Resolving Conflict Chris McNeill ACB Cambridge Speakers Club
What is conflict?
A process which involves opposing forces and differing objectives
Key points about conflict •
Conflict is inevitable
•
Conflict is not necessarily a bad thing
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Conflict does not have to result in winners and losers In conflict both sides tend to hold highly subjective views
What causes conflict? • •
Personalities Issues: – Poor communication – Differing perceptions, values, cultural norms – Different agendas / motivation – Short-term pressures versus longterm goals – ...etc!
How do you approach conflict? •
Do you like to fight it out?
How do you approach conflict? •
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Do you like to fight it out? Or do you prefer denial, ignoring conflict and hoping it goes away?
How do you approach conflict? •
Do you try to smooth everything over?
How do you approach conflict? •
Perhaps you like to get everyone involved and thrash out a solution
How do you approach conflict?
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Or maybe you are a firm believer in compromise?
Five methods of conflict resolution • • • • •
Ignoring Smoothing Forcing Compromising Collaborating
Five methods of conflict resolution •
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Ignoring –
Does not deal with issues at hand
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Lose-lose strategy
Smoothing –
Agreement through yielding or conforming to the positions of others
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Lose-win strategy
Five methods of conflict resolution •
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Compromise –
Involves a search for a solution which is mutually acceptable
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Lose-lose strategy
Competition –
Offensive aggressive approach
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Win-lose/lose-win strategy
Five methods of conflict resolution •
Collaboration –
Total-membership approach, generates creative solution
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Win-win strategy
Resolution through Collaboration 1)
Allow all parties to speak
2)
Identify areas of agreement
3)
Identify areas of disagreement
4)
Search for solutions
5)
Reach a consensus
Scenarios 1) What are the issues? 2) What is at stake? 3) What is the time frame involved? 4) What do you think is the most appropriate way to resolve the conflict? 5) Are there any other factors that may need to be considered? (ie underlying issues)
Feedback
Summary • Conflict is inevitable • Conflict is only bad if not properly resolved • Five ways of resolving conflict • Collaboration is a good way to resolve conflict • Effective leadership is leadership that is adaptive