Unit 5: Conflict Management and Negotiations

5a. Describe the various types of conflict

  • What are the various types of conflict?
  • Can you think of an example of a healthy conflict?
  • What are some causes of workplace conflict?
  • What is intrapersonal conflict?

In any organization, regardless of size or purpose, conflict between or among the organization's members is possible. Conflict is a process that involves people disagreeing. Conflict can be distracting, but is all conflict something to be avoided? It is possible to disagree without being disagreeable, right?

There are three types of conflict: intrapersonal, interpersonal, and group conflict. Intrapersonal conflict is when an employee has an inner conflict. Perhaps they want to say something to a co-worker or supervisor but are unsure how to present the issue. Or maybe they wish they had repeatedly said something during a conflict and replayed the issue in their head. Interpersonal conflict occurs when two or more people have an issue at work and disagree over a project or values. A group conflict occurs when a group or a team has an issue over a shared project, and how they deal with the issue may demonstrate their strength as a team.

Sometimes, conflict can simply mean a difference of opinion or someone saying, "I don't agree with you on this point". If this conflict results in an exchange of views and ideas, the result may be improved. If it degenerates, it can delay a project or result in inferior decisions.

Conflicts can occur in any organization. If we are concerned about the potential negative effects of conflict, we will want to minimize its causes. Six possible causes of conflicts are organizational structure, limited resources, task interdependence, incompatible goals, personality differences, and communication problems.

Conflict must be identified and managed quickly within any organization, group, or team. We want to minimize dysfunctional conflict and its negative consequences and utilize functional conflict to help produce better outcomes. Conflict management can be integrated into an organization's strategy, and processes for dealing with conflict can be implemented.

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5b. Explain how to effectively manage conflict and resolve conflict with others

  • Should managers get involved in employee conflicts? Why?
  • Why is it important for companies to monitor employee conflict?
  • What is an example of how conflict can be resolved?
  • Who might develop a conflict management plan?

Conflict management is a process for identifying and resolving conflicts in an effective manner that limits any disruption of the organization's tasks. For example, conflicts can sometimes become personal instead of simply disagreements. Conflict management techniques can help refocus people's attention back to the issues. Note that conflicts can grow from a simple misunderstanding to a verbal or physical abuse level if no intervention occurs.

This chart plots the different techniques by evaluating the level of cooperation between conflicting parties versus the level of competitiveness.

This chart plots the different techniques by evaluating the level of cooperation between conflicting parties versus the level

Here is a brief description of the five styles of conflict resolution:

  • The collaboration conflict style seeks a positive outcome for all parties and uses open communication to collaborate.
  • The competition conflict style uses power and pressure to compete with the other side in hopes they can win; this type is typically not concerned with the outcome for the competing side.
  • The accommodation conflict style is typically not aggressive and will put the needs of others over their own needs.
  • The compromise conflict style will work towards resolving the issue by ensuring each side gives up something to reach the result; typically, the result is something both sides agree on.
  • The avoidance conflict style will avoid and ignore conflict at all costs, and a resolution may not be met.

If the parties cannot meet an agreement, then arbitration or mediation might occur. Arbitration occurs when both sides agree to an out-of-court resolution, and a third party listens to both sides and then states the resolution. The word of the arbitrator is the final word on the matter. Mediation occurs when a third party assists both sides in finding a resolution that is acceptable to both sides.

Creating a conflict management plan is one way an organization can plan for future conflict. Some resources might include an employee training program on conflict management consulting firms that can act as a mediator or assist in developing a conflict management plan. You can also ensure that many communication channels are available to people to express a concern, point out a problem, or seek help.

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5c. Describe negotiation strategies

  • What is the process of negotiation?
  • What is BATNA?
  • How can you resolve a workplace conflict?
  • Should you teach employees the process of negotiation?

Many conflicts may be resolved through the process of negotiation. Negotiations typically require that the parties involved discuss the points of conflict through varying degrees of give and take, which may utilize an independent, outside referee to reach an accommodation. The stages of the negotiation process are investigation, determining your BATNA, presentation, bargaining, and then closure.

BATNA is one way to assist in resolving a conflict. BATNA stands for best alternative to a negotiated agreement. The BATNA tool helps organizations resolve differences by working through the process, which helps both sides realize what they will accept and what they won't accept. Most organizations will utilize the BATNA tool after any negotiation has failed. Once each party understands their lowest threshold for acceptance, a win-win resolution may be easier to find.

There are several ways to address conflicts in an organization. To effectively limit conflicts, an organization must be familiar with many techniques. Different levels of conflict will require a different response. Most of us would agree that it is better to have a win-win outcome, if possible, rather than a win-lose outcome.

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Unit 5 Vocabulary

This vocabulary list includes terms you will need to know to successfully complete the final exam.

  • accommodation
  • arbitration
  • avoidance
  • BATNA
  • collaboration
  • competition
  • compromise
  • conflict
  • conflict management
  • group conflict
  • interpersonal conflict
  • intrapersonal conflict
  • mediation
  • negotiation
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