Following on from our last blog, where we defined conflict, we now discuss and define types of conflict, where conflict occurs and some ways that we can start to intervene in order to more effectively manage conflict.
Types of Conflict
Conflicts
can be categorised into three general types:
· Intrapersonal Conflict occurs
within us: when we are at odds with ourselves, when we are torn between choices
we need to make, when we are frustrated with our goals or accomplishments. Conflict with ourselves very often leads to
conflict with others.
· Interpersonal Conflict occurs
between two or more individuals. We
might get into a heated debate in a meeting, get in an argument with a
co-worker or have a bad encounter with our boss. This is the type of conflict we are most
concerned with in this workshop, although our discussion has bearing on the
other types. Learning to deal with others often gives us an insight into how to
deal with our own issues.
· Intergroup Conflict occurs
between groups: nations, gangs, work areas, etc. For example, your department at work might
have an ‘us vs. them’ attitude about some other department. Or they may simply
not understand how their work impacts others.
Remember
the story of Romeo and Juliet? The two
title characters are forbidden to be together by their families. They are torn within themselves whether to
follow the wishes of their family or follow their own hearts (intrapersonal
conflict).
Interpersonal
conflict occurs between Romeo, Tybalt and Mercutio, who fight one-on-one in the
street because of the animosity between the two families. Tybalt kills Mercutio, and Romeo, in turn,
kills Tybalt.
Intergroup
conflict exists between the Capulets and Montagues because of a long-standing
enmity between the two family groups. Tybalt doesn't hate Mercutio and Romeo because of anything they've done
to him, only because they are Montagues.
The hatred is between the groups.
Each
of the three conflict types builds upon one another to create the final tragedy
of the story: the death of Romeo and Juliet.
Causes of Conflict
There
are many causes of conflict and these can be placed into three general
categories: Communication, Personal and Process
Communication causes of
conflict come from infrequent or ineffective communication e.g., lack of
feedback, misunderstandings, lying, criticism, discounting and sarcasm.
Personal causes of
conflict come from ego, personal biases, and lack of empathy e.g., differing
personalities, perceived disrespect or lack of concern, past friction,
differing backgrounds, differing values or beliefs, and prejudice.
Process causes of
conflict come from differing views about what should be done or how it should
be done e.g., differing goals, differing approaches to a problem, differing
perspectives on an issue, and differing sources of information.
Generally
speaking, Communication and Personal sources of conflict are the least
beneficial to your organization. They
tend to attack people on a personal level.
Process conflicts, on the other hand, often allow people to clarify what
is most important and make positive changes to the way things are done. For this reason managers should actually
encourage constructive Process conflicts and work to eliminate Communication and
Personal conflicts. By involving representatives of all parties we can achieve
a Win-Win scenario which improves long term business goals and
inter-departmental working.
Conflict
Intervention Checklist
ASSESS the Climate
Understand the
issues
Ø Determine the root cause of conflict.
Ø Determine
all the parties involved.
Determine
your role
Ø Clarify your relationship.
Ø Determine if you are the best person to mediate.
Ø Obtain agreement and support from all parties.
Measure
costs and rewards
Ø Identify the cost and rewards for each individual.
Ø Determine how the conflict impacts the organization.
Ø Recognize the impact of conflict decisions.
SET the Stage
Neutralize the situation
Ø Identify feelings first, facts second.
Ø Move to a non-threatening location.
Ø Remain neutral.
Gather information
Ø Identify common points of agreement.
Ø Acknowledge major areas of difference.
Define the conflict clearly
Ø Summarize points of view.
Ø Make assumptions explicit.
BROKER a Resolution
Promote a win/win scenario
Ø Build alternatives and options.
Ø Define the solution(s) and goal(s).
ØCommit to a solution.
Ø Document the acceptable resolution precisely.
FOLLOW UP on the Resolution
Ø Encourage mutual respect.
Ø End on a positive note.
Fresh Learning offers a range of training and support with Conflict Resolution, Management and other courses . For more information, send us a message using the contact form on the right-hand side of this post or email hello@freshlearning.eu.
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