Kỹ năng giải quyết xung đột

Kỹ năng giải quyết xung đột

Understanding and Resolving Conflict Mark Smallwood Brigham Young University Agenda • What is conflict? • What is conflict’s role in business? • Different views of conflict • Kinds of conflict • Stages of conflict resolution • Methods of conflict resolution • Group Exercise • Review What is Conflict? A process that begins when one party perceives that another party has negatively affected, or is about to negatively affect, something that the first party cares about. A Few Questions • Is conflict bad for business? • What kind of conflict is seen in our business? • Does this conflict help or hurt our performance? Conflicts About Conflict’s Role • Different Views – Traditional View – Human Relations View – Interactionist View Different Views • Traditional View – Conflict is bad! – Same as violence, destruction, irrationality Different Views • Human Relations View – It’s going to happen, so cope with it! Different Views • Interactionist View – Functional conflict is good for business and even encouraged – Functional vs. dysfunctional conflict Kinds of Conflict • Task Conflict – Low to moderate levels can be acceptable • Process Conflict – Low levels can be acceptable • Relationship Conflict – Almost always dysfunctional The Conflict Process • Four Stages – Potential opposition – Cognition and personalization – Behavior – Outcomes