive, when results on the following:

  1. Increase involvement

  2. Increased cohesion

  3. Increased innovation and creativity

  4. Positive personal growth and change

  5. Clarification of key issues

  6. Values clarification

Conflict is considered negative, when results on the following:

  1. Heightened emotions, including anger

  2. Personality clashes

  3. Decreased communication

Sources of Interpersonal Conflict

  1. Limited resources

  2. Differences in goals and objectives

  3. Miscommunication

  4. Differing Attitudes, Values and Perceptions.

  5. Style Differences

Conflict Management Strategies

  1. Avoiding

  2. Accommodating

  3. Compromising

  4. Competing

  5. Collaborating

Some Tips for Managing Conflict

  1. Control your temper and emotional response

  2. Understand the issue

  3. Decide whether to engage

  4. Search for a common ground

  5. Threaten to and/or bring in a third party

  6. Be creative

Organizational Techniques for Preventing Conflict

  1. Creating/maintaining a culture of openness

  2. Involving employees in decision that affect them

  3. Ensuring alignment with organization system

  4. Offering team training and team building

  5. Providing diversity training

  6. Offering Conflict Management and Negotiation Training

Individual Techniques for Preventing Conflict

  1. Communication

  2. Managing others’ expectations

  3. Focusing on others first

7-Step Model for Resolving Team Conflict

  1. Determine the best place to deliver feedback

  2. Set the context, disclose your humanity, and address what others are thinking

  3. State to the facts and state impact

  4. Seek understanding. Ask a Question (play dumb)

  5. Identify an action plan

  6. Summarize decisions, next steps, and accountability

  7. Thank the person

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About Amr Badran

An Egyptian Business Consultant and Corporate Trainer since 1997. I've trained on Management, Leadership and Soft Skills to thousands of people from many nationalities, backgrounds and professions in more than 10 countries across the Middle and Far East. Holder of an MBA and a Candidate for Doctorate in Business. Find more about my Management and Personal Skills Courses at AmrBadran.com and feel free contacting me at Amr@AmrBadran.com
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