Functional organizational conflict:Is constructive, healthy, and cooperative?Is when the parties are talking and focused on achieving a mutually acceptable outcome?Generates new perspectives and ideasAllows options to be debatedEnables Individuals and teams to growA component of high-performing teamsDuring functional conflicts, we feel:OptimisticFull of ideasHeardValuedTrustedRespectedDysfunctional Organizational Conflict:Generates little if any benefit to the partiesNegatively impacts the well-being of the parties and the organizationHijacks time, energy, and trustDuring dysfunctional conflicts, we feel:VulnerableAngryFrustratedAnxiousAttackedStressedIneffective approaches to managing conflicts include:Ignoring it & hoping it will go awayNot discussing the issues objectivelyPremature judgments/conclusionsUsing intimidation & inappropriate use of powerThese ineffective approaches are triggered by four universal, instinctive responses to conflict:Fight: confront the issue & stand our groundFlight: run away & fight another dayFreeze: do nothing & wait to see what happensFall: yield & give inHowever, effective leaders & negotiators know when & how to utilize each of the five conflict resolution strategies:Waiting & Avoiding – ‘The Turtle’Accommodating – ‘The Teddy Bear’Using Power – ‘The Shark’Compromising – ‘The Fox’Collaborating – ‘The Owl’Areas CoveredI. Managing Conflicts with IndividualsWhat is interpersonal conflict?What causes conflict?Functional vs. dysfunctional conflictWords that lead to conflictsResolving conflicts by asking questionsOur four instinctive responses to conflictsFive conflict resolution strategiesManaging conflict with the AEIOU modelHow to resolve conflicts by separating:Solutions from the problemCommonalities from differencesFuture from the pastNegotiation from emotionsProcess from contentOptions from preferencesHow collaboration:Is more pleasurable & respectfulCan produce better & longer-lasting resultsBuilds relationshipsEncourages learningInspires novel thinking & ideasTips for Collaborating During a ConflictRecognize that conflict can be a positive experienceTry to see the issues from the other party’s point of viewFocus on satisfying both parties’ interests vs. defending your positionCommit to resolving the underlying issues Speak with clarity & without judgmentSeek alternatives that are focused on shared interestsII. Managing Conflicts within TeamsFunctional Conflict is a Component of High-Performance Teams & OrganizationsUtilizing the Action Planning Conflict Resolution Process, which: - Obtains from the participants their proposals for resolving the issues causing the conflict - Then, it facilitates the participants discussing their proposals, developing & implementing an action plan to resolve the conflictBenefits of the Action Planning Conflict Resolution Process: - Issues addressed are current & of the highest priority to the participants - All participants have an equal voice in the process throughout each step, creating maximum participation, buy-in & ownership - Maximum candor since names are not associated with the participants’ responses - Saves meeting time by being able to immediately display & begin discussing the participants’ proposals - Results in an action plan - that has a ‘life’ after the planning meeting - with accountabilities & deadlines for addressing the issuesAction Planning Conflict Resolution Process Steps:- Identifying the issues causing the conflict- Obtaining the participants’ proposed initiatives for resolving each issue- In a planning meeting: - Reviewing & discussing the anonymous proposals - Developing an action plan with team accountabilities & deadlines- Implementing the action plan in teams- Evaluating the results of the action planWho Should Attend Any employeeManagerNon-SupervisoryWhy Should You Attend Interpersonal conflict occurs daily when:We perceive that someone is impeding on or threatening our needs or goalsTwo or more persons seek to possess the same object, resource, or positionPeople maintain incompatible goals, values, or motivesConflicts can be caused by differences in:Information - do we have the same data?Perceptions - do we see things from different backgrounds & experiences?Roles/priorities - do we have a different status or positions which causes us to take a different stand?Relationships/assumptions - do we have the trust level needed to address the issue?Conflict is a product of our uniqueness & so it is inevitable - its absence would be abnormal. Some kinds of conflict can contribute to the health & well-being of an organization. Other kinds of conflict can be detrimental to an organization and/or its employees.But a conflict is only one component of a relationship. Often, we are not in conflict with the other person but with that component. Success is addressing that component vs. attacking the other person or defending our ego.