conflict resolution Key facts about conflict - read, say which facts you would like to remember and say which English phrases you find new or not very commonly used Conflict is normal Conflict may lead to better solutions Conflict can be rational (cognitive) or emotional (affective) Individuals display various assertive or cooperative behaviors which determine how conflict will be resolved Handling conflict requires understanding of the causes, escalating factors, and techniques for resolution Team conflict resolution requires a deliberate process Conflict is Inevitable and inescapable (a normal part of life) A periodic occurrence in all relationships An opportunity to understand opposing perspectives, preferences, and values Good when it fuels change or growth Dysfunctional when it prevents the team from achieving its goal(s) Benefits of Conflict Raises the awareness that a problem exists Highlights opportunities Encourages self-discovery and builds self esteem Promotes understanding of others’ perspectives Leads to new/improved ideas Reveals alternate choices or better solutions Challenges old assumptions and outdated practices/processes Encourages individual/team growth Leads to individual/team performance improvement (if managed effectively) Rational/ Cognitive Approach Goal is to find the best possible solution rather than winning Alternatives are viewed as valuable rather than threatening Focus is on issues not on people/personalities Disagreement are about ideas and approaches Mindset: "We have a problem" Results in high performing, cohesive teams Emotional/ Affective Approach Goal is to win at all cost rather than find the best solution Opposition is thwarted rather than explored Focus is on highlighting personal issues and assessing blame Disagreements are personal or antagonistic • Mindset: "You have a " problem" • Results in low performing fragmented teams Revision: What is "affective" and what is "rational" when it comes to conflict resolution strategies but conflicts can be divided also based on what the source of conflict is and thus this can be a bit confusing as similar terminology is used Conflicts based on source and content: work on your own and read the section designated to you and then be ready to tell the others what you remember - the key ideas plus the key words and expressions 1) Affective conflict. Affective conflict arises when we have incompatible feelings with another person. For example, if a couple has been dating for a while, one of the partners may want to marry as a sign of love while the other decides they want to see other people. Discuss: What do they do? The differences in feelings for one another are the source of affective conflict. Can this conflict be solved cognitively (here the word cognitive is used in connection to the manner of conflict resolution) ? 2) Cognitive Conflict. Cognitive conflict is the difference in thought process, interpretation of events, and perceptions. Marsha and Victoria, a long-term couple, are both invited to a party. Victoria declines because she has a big presentation at work the next morning and wants to be well rested. At the party, their mutual friends Michael and Lisa notice Marsha spending the entire evening with Karen. Lisa suspects Marsha may be flirting and cheating on Victoria, but Michael disagrees and says Marsha and Karen are just close friends catching up. Michael and Lisa are observing the same interaction but have a disagreement about what it means. This is an example of cognitive type conflict. Can you give examples how this cognitive conflict would lead to affective (emotional) conflict? 3) Goal Conflict. Goal conflict occurs when people disagree about a final outcome. Jesse and Maria are getting ready to buy their first house. Maria wants something that has long-term investment potential while Jesse wants a house to suit their needs for a few years and then plans to move into a larger house. Maria has long-term goals for the house purchase and Jesse is thinking in more immediate terms. These two have two different goals in regards to purchasing a home. Goal conflict in workplace context typically refers to either strategy or data plans that are made but cannot be effectively completed because of inherent differences and problems between goals. Some goals are independent and do not affect each other at all, but many goals are interdependent and depend on the same resources, systems or workers to be accomplished. When multiple goals intersect, goal conflict can occur and reduce work efficiency. 4) Conflict of Interest. This type of conflict arises when people disagree about a plan of action or what to do in a given circumstance. For example, Julie, a Christian Scientist, does not believe in seeking medical intervention, but believes that prayer can cure illness. Jeff, a Catholic, does believe in seeking conventional medical attention as treatment for illness. What happens when Julie and Jeff decide to have children? Do they honour Jeff’s beliefs and take the kids to the doctor when they are ill, or respect and practice Julie’s religion? This is a conflict of interest. A conflict of interest in business normally refers to a situation in which an individual's personal interests conflict with the professional interests owed to their employer or the company in which they are invested. A conflict of interest arises when a person chooses personal gain over the duties to an organization in which they are a stakeholder or exploits their position for personal gain in some way. 5) Value Conflict. A difference in ideologies or values between relational partners is called value conflict. In the example of Julie and Jeff, a conflict of interest about what to do concerning their children’s medical needs results from differing religious values. Many people engage in conflict about religion and politics. Do you think the saying, “Never talk about religion and politics with your family.” should be adhered to? Can you give examples of affective resolution of a value conflict? How easy or difficult is it to resolve a value conflict rationally? Values are what tell us what’s good, bad, right, wrong, just, and unjust. Values can create conflict and confrontation at work in two ways. The first is when an employee’s values don’t align with the job itself or the values of the company. A person whose values don’t align with the work they’re responsible for will experience stress, resentment, and overall suffering that can create conflict vulnerabilities. The second way values can create conflict at work is when two team members with contrasting belief systems are paired up on a project. Examples of value conflict in the workplace can include employees who want to spend more time at home with family than in the office or employees who disagree on appropriate methods through which to complete a shared task. 6) Relationship/ Behavioural Conflict (can be difficult to resolve in cognitive manner as tends to be highly emotional and may need a mediator to approach and assist the parties ) Relationship conflict tends to arise when two personalities, work styles, or communication styles clash on the job. This type of conflict can escalate quickly due to its personal nature. When a third party can intervene, however, this style of conflict can often be turned into a bonding experience. When coworkers can get to know each other more deeply without being asked to sacrifice what makes them unique, team-building can take the wheel. Approached in a positive manner, relationship conflict can result in team members gaining an understanding of the strengths and weaknesses of the team and how to use them effectively, rather than tearing each other down or feeling threatened by them. Relationship conflict can become constructive conflict in the workplace when each party is validated for their way of being rather than blamed for it. Watch the video about conflict resolution and discuss https://youtu.be/QFf88IVl_Wc